Title: The impact of E-Service Quality on the Customers Satisfaction In Agricultural Credit Corporation

Chapter One

1.1 Introduction

Technological innovations and their application in e-government are considered to be the key factors driving public sector re-engineering since 1990s. The e-government is based on the application of Informationand Communications Technology(ICT) for the enhancement of innovation in extensive services to government. It can likewise be portrayed as the abstract correlation that clients make between the quality assumptions for a help and what they get. The enhancement in discipline of information and communication technology can improve the maximum number of people in public or private sectors that can benefit from extensive service range by means of web and internet (Hyland et al., 2021, Masupa, 2017).

E-government is a multidisciplinary transformation initiative, activated by utilising ICT as enablers to develop and promote high-quality, integrated, and impacting public services for its people (Arief et al., 2021). To provide better service to their citizen, governments and the public sector in general are looking for efficient and effective ways to meet the new challenges arising from the rapid advancement in the society. e-government offers an opportunity to meet some of these new challenges successfully. The e-government aims to enhance the deployment of ICT for the enhancement of entire categories of entire stakeholder groups.

E-service quality is very crucial to build a good relationships in society. Quality of e-government services can also be evaluated by user satisfaction and the intention of future use. Hence, the aim of the e-government system in making more obvious the transparency and accountability of the government is still far from expectation. The implementation is still on the level of adaptation of the new technology and simplification of organizational structures (Aritonang,2017).

E-government applications are likely to be most useful in public service delivery as they take less training for users and trustworthy (Chohan& Hu, 2022;Intan,et al. 2020). Despite this fact, it should be noted that technology could also cause complications in service delivery (Intan, et al.2020). Therefore, it is important to understand the barriers of e-government applications place on public service delivery. By understanding the role of technology, a broader insight into outside influences on effective service delivery can be gained as well as how technology addresses challenges such as the organizational ability, communication, and accountability in service delivery.

1.2 Research Problem

Indeed, the literature has acknowledged the proliferation of new technologies, particularly the on-going establishment of websites and various systems in different institutions with the intention of improving public service delivery. Despite the fact that research of e government has focused mainly on developed and industrialised nations. These administrations are turning out to be progressively significant with ceaselessly evolved application in different spaces (government, training, business and wellbeing) as these administrations give advantages to every interested individual from specialist organizations, administration clients and the general public (Rajaobelina et al., 2022; Al-rawahnaet al., 2018) .Evidence from the literature has shown limited researches relating to e-government development in Jordan. For Jordan and other emerging countries to benefit from the potentials of e-government, more research needs to be done in digital government and the related field of e-government that focus this satisfaction with the services provided by e goverment (Al-rawahna et al., 2018).

The Agricultural Credit Corporation is now working to integrate e-government software at all administrative levels. and, like other institutions, it is likely that the institution will face some difficulties in the process of shifting from the traditional system to e government. to take initiative and initialisation the internal environment to provide e-services and interact more technically with the external environment whether the Ministry of Digital Economy and Entrepreneurship, central bank, competitors, key partners, service recipients and meeting their needs and involving them in the design and development of e-services.

1.3 Research Aim and Objectives

The aim of this research is to investigate the impact of E-service quality on the customers satisfaction in Agricultural Credit Corporation. To achieve this aim, three objectives are set.

• To identify the level of customers satisfaction about the quality of e-transactions in the AgriculturalCredit Corporation.
• To discuss the impact of e- service quality on customers satisfaction in the AgriculturalCredit Corporation.
• To reveal the most influential dimensions of e-service quality on customers satisfaction in the AgriculturalCredit Corporation.

1.4 The importance of the Study

The importance of the study can be highlighted from two aspects, as follows :

Theoretical significance:

• Service Quality evaluation is a highly complex process that may operate at several levels of abstraction that makes conceptualization and measurement of service quality a real difficult task. With increasing competition, service quality has become a popular area of academic investigations and is recognized as key factor in keeping competitive advantage and sustaining satisfying relationship with customers.

2- This research contributes to bridging the gap in both literature and practice of e-government in Jordan by extending existing e-government frameworks available in Jordan through this research of both technical and non-technical factors towards improving electronic government development and use in Jordan. The research outcomes may be useful as to developing e-government system in Jordan in planning and implementing the e-Government initiatives.

Practical importance :

• The need for an accurate and clear definition of the concept of e- service quality and the requirements for developing e- service quality in Jordanian society
• The results of this study expected to identify the mechanisms that work to develop e- service quality.
• The results and recommendations of this study are expected to benefit senior management and stakeholders at the Agricultural credit Corporation for excellence in developing the mechanismsfor applying e-government in its operations and improving the quality of its outputs.

Research Questions:

The research is guided by the following research questions in the context of in AgriculturalCreditCorporation:

Q1: Are customers satisfied with the quality of e-transactions?

Q2: Is there any relationship between the e-service quality dimensions and the customers satisfaction?

Q3: What are the most influential dimensions of e-service quality on the customers satisfaction?

1.5 Research Model

The model of the study will be adopted as shown below in the descriptive approach, the variables related to the research problem and the relationship between the variables, which is represented in the application of e- government in the Agricultural Credit Corporation:

The most commonly used Service Quality (SQ) scale has been the SERVQUAL scale by Parasuraman et al. (1985) identified ten dimensions that formed the basis of customer evaluation of service quality. They are reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding/knowing the customer and tangibles. However, Parasuraman et al. (1988) conducted empirical studies in several industry sectors to develop and refine service quality dimensions and quantify customers' global (as opposed to transaction-specific) assessment of a company's service quality. Based on scale enhancement, the initial ten dimensions were condensed to five dimensions of tangibles, reliability, responsiveness, assurance and empathy, usually referred to as SERVQUAL.

E-service quality dimensions were suggested by Chen et al., (2017) and they are based on five dimensions of e-service quality: website design, customer service, privacy, and fulfilment. Website design is about various parameters that judge the effectiveness of it on the grounds like: the quality of information uploaded on it so that customers can be benefitted out of it. The aesthetics of the website need to be visually satisfactory and appealing. The purchase processes through which credit will be availed from it need to be easy to apply. Chen et al., (2017) strongly believes that customer service is dependent on grievance resolution, service level and policies while dealing through electronic mode. Zainul (2019) in his study about e-banking and e-satisfaction proved first order placed by customers and the service quality are the deciding factors about the repurchase behaviour of customer or the reference shared by him for potential business. Saha and Mukherjee (2022) arrived at the conclusion that there is a relationship between customer satisfaction and in e-banking and the five dimensions of E- SERVQUAL scale: need some modifications so that the instrument used to provide credit facilities through online channel can be validated. For instance, Ighomerehoet al., (2022) studied to understand how to evaluate e-service quality and concluded by proposition of seven dimensions of e-service quality, (website appearance, ease of use, reliability, security, personalisation, fulfilment and responsiveness).The essential objective of the aspects is to offer supervisors and specialists experiences into the elements of administration quality that can further develop administration contributions.

Model Veriables

E Service Dimensions:

Tangible:refers to physical facilities (aesthetics), virtual tour, functional appeal and the appearance of employees (Anoop, K. G. (2021).

Reliability: refers to the security ensured to the customer data entered in the website and the maintenance of integrity along with it (Hu, Chen & Zhang, 2021).

Responsiveness: It refers to the efficient and effective handling of concerns and response via Internet mode (Retno, Budi & Agustina, 2019).

Assurance:The quality and reliability as promised is assured by being respectul and polite to customers (Zainul, 2019).

Empathy:Provision of caring and individualized attention to customers provided by call centres or web administrators. (Bahadur et al. 2018,KANG2020)

Easy To Use: means that the site navigation is easy (Masupa, 2017). It also refers to the ability of a customer to find information or enact a transaction with the least amount of effort. It has been found to be one of the main determinants of e-service quality (Narteh, 2015).

Information Quality:The information described in the Website pertaining to a service or product must be accurate, precise, updated and appropriate, so that users can ?nd the information that effectively corresponds to the reality of what they intend to purchaseS et al2016). Information quality includes the degree to which comprehensive, correct, organized, clear, current and timely data is provided on the server for users including all stakeholders and customers so that they have access to the information of their interest. It should be updated periodically to remove obsolete information. (Retno, Budi & Agustina, 2019)

1.6 Limitations of the Research

Temporal Boundaries:During the academic year (2021-2022)

Spatial Boundaries: This study only includes the operating branches of the Agricultural Credit Corporation, the general administration in Amman, the governorates and the brigades and the number of 25 administrative units.

Research methods:Another limitation is the use of the quantitative methodology, and particularly questionnaire survey method of data collection, which tends to limit the researchers ability to further interpret and explain the findings of the research.

References:

Anoop, K. G. (2021).Service Quality and Post Service Behaviour of Customers of Kerala Gramin Bank(Doctoral dissertation, St. Thomas College (Autonomous)).

Chen, Y. C., Shen, Y. C., Lee, C. T. Y., & Yu, F. K. (2017). Measuring quality variations in e-service.Journal of Service Theory and Practice.

Hu, N., Chen, X., & Zhang, N. (2021). Influence of service quality of agricultural products e-commerce platform on customer loyalty-the mediating role of customer engagement.International Journal of Smart Business and Technology,9(1), 13-28.

Intan, D. R., Setiawan, B., & Shinta, A. (2020). Measuring E-Service Quality In Agriculture Company.Habitat,31(2), 48-54.

Masupa, M. E. (2017).Internet banking adoption decisions and e-service quality of rural customers(Doctoral dissertation, Bloemfontein: Central University of Technology, Free State).

Narteh, B. (2015).Perceived service quality and satisfaction of self-service technology: The case of Automated Teller Machines. International Journal of Quality & Reliability Management, 32(4), 361-380.

Rajaobelina, L., Brun, I., Kilani, N., & Ricard, L. (2022). Examining emotions linked to live chat services: The role of e-service quality and impact on word of mouth.Journal of Financial Services Marketing,27(3), 232-249.

Retno, I. D., Budi, S., & Agustina, S. (2019). Analysis of the relationship between e-service quality, customer satisfaction, and consumer behavioral intentions: a case study of online-based agribusiness companies in Malang city.Russian Journal of Agricultural and Socio-Economic Sciences,85(1), 113-120.

Saha, M., & Mukherjee, D. (2022). The role of e-service quality and mediating effects of customer inspiration and satisfaction in building customer loyalty.Journal of Strategic Marketing, 1-17.

Zainul, A. (2019). The Influence of E-service Quality toward E-satisfaction, E-trust, E-word of Mouth and Online Repurchase Intention: A Study on the Consumers of the Three-star Hotels in Lampung.Russian Journal of Agricultural and Socio-Economic Sciences,93(9), 27-38.

Ighomereho, S. O., Ojo, A. A., Omoyele, S. O., & Olabode, S. O. (2022). From Service Quality to E-Service Quality: Measurement, Dimensions and Model.arXiv preprint arXiv:2205.00055.

Hyland-Wood, B., Gardner, J., Leask, J. et al. Toward effective government communication strategies in the era of COVID-19. Humanit Soc Sci Commun 8, 30 (2021).

Aritonang, D. M. (2017). The Impact of E-Government System on Public Service Quality in Indonesia. European Scientific Journal, ESJ, 13(35), 99.

Sohail Raza Chohan & Guangwei Hu, 2022. "Strengthening digital inclusion through e-government: cohesive ICT training programs to intensify digital competency," Information Technology for Development, Taylor & Francis Journals, vol. 28(1), pages 16-38, January.

Alrawahna, Ammar & Chen, Shih-Chih & Hung, Chung-Wen. (2019). The Barriers of E-Government Success: An Empirical Study from Jordan. SSRN Electronic Journal. 10.2139/ssrn.3498847.

Bahadur, Waseem & Aziz, Saira & Zulfiqar, Salman. (2018). Effect of employee empathy on customer satisfaction and loyalty during employeecustomer interactions: The mediating role of customer affective commitment and perceived service quality. Cogent Business & Management. 5. 1-21..

Filipe S, lvaro Rocha, Manuel Prez Cota (2016). From the quality of traditional services to the quality of local e-Government online services: A literature review, Government Information Quarterly, Volume 33, Issue 1, 2016, Pages 149-160, ISSN 0740-624X,

Arief, A., Ayub Wahab, I.H., & Muhammad, M. (2021). Barriers and Challenges of e-Government Services: A Systematic Literature Review and Meta-Analyses.IOP Conference Series: Materials Science andEngineering, 1125.

Chapter 2: Literature review

1. Introduction

This chapter reviews and analyses the contemporary literature on e-government. It outlines how the e-government research has evolved the different focus and concerns over years. It then reviews the main e service quality dimensions of the use of e-government services from customers perspectives. It also reviews other essential concepts and insights in e government research that can help provide an understanding and framework on how the customers expectations may form, to provide the basis of building research questions.

2. Service quality of e- government services

The service sector can be considered as an integral part of our lives. The involvement of the government sector in the application of the e government services has led to the improvement in the services offered by them. The expectations and the needs of the customers are taken into consideration by the government. The dimensions of the service quality are a measurement or feature that helps in the understanding of the satisfaction level of the customers. The main features of service quality can help in the determination of the impact of service quality on the experience of the customers. According to the research conducted by Ighomereho, the main goal of the dimensions is to understand the insights (Ighomereho et al., 2022). This can be used to determine the service offerings. Their is two perspectives should be identified in order to understand the services provided and the quality of the services that include e service quality and traditional service quality. The traditional service quality can be defined as the quality that are provided by the government sector in a non-technological way and takes into account the interactions with the customers and the experience with the firms (Al-rawahna et al., 2019).

The increase in the e government services is due to the increased use of internet and the application of the same in the business dimensions. Due to this development, the e services have gained popularity. The use and the management of the w service quality in the agricultural sector have also been seen especially in Indonesia. According to the data given by the Ministry of Communication and Information, the number of people who have been using the internet services has increased. In the initial stages, the focus on the web presence and the low prices was given. After the shifting of the focus on the quality of the services offered, the service problems that are faced by the customers were given importance. This has resulted in the taking up of different strategies that focused on the quality of the services (Intan et al., 2020). The change of the focus from e commerce to e services has encouraged the repetition of the purchases and has helped in the formation of the loyalty of the customers. The deliverance of the services accordingly by meeting the needs and demands of the customers has encouraged them to avail the services. The responsibility of the executive side of the government comes into focus when the implementation of the e government services is taken up.

The most common barriers that can be found in the implementation of ICT include lack of good IT infrastructure, lack of security, issues with operational quality and the compatibility issues. Along with that the aspect of the organization like lack of support from the management and the aspect of the people like cultural society can also be taken up in the problems that are present in the challenges faced by the services quality of the e government. The main reason behind the implementation of the ICT in the services of the government is to integrate and streamline the processes and the workflow effectively so that the management of the data and the sharing of information can be done smoothly. The characterization of the traditional form of the government that is dominated by the paper-based processes can be replaced by the integration of information technology and internet-based information that can ease the working of the government officials as well as increase the level of the satisfaction of the customers (Ramaswamy & Gopinathan, 2018). The legislative and the constructive laws and factors also form an important factor in the determination of the good service quality provided to the customers. Introduction of the live chat services enabling the customers and the government employees have a direct conversation can help in the addressing of the concerns and quick solution making. The opportunity and the services of the employees towards the customers will help them overcome the traditional methods of working and will also help the employees to solve the problem in real time.

The level of client satisfaction is reflected in the e-government service quality. To explain the factors that influence how customers perceive the quality of the services they receive, some service quality attributes have been proposed. Offering insights that can help the service offerings is the main objective of the service quality. Since 2000 the use of e - services has risen. The full range of a customer's interactions with websites is covered by the e-service quality (Rajaobelina et al., 2021).

With the aid of technology, the government offers its citizens e-services. Services have various qualities that separate them apart from physical items, creating the dimension for evaluating service excellence in this situation challenging for service providers. A procedure that cannot be retained in inventory because it is intangible and heterogeneous is what is known as a service. Furthermore, no ownership is changed. Additionally, the process of production, distribution, and consumption all occur simultaneously, and most importantly, consumers are active in the production process (Rajaobelina et al., 2021). There has been a paradigm shift away from service quality with the global expansion of online services. This strategic change needs to be sustained, so it's important to gauge and assess the e-service quality. One of the crucial success elements for the services has been identified as the quality of the e-services. The measuring of e-channel service quality has grown to be a major problem for corporate enterprises.

The increase in effectiveness of the quality ensures a good relation with the users of the services. The authors are of the opinion that the e government is responsible for the provision of new opportunity that will impact the government effectiveness and efficiency (Al-Nidawi et al., 2018). The service quality of the e-government services can be seen with the ease of use that has enabled many customers to take up the process. It has increased the efficiency of the services by the integration of technological advancements that has increased the easier way of data collection. This has enabled the government to understand the needs and demands of the customers.

Increasing the reliability of the users by providing fast and quick services can be seen with the integration of technology in the government sector. The findings show that common service centers can provide good quality e government services (Uthaman & Ramankutty, 2019). Creation of value has been possible with the provision of good quality service provided by the government. This value can be gained from the satisfaction of the customers. The assessment of the value of the e government services the quality of the services have been improved. Integrating, organizing and optimizing are some of the services that are provided by the e government. This is done by the combination of working of the different departments of the government. The findings suggest the creation of a conceptual framework that helps in the understanding of the quality of services by the government (Omar et al., 2011).

The focus of government innovation in government services has gradually shifted to the e-government service as a new connection connecting the government and the public. It has been discovered that consumers' perceptions of offline service quality have a significant impact on how positively they view online service quality, and that perception of online service quality has a considerable impact on how satisfied the general public is with e-government services. The major finding is that offline service quality has a more significant impact on users rather than e-government service (Fan & Yang, 2015). However, it has also been observed that, as opposed to e-government services, the perception of offline services has some impact on public satisfaction.

The services of the e-government or e-governance are considered essential for the dissemination of the economic benefits that is brought about the growth of the countrys economy. The digitalization of the government will help in increased services and digitalization for the society as a whole. The changing and integrating of the services of the customer with the help of technology should be done in order to increase the centricity of the customers. This will lead to the achievement of a safer, sustainable, and efficient society as a whole. The shedding of the old methods and the inclusion of the new technological methods can help in the faster, smarter and proactive government to keep up with the age of digitalization (Fan & Yang, 2015). As modern problems require modern solutions, the e governance will help in the increased customer satisfaction as well as the tackling of the new threats and problems can be done by the government agencies in an efficient manner. The ease in the conduction of the business and increasing the economic growth of the country can be seen with the help of the e- governance. The completion of the grievances and the maintenance of the government procedures should be easier with the help of the technological addition within the government sector.

The e-government service has simplified information interchange, integration, and transaction. e-government has been shown to make every aspect of business transparent. The e-government service has also expanded citizen participation. The chain of loyalty is upheld by the service. This study explores the relationship between website service quality and the use of citizens (Li & Shang, 2020). The purpose of using an e-government service is to result in the service's value, satisfaction, and quality. The findings demonstrated that the primary determinants that affect a person's propensity to use e-government services are service quality dimensions, safety, efficiency, and reliability. The main purpose of e-government is to make all facets of society aware of the numerous advantages of the economic growth brought on by digitalization. The delivery of government services, information dissemination, and efficient communication are all included in the e-government service. The results have shown quality dimensions, security, and efficiency were the keys that influence the customers to use e-government services (Sharma, 2015). The electronic government essentially refers to the use of information and communication technologies to enhance the effectiveness and efficiency of service delivery in the public sector.

3. Customer satisfaction of using e government

As the governments have taken up the technological advancement in the services provided to the users, the interest and the trust of the customers upon the functioning of the government has been achieved by keeping every user of the services in a loop about the happenings within the government as well as increased protection of the customer data has shown that the belief of the customers upon government operations and functions has increased. Trust in the government functions has resulted in the creation of loyalty of the customers on the e services provided. The creation of customer satisfaction is dependent on the factors like service quality, government trust and trust of the people in services of the government (Alkraiji & Ameen, 2021). The technology acceptance model has been used to understand the impact on the e government services on the satisfaction of the customers. With the help of the model, the designing and demonstration of the usefulness of the systems that has been adopted can be seen. Maximizing customer demands has been possible with the advent of e services.

Customers stratification is important. Similarly, in the provision of good quality services by the e government, the inclusion of the satisfaction of the customers is taken into consideration. According to the study done by Intan et al., 2021 the usage of the (Partial Least Square) PLS analysis tool has been able to understand the models that are complex. Sampling small sizes were not required when taking up this method to evaluate the service quality in the agricultural company. By the use of the tool, the identification of the problems as malfunctioning of the services and the failure of the provider in the provision of the services has been considered the factors that impact the satisfaction of the customers. The failure of the process can also be seen as the inconvenience in the agricultural sector. The failure in the e service may negatively impact the business process that will give the customers dissatisfaction (Intan et al., 2021). However, it has been seen that the customers have not shown any signs of dissatisfaction when the services get delayed or cancelled (Hu et al., 2021). The creation of the Structural Equation Model for Kerala Gramin Bank, by Anoop (2021) has resulted in the understanding of the tangibility, reliability,responsiveness, assurance, and the empathy of the people while availing e government services. Interpretation of the structure has resulted in an understanding of the service quality that has shown positive trust on the customers according to the services provided.

The employee empathy on the loyalty of the customers can be understood with the help of different variables. Different types of customer and employee interactions in different settings in hotels and restaurants show that the use of empathy, inclusion and politeness has resulted in the better pleasing of the customers (Narteh 2015). It can be seen that empathy is an important factor in the provision of good quality customer services that can increase the factors of business. Understanding of the employees about the needs and the perspective of the consumers have resulted in better quality services that will increase the customer loyalty to the brand (Ramaswamy & Gopinathan, 2018). Mapping of the assessment of the services to the customers and increase in the loyalty of the customers have been taken up in the research. The presence of empathy can help in the creation of good customer services and increasing the brand image and loyalty has been the main focus. According to the research conducted by Saha & Mukherjee 2022) It can be seen that the primary outcome of the e-service quality (e-SQ) impact the customer inspiration(CI). It also acts as a mediator in customer satisfaction. It has shown that the customer is loyal to the services provided by the company or the business organization, will be encouraged to reuse the sight and also provide recommendations to the other people. This will make sure that there is loyalty to the brand (Saha & Mukherjee, 2022).

Chohan & Hu study has also talked about the experience of the consumers that also help the consumers to reach the satisfaction that they want regarding the e-government service. The technological advancement of this service also improves the satisfaction of the customers. That gives the customers also the security services that help them to reach their goal (Chohan & Hu, 2020). The most popular service today is the ATM service. Customer satisfaction is also attained in the retail banking and ATM service sectors' relationships with clients. The convenience, responsiveness, and ease of use service quality of the ATM fulfill the needs of the customers. Apart from privacy and the security these services always meet the satisfactions of the customers. The ATM service provides the knowledge about the banking usage in the countries that help the customers to reach their satisfaction (Rajaobelina et al., 2021). This study has also talked about how the bank managers improve the customer satisfactions using e-services.

Rajaobelina, et al (2021) the researcher of the study, claims that consumers or users can submit issues and complaints online as well as ask inquiries and receive responses from information representatives via live chat services. Customers can communicate with one another using live chat services, particularly through instant messaging (Rajaobelina et al., 2021). These services forego more conventional techniques like e-forms and emails in favor of instantaneous real-time responses to questions and concerns. The live chat service is also a cost-effective customer service tool that provides the immediate response to the customers and increases social interactions and also provide immediate responses to the customers. According to the study, the motions are frequently triggered by situations, things, or people, such as service encounters or interactions with service employees. The investigation has shown that the experienced by banking customers the service impact the customers positively also, that also fulfill the satisfaction of the customers (Arief et al., 2021). The investigation demonstrates that both positive and negatively e-government service impact on the customers. The positive impacts reach the satisfaction of the customers.

Due to the remarkable changes the service sector has seen over the past few decadeschanges that have encouraged consumerism by causing customers to become more active and demanding the concept of loyalty has grown even more crucial in marketing research. The quality of the online services must also be kept up to keep the customers happy, according to the study. For customers, e-service offers a range of opportunities. E government is defined as the use of communication technology by the government to interact with citizens, the public sector, and the commercial sector in order to deliver services effectively and efficiently and to engage in interactive contact with all parties (Anoop , 2021). The utilization of e-services helps the nation develop and meet its needs. There are other obstacles to using e-services in public sectors.

The theory of planned behavior also shows the behavior of the customers in the acceptance of the services. It has been found that several factors like innovativeness, usefulness and behavior is important for consideration of the services of the government (Danila & Abdullah, 2014). The diffusion of technology in the e services has resulted in the meeting needs of the customers. The different forms of government services like digital government, electronic government and e-gov are the most common terms used by the users. This shows that the customers are familiar with the terms as they have been using the services for a long time. Results showed that behavior, ease of use and other factors are important for customer satisfaction (Weerakkody et al., 2014). The easier way of using the government services, trust, good service quality and the perception of usefulness are the factors impacting customer satisfaction.

In determining the efficiency of e-services provided to beneficiaries, the quality of e-government services is taken as a starting point. Government agencies that offer e-services to their clients profit from information technology and communications tools. e-government services have created new opportunities for both consumers and businesses. The finding of this research is that e-government service quality is high in UAE and the websites provide quality information to the beneficiaries (Al-Hawary & Al-Menhaly, 2016). The truth is that e-government applications are a very strong and effective approach for providing customer services and also rapidly and easily satisfying the requirements of the customer. By boosting productivity and accelerating government agency transactions, it impresses the public.

Chan et al., (2020) study looked at the connection between e-government service user happiness and service design. Most governments around the world provide their citizens with e-government services that both supplement and replace traditional services. Despite ongoing efforts to modernize public service delivery, creating efficient e-government services that meet citizens' wants and requirements still presents considerable hurdles. Customers can access high-quality service designs through e-government. The results of this study demonstrate that each intended characteristic has influenced how customers perceive various services (Chan et al., 2020). The government's ability to achieve more general social and political objectives including public trust, social inclusion, community well-being, and sustainability is dependent on citizens' service experiences.

4. Service quality and customer satisfaction in public sector in Jordan

In Jordan, the government adopted a strategy to achieve the goals of the e-government program called the e-transformation strategy. The strategy divides its objectives into national objectives, e-government strategic objectives and identifies the strategic initiatives for e-transformation. The strategy makes use of transforming the traditional service delivery to more beneficiaries including all stakeholders such as citizens, residents, visitors, businesses, government entities and government employees, in more efficient and effective ways of delivering services

Al-Omari et al. (2014) studied the factors that affect adoption of the citizens use of e-government in Jordan. They found that trust in government, website design, beliefs, complexity and perceived usefulness were significant factors affecting Jordanian citizens intention to use e-government. Elsheikh and Azzehs (2014) study sample is composed of students, academics and administrators in Jordanian universities. The study finds that more involvement of citizens in the decision- making process is an important factor for helping e-government services delivery in Jordan.

According to the research written by Al-rawahna, has discussed how Jordan's citizens are impacted by the hurdles to e-government services. To define the technologically linked barriers, the primary obstacles to the achievement of e-government are first displayed (Al-rawahna et al., 2019), which investigated the ground for the development of the Information System IS success model-based research paradigm. Al-rawahna et al., (2019) study has objectively determined the obstacles to the success of e-government from the viewpoint of IT managers and IT specialists. The IT division or organizations gauge and contrast users' expectations with how they view their offerings. The availability of online services, the suitability of the telecommunications infrastructure, and the capacity of human resources to support their availability are the three key factors that enable the public to benefit from them. The hardware telecommunication system, the electricity power grid, and the computer network were the ICT infrastructure impediments to the implementation of e-Gov in Jordan. When a system is required or mandatory for users to carry out their jobs, it is especially helpful to monitor user happiness with it in order to understand IS success. The primary cause of citizens' hurdles to using e-government services is a lack of strong motivation on the part of the users or citizens. According to Al-rawahna et al., (2019) the use of e-government services in north Jordan does not reach 36%. With the rapid advancement of technology and the becoming increasingly challenging of Jordanian daily life, the success of e-Gov becomes more urgently important. It is up to the government of this nation to keep its word and benefit from the electronic change (Al-rawahna et al., 2019).

So far, and as appears in our daily scene, traditional transactions still exist and witnessed, especially in the developing countries, in many forms such papers, stamps, seals, and mobilizing between departments. This phenomenon indicates that imposing e-services requires more intensive efforts.

Thus, the ICT government services also promote the awareness about the e-government services that help the customer or people to understand the risk factors of e-government services, and also enhance the knowledge of the customers of Jordan about the service.

The banks in Jordan allow special and personal attention to the customers and are responsive to their needs which have increased the customer satisfaction. It can also be seen that the compliance factor of the public sectors in Jordan has increased the service quality as well as the practice of operations. Assurance forms an important part in customer satisfaction. With the integration of technology in the public sector in Jordan, indictors like product knowledge of the employees and the financial counseling provided by the public banks can be seen to increase the service quality and thus, has been able to maintain customer trust. Social CRM has a relevant impact on the quality and the trust of electronic services provided by the government (Al-Ma'aitah, 2019).

According to the findings, user satisfaction is a crucial component for e-government usage to continue, and customer satisfaction also affects how successful e-government is. The way people and governments used to operate in Jordan have undergone a profound transformation thanks to digital technology. The Alawneh et al., (2013 has found that the e-Government has a practical good impact on Jordan people (e-government is a strategy used by governments to provide Jordanians with the most cutting-edge ICT services, notably web-based internet applications. According to the study's findings, using e-government services has a considerable beneficial impact on customer satisfaction in Jordan. The outcome of this research shows that website innovativeness and interactivity have a positive and significant impact on customer satisfaction (Mohammad Salameh et al., 2018). Many Jordanian government agencies keep websites where they provide information to their constituents and other users.

5. Research gap

The research gap in this study is the excess consideration of customer satisfaction on the e services provided by the governments rather than focusing on the quality and types of services provided by the government. The methods of data collection show that the reliance on articles published will not help in the acquirement of excessive and correct data. The gap in the research shows that the consideration of the types and the quality of the services provided by the government and the use of different models to understand the implications. The research is different from previous studies in the sense that it focuses on the public services and the use of e services to meet the needs of the customers. Most of the studies have used literature reviews and qualitative studies. This has resulted in a gap in the results as the qualitative methods are only based on observations. The quantitative methodology should be taken up for future research. The generalized data from the article that is published online cannot be seen as valid source for the estimation of the usefulness of the e government services and does not help in proving the satisfaction of the customers. The use of the technology by the government to monitor and control the lives of the people should be also taken up as the use of technology will allow the government to have all the information and the data. The efficient solving of the grievances of the people should be taken up as this is the most important function that is played by the government. This study differed from previous studies in terms of the type of target institution, as the current study targeted one of the institutions of the public government sector, namely the Agricultural Lending Corporation in Jordan. The current study also sought to measure the impact of the quality of electronic service on the satisfaction of customers in the Agricultural Lending Corporation in Jordan based on (independent variables and a proposed and developed study model).

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