Adoption of e-government services

The role of service quality dimensions and demographic variables

Research output: Contribution to journalArticle

38 Citations (Scopus)

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.

Original languageEnglish
Pages (from-to)207-222
Number of pages16
JournalTransforming Government: People, Process and Policy
Volume9
Issue number2
DOIs
Publication statusPublished - May 18 2015

Fingerprint

electronic government
Quality of service
Regression analysis
Information systems
Education
Oman
Government services
Demographic variables
Electronic government
determinants
level of education
search engine
decision maker
regression analysis
information system

Keywords

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

ASJC Scopus subject areas

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

Cite this

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