The impact of e-government services on customer satisfaction in the private sector: A case study of the Kingdom of Bahrain (SIJILAT), an online commercial registration

Abstract

Countless e-government program initiatives have been introduced to profit each section of society in the Kingdom of Bahrain: citizens, residents, government entities, and workers' business ventures. It is getting more important to have e-Government systems to supply services to businesses that use them (e-G2B). To improve the Kingdom's national economy, the Information and Government Authority (IGA) has launched a virtual one-stop solution available through multiple channels offering a unified service where citizens and Commercial Registration holders can use a single streamlined form to apply, renew or terminate multiple licenses concurrently; this is the Business License Information System (SIJILAT). This study aims to assess Bahraini customers' satisfaction with the SIJILAT service. A quantitative method is followed with a questionnaire to gather data; six factors: accessibility, information, security, reliability, trust, and perceived ease of use found to effectively affect service quality, and, in which it affects positively and enhances customer satisfaction. The theoretical contribution of this research will enhance the theoretical literature and knowledge related to its topic. The current research will contribute to the few studies conducted in Bahrain and the Middle East on e-government and customer satisfaction with these services. A key outcome of the research will be the ability of e-government officials who make decisions to determine the significant factors that play a role in G2B success, particularly ones to which they should pay attention to obtain the maximum return on their technology investment.