The extent of public confidence and satisfaction with public services and the quality of electronic services provided by the e-government in Jordan

Service quality plays a pivotal role in shaping trust between government and citizens. Improving the quality of e-service that the public feels appreciated enhances the relationship of mutual trust. Service processes supported by e-government can simplify time and cost, through web platforms the government can provide citizens with easier access to various services without having to physically visit government offices. Which includes the quality of services provided through e-platforms, the aim of this research is to explore the extent to which e-service quality can affect the level of public satisfaction. The research method uses a quantitative approach using primary data sources, where a random sample is applied. The respondents to the research are citizens who use digital public service platforms organized by the local government in Jordan. The sample size used in this study is 245. The variables tested in this research include e-service quality, public trust, and public satisfaction. In data analysis, the results of the analysis show that e-service quality has a significant impact on the formation of public trust. Moreover, the results indicate that e-service quality also significantly affects public satisfaction. The results of the analysis do not support the idea that public trust mediates the relationship between e-service quality and public satisfaction.