**3.4 Web design**

The dimension can be referred as a tangible dimension, as it is an only interaction point between the citizen's and the e-government portal. The dimension is related to the overall layout of the website that includes design and available content, also correlate with the different studies presented by various researchers. Where, Caruana et al. [53, 83] accentuated that the website design is related to the reputation of the organization and also influence customer confidence over the portals.

Web design factor is important to foster effective communication with service providers by providing relevant and accurate information. The portal design should be easy to use and understand as well as being visually appealing.

### **3.5 Security**

This dimension measures users' perceptions of how safe and secure they are concerning their personal information over the web site. The sense of security that e-government is fully secured provides trust to citizen to use e-government portals for their chores. While, Shareef et al. [69] studied security as a magnitude of citizens trust where citizen feel safe to disclose their personal information while they are interacting with different offered services provided on e-government portals. In SITEQUAL, Donthu et al. [60] evaluated security as an important parameter that enhanced the citizen trust while utilizing services offered by e-government portals.

By adhering to proper security measures, users are assured by service providers that their information is stored securely, and their privacy is protected, and the data provided is not used for any other purposes.
