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© Springer International Publishing AG 2017. The present study is an attempt undertaken to examine the relationship between eGovernment services and citizens’ satisfaction in the context of federal agencies in Pakistan. Almost all the developing nations are still struggling to whether initiate these services or fully benefit from the already initiated e-services. This study proposed government to citizen satisfaction model considers the role of website content, trust, security or privacy, e-readiness, and quality of services while measuring the citizen satisfaction. Five hypotheses have been developed. A total of 500 questionnaires have been distributed of which only 302 received back with a response rate of 60.4%. On the collected data, quantitative and qualitative tests have been applied. Besides this it has been concluded form the analysis that all hypotheses were supported based on the contemporary research findings. The findings and recommendations can be successfully utilized for the betterment of the e-services and public service delivery tools.

Original publication




Conference paper

Publication Date





221 - 237