Empirical Assessment of E-Government Service Quality and Citizen Satisfaction in Nigerian Federal Agencies

The quality of e-government services in Nigerian federal agencies significantly affects citizen satisfaction, service uptake, and the broader trajectory of digital governance transformation. Yet empirical measurement of e-government service quality using validated multi-dimensional models remains scarce for the Nigerian federal context. This study empirically assesses e-government service quality and its relationship with citizen satisfaction in five Nigerian federal agency portals: FIRS, NCC, NIMC, NAFDAC, and CAC. A survey instrument adapted from the e-GovQual model was administered to 480 active users of the five portals, recruited through digital channels and physical service centres in Abuja and Lagos. Structural equation modelling using AMOS 26 was employed to test the measurement model and path relationships. E-government service quality was operationalised through four dimensions: efficiency, trust, reliability, and citizen support. Confirmatory factor analysis confirmed acceptable construct validity. Overall e-government service quality explained 54 percent of variance in citizen satisfaction. Trust and reliability were the strongest quality predictors of satisfaction. The NCC portal received the highest quality ratings, while the NAFDAC portal received the lowest. Key improvement priorities identified include reducing portal downtime, improving citizen support responsiveness, and enhancing transactional security trust signals. The study fills an empirical gap in Nigerian e-government quality research and provides agency-specific improvement recommendations.

Keywords: e-government service quality, citizen satisfaction, e-GovQual, Nigerian federal agencies, digital government