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You are being invited to take part in a research study being conducted by the UAE Ministry of Interior. Your participation is voluntary and, the answers you provide will be anonymity and will not in any way be linkable to you.
The purpose of this online questionnaire is to identify the quality determinants of the e-services that are currently provided by the UAE’s Ministry of Interior (MOI) to the public. It will focus in particular on a theoretical model for assessing the quality of government-to-citizen e-services and also, the mechanisms by which these services can be adapted and enhanced. In terms of the MOI’s ethics research procedure and your informed consent is:
I have read the information and agree to voluntarily participate in the study.
(please select with an 'x' if you agree or disagree)
___ Agree ____Disagree
More over you should know that:
1. Participating in this questionnaire should not take more that 10-15 minutes of your time.
2. Data will not be stored, digitally or otherwise, in a way linkable to you.
3. The data (and your confidentiality) will be safeguarded during and after the study, as has been the MOI’s policy with respect to all previous user satisfaction surveys.
4. The answers that you provide will be anonymised and is solely to be used for the purposes of improving the quality of the e-services the MOI seeks to provide the general public with.
Thank you in advance for your consideration, time and honest responses. |
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| * The process of completing the transaction was simple and straightforward. |
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| * Carrying out this e-service transaction was quick and easy |
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| * The navigation throughout the eService delivery process is easy |
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| * I did not need to download/install any new software to carry out this transaction |
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| * The information provided on this e-service site is well organized |
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| * The information relating to completing the steps and stages of the transaction is clearly set out and described |
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| * The steps/stages of the procedure are clearly outlined |
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| * Using the site lets me easily understand the procedure for performing this e-government transaction |
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| * The information regarding the payment process was clear and simple to follow |
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| * By using this service, no intermediate physical visit to a government office was required |
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| * The page/s of the e-service loaded quickly |
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| * I do not have any technical issues relating to this e-service |
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| * I believe this e-service was responsive to my needs |
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| * Using this e-service allowed me effectively perform this transaction online |
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| * I believe this e-service quickly delivers the service I expect it to |
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| * I believe the functionalities of this eService site are delivered in a professional manner |
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| * I am confident that my Ministry of Interior (MOI) user account and payment details are stored securely |
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| * I am confident that the MOI uses the latest anti-hacking technologies |
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| * I felt confident about paying for this service online |
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| * I am confident that this e-service provides the necessary mechanisms to protect my disclosed personal information from being stolen |
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| * I believe this e-service is backed up with good customer support should I need it |
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| * The e-service clearly states customer support is provided if required |
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| * If I were to encounter problems, MOI customer support would help resolve them |
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| * Customer Service Standards regarding response time and problem resolution are outlined on the eService website |
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| * The e-service site had answers to all my questions regarding the transaction |
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| * I am satisfied with the usefulness of the eService |
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| * Overall, I am satisfied with the eService of MOI |
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| * I intent to (re)use this e-service as I perceive it is fast, efficient and reliable |
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| * I intent to (re)use this e-service/site as it enabled me to conduct my transaction more quickly |
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| * I intent to (re)use Ministry of Interior (MOI) e-services all the time |
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| * Using the e-service gives me greater control in carrying out my tasks |
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| * Using the e-service saves me time and effort over other means of performing the same task |
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| * Overall, I find the e-service very useful |
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| * I trust the Government of the UAE in terms of carrying out bureaucratic transactions |
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| * I consider public sector administrative processes in the UAE to be transparent and fair |
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| * I feel confident and relaxed when interacting with staff at government agencies |
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| * Using modern technology makes me more productive in my personal life |
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| * Government e-services enable me to achieve a better work/life balance |
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| * I prefer to use the latest technology (services and products) available |
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