The use of Metaverse platforms in public service provision: Implications on citizen satisfaction with special reference to the education sector (An exploratory empirical analysis of the Egyptian case)

Purpose: The research aims to understand the evolution of Metaverse since origin, describing its characteristics and applications, and exploring the intention to use Metaverse platforms in public service provision and how state-owned enterprises can leverage it for boosting citizen satisfaction, especially in education, in order to develop an advanced teaching model based on this fresh technology.
Methodology: This work is exploratory explanatory in nature, with a predictive futuristic orientation. Both qualitative and quantitative viewpoints were employed in the study. For theoretical intents, the paper adopted a descriptive analytical method, whereas empirically it used a field study approach. First, systematic review of previous literature was conducted, then online questionnaire-based survey was utilized to collect data from a 400-respondent sample. Deductive and inductive tools were both applied as well.
Findings: The research demonstrated how Metaverse facilitates novel forms of social engagement, remote collaboration, and immersive education. It also assessed its potential impact on citizen satisfaction within the public sector. The empirical analysis reached that there is a significant direct positive impact of educational Metaverse on citizen satisfaction with government educational services in Egypt.
Originality/ Implications: The paper adds to the accumulated results in this field, as it could help academics, practitioners, and public executives to obtain a comprehensive overview of how to achieve citizen satisfaction through adopting Metaverse in Egyptian public education. Moreover, the study provides fruitful recommendations that would help chart the path in future. Also, it might assist draw implications for further research opportunities in the area of educational Metaverse.