Drivers of E-Government Citizen Satisfaction and Adoption

Abstract

This study investigated the impact of drivers of e-government, particularly social CRM, citizen trust, and quality of electronic services, on citizen satisfaction with e-government services in the Jordanian environment. In addition to measuring the impact of social CRM on citizen trust and service quality respectively and its impact on citizen satisfaction. A convenience sample was used to achieve the study purpose consisting of 386 questionnaires collected online. The resulting data was analyzed using PLS.2 software. The study findings reveal that social CRM has a significant impact on citizen trust and quality of electronic services, and furthermore that citizen trust and quality of electronic services have significant impacts on citizen satisfaction with e-government services. The study found no direct relationship between the use of social CRM and citizen-government satisfaction but showed a significant indirect impact via customer trust and service quality.

Determinants of E-government Adoption: A Systematic Literature Review

“…The cornerstone of all interpersonal relationships, trust, is frequently addressed in human-technology interactions. Thus, trust is an essential determinant of E-government adoption (Abu-Shanab, 2017;Al-Ma'aitah, 2019;Alryalat, 2017;Jaradat et al, 2018;Sawalha et al, 2019;Vejačka, 2016). The includes citizens trust (Al-Ma'aitah, 2019;Mensah, 2020).…”

“…Thus, trust is an essential determinant of E-government adoption (Abu-Shanab, 2017;Al-Ma'aitah, 2019;Alryalat, 2017;Jaradat et al, 2018;Sawalha et al, 2019;Vejačka, 2016). The includes citizens trust (Al-Ma'aitah, 2019;Mensah, 2020). The personal data security and the perceived level of risk associated with the technology embeddedness in government services determine the level of trust in such technologies (Ejdys et al, 2019).…”