The effect of heterogeneous demographics on the quality determinants of e-government services

Sujeet Kumar Sharma, Fatma Al-Zadjali, Jihan Al-Khanbashi

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

E-government initiatives are in the development stage in many developing countries. This paper attempts to understand the effect of heterogeneous demographics on the main determinants namely reliability, efficiency, security, and responsiveness of e-government services in Oman. The data were collected using Google forms, a free survey design service provided by Google, from 115 residents of Oman. The data were analysed using factor analysis and multivariate analysis of variance (MANOVA). The results obtained from factor analysis show that reliability construct shares maximum variance followed by responsiveness, efficiency, and security. Furthermore, the results of MANOVA show that gender has no effect whereas age groups and education levels have statistically significant effect on the scores of the aforementioned factors. This study can be useful to webmasters, egovernment service providers and academicians for understanding and developing egovernment initiatives.

Original languageEnglish
Title of host publicationProceedings of the 24th International Business Information Management Association Conference - Crafting Global Competitive Economies
Subtitle of host publication2020 Vision Strategic Planning and Smart Implementation
PublisherInternational Business Information Management Association, IBIMA
Pages436-444
Number of pages9
ISBN (Electronic)9780986041938
Publication statusPublished - 2014
Event24th International Business Information Management Association Conference - Crafting Global Competitive Economies: 2020 Vision Strategic Planning and Smart Implementation - Milan, Italy
Duration: Nov 6 2014Nov 7 2014

Other

Other24th International Business Information Management Association Conference - Crafting Global Competitive Economies: 2020 Vision Strategic Planning and Smart Implementation
CountryItaly
CityMilan
Period11/6/1411/7/14

Keywords

  • E-government
  • Factor analysis
  • MANOVA
  • Service quality

ASJC Scopus subject areas

  • Business and International Management
  • Management of Technology and Innovation
  • Strategy and Management
  • Human-Computer Interaction
  • Computer Science Applications

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  • Cite this

    Sharma, S. K., Al-Zadjali, F., & Al-Khanbashi, J. (2014). The effect of heterogeneous demographics on the quality determinants of e-government services. In Proceedings of the 24th International Business Information Management Association Conference - Crafting Global Competitive Economies: 2020 Vision Strategic Planning and Smart Implementation (pp. 436-444). International Business Information Management Association, IBIMA.