Adoption of e-government services

Abstract

Purpose – The purpose of this paper is to develop a research model for understanding the relationship between service quality dimensions and demographic variables, and the willingness to use e-government services in Oman. Understanding the key determinants of electronic government (e-government) services is an important issue for enhancing the degree of use of these services by users. Design/methodology/approach – The data were collected using Google forms from 248 e-government service users. The hierarchical regression analysis was used to test the research model. Findings – The results showed that service quality dimensions, namely, reliability, security, efficiency and responsiveness, were the key determinants that influenced the willingness to use e-government services. In addition to service quality dimensions, two demographic variables, namely, age and education level of respondents, showed a statistically significant relationship with the willingness to use e-government services. Practical implications – The findings of this study provide useful insights into the decision-makers of e-government services in Oman and similar emerging economies. At the same time, these findings can also be used by academicians and information systems researchers for further research. Originality/value – This study is probably the first attempt to model e-government services on the basis of service quality dimensions and demographic variables in Gulf Cooperation Council countries. Moreover, this study will enrich the existing literature on the adoption of e-government services.

Improving qualities of e‐government services in Rwanda: A service provider perspective

“…Cost Price of a service (Andersen & Medaglia, 2008;Osman et al, 2014;Verdegem & Verleye, 2009) 7. Information Security The quality of ensuring information confidentiality, integrity, and availability (Alanezi et al, 2012;Anwer et al, 2016;Kaisara & Pather, 2011;Okunola & Rowley, 2013;Papadomichelaki & Mentzas, 2012;Seyal, Tajuddin, Rahman, & Abidin, 2015;Sharma, 2015;Verdegem & Verleye, 2009)…”

“…Ease of use The degree of simplicity using a service (Ahmed et al, 2015;Alanezi et al, 2012;Alias et al, 2011;Huang & Benyoucef, 2014;Kaisara & Pather, 2011;Karunasena & Deng, 2012;Okunola & Rowley, 2013;Papadomichelaki & Mentzas, 2012;Rasyid & Alfina, 2017;Rehman, Esichaikul, & Kamal, 2012;Sigwejo & Pather, 2016) 10. Website quality Organization and structure of the service portal (Alanezi et al, 2012;Alias et al, 2011;Horan & Abhichandani, 2006;Kaisara & Pather, 2011;Okunola & Rowley, 2013;Papadomichelaki & Mentzas, 2012;Rasyid & Alfina, 2017;Sharma, 2015;Verdegem & Verleye, 2009) 11. Support Assistance to users (Alanezi et al, 2012;Anwer et al, 2016;Kaisara & Pather, 2011;Okunola & Rowley, 2013;Papadomichelaki & Mentzas, 2012;Reddick & Turner, 2012) 12.…”

“…Support Assistance to users (Alanezi et al, 2012;Anwer et al, 2016;Kaisara & Pather, 2011;Okunola & Rowley, 2013;Papadomichelaki & Mentzas, 2012;Reddick & Turner, 2012) 12. Responsiveness The degree of reacting to user requests (Alanezi et al, 2012;Karunasena & Deng, 2012;Rasyid & Alfina, 2017;Sharma, 2015) 13. Customization Tailoring to suit a user (Alanezi et al, 2012;Alias et al, 2011;Anwer et al, 2016;Horan & Abhichandani, 2006;Verdegem & Verleye, 2009) Service quality is also affected by the ease of use, which refers to how easy it is to navigate and follow service delivery steps (Alanezi et al, 2012).…”

“…As citizens use services, they expect feedback from the service provider, which Karunasena and Deng (2012) refer to as responsiveness. Timely feedback is expected for all queries including support in case of problems (Sharma, 2015).…”

Critical Success Factors Influencing Adoption and Use of E-government Services by SMEs in the Manufacturing Sector in Kenya

“…Background Information Governments all over the world from developed to developing countries have well received the idea of e-government because they consider it as the most effective and efficient way of providing customized and collaborative government services utilizing optimal resources (Sharma, 2015 andGuma, 2013). This can be confirmed by the happenings observed around the world in the past two decades where there has been a move towards adoption and use of electronic government aimed at introducing radical changes to the old-style of public service delivery (Al-Mamari, Corbitt and Gekara, 2013).…”