Citizens Satisfaction with E-Government Mobile Services and M-Health Application during the COVID-19 Pandemic in Al-Madinah Region

The global COVID-19 pandemic has reactivated the role of e-government. Widespread quarantine restrictions as social distancing and stay-at-home drives to online interaction. The ongoing health crisis has changed how the e-government implements business continuity strategies, provides citizens with vital services, and ensures their satisfaction. The researcher aims to measure the effect of the COVID-19 pandemic on the citizens’ satisfaction with the e-government services and Health Care applications in Al-Madinah region. It identifies the factors that facilitate using online government services from the citizens’ perspective, and the utilization of e-government services is a way to manage the health crisis. The digital capabilities of the Kingdom of Saudi Arabia, in line with Vision 2030, leverage fifteen years of sustained investment in new digital technology and integrated government platforms. It provides a stable base for the COVID-19 emergency response’s vital aspects, including sustained access to multiple e-government resources.


Introduction
In recent years the usage of Information and Communication Technologies (ICTs) has grown substantially, which had a significant effect in making the frequent procedure easier and more effective on various aspects with the increasing growth Government (e-government) is the use of (ICT) Information and Communication Technology in the government sector to improve productivity, accountability, and public participation and reach a digital maturity level of services in this field (Muzafar & Jhanjhi, 2020).
The key priorities for implementing the vision 2030 in the program of ambitus nation have effective governance "Vision 2030 is creating a high-performing government that is effective, transparent and accountable. It is empowering citizens, the private sector and non-profits to take the initiative in identifying opportunities for realizing the agenda's objectives" (Vision 2030(Vision , 2016. This digital transition initiates the development of e-governments in order to improve the economy of the Kingdom. Since the early 2020, the global COVID-19 pandemic has reactivated the role of e-government. The accelerated and disturbing spread of the Coronavirus around the world has given urgency to remote transactions, in all fields, including electronic government transactions, financial technology, and electronic payment systems. Widespread quarantine restrictions, social distancing, and stay-at-home drive rise in online interaction (Inkster et al., 2020).
Digital technologies are important for continuing the delivery of services by providing access to information in the time of the crisis. Telework applications, e-education e-health, electronic and telephone payments, and e-commerce shopping have taken shape. Focus on maintaining the efficiency and continuity of the Government services obtained it's important to the national portal. "Yesser" e-government program has played a leading role in providing the services and rising the speed of response. E-Platform of the Ministry of the Interior that enables civilians and residents of Saudi Arabia to use a variety of e-government services. As a result of the lockdown, an increased number of people are using it to access facilities instead of physically visiting administrative support centers. COVID-19 is not obvious, uncertainty can lead to anguish and a sense of helplessness for a lot of people.
This research project examined the effect of the health pandemic from the Citizen side in the terms of Citizen satisfaction of e-government services during the COVID-19 case study of the Al-Madinah Region in Saudi Arabia. Using Technological Acceptance Model (TAM) for measuring the satisfaction of the citizen, ease of use, trust, and usefulness, by conducting quantitively research method using questioner of sample 350 of the citizen of Al-Madinah in various demographic.

Research Hypotheses
The researcher established the following hypotheses based on the literature re-

Significance of Research
The research highlights the role and effects of the COVID-19 pandemic on citizens' satisfaction using e-government mobile services and the m-Health application in the Al-Madinah region. Few studies have discussed citizens' satisfaction with these applications, let alone during the COVID-19 pandemic. Given the current study, this study is particularly timely as it explains how people interconnect with government mobile services in new and innovative ways. Most prior studies on e-government have been based on its implementation and people's readiness, the factors affecting satisfaction, and the factors restricting citizens' adaption to new technology. Government sectors seek to enhance the quality of their services to ensure citizens and residents are satisfied.

Literature Review
Information and communication technologies (ICTs) that have been used by government authorities include Wide Area Networks, the Internet, and mobile computing (Almarabeh & AbuAli, 2010). E-government is a field that emerged in the late 1990s and has been adopted by several countries around the world (Grönlund & Horan, 2005;Alqahtani, 2016). E-government is defined as the use of ICT and the internet to provide government information and services to A. A. Allam et al. Journal of Service Science and Management people. As such, it encompasses the use of databases, networks, and personal identity systems for the benefit of enterprises, workers, individuals, and other stakeholders to communicate and interact with the government through various electronic media (Al-Hujran et al., 2015;Almrezeq et al., 2019). Although scholars and experts have different conceptions of e-government, the majority agreed that government administration, laws, legislation, and frameworks are designed to facilitate service delivery and to coordinate, collaborate, and incorporate internal processes. Mohammad et al. (2009) applied new concepts such as transparency, accountability, and citizen participation to evaluations of e-government performance.
Many developed countries such as the United Kingdom, the United States, Canada, Norway, Germany, and South Korea firmly agreed that they could use emerging web technologies in order to develop more citizen-centered, efficient, and productive governments (Chan et al., 2010). E-Government is being actively deployed around the globe, as demonstrated by the fact that almost every country had created a government website by 2010 (United Nations, 2010).
The government of Saudi Arabia utilizes ICT to deliver e-government services, minimize costs, enhance facilities, save time, and maximize productivity and efficiency across the public sector. The KSA government has initiated the process of adopting a plan for e-government (El-sofany et al., 2012;Al-Mushayt et al., 2012), emphasizing the role of its transformation on and enormous benefits for the national economy. The King has issued several executive orders to the government to implement a number of royal decrees to facilitate e-government functions, including regulations that provide the kingdom's citizens with a multitude of foundational digitization and move to online services. The royal decrees were released in the following ordinances: to introduce e-government policies upon approval from the Executive Government (Yamin & Mattar, 2016). In 2005, the Ministry of Communications and Information Technology (MCIT) established Yesser (the Saudi National e-government Project) to emphasize the value of transitioning to the information society and modernizing government administration by implementing services electronically. The Saudi e-government program Yesser consists of three phases to initiate the digital modernization and transformation of government sectors and enhance service delivery. A supervisory committee was set up to actualize the national e-government strategy through the First Action Plan phase, which covered the period from 2006 to 2010 (Yesser, 2006). Based on the First Action Plan's achievements, Yesser produced the Second Action Plan phase, which covered 2012 to 2016 in cooperation with government departments, universities, the private sector, members of the general public, consultancy companies, and foreign consultants. The Second Action Plan was centered on four strategies: creating a sustainable e-government-oriented A. A. Allam et al. Journal of Service Science and Management workforce, enhancing the public's experience engaging with the government, fostering a culture of cooperation and creativity, and improving government performance (Yesser, 2012;Alqahtani, 2016).
The execution of these action plans and the work done by individual government departments in conjunction with Yesser has paid dividends. For example, the Kingdom of Saudi Arabia improved its ranking in the United Nations (UN) e-government development index from 80th in 2005 to 35th in 2014 (Yesser, 2012). Vision 2030 is the roadmap for Saudi Arabia to achieve a global ranking among the top G20 countries in terms of its governments' effectiveness and web index (Vision 2030(Vision , 2016. The third phase that will be adopted until 2024, Smart Government, has not been announced yet (Yesser, 2020).
Saudi Arabia's government is continuously seeking to modernize the country's ICT infrastructure and reach digital maturity in the e-government field. In 2018, e-government reached a 71 percent maturity level, which was a major im-  Alqahtani, 2016). The Absher portal is becoming more commonly used for the completion of daily tasks (e.g., checking regular addresses, registering cars, e-booking government appointments, and applying for visas has never been simpler for Saudi citizens and residents) (Algarni, 2020).
The world is facing its largest health crisis in decades. Since the beginning of the crisis, measures are taken to mitigate the spread of COVID-19, have caused an unprecedented economic impact on businesses and countries (WHO, 2020).

e-Government Mobile Services and Applications
1) Absher: is an e-Platform of the Ministry of the Interior that enables citizens and residents of Saudi Arabia to use a variety of e-government services access to 200 government services (Algarni, 2020). As a result of the lockdown, an increased number of people are using Absher to access different governmental online channels instead of physically visiting administrative support centers.
2) Najiz: is an integrated services gateway that provides beneficiaries of the Ministry of Justice (including citizens, residents, and businesses) rapid and easy access to all electronic justice services (Najiz, 2020).
3) Muqeem: is the service that offers direct, around-the-clock access to the databases of the General Directorate of Passports so that residents may obtain updated information on all transactions (Muqeem, 2020). 4) Eatamarna: for the first time in history, Saudi Arabia briefly halted travel to its holy sites, one of the most important religious meeting places for Muslims (Finatri et al., 2020;Jokhdar et al., 2021). As a result of the pandemic, application emerged to handle entry to Al-Rawdah and Makkah for prayers and Umrah.
Visitors had to be specially granted permission to enter the holy mosques (Parveen, 2020). People were not allowed to book a specific date and time to enter Makkah to perform the Umrah unless they could prove they were not infected and their data related to Tawakkalna.

M-Health Application
Mobile health solutions (m-Health) have captured the attention of health care professionals. Patients with moderate symptoms who test positive for COVID-19 can be monitored using mobile health technology. They are usually advised to self-quarantine at home or to seek care at community treatment centers. The

Research Methodology
The researcher used a quantitative method in the form of a questionnaire to Theories were tested by gathering sample size data which was then represented and analyzed through statistics and graphs. The proposed model used in this study was a formulation of (Davis, 1989)

Research Design and Model
Technology acceptance model (TAM) remains the most widely-used theoretical model in the domain. The perceived usefulness is affected by perceived ease of use, while both beliefs are dictated by external variables such as trust, satisfaction, gender, and age, etc. This study analyzes citizen satisfaction with e-government services and Health Application during COVID-19.

Research Construct
In order to assess the satisfaction using the Technology Acceptance Model-

Results of the Questionnaire
This section presents the results of the questionnaire which the researchers used in this study. Table 1 and Table 2 show the main results.

Data Analysis
Statistical terms of measure are particularly valuable for summarizing study and outcome variables the validity of internal accuracy, internal reliability, results were done first in order to find variables to be included in the study hypotheses, and then Cronbach's (α) and Pearson's correlation coefficients of each of those variables were used to investigate the variables' relationship to support each of the study hypotheses.
In quantitative studies, validity examines whether the data is valid by testing if the data is set to measure what it is intended to measure (Mohajan, 2017). The validity of the research instrument was also verified by conducting an exploratory factor analysis and first and second-order confirmatory factor analysis (Sablan, 2019), to assess the factorability of the data the KMO and Bartlett tests were employed. A KMO value of 0.60 and higher is considered good (Field, 2013).
An exploratory factor analysis (EFA) was computed, and the Varimax rotation method was used to establish the links between the observed variables the number of factors was determined using the Kaiser criterion and the Scree test and eigenvalues of factors equal or superior to one were considered (Biasutti & Frate, 2017). The EFA revealed a structure of five factors, the rotated component matrix indicated values ranging between 0.542 and 0.966, when an item was loaded in two factors, the higher value was considered. The total variance explained by the factors is 76.508% as reported. Table 4 shows the percentage of variance, total loading for every factor for the instrument.   Reliability of the questionnaire has also been checked using Alpha Cronbach coefficient and split-half coefficients. The split-half reliability method requires dividing up the variables' items into two parts and calculating correlations between the first half and the second half of each variable's items. The Spearman correlation test was used to estimate the correlation between the variables. Table  5 shows Alpha Cronbach and Split-Half Coefficients.

Results
The researcher tries to determine if any of the four independent variables could be incorporated into the model. One of the initial steps was to see whether any of the four variables (Trust of Internet, Trust in Government, Usefulness, Easeof-Use) could perhaps indicate satisfaction as a dependent variable. However, in the Stepwise regression method, SPSS calculates only significant predictors and automatically excludes non-significant variables. In this case, usefulness has been excluded since it was a non-significant predictor. Table 6 reveals that there are three Models to predict Satisfaction, the first model determines that usefulness can be a predictor of satisfaction, where the value of F (654.306) is significant at the level of significance 0.001, and Its value of t are 25.579, which is also significant at the level of significance 0.001.
Moreover, the percentage of contribution of usefulness to predict satisfaction is approximately 65.2%. The value of B is 1.118, from Table 6 we can write the following equation: Satisfaction = 6.230 + 1.118 Usefulness The second model demonstrates that usefulness and ease-of-use can be predictors of satisfaction, where the value of F (396.636) is significant at the level of significance 0.001, and Its value of t is 12.623, 6.993, which is also significant at the level of significance 0.001. Moreover, the percentage of contribution of usefulness and ease-of-use to predict satisfaction is approximately 69.4%. The value of B is 0.789, 0.448, from

Conclusion
In Saudi Arabia, the use of e-government has gained considerable ground and will continue to grow. appraised the significance of government to assess the effect of COVID-19 has reactivated the role of e-government as large as the key role in modernizing and automating governments, particularly when it comes to computing, developing information, and serving citizens. The consequences of the health pandemic, as well as the responsibility of the government to protect Journal of Service Science and Management the general public throughout the duration of the pandemic, will be an important activity to perform in the current health crisis, and also will be performed even after the epidemic is over the end. Absher, Najez, Muqeem, E'tamarna, Tawakklanah, and the Application released from Minister of Health to deal with COVID-19 by releasing innovative services.
The researcher has identified the following conclusions. The growth in demand for online government services is strong, and so is recognition of the need for these online services. The use of electronic government is advancing transactions quickly and efficiently. Better and less time-consuming government operations as a result of using e-government. A growing majority of people agree that using e-government is secure. Electronic administration has now been too advanced that governments cannot continue to ignore. Now the public has the requirement of quality and comfort in obtaining government services; e-government fulfills this desire. Now governments worldwide can no longer continue to disregard e-government. Saudi Arabia must keep pace with new and improved technologies and measure the overall citizen satisfaction of e-government.
Given the significant challenges that m-Government services face in Saudi Arabia, such as being unknown to and underutilized by public people, one of the most significant contributions of this study is to recognize and understand the primary factors that encourage and impede the adoption and diffusion of mgovernment services as viewed by Al-Madinah citizens. To ensure public satisfaction, the government should maintain the ease of accessing and using these facilities and improve their Consideration of the factors found in this study has the potential to dramatically increase Al-Madinah citizen's perception of technology acceptance of e-government services and healthcare Application, resulting in more active adoption of these services superiority.