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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.

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 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 to understand the customer perception of service quality with respect to the e-Government services in Oman and conduct an investigation in order to determine the key factors that affect the quality of e-Government services in Oman.

Primary data relating to the variables affecting quality of e-Government services and demographic profile data are collected using a questionnaire survey. The questionnaire was designed based on literature review and focus groups. Factor analysis method is employed to identify and rank the important factors affecting service quality.

The study found that the four factors listed in the descending order of importance, reliability, responsiveness, efficiency, and security are primary determinants of the quality of e-Government services in Oman.

This research enables government organizations to enhance their understanding of customer perception of e-Government services. The customer preference information can provide useful direction to the design, implementation, and management of e-Government services.

Improved service quality of e-Government systems can enhance public participation in these systems that have been established with huge investments. The improved participation can result in increased levels of efficiency, convenience, public awareness, transparency, engagement, and information for decision-making.

The paper addresses quality of e-Government services for the first time in Oman and in the gulf region using a carefully designed research study. The paper is of value to researchers in the area of service quality of e-Government, Government of Oman, and governments in the gulf region and other developing countries that are involved in designing and managing e-Government service systems.

This paper aims to answer a major challenge in the success of electronic government (e-government) implementation, viz., public participation via continual use intention and electronic word-of-mouth (eWoM). This study tries to provide some control by examining the impact of e-government quality on public trust and with continual use intention and eWoM. This study adopts the eminent information systems (IS) success model and expands the trust dimension into a multi-dimensional trust.

Data were collected using questionnaires distributed among e-government service users in Indonesia. In total, 293 respondents were analysed using structural equation modelling (SEM).

Of the three IS success factors, namely, systems quality, information quality and service quality, the former two are found to have significant correlation with trust. Dispositional trust has a substantial relationship with institutional trust and interpersonal trust, whereas institutional trust has a significant correlation with interpersonal trust. Institutional trust exhibits direct relationship with continual use intention and eWoM, whereas interpersonal trust has a significantly correlation with only continual use intention.

This study suggests that it is plausible that user satisfaction could act as an intermediary between service quality and trust or between service quality and continual use intention. Thus, further research studies to examine satisfaction factor and its correlation with public acceptance are encouraged.

Government agencies should focus on information quality and systems quality which have a significant relation with trust development. These should be more thorough and meticulous to provide complete, secure and easy-to-use e-government information. These should also facilitate eWoM because it plays an important role in disseminating e-government (services).

This research provides a deeper and more accurate grasp on how public participation of e-government can be improved via trust.

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.

The data were collected using Google forms from 248 e-government service users. The hierarchical regression analysis was used to test the research model.

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.

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.

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.

E‐government implementation evolves through different stages of maturity, enforcing changes in strategies at each level. The transitions of service maturity phases pose continuous challenges to service providers in assessing the e‐service quality of web‐based services used in government. This study is conducted to propose a multi item scale for assessing the e‐service quality of government portals involving transactions.

Factors influencing the e‐service quality of government portals were identified from an extensive review of research performed by academic scholars and practitioners. A questionnaire was designed based on a review and interviews with users of e‐government applications and was used to conduct a survey of fully operational portals. Responses were obtained and quantitative analyses were performed on the data to develop a scale. This scale can help in evaluating citizen perceived quality of e‐services.

Seven constructs – i.e. citizen centricity, transaction transparency, technical adequacy, usability, complete information, privacy and security and usefulness of information – were identified from the analyses, which can be used to assess the demand side service quality of government portals.

Despite a well‐structured, national‐level plan on e‐government and adequate funding in India, most of the projects under the scheme are far below the expectation level of citizens. Technology‐enabled applications have promised easy access to government services with economic gain in certain cases, but they have not ensured citizens' satisfaction. Improved service quality based on citizens' need and expectation can reduce the gap between design and reality and act as positive trigger for adoption of e‐government. This study can help government portal developers get an insight into users' needs to improve the design and implementation of online services. The issues are significant and cannot be overlooked in practice.

The paper is original and a research study. It provides an understanding of citizens' perceived quality of e‐services and adoption behavior within the framework of the web‐based environment of government services.

This paper aims to investigate the relationship between improvements in information quality and the benefits and performance of e-government organizations. As information quality is multi-dimensional measure, it is very crucial to determine what aspects of it are critical to organizations to help them to devise effective information quality improvement strategies. These strategies are potentially capable of changing government organizational structures and business processes. It examines the nature, direction and strength of the connections between information quality and the success of e-government initiatives. A conceptual model by means of which organizations performance and information quality research can be viewed is proposed and validated in Kuwait.

The study used a quantitative methodology to investigate the causal paths. A cross-sectional survey was completed by 268 employees positioned in the Kuwait Government ministries. Each of the main effect hypotheses was analyzed using stepwise multiple regression with stepwise selection.

It was found that the relationships between information quality and strategic benefits along with institutional value were in upright agreement. Our statistical analysis highlighted that improvement in different aspects of information quality can lead to a better organizational image. Specifically, usability and usefulness attributes of information quality came on the top of the key influencers on both strategic benefits and institutional value.

This is the first study which adequately covers the relationships between information quality and organizations performance in Kuwait. Based on our evaluation, the authors propose a conceptual model to assist in studying the effects of information quality improvement on e-government benefits and performance.

In any developing country, the critical benefits for ensuring proper utilization of e-government learning services have basically emerged from the integration of underlying processes – not only across different levels of government but also across different functions and agencies. The literature showed a notable lack of research to underline the limited use of e-government learning services in a university setting. Therefore, this study was conducted to examine students' intention to adopt e-government learning services in a developing country. Precisely, the existent to which reputation, social influence, information quality and system quality of e-government learning services would influence students' trust, perceived usefulness and perceived learning values was investigated.

The effect from these variables on students' intention to use e-government learning services was also investigated. A total of 406 questionnaires were collected and analyzed using partial least squares (PLS) modeling.

The results showed varying relationships between the study's variables. It is anticipated that understanding these relationships can predict future learning trends of e-government learning services use among university students, thus helping decision makers plan ahead, prioritize tasks and make better decisions.

Knowledge about students' intention to use e-government learning services is even useful for the implementation of other services by higher education institutions. This study also offers some implications for practitioners and researchers concerned about the application of e-government in students' learning development.

The purpose of this paper is to investigate the quality determinants influencing the adoption of e-government services in Oman and compare the performance of multiple regression and neural network models in identifying the significant factors influencing adoption in Oman.

Primary data concerning service quality determinants and demographic variables were collected using a structured questionnaire survey. The variables selected in the design of the questionnaire were based on an extensive literature review. Factor analysis, multiple linear regression and neural network models were employed to analyze data.

The study found that quality determinants: responsiveness, security, efficiency and reliability are statistically significant predictors of adoption. The neural network model performed better than the regression model in the prediction of e-government services’ adoption and was able to characterize the non-linear relationship of the aforementioned predictors with the adoption of e-government services. Further, the neural network model was able to identify demographic variables as significant predictors.

This study highlights the importance of service quality in the adoption of e-government services and suggests that an enhanced focus and investment on improving quality of the design and delivery of e-government services can have a positive impact on the usage of the services, thereby enabling the Oman Government in achieving the governance objectives for which these technologies were employed.

Studies in the area of e-government typically focus either on technology adoption problems or service quality problems. The role of service quality in adoption is rarely addressed. The research presented in this paper is of great value to the institutions that are involved in the development of technology-based e-government services in Oman.