M-government trust framework: deployment of an empirical study amongst Jordanian youth

Abstract

Purpose This paper aims to debate the main factors influencing trust in mobile government (m-government) in the developing country of Jordan. The transformation from government services offered through a government website to services offered via smartphone devices needs further investigation to better understand the factors that might influence citizens’ trust in m-government, in particular, young citizens. This paper presents the concept of m-government and reports on a study of the main predictors affecting citizens’ trust in it. The theoretical framework used is based on the unified theory of acceptance and use of technology (UTAUT). Design/methodology/approach A survey study of 510 Jordanian young citizens, who had access to the internet and were smartphone users, investigated the influence of the identified factors on their trust in m-government. The hypotheses testing used multiple regression analysis. Findings Contrary to previous claims reported in relation to facilitating conditions, the following predictors: trust in government, word of mouth (WOM), social influence and facilitating conditions were found to be significant factors in predicting Jordanian citizens’ trust in m-government services. Originality/value This is one of few studies to investigate what influences trust in m-government by citizens in Jordan. The current research significantly contributes to the literature by incorporating factors from the UTAUT model with personal perception factors to elucidate m-government adoption. The integration of UTAUT with factors such as “WOM”, is a direction that can be followed in research on the adoption of and trust in e-government and m-government by citizens in any social community. This study clearly identities the relationship between m-government trust and the WOM construct, which is rarely discussed in this type of research context. Although the facilitating conditions construct is claimed to be non-significant in the presence of performance expectancy and effort expectancy, the current research shows the importance of including the facilitating conditions construct when considering the topic of m-government trust in Jordan. Finally, this paper provides a foundation for future empirical studies on the adoption of m-government.

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Challenges and opportunities in IT transformation of public service delivery: case of India Post

“…The delivery of government services to this vast population is challenged by the sparse distribution of resources (Aderamo & Magaji, 2010), the lack of low-cost collaboration tools (Venkatesh et al, 2014), as well as difficulties in overseeing rural public employees (Deininger & Mpuga, 2005;Dieleman et al, 2013). E-government and m-government policies have facilitated efficiency among public servants, with citizens developing trust in the government (Abdulkareem & Ramli, 2022;Alomari, 2022;Jaradat et al, 2018;Lin et al, 2017). However, constraints like inadequate IT infrastructure, outdated organizational practices, and lack of skilled resources have hindered last-mile delivery of e-government initiatives in rural areas (Choudrie et al, 2005;Dwivedi et al, 2012;Dwivedi & Weerakkody, 2007;Gorla, 2008;Weerakkody et al, 2009).…”

“…E-government and m-government policies have facilitated efficiency among public servants, with citizens developing trust in the government (Abdulkareem and Mohd Ramli, 2022; Alomari, 2022; Jaradat et al , 2018; Lin et al , 2017). However, constraints like inadequate IT infrastructure, outdated organizational practices and lack of skilled resources have hindered last-mile delivery of e-government initiatives in rural areas (Choudrie et al , 2005; Dwivedi et al , 2012; Dwivedi and Weerakkody, 2007; Gorla, 2008; Weerakkody et al , 2009).…”