Measuring the Satisfaction of Beneficiaries with the Government Entities' Use of Social Media to Respond to Their Inquiries (Tawasul platform - Ministry of Education) as an Example

AlZubaidi, Haya; Hamdan, Maria

doi:10.21608/jkom.2025.419306

Measuring the Satisfaction of Beneficiaries with the Government Entities' Use of Social Media to Respond to Their Inquiries (Tawasul platform - Ministry of Education) as an Example

Authors

King Abdulaziz University, Jeddah, KSA

10.21608/jkom.2025.419306

Abstract

The study aimed to reveal the satisfaction of beneficiaries with the Ministry of Education's use of social media to respond to their inquiries, to identify the current use of social media by the Ministry of Education to respond to beneficiaries' inquiries, to address the difficulties faced by the Ministry of Education in responding to inquiries from the beneficiaries' perspective, and to demonstrate statistically significant differences in the responses of the study sample regarding the satisfaction of beneficiaries with the Ministry of Education's use of social media to respond to their inquiries based on the variables of gender, age, and educational qualification. The study adopted the descriptive-analytical approach. The study tool was a questionnaire as the main tool to obtain responses from the study sample individuals, with the study sample limited to (300) beneficiaries of the Ministry of Education's services. There were no statistically significant differences in the views of beneficiaries regarding the degree of satisfaction with the Ministry of Education's use of social media to respond to their inquiries attributed to gender and age variables, while there were statistically significant differences in the views of beneficiaries regarding the degree of satisfaction with the Ministry of Education's use of social media to respond to their inquiries attributed to the job title variable in favor of the administrative staff category. In light of the previous results, the study recommended the following: Expanding the use of social media platforms to include new and diverse platforms, such as Instagram, Snapchat, and others, to ensure reaching the largest possible segment of beneficiaries, and providing a qualified and trained team to respond to beneficiaries' inquiries quickly and effectively through social media platforms.

Keywords

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