UNU-EGOV attended the European, Mediterranean and Middle Eastern Conference on Information Systems (EMCIS), which took place in Coimbra, Portugal, between 7-8 September 2017. The conference was hosted by the Coimbra University. Irfanullah Arfeen presented a paper at the conference entitled Impact of eGovernment on Citizen Satisfaction: A Case of Federal Government Agencies in Pakistan.
The paper presents a study, which is an attempt undertaken to examine the relationship between eGovernment services and citizens’ satisfaction in the context of federal agencies in Pakistan. Almost all developing nations are still struggling to whether initiate these services or fully benefit from the already initiated e-services. This study proposed government to citizen satisfaction model taking into consideration the role of website content, trust, security or privacy, e-readiness, and quality of services while measuring the citizen satisfaction. Five hypotheses have been developed. A total of 500 questionnaires have been distributed of which only 302 received back with a response rate of 60.4%. On the collected data, quantitative and qualitative tests have been applied. The findings and recommendations can be successfully utilized for the betterment of the e-services and public service delivery tools.