Adoption of e-government services: The role of service quality dimensions and demographic variables

Research output: Contribution to journalArticle

46 Citations (Scopus)


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.

Original languageEnglish
Pages (from-to)207-222
Number of pages16
JournalTransforming Government: People, Process and Policy
Issue number2
Publication statusPublished - May 18 2015



  • Demographic variables
  • E-government
  • Oman
  • Regression
  • Service quality dimensions

ASJC Scopus subject areas

  • Public Administration
  • Computer Science Applications
  • Information Systems and Management

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