Assessing the Impact of Digital Identity Verification on User Satisfaction with e-Government Portals

Abstract

E-Government evaluation faces challenges when national platform components and local portals are tightly coupled and citizens cannot distinguish between them. Within the Government as a Platform (GaaP) paradigm, digital identity and authentication are critical gateways shaping satisfaction with public service portals. This study examines how national digital identity verification affects user satisfaction with the regional e-Government portal myCIVIS (South Tyrol, Italy). Data from an online survey conducted in early 2023 are analyzed. A mixed-method design combined structural equation modeling (SEM) with qualitative content analysis. Although Italy offers two e-ID solutions, SPID dominated use and thus shaped the analysis. Results indicate that the login experience directly influences satisfaction and indirectly affects it via perceived service quality. Qualitative coding underscores widespread negative perceptions of login, often seen as part of the portal itself. The study highlights accountability challenges in GaaP settings and positions identity verification as a key determinant of satisfaction.