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The purpose of this paper is to examine the relationships among e-government attributes in terms of social influence, perceived effectiveness, system quality, and information quality user satisfaction and intention to use e-government services in United Arab Emirates (UAE).

This study is based on previous research on e-government services, and has relied partially on Delone and Mclean’s (2004) updated IS success model and the new theoretical and accepted model (UTAUT). These models were used to examine the impact of some selected attributes of e-government on the adoption of e-government services in the UAE from the perspective of a citizen. A questionnaire survey was used to collect data from a total of 1,800 e-government users in the UAE and structural equation modeling was utilized to test the theoretical model.

This study has identified five main findings. First, it provides evidence of the direct effects of e-government attributes on user satisfaction. Second, it provides evidence of the direct effects of user satisfaction on user intention to use e-government services. Third, it provides evidence of the direct effects of e-government attributes on intention to use. Fourth, it demonstrates the positive total effects (direct and indirect) of e-government attributes on the intention to use e-government services in the UAE through user satisfaction. Fifth, two attributes of e-government – system quality and information quality – have emerged as having a strong effect on the intention to use e-government services.

The research study was limited to the UAE geographical region. It would be very interesting to see if there are regional variations when compared to the findings of this research study. The target respondents for this study are internet users. Future research needs to be extended to include both users and nonusers of the internet for the purpose of comparison, and looking at the perception of a technology divide among citizens as a factor influencing citizen intention to adopt e-government services.

This study would help policy makers understand e-government users and to implement policies at large to meet the citzens ' needs of e-government services. The results of the study and the proposed model can be used as a guideline for e-government strategy formulation and implementation for the Government of UAE. The results of the study imply that decision makers of e-government programs should take into considerations these attributes when developing e-government programs because they affect users’ satisfaction and in turn enhances users’ intentions to use e-government services and consequently increase the success of e-government strategic programs.

This paper is one of the few studies on e-government adoption in an Arab country and the first study on e-government adoption in the UAE. The paper’s originality and value comes from its theoretical contribution as a first paper in this region to empirically test the impact of some selected variables (social influence, perceived effectiveness, system quality, and information quality) on user satisfaction and intention to adopt e-government services. In contrast to previous research, this paper selected user satisfaction as a mediated, rather than a dependent variable.

The purpose of this paper is evaluate the public value of municipal Wi-Fi networks by examining their costs and benefits. Increasing attention has been focused on the digital divide, i.e. inequalities in digital access, use and benefits, to a lesser extent on technologies providing opportunities to overcome these inequalities. Different theoretical traditions have approached the problem of the digital divide, this research represents a synthesis by combining a bottom-up approach to calculating the benefits of municipal Wi-Fi networks with an in-depth analysis of the digital divide in Europe.

After a systematic literature review, the paper uses a bottom-up methodology to evaluate the public value of a municipal Wi-Fi network by quantifying its potential benefits and costs. In addition, it includes different types of users based on the access opportunities available to them. It develops different scenarios for these users depending on the connection alternatives and the digital skills available across European countries.

By using data from the euro-28, the paper shows that, in general, the private value of a municipal Wi-Fi network is negative, the public value is positive. However, a greater public value is depending on the extent to which the benefits can be attributed to expectations about the arrival and usage of e-government services.

Based on the quantitative analysis, the authors suggest that municipal Wi-Fi networks can provide the potential to bridge the digital divide. To generate public value, these networks have to be driven by a strong need for e-government services.

However, important factors in the adoption of these services are related to digital skills available in the particular region.

In addition, public investment is required to stimulate the growth of broadband infrastructure in a complementary manner to enable public wireless networks.

The paper combines new insights into the cost calculations of municipal Wi-Fi networks with socioeconomic data on digital skills to examine different types of users.

The purpose of this paper is to investigate the emergence of e-government in post-Soviet countries using Kazakhstan as a case study. Extant research on e-government in developing countries highlights significant benefits including improved public services, reduced corruption, and more open and inclusive government. The paper asserts the presence of an e-government paradox which limits its potential to improve public services.

Primary data were collected from a number of sources: 6 focus groups with central government agencies, local authorities and civil society organisations; 25 structured and semi-structured interviews; and participant observation.

The research finds evidence of an e-government paradox in five forms: an emphasis on technological development; transactional services are faster but have displaced attention from core public services; petty corruption has been reduced but grand corruption remains; isomorphic mimicry; and greater participation by citizens has been limited.

The focus of the research is Kazakhstan. Applying the lessons learned to other post-Soviet countries has limitations given their different stages of development since independence.

The key practical implication of this research is that countries can become absorbed by e-government technology without questioning the fundamental business model which underpins how public services are delivered. Ultimately, this impacts on the social value of e-government.

While existing research has examined how e-government has been implemented in developing countries, this paper focusses on Kazakhstan as an authoritarian state with wider implications for post-Soviet countries.

The purpose of this paper is to acknowledge the potential complexities in conventional notions of e-government service environments, which have earlier been conceptualized as a two party interaction system where the government is the service provider and other entities such as businesses, citizens, etc. are the service recipients. In this regard, the authors extend their attention to a core service context and identify the existence of “credence-based” service setting that may involve more than two parties such as government, citizens, and third-party institutions (TPIs).

An in-depth literature review is performed to build a conceptual foundation for the proposed service environment. A case of an Indian context is exemplified to understand the credence-based service setting and advocate the suitability of broader dimensions of service quality assessment, and propose a preliminary model of service quality assessment in the given context. The case study approach is adopted for gathering and analyzing the data. The data are collected from government web sites, semi-structured interviews with government officials, and students.

The paper finds that the existence of TPIs changes the nature of normal government to citizen (G2C) service interaction. Service quality conceptualization for this particular kind of e-government setting is bi-dimensional in nature which involves two separate but interdependent constructs quality of information, and quality of service Interaction that collectively contributes to service quality and empowerment of the recipients.

The present work attempts to differentiate the service context of credence-based e-government setting with the traditional conceptualizations of e-government service environments.

The purpose of this study is to measure the impact of demographic factors as determinants of citizens’ perceptions toward two dimensions of e-governance, namely: e-openness and e-participation.

A questionnaire was administered to collect data from three locations in the United Arab Emirates (UAE). Demographic data were analyzed to test two dimensions, namely: e-openness and e-participation of e-governance underpinning five demographic variables. More specifically t-test and the Scheffe method of multiple comparisons were conducted on a sample of 1,500 respondents to measure the significance of gender, age, educational level, nationality and type of employment in relation to the aforementioned dimensions of e-governance.

Findings indicate that, with the exception of nationality, all other demographic variables including gender, age, education and type of employment clearly explain differences among the respondents of e-governance. Furthermore, our findings suggest that respondents perceive moderate satisfaction with one dimension, namely, e-openness, but less satisfaction with the other dimension of e-governance, namely: e-participation.

The study is limited by the exclusive emphasis of the influence of five independent demographic factors on only two dimensions of e-governance. In addition, the sample represents highly educated and experienced respondents of Internet use and thus the results might be biased. Future studies may look beyond the demographic variables by evaluating UAE citizens’ attitudes and behavior towards the adoption of e-services. Furthermore, future research could be an in-depth examination, through focus groups, of the factors that impede an active interaction in the UAE. To overcome the possibility of biasness of the results, future work should include non-users and comparing the adoption behavior of online and offline users.

The key findings are useful for policy-makers and decision-makers for a real understanding of the needs of the citizens and to re-conceptualize the government Web sites as an interactive channel of communication in enhancing transparency and participation and, therefore, to contribute to democratic process.

The primary value of this research lies in extending the understanding of citizens’ perceptions of two dimensions of e-governance according to their demographic attributes. The two dimensions of e-governance identified in this study are neither studied before in the context of Arab countries nor explored in relation to the identified demographic variables. Furthermore, this study combines the two dimensions (e-openness and e-participation) and is in contrast with previous studies which examined these two dimensions separately.

This study aims to investigate the factors that influence the use of e-government services among male and female samples, aiming at gaining a deeper understanding of how to promote digital inclusion and maximize the benefits of digitalization.

This study uses binomial logistic regression modeling on two data sets: a nationwide survey at the individual level of 8,854 usable samples conducted in 2019 and village potential statistics.

The survey indicates low adoption and use of e-government services among both males and females. The statistical analysis further reveals that although there might be some variations in the influencing factors between the genders, the overall patterns are similar. These findings suggest that the low adoption and use of e-government services among males and females can be attributed to factors such as misperceptions about internet-based services, resulting in low motivation to use the services, inadequate internet connectivity, affordability, limited digital skills and exposure to harmful online content.

This study conducts a gender-disaggregated analysis to determine whether the antecedents of males’ decisions to adopt e-government services differ from those of females. Such a study is underrepresented in the extant literature, particularly in the context of e-government service use.

The purpose of this study is to investigate the contributing factors to E-government disruptions in Malaysia public service. Researchers have highlighted that the main factors that contribute to IT service failure are the people, process and technology. However, relatively few empirical studies examine to what extent these factors contribute to E-government service disruptions. This study explores the level of contribution of each factor to the E-government service disruptions.

The research was conducted based on the hypothetical-deductive approach. Based on the synthesized literature review, a conceptual model is proposed and several hypotheses are developed. The study was undertaken using questionnaires via convenience sampling whereby eight frontline agencies, six departments and four ministries in Malaysian public service were selected. The selected agencies are frontline agencies (agencies that deal directly with citizens) and have implemented E-government. The respondents consist of IT department employees of those agencies. The data for this research were analyzed using the descriptive and inferential statistics analysis.

Statistically, both human error and process failure are significantly correlated with E-government service disruptions in the Malaysian public sector. More importantly for this research, the empirical results reveal that human action, decision, management, error and failure are the major causes to the E-government disruptions, followed by an improper process or procedures. In addition, it is found that technology failure is not significantly contributing to the E-government disruption frequency in the Malaysian public sector. Human error is an important factor and needs to be given more attention by the management, as human is the creator, who uses, manages and maintains the technology and process to enable the delivery of services as specified in the objectives, vision and mission of the organization. However, the approach used to address E-government disruptions is more toward technology-oriented and revolves around the recovery process.

The study only focuses on three main factors, which are people, process and technology, and the target sample focuses only front-end service agencies. Further study can be extended by incorporating the other factor such as organizational environment, and the sample size could be expanded by including all agencies in public services. As human failure is a major cause of E-government disruptions, the proposed future research should also study the causes of human failure and how to address the problem by developing a resilient organization.

The results of this study have two implications: first is the discovery of the disruption factors that affect E-government service availability, and second is that the results of this study prioritized the factors that contribute to E-government service disruptions. This information would be beneficial to local, state and national governments for further action to ensure the availability and sustainability of E-government implementation.

This study identifies the factors that contribute to the service disruption of E-government and, thus, gives the priority of each factor based on its contribution to the E-government service disruption. This is an important finding because it enables public sector agencies to plan and implement improvements as needed and at the appropriate rate for each IT service component to ensure the E-government availability guarantee.

The purpose of this paper is to propose a framework for assessing the maturity level of electronic government (e‐government).

The conceptual framework is based on two models: the intellectual capital (IC) management and the capability maturity model integration (CMMI).

The framework is composed of four input areas (human capital, structural capital, relational capital, and IT investment) and five maturity stages (web presence, interaction, transaction, integration, and continuous improvement). These areas are assessed by using the IC management model and the CMMI model. Employing the IC management process enables not only practitioners to effectively manage resources, but also auditors to more objectively assess the input area. Using the CMMI model allows governments to conduct process‐based assessments.

The paper contributes to the literature and practice in the following ways. First, it outlines how to define and assess key attributes of e‐government activities. It can help governments to enhance the awareness and understanding of maturity levels of e‐government. Second, this research expands the scope of current studies on a maturity model by providing a balanced view between input factors (resources) and results (maturity stages). For practitioners, assessing the input factors enables them to realize how to prioritize strategies and resources. For academics, this attempt sheds light on the concepts of IC in e‐government studies. Third, considering the CMMI model will be helpful to conduct an objective and useful assessment. On the basis of a matrix for assessing maturity levels, governments can conduct self‐assessment and establish stable and mature implementation processes.

A government website is considered as an electronic government service delivery system (eGSDS). The authors look at this eGSDS from its process point of view. This study aims to expand the existing knowledge of e-government adoption, and to identify the significance of eGSDS process to user satisfaction.

This study uses a quantitative technique using data collected from 197 respondents. Structure equation modeling has been used to test the model and the proposed hypotheses.

The findings indicate that as the eGSDS process improves, a user’s perception of the government website’s ease of use increases, leading to increased perceived usefulness, which increases user satisfaction. The findings also indicate that eGSDS process has a significant impact on perceived usefulness and user satisfaction. This study provides evidence that the technological capabilities embedded in the government website processes are an important factor in determining e-government service quality and ultimately e-government user satisfaction.

The sample used was sufficient for this study and allowed reasonable conclusions to be drawn, but cannot be considered representative of all e-government users in India. Further research may help to validate the findings and generalize the results to a wider population. This study extends the current literature that looks at e-government adoption. Academicians and information systems researchers may use these findings for further research.

The research provides evidence that the technological capabilities embedded in the eGSDS process are critical in adopting e-government services. Government or concerned agencies may consider eGSDS process attributes (e.g. navigation, searching and transacting) while designing e-government service to give improved experience to its user.

E-government websites have become an important point of contact with citizens for many public services. However, more study is needed to understand how Web-based technological capabilities of e-government services affect user satisfaction. This study is an attempt to explore the impact of the eGSDS process on e-government user satisfaction.

This study aims to understand the role of access convenience of common service centres (CSCs) in determining the e-government continuance intention from the perspective of citizens who are dependent on these centres for using e-government services, in developing countries such as India. The study uses the DeLone and McLean’s information systems (IS) success model as a theoretical basis and analyses the effect of access convenience of CSCs (AC), on the three quality dimensions (namely, information quality [IQ], system quality [SyQ] and service quality [SQ]), and the e-government continuance intention. The effects of the three quality dimensions on continuance intention are also analysed.

The primary data were collected from the field surveys conducted at various CSCs in Uttar Pradesh state of India using convenience sampling technique. The study sample included 358 respondents who use e-government services through CSCs. Structural equation modelling was used to test the hypothesized relationships in the proposed model.

The findings of the study suggest that CSCs’ access convenience has a significant positive impact on the e-government continuance intention. The findings also confirm the significant positive impact on all the three quality dimensions of e-government i.e. IQ, SyQ and SQ. Though the findings do not provide support for the impact of IQ and SyQ on the e-government continuance intention but the impact of SQ on the e-government continuance intention is found to be significantly positive.

The explanatory power of the model indicates the scope of including more variables in determining the continued usage of e-government. Future studies may extend the present study by including concepts such as trust, satisfaction and security/privacy concerns of citizens. The present study has failed to support the impact of IQ and SyQ on the intention to continue using e-government services. Future studies may test the model in different contexts with different respondents to further examine these relationships. Future studies may also see the association between the continuance intention and actual use of e-government services.

The government should provide accessible CSCs to the citizens which are conveniently available to them. To diffuse the e-government services successfully among all citizens, the government needs to see that sufficient numbers of CSCs are available in the areas where people lack the required infrastructure for using the e-government services. The government also needs to ensure that the CSCs are fully functional and equipped with facilities for providing the best quality services.

The study combines the quality constructs from the IS success model with AC, for predicting the e-government continuance intention. The joint use of these constructs has provided a model with high explanatory power, which is able to explain 76.6% variation in the continued usage of e-government services. The study also contributes to the existing literature by presenting AC as a strong determinant of the e-government quality dimensions.