Emotional Intelligence Effect on E-Government Services Usage for the Duration of the Pandemic Covid-19
Abstract
Emotional Intelligence (EI) influences are significant aspects for citizens’ behaviour. In addition the impact of EI on decision making is worth mentioning. The main objective is to recognise patterns among EI and citizens’ intention to use e-Government Services as well as satisfaction regarding e-Service Quality in Public Sector. EI is measure with respect to TEIQue-SF instrument. Well-being Self-control, Emotionality, Sociability and General Items of EI subscales are related to TEIQue-SF instrument. These subscales were measured by 30 items, rated on a seven-point Likert format, ranging from 1 (strongly disagree) to 7 (strongly agree). To test the research questions and hypotheses, a survey will be conducted using Greek citizens’ intentions to e-Government Services. The instrument employed to assess citizens’ satisfaction regarding e-Service Quality in Public Sector related to e-Government Services, is the SEVQUAL. The study intends to disclose the sources supporting the satisfaction of citizens using e-Government Services as well as those holding back it in relation to Emotional Intelligence (EI). The research findings reveal the significant effects of EI regarding the absence of fear toward Web site Reliability, Responsiveness, Security/Confidentiality, and Personalization/Privacy related to e-Government Services.