Factors Influencing Citizen Adoption of E-Government in Developing Countries: The Case of Jordan

International Journal of Technology and Human Interaction, 9(2), 1-19, April-June 2013 1

Copyright © 2013, IGI Global. Copying or distributing in print or electronic forms without written permission of IGI Global is prohibited.

ABSTRACTThe 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.

Factors Influencing Citizen Adoption of E-Government in Developing Countries:

The Case of JordanOmar Al Hujran, Department of Management Information Systems, Princess Sumaya

University for Technology, Amman, Jordan

Anas Aloudat, Department of Management Information Systems, University of Jordan, Amman, Jordan

Ikhlas Altarawneh, Prince Sultan College for Business & Tourism, Al-Faisal University, Abha, Saudi Arabia

Keywords: Citizen Satisfaction, E-Government Adoption, Government Trustworthiness, Jordan, Service Quality, Technology Acceptance Model (TAM)

DOI: 10.4018/jthi.2013040101

2 International Journal of Technology and Human Interaction, 9(2), 1-19, April-June 2013


INTRODUCTION

The rapid growth of the Internet has had a transformational effect on society. It has en-abled many governments around the world to efficiently deliver information and services to their stakeholders: citizens, businesses, employ-ees and government agencies. E-government development very often aims to improve public service delivery capability, as well as a public administration’s governance, transparency and accountability (Chatfield & Alhujran, 2009). Davison et al., (2005) argue that e-government became an opportunity to rethink how the government provides services, and how it links them in a way that is convenient for a user’s needs, not only to put forms and services online. According to Bassanini (2002) e-government is also a mean of empowering people, chang-ing the way people access public services, by promoting transparency and accountability in governmental action of acquiring knowledge (Al-shqairat & Al tarawneh, 2011).

However, despite the governments’ growing investment in electronic services, at both national and local government levels, e-government research results present evidence of low-level citizen adoption of e-government services (Al-Jaghoub et al., 2010; Al-shqairat & Al tarawneh, 2011; Belanger & Carter, 2008; Choudrie & Dwivedi, 2005; Hamner & Al-Qahtani, 2009; Fu et al., 2006; Kumar et al., 2007; Lin et al., 2011; Wang, 2003). Citizens are still more likely to prefer the use of the traditional methods (e.g. in-person visits, phone calls) to interact with their governments (Be-langer & Carter, 2008). Due to this prominent problem, several researchers, such as Gilbert et al., (2004); Gupta et al., (2008); Fu (2006); Kumar et al., (2007); and Tung and Rieck (2005) suggest the need for more research in the area of e-government to help governments improving their understanding of the issues that influence citizen adoption of e-government services.

A careful review of e-government adop-tion research shows that a large portion of the published studies were conducted in developed countries, as for example: Carter and Bélanger

(2005); Kumar et al., (2007); Reddick (2005); Tung and Rieck (2005). In consequence, little is found about factors influencing e-government adoption in the developing countries (Lin et al., 2011). In addition, although service quality and user satisfaction are not new in the informa-tion systems (IS) research, the two concepts are not well recognized in the e-government adoption literature (Lai & Pires, 2010). This gap of knowledge is particularly apparent in the Arab countries, including Jordan. Therefore, the current study is expected to contribute to the existing knowledge and literature of e-government adoption in developing countries by targeting Jordan as its case. This study aims to investigate citizen adoption of e-government services in Jordan, in addition to explore the factors influencing the level of citizen adoption of e-government services. Importantly, it aims to extend the understanding of e-government adoption by proposing and then empirically testing a user-centric model that is based on an extended set of variables from the literature of technology acceptance, trust and marketing to examine the relationships between certain factors (government trustworthiness, service quality and citizen satisfaction) and citizen adoption of e-government services. A better understanding of these factors is rather critical for policy making in Jordan. It could also be argued that while this paper focuses on Jordan, the key findings presented may have important implications for other Arab countries and devel-oping countries around the world with similar circumstances as Jordan.

LITERATURE REVIEW

Jordan’s E-Government Program

E-government initiatives seek to enhance par-ticipation and interaction between government and its stakeholders (i.e. citizens, employees, clients, suppliers, donors, etc.) through devel-oping several sub-strategies, adopting different instruments (e.g. e-democracy) and using avail-able Information Communication Technology



(ICTs) tools, such as the internet and media. In the 1990s, e-government became a strategy for reform and development in public sector agencies through the rethinking of the govern-ment’s role as a whole. Also, the development of e-government followed the example of e-commerce through the use of a business model to solve government problems that included the weakness of democracy, bureaucracy and duplication of public departments’ efforts (Stahl, 2005).

Jordan has recognized that a comprehensive e-government initiative will motivate ICT ser-vices and the educational sector. Consequently, his Majesty King Abdullah II initiated the e-government as a national program in 2000 (Abu-Samaha & Abdel Samad, 2007). The Jordanian Ministry of Communications and Information Technology (MoICT) has been assigned to coordinate the required efforts to implement the e-government project and to provide the full support where needed to assure the success of the project. This program was established with the vision of developing Jordan both socially and economically by providing access to government e-services for everyone, regardless the economic status, location, ICT ability, and education level (MoICT, 2006b). The main goals of this program are: delivering high-quality services to consumers, businesses and organizations at reasonable costs, improv-ing government performance and efficiency, and ensuring public sector transparency and accountability (MoICT, 2006b).

Jordan is “one of the rare countries in the Middle East with a history of commitment to good governance and ICT-related initiatives” (Ciborra & Navarra, 2005, p142). In terms of achievements, the majority of the public agen-cies have a web presence. In 2003, 52% of the government organizations had a presence online (Tarawneh, 2003). In addition, increasingly e-government portals and ministries websites offer e-services to the public. Examples of these services include: police clearance, drivers and vehicle licensing, e-Tax, a real estate registry, and national exam registration and results (Abu-Samaha & Abdel Samad, 2007; MoICT,

2006a). Moreover, the UN e-government survey conducted in 2008 noted that Jordan improved significantly since the 2005 survey, and there-fore, it is now ranked as third among the Arab countries (United Nations, 2008). Furthermore, e-government in Jordan has substantially moved forward, from being ranked 90 in the 2005 United Nations’ e-government readiness report, to 15 in the 2008 report in the e-participation index worldwide. The government of Jordan has developed enhanced national portal and e-government websites which include features such as the SMS gateway that enables citizens to be more interactive with the government.

However, regardless some success, the e-government program in Jordan is still facing key challenges. These include: lack of citi-zens’ awareness, limited ICT skills among the government employees, integration problems, financial issues, lack of related legislations, and the digital divide (Abu-Samaha & Abdel Samad, 2007; Al-Omari, 2006; MoICT, 2006b; Tarawneh, 2003). In this regard, Al-shqairat and Al tarawneh (2011) argue that although the rate of the diffusion of technology increased in Jordan since 2000, it is still less than the required level. Therefore, there is a low level of ICT usage on one hand, and deficiency in the use of ICT in obtaining the benefits from it on the other hand. Jordan has a high rate of owning and using landlines and mobile phones, but simultaneously has a low rate of owning computers and accessing the internet. However, the aspiration is for increasing the usage of ICT and enhancing the way in which people may benefit from it.

Citizen Adoption of E-Government

There are many definitions for the citizen adoption of e-government (Kumar et al., 2007). Some researchers refer to it as the ‘intention’ (Carter & Bélanger, 2005; Warkentin et al., 2002) or ‘willingness’ (Gilbert et al., 2004) of a citizen to use e-government information and services. Warkentin et al., (2002, p.159) defined e-government adoption as “the intention to ‘engage in e-government’, which encompasses



the intentions to receive information, to pro-vide information and to request e-government services”.

Reddick (2005) classified the existing e-government literature into two streams of e-government adoption research: supply-side and demand-side. The first stream studies e-govern-ment adoption from the supply-side perspective, which reflects the factors that are important or related to the supplier of public services (local, state or national government) (Reddick, 2005). Therefore, this perspective explores factors that affect government organizations’ adoption and implementation of e-government services (Ciborra & Navarra, 2005; Ferro & Sorrentino, 2010; Holden et al., 2003; Moon, 2002; Nor-ris & Moon, 2005). Examples of these factors include IT infrastructure, financial resources, skilled personnel, and resistance to change. The second stream studies e-government adop-tion from the demand-side perspective, which focuses on the “customers” of public services (Reddick, 2005). Several researchers explored factors that influence citizens to adopt and use e-government services (Al-Jaghoub et al., 2010; Al-Hujran & Al-dalahmeh, 2011; Alhujran & Chatfiled, 2008; Belanger & Carter, 2008; Carter & Belanger, 2005; Fu et al., 2006; Gil-bert et al., 2004; Lin et al., 2011; Phang et al., 2005). Examples of these factors include trust, culture, and perceived ease of use, perceived usefulness, and experience. However, while the academic literature on e-government adoption has focused upon the supply-side perspective

of e-government adoption, relatively little at-tention has been given to the demand or citizen adoption of e-government services (Al-shqairat & Al tarawneh, 2011; Alhujran &Chatfield, 2008; Carter & Bélanger, 2005; Hamner & Al-Qahtani, 2009; Reddick & Turner, 2012; Reddick, 2005; Tung & Rieck, 2005), which justifies the focus of this paper on citizen adop-tion of e-government (demand-side).

OVERVIEW OF THE TECHNOLOGY ACCEPTANCE MODEL (TAM)

The TAM model initially proposed by Davis (1989) is one of the various models that in-formation technology (IT) and information systems (IS) researchers have used to predict and explain the underlying factors that motivate users to accept and adopt new information technology systems. TAM was adopted from the Theory of Reasoned Action (TRA) (Ajzen and Fishbein, 1980), a theory in the field of social psychology. The TAM, as shown in Figure 1, uses variables from the TRA to explain an individual’s voluntary use of IT/IS systems. In TAM, Davis proposed the constructs, perceived ease of use (PEOU) and perceived usefulness (PU), as the key determinants of IT or IS ac-ceptance behavior. Davis (1989, p. 320) defined perceived usefulness as “the degree to which a person believes that using a particular system would enhance his or her job performance”, and

Figure 1. Davis (1989) Technology acceptance model



defined perceived ease of use as “the degree to which a person believes that using a particular system would be free of effort”.

According to TAM, greater PU and PEOU of an IS positively influences the person’s at-titude toward this system. Fishbein & Ajzen (1975, p.216) defined attitude as “an individ-ual’s positive or negative feelings (evaluative affect) about performing the target behaviour”. The attitude, in turn, leads to greater intention to use the system, which positively affects the individual’s actual use of the system (Davis et al., 1989; Venkatesh & Davis, 2000). Fishbein and Ajzen (1975, p.216) defined intention to use as “the strength of one’s intention to perform a specified behaviour”. Also, the PU of a system is predicted to be positively influenced by the perceived ease of use. However, although the original TAM included the attitude toward behavior as a mediator between the beliefs and the intention to use, Davis et al., (1989) did not find empirical support for the attitude as a significant mediator and, therefore, dropped the attitude construct from his final model.

One advantage of TAM is that it has been extensively tested and validated across different settings. For example, several studies have used TAM to evaluate user adoption of electronic commerce (Gefen et al., 2003; Pavlou, 2003; Pavlou & Fygenson; 2006), electronic educa-tion (Arbaugh, 2000; Martins & Kellermanns,

2004), as well as e-government dronict al., 2003, (Al-adawi et al., 2005; Al-Hujran & Al-dalahmeh, 2011; Bélanger & Carter, 2008; Fu et al., 2006; Lin et al., 2011; Warkentin et al., 2002). In addition, the TAM has reliable instruments and empirically supported (Chen et al., 2007).

RESEARCH MODEL AND HYPOTHESES DEVELOPMENT

In this study we adopt TAM as the theoretical framework to examine the citizen adoption of e-government services and websites in Jordan. To improve TAM’s predictive power, Paul and John (2003) suggested that the model has to be integrated into a broader set including variables related to both human and social factors. In ad-dition, Wixom and Todd (2005) demonstrated the potential of integrating user satisfaction in TAM, which may yield to a better understand-ing of user acceptance and adoption. Built upon this, the model for this study, as shown in Figure 2, is an extension of the original TAM. It integrates the constructs of TAM with new constructs, such as citizen satisfaction, service quality and trustworthiness, to form a model of factors that influence citizen adoption of e-government services.

Figure 2. The research model



Perceived Usefulness

E-government is an important Internet applica-tion that helps governments to deliver services to the public, improve interactions with citizens, businesses and other government organizations, and facilitate access to government documents and information (Huang and Bwoma, 2003). Using e-government services can lead to greater convenience and lower-time, money and effort for services. However, the numerous potential benefits of adopting e-government services will not be fully realized without a satisfactory adop-tion level of e-government information and ser-vices by the citizens. Previous researchers have recognized the positive relationship between perceived usefulness and citizen adoption of e-government services (e.g. Gilbert et al., 2004; Fu, 2006; Wang, 2002). For example, Gilbert et al. (2004) found that citizens willingness to use e-government services increased if they perceived that the electronic delivery of public services is saving them money and time. This study, therefore, proposed the following hypothesis:

H1: There is a direct positive relationship between perceived usefulness and the behavioral intention to use e-government services.

Perceived Ease of Use

Based on TAM, several researchers reported the importance of PEOU as a determinant of the citizen adoption of e-government services, either directly or indirectly (e.g. Carter & Bé-langer, 2005; Fu, 2006; Wang, 2002). Findings of these studies acknowledged that developing e-government websites that are easy to use and more user-friendly would positively influence citizen intention to use e-government services. Therefore, this study postulates the following hypotheses:

H2: There is a direct positive relationship between perceived ease of use and the behavioral intention to use e-government services;

H3: There is a direct positive relationship between perceived ease of use and the perceived usefulness of e-government services.

Citizen Satisfaction

User or customer satisfaction has been re-searched and proved by many researches to be a critical and significant factor for long-term organizational success (Anderson & Mittal, 2000, Clark 1999; Oliver, 1999) and systems usage (Al-Gahtani & King, 1999; Shih, 2004). There are many definitions for user satisfaction in the literature. Oliver (1999) defined satisfac-tion as the perception of a pleasurable fulfillment of a service. User satisfaction is also viewed as the user’s attitude toward an information system. According to Ives et al., (1983 p.785) user satisfaction is the “extent to which users believe the information systems available to them meets their information requirements”.

In the context of e-government, user or citi-zen satisfaction represents a modern approach for quality in public organizations and serves the development of a truly citizen-oriented man-agement culture (Horan & Abhichandani, 2006; Yaghoubi et al., 2011). To be citizen-oriented and to recognize its potential, e-government initiatives need to be grounded on in-depth understanding of potential citizens’ needs, perceptions (Lai & Pires, 2010) and other fac-tors influencing them to adopt the available e-government services. However, technology acceptance literature and customer satisfaction literature have been largely treated in parallel and have not been well integrated (Wixom & Todd, 2005). In their study, Wixom and Todd (2005) provided preliminary evidence that the two perspectives should be integrated. However, their study was conducted in an organizational context where the use of technology is manda-tory and the authors recognized that the results of their study cannot be generalized to other con-texts and technologies such as the e-government without further research. This study, therefore, proposes the following hypothesis:



H4: There is a direct positive relationship between citizen satisfaction and the be-havioral intention to use e-government services.

Service Quality

Scholars from different disciplines suggested the importance of service quality in electronic services environments (e.g. Agarwal et al., 2007; Reichheld & Schefter, 2000; Shih, 2004; Yaghoubi et al., 2011). Prior research addressing e-government service quality has also explored issues such as: evaluating the quality of an e-government web page (Brebner & Parkinson, 2006), measuring e-government service qual-ity (Barnes & Vidgen, 2006; Papadomichelaki & Mentzas, 2012) and identifying evaluation criteria and assessing user perceptions (Horan et al., 2006). However, e-government service quality literature is not as robust as we would like to see (Papadomichelaki & Mentzas, 2012). Today, service quality has become one of the most important issues in the public sec-tor. Interest in service quality has shifted to reflect current developments in e-government that emphasize the e-services quality (Gronier & Lambert, 2010). One of the main goals of implementing e-government initiatives is to deliver better services to citizens. To achieve this goal, it is extremely essential to understand the needs of the citizens and tailor services to satisfy those needs (Kumar et al., 2007). Jordan’s e-government strategy is based on the goal of “delivering high-quality customer-centric and performance-driven services to e-government customers” (MoICT, 2006b, p. 4). According to this strategy, the e-government services are designed to be service-oriented, customer-centric, and results driven. Service quality can be described as the customer’s assessment of the overall excellence or superiority of the service (Zeithaml, 1988). The SERVQUAL scale, first developed by Parasuraman et al. (1988) has been widely tested as a mean of measuring customer perceptions of service quality. This scale measures the service qual-ity in five dimensions – tangibles, reliability,

responsiveness, assurance, and empathy. Of the five dimensions, only responsiveness, reliabil-ity and empathy are applicable to measure the Web-based service quality (Al-Shibliy, 2006). Hence, tangibility and assurance were not in-cluded in this study. Responsiveness refers to the customer perception of the responsiveness and helpfulness of the service provider; reliability refers to the ability to perform the promised service dependably and accurately; empathy refers to the caring and attention of the firm to its customers (Parasuraman et al., 1988).

Prior IS and marketing research has demonstrated that service quality leads to user satisfaction (Cronin & Taylor, 1992; Yen & Lu, 2008). Cronin & Taylor (1992) pointed out that service quality is an antecedent of consumer satisfaction. Applied to e-government, qual-ity of e-government services guarantees that citizens will use them with great satisfaction (Gronier & Lambert, 2010; Lai & Pires, 2010). Therefore, in this study the following hypoth-eses are proposed:

H5.1: There is a direct positive relationship between responsiveness and citizen sat-isfaction;

H5.2: There is a direct positive relationship between reliability and citizen satisfaction;

H5.3: There is a direct positive relationship between empathy and citizen satisfaction.

Trustworthiness

A review of the e-government adoption literature conducted by Titah and Barki (2006) showed that trust is among the most significant factors affecting e-government adoption. Citizen trust is essential for the widespread adoption of e-government services (Susanto & Goodwin, 2010; Carter & Bélanger, 2005; Hung et al., 2006; Wang 2002; Warkentin et al., 2002). People usually have concerns about privacy and misuse of their personal information when it is shared over the internet (Carter & Bélanger, 2005). Several definitions of trust and trust-worthiness have been found in the literature. Barney & Hansen (1994, p.176) define trust



as “the mutual confidence that no party to an exchange will exploit another’s vulnerabilities”, while they define trustworthiness: “as the word itself implies, an exchange partner is trustwor-thy when it is worthy of the trust of other. An exchange partner worthy of trust is one that will not exploit other’s exchange vulnerabilities”. In this study, we adopt this distinction, and view government trustworthiness as an important antecedent of citizen trust. This study argues that trust is an attitudinal response of citizens to the government’s efforts to be trustworthy. It follows that perceived trustworthiness is likely to be an important strategic factor in predicting e-government adoption. Therefore, the follow-ing hypothesis is formulated:

H6: There is a direct positive relationship be-tween trustworthiness and the behavioral intention to use e-government services.

METHODOLOGY

Measurement and Data Collection Method

A self-administered structured questionnaire, constructed based on other related previous studies, was used to examine the citizen adop-tion of e-government services in Jordan. This questionnaire was pre-tested, modified, trans-lated into Arabic and used to capture data on a cross-section of IS/IT users in Jordan. The accuracy of translation was then refined and verified by three Management Information Systems (MIS) professors.

Multiple items were used for measuring the research variables using a five-point Likert scale, ranging from 5= “strongly agree” to 1= “strongly disagree”. To ensure content valid-ity, the selected items in the instrument were operationalized using validated items from prior research to ensure the validity of the content. The TAM scales of PU and PEOU were mea-sured using items adopted from Davis (1989) and Davis et al., (1989). Behavioral intention (BI) items were adopted from Malhotra and

Galletta (1999) and Pavlou (2003). The mea-surement of trustworthiness was adopted from Carter and Bélanger (2005). To measure citizen satisfaction, items were adapted from Molla and Licker (2001). The measures of the service quality items were adopted from Parasuraman et al. (1985) and Parasuraman et al. (1988). The Appendix 1 shows all of the used measurements and their items.

For content and preface validity, the instru-ment was pre-tested with three academics and one postgraduate student in the field of IS. An academic excellent postgraduate student has been asked to fill the survey. When he finished it, he was asked to point out any problems in the survey questions. Based on his feedback, the wording of some questions was modi-fied to improve clarity. After this step, three academicians were asked to answer the survey questions and to provide their feedback on whether the questions would accurately measure each construct or whether the questions were vague, ambiguous, difficult to understand or contained contradictions. The instrument was then modified to reflect the feedback received from those experts.

To ensure the items are measuring the same construct, Cronbach’s alpha was used to evaluate the reliability of the instrument items (Cronbach, 1970). Although researchers suggest 0.7 as the accepted reliability cut-off, a value of more than 0.6 is regarded as a satisfactory level (Hair et al., 2006). The reliability function in the SPSS 17 was used to test the internal consistency (i.e. reliability) for the items in each scale. The results are presented in Table 1. The outcomes of the statistical analysis demonstrate satisfac-tory reliabilities, ranging from 0.692 to 0.908.

Sample and Study Population

The questionnaire was administered to 573 citizens who lived at the time across Jordan and have regular access to the Internet. A total of 372 questionnaires were returned, achieving a return rate of 64.9%. From the 372 surveys collected, 16 were considered unusable because they had many missing response items. The remaining



356 surveys were used in the analysis. The demographic characteristics of the participants are presented in Table 2. As shown in Table 2, 118 respondents (33.1%) were females and 238 (66.9%) were males. Most of the respondents (58.4%) were between 20−30 years of age and 72.5% have a bachelor degree. In addition, most of the respondents (56.7%) have considerable experience in using the computer. About 78.3% of the respondents have been using the com-puter for more than 3 years. Moreover, around 60% of them are using the Internet on daily or weekly bases. These results indicate that young citizens in Jordan have considerable experience in using computers and Internet.

FINDINGS AND RESULTS OF HYPOTHESES TESTING

A set of single and multiple linear regressions were used to test the hypotheses associated with the research model. Although the path coeffi-cient can be estimated in many ways, multiple regression analysis is used by most empirical studies to explore the relationship between a single dependent variable and several predictors (independent variables) (Hair et al., 2006). The multiple regression assumptions of normality, linearity, homoscedasticity and independence of residuals were tested and the integrity of the assumptions was not questioned. Table 3 shows

the results of the regression analysis based on the relationships proposed in the research model. Figure 3 is a graphical representation of the analysis results. To investigate the research hypotheses, multiple regression analyses were performed using SPSS 17.0 package for Win-dows. To investigate hypotheses H1, H2, H4, and H5, PU, PEOU, trustworthiness, and citizen satisfaction were simultaneously regressed on BI. To investigate the research hypothesis H3, single regression was performed. All the research hypotheses (H1, H2, H3, H4, H5.1, H5.2, H5.3, and H6) have been supported by the empirical test. In addition, the results indicated that the research model explained around 54.6% of the variance in citizen intention to adopt and use e-government websites (R2 = 0.546).

DISCUSSION

The findings indicate that there are factors which can influence the citizen adoption of e-government services in Jordan. As hypoth-esized, perceived usefulness, perceived ease of use, citizen satisfaction and trustworthiness are significant predictors of usage intention, and together, accounted for 54.6% of the variance in the citizen intention to use e-government services (R2 = 0.546).

In consistent with the previous TAM researches (e.g. Davis et al., 1989; Venkatesh

Table 1. Reliability statistics

Scale No. of Items Cronbach Alpha (α)

Perceived Usefulness (PU) 5 .736

Perceived ease of use (PEOU) 5 .850

Behavioral Intention to Use (BI) 3 .874

Trustworthiness (TR) 5 .860

Citizen Satisfaction 5 .908

Service Quality: Responsiveness 3 .743

Reliability 4 .789

Empathy 4 .692

Total 34



& Davis, 2000), this study hypothesized that there would be a positive relationship between the perceived usefulness, perceived ease of use and citizen intention to use e-government services (H1, H2). The findings of this study demonstrate empirical support for these two hypotheses. The perceived usefulness has a positive impact on the citizen’s attitude toward using an e-government service. As shown in Table 3, the standardized coefficient (Beta

value) for the perceived usefulness is positive and significant (β= 0.236, p<0.01). In addition, perceived ease of use had a positive impact on the citizen’s intention to use e-government service. Table 3 shows that Beta value for the perceived ease of use is positive and significant (β= 0.159, p<0.01). These results suggest that the government should make e-government services more useful, ease to use and usable. For example, government entities could achieve

Table 2. Demographic characteristics of the participants

Percentage Frequency Categories Characteristics

66.9 238 Male Gender

33.1 118 Female

10.1 36 Less than 20 Age

58.4 208 20-30

21.3 76 31-40

9.3 33 41-50

.8 3 More than 50

2.8 7.3

10 26

High school Community College Education

72.5 258 Bachelor

17.4 62 Postgraduate

32.6 116 Less than 200 Income

46.3 165 201-500

11.2 40 501-800

9.8 35 More than 800

33.1 118 Private sector Occupation

39.6 7.3

141 26

Public sector Self employed

18.3 1.7

65 6

Student Unemployed

21.6 77 Less than 3 years Computer experience

21.6 77 3-5

56.7 202 More than 5 years

21.9 78 Once a month Internet usage frequencies

18.3 65 Several times monthly

23.9 85 Several times weekly

11.5 41 Once a day

24.4 87 Several times daily



this by increasing the awareness of the citizens about the usefulness of using e-government services, providing e-government and ICT training workshops, and refining IT/IS systems selections to meet different citizens’ needs.

One of the main findings that could be observed from the results is that perceived ease of use has a significant positive impact on perceived usefulness, suggesting that the

easier the e-government service is to use, the more useful citizens perceive it. As Table 3 shows, Beta value is positive and significant (β= 0.493, p<0.001), validating H3. This find-ing is also in line with earlier TAM researches (Davis, 1989; Pavlou, 2003; Wangpipatwong et al., 2008). Moreover, this study hypothesized (H4) that there would be a positive relationship between citizen satisfaction and intention to

Table 3. Path coefficients and hypotheses testing

Analyses Type Hypothesis Independent Variable

Dependent Variable Beta Result

Multiple regression H1 PU

BI

0.236** Accepted

H2 PEOU 0.159** Accepted

H4 Citizen Satisfaction 0.438*** Accepted

H6 Trustworthiness 0.145** Accepted

H5.1 ResponsivenessCitizen satisfac-tion

0.387*** Accepted

H5.2 Reliability 0.219*** Accepted

H5.3 Empathy 0.262*** Accepted

Single regres-sion H3 PEOU PU 0.493*** Accepted

Statistical Significance*** Correlation is significant at <0.001** Correlation is significant at <0.01* Correlation is significant at <0.05

Figure 3. Significant relationships in the research model



use e-government services. The findings of this study demonstrate empirical support for this hypothesis. The results of the study indicate that citizen satisfaction has significant impacts on the intention to e-government services. The standardized coefficient (Beta value) for citizen satisfaction is positive and significant (β= 0.438, p<0.001), and thus hypothesis H4 was supported.

Interestingly, the findings demonstrate that the citizen intention to use e-government services is most dominantly influenced by his or her satisfaction. This is a strong indication that citizen satisfaction is a powerful predic-tor of his or her intention to use e-government services. Therefore, there is an urgent call now for citizen-focused e-government initia-tives in the developing countries. In order to be citizen-oriented, governments need to understand their citizens’ needs. While service quality is not a new concept in IS research, our literature review shows that the service quality of e-government services is not well recognized in the e-government adoption literature. The results of this study found that there is a high association between service quality dimensions (responsiveness, reliability and empathy) and user satisfaction. To promote citizen satisfaction with e-government services, service quality may play an important role.

Furthermore, the findings of this study show that there is a positive relationship between trustworthiness and the intention to use e-government services. As Table 3 shows, Beta value for trustworthiness is positive and significant (β= 0.145, p<0.01), validating H6. This finding is in line with earlier IT/IS adop-tion researches (e.g. Carter & Bélanger, 2005; Pavlou, 2003). Citizens who perceive their government as trustworthy will be more likely to adopt e-government services. Therefore, it is important for government entities to provide trustworthy services to the public by strategi-cally communicating information on their security and privacy policies to citizens on the e-government websites.

CONCLUSION

Based on the above-discussed findings, two salient conclusions can be made. First the perceived usefulness, perceived ease of use, citizen satisfaction and trustworthiness are significant predictors of a citizen intention to use e-government services. Second, the service quality dimensions: responsiveness, reliability and empathy have significant impacts on the citizen satisfaction.

Much of the existing empirical research focused on e-governments in developed coun-tries in the Western world. In consequence, very little is known about e-government adoption in the developing and Arab countries, including Jordan. In addition, the literature reported that few studies explored factors that influence citizens’ adoption of e-government services (demand-side) (Alhujran & Chatfield, 2008). Therefore, it could be argued that this study has made significant contribution to the body of knowledge at academic and practical levels as an important exploratory study in the context of Jordan as one of the developing countries where there is a real need for many research works to be conducted in e-government issues.

The present study has many important practical implications for governments. First, it provides some insights into the performance and adoption of e-government in Jordan that could help government entities to improve the effectiveness of e-government services, since it aims to extend public and government under-standing for the factors affecting the adoption of E-government services. Second, it could be argued that while this paper has a focus on Jordan, the key findings presented may also have impor-tant implications for other Arab and developing countries with similar circumstances as Jordan.

As with all studies, this paper has its limitations. This study adopted cross-sectional design. This cross-sectional study represents a slice of time, and does not show how a citizen attitude and behavior may change over time. A further study employing a longitudinal design would ascertain whether or not the citizen’s attitude toward using e-government services



changes over time. Another limitation is derived from the geographical location of the current research (i.e. Jordan). Although, the findings of the study are believed to be applicable to other Arab countries that share demographic characteristics with Jordan or provide their citizens with similar level of e-government services, these findings are not necessarily applicable to all Arab countries that are lag-ging behind Jordan in terms of e-government. Therefore, further studies in different countries would most likely strengthen and validate the findings. Finally, given the dominant effect of citizen satisfaction on e-government adoption, future research should focus on identifying the possible determinants of this construct, such as information and system quality, usability, security and privacy.

ACKNOWLEDGMENT

The authors wish to acknowledge the substantial funding support of the Deanship of Academic Research, at The University of Jordan, under project entitled “Determinants of E-Government Services Adoption and Utilization in Jordan: An Empirical Study”. The views expressed herein are those of the authors and are not necessarily those of The University of Jordan.

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Omar Al-Hujran is an assistant professor at the Department of Management Information Sys-tems, Princess Sumaya University for Technology (PSUT). He received his bachelor’s degree in computer science from Mu’tah University, Jordan, Master of Science in computing from the University of Technology/Sydney and PhD degree in Information Systems from Wollongong Uni-versity, Australia. His work has been presented in several international Journals and conferences such as Information Technology for Development Journal, Electronic Journal of e-Government, Int. J. of Electronic Governance, European conference on e-government, International Confer-ence on e-learning, e-business, enterprise Information Systems and e-government, ACS/IEEE International Conference on Computer Systems and Applications and European conference on Mobile Government. His research interests include transformational impacts of e-government, e-governance, e-government and mobile government in developing countries and ICT adoption and diffusion.

Anas Aloudat is an Assistant Professor in the Department of Management Information Systems, at the Faculty of Business, University of Jordan. Aloudat has several publications, including in Proceedings of the IEEE, Electronic Commerce Research Journal, several book chapters in the national security domain in the Research Network for a Secure Australia (RNSA) series, The Social Implications of National Security, and one academic book chapter. Aloudat researches predominantly in the area of social implications of emerging technologies, and has research interests in information systems innovation, adoption, diffusion and management.

Ikhlas I. Altarawneh is an associate professor of Human Resource Management at Department of Business, Business Administration and Economics College, Al-Hussein Bin Talal University, Jordan. Currently she works in prince sultan college for business and tourism, Al-faisal university in Saudi Arabia. She has many published research papers in many international journals. Her research interests are in human resources issues, women in the workplace, HRM effectiveness, training and development, Strategic HRM, organizational behavior, Human resource information system, e-government adoption, human resource and information system.



APPENDIX 1

Survey Items

Table 7. Citizen satisfaction

SAT1 I am satisfied with the technical quality of the e-Government portal and/or Ministry’s website(s) (e.g. download capacity and speed).

SAT2 I am satisfied with the information I receive from the e-Government portal and/or Ministry’s website(s)

SAT3 I am satisfied with the quality of the service offered by the e-Government portal and/or Ministry’s website(s)

SAT4 I am satisfied with the way in which e-government service providers adjust to my needs

SAT5 Overall, I am satisfied with the services offered by the e-Government portal and/or Ministry’s website(s)

Table 4. Perceived Usefulness (PU)

PU1 Using e-Government portal and/or Ministry’s website(s) enable me to access government services (e.g. get-ting national exam result online, getting national number) more quickly.

PU2 Using e-Government portal and/or Ministry’s website(s) enhances my effectiveness in accessing govern-ment services (e.g. find the most relevant information about a service).

PU3 Using e-Government portal and/or Ministry’s website(s) allows me to access more government services than would otherwise possible.

PU4 Using e-Government portal and/or Ministry’s website(s) to access government services increases my pro-ductivity (e.g. find information about services within shortest time frame).

PU5 Overall, I find e-Government portal and/or Ministry’s website(s) useful for me to access government services.

Table 5. Perceived Ease of Use (PEOU)

PEOU1 Learning how to use e-Government portal and/or Ministry’s website(s) to access government services is easy for me.

PEOU2 I find it easy to use e-Government portal and/or Ministry’s website(s) to find what I want.

PEOU3 My interaction with e-Government portal and/or Ministry’s website(s) to access government services is clear and understandable.

PEOU4 E-Government portal and/or Ministry’s website(s) is flexible to interact with.

PEOU5 Overall, I find using e-Government portal and/or Ministry’s website(s) to access government services easy to use.

Table 6. Behavioral Intention to use (BI)

BI1 I intend to use the e-Government portal and/or Ministry’s website(s) to access government services frequently.

BI2 I predict that I should use the e-Government portal and/or Ministry’s website(s) to access government services in the future.

BI3 I will strongly recommend others to use the e-Government portal and/or Ministry’s website(s)



Table 8. Responsiveness

SQ_RES1 I believe that the e-Government service provider is never too busy to respond to citizen requests

SQ_RES2 I believe that the e-Government service provider gives a prompt service

SQ_RES3 There is a good FAQ (frequently asked questions and answers) page that has links to the relevant information.

Table 9. Reliability

SQ_REL1 e-Government service provider shows a sincere interest in solving citizen problems

SQ_REL2 e-Government service provider provides easy to use tools for checking on the status of an ordered service

SQ_REL3 Transactions with e-Government service provider are error-free

SQ_REL4 e-Government service provider delivers on its undertaking to do certain things by a certain time

Table 10. Empathy

SQ_EM1 e-Government service provider offers a helpful assistance through E-mail or other electronic means

SQ_EM2 e-Government portal and/or Ministry’s website(s) allows citizens to easily exchange ideas and opinions

SQ_EM3 e-Government service provider has operating hours convenient to all its customers.

SQ_EM4 e-Government service provider understand my specific needs

Table 11. Trustworthiness

TRUST1 e-Government portal and/or Ministry’s website(s) have enough safeguards (e.g. security policy) to make me feel comfortable using it to access government services

TRUST2 I feel assured that legal and technological structures adequately protect me from any problems on using e-Government portal and/or Ministry’s website(s)

TRUST3 In general, e-Government portal and/or Ministry’s website(s) are now a robust and safe environment to access government services

TRUST4 In general, I think I can trust e-Government portal and/or Ministry’s website(s).

TRUST5 In my opinion, e-Government portal and/or Ministry’s website(s) are trustworthy

Factors Influencing Citizen Adoption of E-Government in Developing Countries: The Case of Jordan

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