Exploring Citizen’s Expectation of Smart Government Services in United Arab Emirates (UAE)

https://doi.org/10.65136/jati.v7i1.143
Smart government citizen’s expectation smart government services

Authors

  • Fahad Ismail Ahmed Khalifa Alhosni
    p081910042@student.utem.edu.my
    Institute Of Technology Management And Entrepreneurship Universiti Teknikal Malaysia Melaka, Malaysia
  • Abd Samad Hasan Basari Fakulti Teknologi Maklumat Komunikasi Universiti Teknikal Malaysia Melaka, Malaysia
  • Suriati Akmal Fakulti Teknologi Kejuruteraan Mekanikal Pembuatan Universiti Teknikal Malaysia Melaka Melaka, Malaysia
  • Nizam Suhaimin Fakulti Teknologi Kejuruteraan Mekanikal Pembuatan Universiti Teknikal Malaysia Melaka Melaka, Malaysia
  • Halimaton Hakimi School of Computing Asia Pacific University of Technology and Innovation (APU) Kuala Lumpur, Malaysia
  • Khaled Husain Mohamed Shareed Institute of Technology Management and Entrepreneurship Universiti Teknikal Malaysia Melaka, Malaysia
Vol. 7 No. 1 (2023)
Original Research
January 15, 2026

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The study investigated the factors that determine citizens’ expectations of smart government services in UAE. A survey method was used to collect data from 392 respondents. The data was analyzed using descriptive statistics (mean, standard deviation, and Relative Importance Index) and analysis of variance (ANOVA). The result revealed six factors that influence citizens’ expectations of smart government services: openness, responsiveness, transparency, trust, participation, and usability. It was found that all these factors are rated highly by the respondents, with transparency and trust being the most important ones. Furthermore, it was found that there is no significant difference in the expectations of smart government services across different age groups of respondents. It is recommended that smart government services should be designed and delivered in a way that meets the high expectations of citizens and enhances their satisfaction and trust.