Search results
1 – 10 of over 4000Kristijan Mirkovski, Kamel Rouibah, Paul Lowry, Joanna Paliszkiewicz and Marzena Ganc
Despite the major information technology investments made by public institutions, the reuse of e-government services remains an issue as citizens hesitate to use e-government…
Abstract
Purpose
Despite the major information technology investments made by public institutions, the reuse of e-government services remains an issue as citizens hesitate to use e-government websites regularly. The purpose of this study is to investigate the cross-country determinants of e-government reuse intention by proposing a theoretical model that integrates constructs from (1) the Delone and McLean IS success model (i.e. system quality, service quality, information quality, perceived value and user satisfaction); (2) the trust and risk models (i.e. citizen trust, overall risk, time risk, privacy risk and psychological risks); and (3) Hofstede's cultural model (i.e. uncertainty avoidance, masculinity, individualism and cross-cultural trust and risk).
Design/methodology/approach
Based on data from interviews with 81 Kuwaiti citizens and surveys of 1,829 Kuwaiti and Polish citizens, this study conducted comprehensive, cross-cultural and comparative analyses of e-government reuse intention in a cross-country setting.
Findings
The results show that trust is positively associated with citizens' intention to reuse e-government services, whereas risk is negatively associated with citizens' perceived value. This study also found that masculinity–femininity and uncertainty avoidance are positively associated with the intention to reuse e-government services and that individualism–collectivism has no significant relationship with reuse intention. This study's findings have important implications for researchers and practitioners seeking to understand and improve e-government success in cross-country settings.
Originality/value
This study developed a parsimonious model of quality, trust, risk, culture and technology reuse that captures country-specific cultural contexts and enables us to conduct a comprehensive, cross-cultural and comparative analysis of e-government reuse intention in the cross-country setting of Kuwait and Poland.
Details
Keywords
Abdullah Alkraiji and Nisreen Ameen
This study examines the effect of multidimensional constructs on citizen loyalty to e-government services. More specifically, it examines the effects of service quality, trust and…
Abstract
Purpose
This study examines the effect of multidimensional constructs on citizen loyalty to e-government services. More specifically, it examines the effects of service quality, trust and satisfaction on loyalty to these services.
Design/methodology/approach
The data were collected via a questionnaire that was completed by 780 foundation-year students in government universities in Saudi Arabia. The students who participated in the study had used a unified system provided by the Ministry of Education in Saudi Arabia for university admission. The data were analysed using structural equation modelling.
Findings
The key findings revealed that the factors service quality, trust in government, trust in e-government services and citizen satisfaction play a significant role in developing citizen loyalty to e-government services. Trust in government has the strongest direct effect on citizen loyalty to e-government services, and service quality has the strongest total effect on citizen loyalty. In contrast, citizen satisfaction has the least significant influence on citizen loyalty to e-government services.
Originality/value
This study proposes a new model for citizen loyalty to e-government services that combines the service quality model and trust theory. In addition, this study is among the first to categorise trust into three factors – trust in government, trust in e-government and disposition to trust – and integrate them into a model. Furthermore, the study reveals the roles of satisfaction and service quality in developing citizen loyalty. The findings of this study fill a gap in knowledge on citizen trust in, satisfaction with and loyalty to e-government services.
Details
Keywords
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…
Abstract
Purpose
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.
Design/methodology/approach
The data were collected using Google forms from 248 e-government service users. The hierarchical regression analysis was used to test the research model.
Findings
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.
Practical implications
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.
Originality/value
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.
Details
Keywords
Hani A. Alsarraf, Salman Aljazzaf and Ahmad M. Ashkanani
Electronic government (e-government) has been suggested as an important tool to improve public services and enhance citizens’ trust in government. Several studies have examined…
Abstract
Purpose
Electronic government (e-government) has been suggested as an important tool to improve public services and enhance citizens’ trust in government. Several studies have examined the relationship between e-government service quality, satisfaction and trust in government with conflicting results. This conflict reveals the need for additional examination of the process relating e-government service quality to trust in government. This study aims to introduce a theoretical approach that considers a crucial factor, which is perceived government effort. The model proposes that perceived e-government service quality first leads to satisfaction, which in turn increases perceived effort that finally translates into trust in government.
Design/methodology/approach
This study proposes and tests a conceptual model that examines the relationship between e-government service quality, satisfaction, perceived effort and trust in government. The model is tested using mediated regression analyses and Hayes’s PROCESS macro. Data were collected from an online survey of 723 individuals who interacted with e-government services in Kuwait.
Findings
The results supported the proposed theoretical model and particularly confirmed the mediating role of perceived effort in the link between e-government service quality and trust in government.
Research limitations/implications
The findings improve the understanding of the behavioral process linking satisfaction with citizen’s trust in the government.
Originality/value
The model introduces a crucial yet previously overlooked factor to the trust-building effect of e-government, which is perceived effort. This factor is particularly important in electronic services that inherently lack face-to-face interaction between citizens and government representatives.
Details
Keywords
Debjani Bhattacharya, Umesh Gulla and M.P. Gupta
E‐government implementation evolves through different stages of maturity, enforcing changes in strategies at each level. The transitions of service maturity phases pose continuous…
Abstract
Purpose
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.
Design/methodology/approach
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.
Findings
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.
Practical implications
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.
Originality/value
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.
Details
Keywords
Amritesh, Subhas C. Misra and Jayanta Chatterjee
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…
Abstract
Purpose
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).
Design/methodology/approach
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.
Findings
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.
Originality/value
The present work attempts to differentiate the service context of credence-based e-government setting with the traditional conceptualizations of e-government service environments.
Details
Keywords
Sujeet Kumar Sharma, Hafedh Al-Shihi and Srikrishna Madhumohan Govindaluri
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…
Abstract
Purpose
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.
Design/methodology/approach
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.
Findings
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.
Practical implications
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.
Social implications
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.
Originality/value
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.
Details
Keywords
Kriti Priya Gupta and Harshit Maurya
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…
Abstract
Purpose
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.
Design/methodology/approach
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.
Findings
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.
Research limitations/implications
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.
Practical implications
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.
Originality/value
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.
Details
Keywords
Rizqa Nulhusna, Puspa Indahati Sandhyaduhita, Achmad Nizar Hidayanto and Kongkiti Phusavat
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…
Abstract
Purpose
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.
Design/methodology/approach
Data were collected using questionnaires distributed among e-government service users in Indonesia. In total, 293 respondents were analysed using structural equation modelling (SEM).
Findings
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.
Research limitations/implications
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.
Practical implications
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).
Originality/value
This research provides a deeper and more accurate grasp on how public participation of e-government can be improved via trust.
Details
Keywords
The purpose of this paper is to study the e‐government service quality and risk perceptions of personal income taxpayers on e‐government service value.
Abstract
Purpose
The purpose of this paper is to study the e‐government service quality and risk perceptions of personal income taxpayers on e‐government service value.
Design/methodology/approach
The study uses qualitative in‐depth interview and content analysis to explore the determinants of e‐government service quality and risk dimensions of e‐government service value.
Findings
The findings suggest that perceived value of e‐government service is e‐government service quality, which consists of service design, web site design, technical support, and customer support quality. On the other hand, the three perceived risk concerns are performance, privacy, and financial audit risk.
Research limitations/implications
The study interviews the small samples of income taxpayers to develop the determinants of e‐government service value, future studies should utilize a quantitative study to strengthen the results. Future researchers could also expand the results to other groups of taxpayers (e.g. corporate tax) to explore and compare factors that contribute to e‐government service value.
Practical implications
The results can assist e‐government service design not only to increase electronic service quality but also to reduce risk facets in order to enhance e‐government service value and enlarge acceptance from income taxpayers. E‐government service providers can use the research model to detect electronic service weaknesses and risks so that the appropriate resources can be allocated to improve the system more effectively.
Originality/value
This study outlines e‐government service value in terms of e‐government service quality and risk perspectives or the E‐GOVSQUAL‐RISK model which contributes to the different knowledge on e‐government service.
Details