Factors Influencing Citizen Adoption of E-Government in Developing Countries

Abstract

The main purposes of this study are to investigate citizen adoption of e-government services in Jordan and to explore factors affecting the level of adoption of e-government services. Importantly, this study aims to develop a conceptual framework that is based on previous literature of Technology Acceptance Model (TAM) in order to examine the relationships between certain factors (government trustworthiness, service quality and citizen satisfaction) and citizen adoption of e-government services. A self-administered questionnaire was used to capture data from 356 Jordanian citizens across the country randomly. The findings indicate that perceived usefulness, perceived ease of use, citizen satisfaction and trustworthiness are significant predictors of the Jordanian intention to use an e-government service. The results also showed that the service quality dimensions: responsiveness, reliability, and empathy have significant impacts on the citizen satisfaction. The study has made significant contributions to the body of knowledge at academic and practical levels as an important exploratory study that was conducted in the context of Jordan, a developing country with genuine need for more research works on e-government issues. In addition, this study provides some valuable insights into the performance and adoption of e-government in Jordan that could help government agencies to improve the effectiveness of their services.

The imperative of influencing citizen attitude toward e-government adoption and use

“…In addition, the United Nations' e-government readiness reports ranked Jordan as one of the top 5 among the Arab countries (UN, 2003(UN, , 2005. Nonetheless, e-government in Jordan faces the problem of low usage levels of these electronic services (Al-Hujran et al, 2013;Al-Jaghoub, Al-Yaseen, & Al-Hourani, 2010;Mofleh, Wanous, & Strachan, 2008;Rana & Dwivedi, 2015). More than 85% of Jordanians never used e-government websites and electronic services (Al-Jaghoub et al, 2010).…”

“…Some scholars have utilized a number of theoretical frameworks to examine citizens' adoption of service provided by the government (e.g. Lin et al, 2011;Al-Hujran et al, 2013;Liu et al, 2014;Rana & Dwivedi, 2015). Examples of these factors include trust, risk, security, usefulness, and ease of use, attitude, quality, satisfaction, and computer experience.…”

“…However, despite the noticeable efforts in this domain, many governments worldwide are still facing the pressing problem of low-level adoption of e-government services by citizens (Al-Hujran, Aloudat, & Altarawneh, 2013;Belanger & Carter, 2008;Gupta, Dasgupta, & Gupta, 2008;Hamner & Al-Qahtani, 2009;Kumar, Mukerji, Butt, & Persaud, 2007;Lin, Fofanah, & Liang, 2011;Rana & Dwivedi, 2015). This pressing problem needs urgent research attention since the success of e-government is highly dependent upon citizens' adoption and use of e-government services (Carter & Bélanger, 2005;Ozkan & Kanat, 2011;Panagiotopoulos et al, 2012).…”

Barriers to the Use of Electronic Government as Perceived by Citizens at the Municipal Level in México

“…However, the implementation of ICT in developing countries presents different challenges than those found in developed countries [29]; [1]; [36]. Poor ICT infrastructure, poor Internet access, resistance from the citizens to adopting e-government, and low levels of computer literacy are some of the challenges found in developing countries when implementing e-government applications [2]; [8]. Even well-designed projects with sufficient funds, good management, and efficient execution can fail if the number of citizens willing to use e-government services does not reach a critical mass.…”

E-Government Diffusion in Jordan: Employees' Perceptions Toward Electronic Government in Jordan

“…For example, Anas et al (2014) have discussed the maturity level of the Jordanian electronic government program from the citizen's perspective and found that citizen's interest in e-government services is declining due to awareness problem. Al Hujran et al (2013) have studied the factors influencing citizen adoption of e-government in Jordan and found that ease of use, perceived usefulness, satisfaction, trust, responsiveness, reliability and information technology as important factors. Almatarneh (2011) has studied the privacy implications for Information and Communications Technology (ICT) in Jordanian egovernment sector and found that only three out of forty government agencies have some sort of guidelines with regard to privacy policies.…”