E-GOVERNMENT SUCCESS FACTORS FROM A BUSINESSES PERSPECTIVE IN DEVELOPING COUNTRIES: A CASE OF JORDAN

AnasGhassan Kanaan; Shahizan Bin Hassan

doi:10.29121/granthaalayah.v4.i11.2016.2415

Authors

AnasGhassan Kanaan Universiti Utara Malaysia, School of Technology Management & Logistics, Othman Yeop Abdullah (OYA) Graduate School of Business, Box-06010, Kedah, MALAYSIA
Shahizan Bin Hassan Universiti Utara Malaysia, School of Technology Management & Logistics, Othman Yeop Abdullah (OYA) Graduate School of Business, Box-06010, Kedah, MALAYSIA

DOI:

https://doi.org/10.29121/granthaalayah.v4.i11.2016.2415

Keywords:

E-government success, e-service quality, perceived usefulness, trust, personalization, Jordan E-government

Abstract [English]

This paper presents a study which examines several e-government success factors in Jordan. Due to the pace of globalization and rapid global growth of technology and the Internet information, many governments around the world have turned their services from traditional services into e-government services. Were the citizens, business organizations and other stakeholders are served via the internet. Jordan is one of the rare countries in the Middle East with a history of commitment to good governance and ICT-related initiatives. In recent years, Jordan’s efforts to provide e-government services to the public have been recognized. But still Jordan faces the problem of low usage levels of these electronic services, plus several scholars addressed that several studies were conducted from citizen perspective but few for businesses perspective. For a better understanding of e-government and its influence on the society as all and on the business society in particular the researchers carried out this study to identify the success factors which affect e-government adoption in Jordan, also to investigate the factors that determine business organization satisfaction towards e-government in Jordan. In this paper the researcher will discuss four factors that affect the success of e-government services from businesses perspective in Jordan as followed: e-service quality, perceived usefulness, trust, personalization.

Downloads

Download data is not yet available.

References

Ancarani, A. (2005). Towards quality e-service in the public sector:: The evolution of web sites in the local public service sector. Managing Service Quality, 15(1), 6-23. DOI: https://doi.org/10.1108/09604520510575236

Al Hujran, O., Aloudat, A., &Altarawneh, I. (2013). Factors influencing citizen adoption of e-government in developing countries: The case of Jordan. International Journal of Technology and Human Interaction (IJTHI), 9(2), 1-19. DOI: https://doi.org/10.4018/jthi.2013040101

Alshibly, H., &Chiong, R. (2015). Customer empowerment: Does it influence electronic government success? A citizen-centric perspective. Electronic Commerce Research and Applications, 14(6), 393-404. DOI: https://doi.org/10.1016/j.elerap.2015.05.003

Al-Jaghoub, S., Al-Yaseen, H., & Al-Hourani, M. (2010). Evaluation of awareness and acceptability of using e-government services in developing countries: The case of Jordan. The Electronic Journal Information Systems Evaluation, 13(1), 1-8.

Abdalla, S. (2012). An e-government adoption framework for developing countries: a case study from Sudan (Doctoral dissertation, Cranfield University). DOI: https://doi.org/10.1504/EG.2012.046267

Alomari, M. K., Sandhu, K., & Woods, P. (2009, November). E-government adoption in the Hashemite Kingdom of Jordan: factors from social perspectives. In Internet Technology and Secured Transactions, 2009. ICITST 2009. International Conference for (pp. 1-7). IEEE. DOI: https://doi.org/10.1109/ICITST.2009.5402528

Alomari, M., Sandhu, K., & Woods, P. (2010). Measuring social factors in e-government adoption in the Hashemite Kingdom of Jordan. International Journal of Digital Society (IJDS), 1(2), 163-172. DOI: https://doi.org/10.20533/ijds.2040.2570.2010.0017

Alawneh, A., Al-Refai, H., &Batiha, K. (2013). Measuring user satisfaction from e-Government services: Lessons from Jordan. Government Information Quarterly, 30(3), 277-288. DOI: https://doi.org/10.1016/j.giq.2013.03.001

Alomari, M. K. (2014). Discovering citizens reaction toward e-government: factors in e-government adoption. JISTEM-Journal of Information Systems and Technology Management, 11(1), 5-20. DOI: https://doi.org/10.4301/S1807-17752014000100001

Alomari, M. K., Sandhu, K., & Woods, P. (2014). Exploring citizen perceptions of barriers to e-government adoption in a developing country. Transforming Government: People, Process and Policy, 8(1), 131-150. DOI: https://doi.org/10.1108/TG-05-2013-0013

Ajzen, I. (1991). The theory of planned behavior. Organizational behavior and human decision processes, 50(2), 179-211. DOI: https://doi.org/10.1016/0749-5978(91)90020-T

Bouckaert, G., Van de Walle, S., Maddens, B., &Kampen, J. K. (2002). Identity vs Performance: An overview of theories explaining trust in government. Second Report. Leuven: Public Management Institute.

Ciborra, C., & Navarra, D. D. (2005). Good governance, development theory, and aid policy: Risks and challenges of e-government in Jordan. Information technology for development, 11(2), 141-159. DOI: https://doi.org/10.1002/itdj.20008

Caruana, A. (2002). Service loyalty: The effects of service quality and the mediating role of customer satisfaction. European journal of marketing, 36(7/8), 811-828. DOI: https://doi.org/10.1108/03090560210430818

Collier, J. E., &Bienstock, C. C. (2006). Measuring service quality in e-retailing. Journal of service research, 8(3), 260-275. DOI: https://doi.org/10.1177/1094670505278867

Carter, L., &Bélanger, F. (2005). The utilization of e‐government services: citizen trust, innovation and acceptance factors*. Information Systems Journal,15(1), 5-25. DOI: https://doi.org/10.1111/j.1365-2575.2005.00183.x

Chang, I-Chiu; Li, Yi-Chang; Hung, Won-Fu & Hwang, Hisn-Ginn, 2005. An empirical study on the impact of quality antecedents on tax payers acceptance of internet tax-filing systems. Government Information Quarterly, vol.22, pp. 389-410. DOI: https://doi.org/10.1016/j.giq.2005.05.002

Chatfield, A. T., &Alhujran, O. (2009). A cross-country comparative analysis of e-government service delivery among Arab countries. Information Technology for Development, 15(3), 151-170. DOI: https://doi.org/10.1002/itdj.20124

Chatfield, A. T., &AlAnazi, J. (2015). Collaborative Governance Matters to E-Government Interoperability: An Analysis of Citizen-Centric Integrated Interoperable E-Government Implementation in Saudi Arabia. International Journal of Public Administration in the Digital Age (IJPADA), 2(3), 24-44. DOI: https://doi.org/10.4018/ijpada.2015070102

Chen, J. V., Jubilado, R. J. M., Capistrano, E. P. S., & Yen, D. C. (2015). Factors affecting online tax filing–An application of the IS Success Model and trust theory. Computers in Human Behavior, 43, 251-262. DOI: https://doi.org/10.1016/j.chb.2014.11.017

Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS quarterly, 319-340. DOI: https://doi.org/10.2307/249008

Davis, F.D., Bagozzi, R.P., and Warshaw, P.R.,1989. User Acceptance of ComputerTechnology: A Comparison of Two Theoretical Models, Management Science (35)1989, pp 982-1003. DOI: https://doi.org/10.1287/mnsc.35.8.982

Delone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: a ten-year update. Journal of management information systems, 19(4), 9-30. DOI: https://doi.org/10.1080/07421222.2003.11045748

Delone, W. H., & Mclean, E. R. (2004). Measuring e-commerce success: Applying the DeLone& McLean information systems success model. International Journal of Electronic Commerce, 9(1), 31-47. DOI: https://doi.org/10.1080/10864415.2004.11044317

DeLone, W. H., & McLean, E. R. (1992). Information systems success: The quest for the dependent variable. Information systems research, 3(1), 60-95. DOI: https://doi.org/10.1287/isre.3.1.60

DeBenedictis, A., Howell, W., Figueroa, R., & Boggs, R. (2002). E-government defined: an overview of the next big information technology challenge. Issues in Information Systems, 3(1), 130-136.

Fang, Z. (2002). E-government in digital era: concept, practice, and development. International journal of the Computer, the Internet and management, 10(2), 1-22.

Gilbert, D., Balestrini, P., &Littleboy, D. (2004). Barriers and benefits in the adoption of e-government. International Journal of Public Sector Management,17(4), 286-301. DOI: https://doi.org/10.1108/09513550410539794

Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of marketing, 18(4), 36-44. DOI: https://doi.org/10.1108/EUM0000000004784

Gefen, D., Karahanna, E., & Straub, D. W. (2003). Trust and TAM in online shopping: an integrated model. MIS quarterly, 27(1), 51-90. DOI: https://doi.org/10.2307/30036519

Jinmei, H. (2011, August). Quality evaluation of e-government public service. In Management and Service Science (MASS), 2011 International Conference on (pp. 1-4). IEEE.

Komiak, S. Y., &Benbasat, I. (2006). The effects of personalization and familiarity on trust and adoption of recommendation agents. MIS quarterly, 941-960. DOI: https://doi.org/10.2307/25148760

Li, Y. N., Tan, K. C., &Xie, M. (2002). Measuring web-based service quality. Total quality management, 13(5), 685-700. DOI: https://doi.org/10.1080/0954412022000002072

Lucas, H. C., &Spitler, V. K. (1999). Technology use and performance: A field study of broker workstations. Decision sciences, 30(2), 291-311. DOI: https://doi.org/10.1111/j.1540-5915.1999.tb01611.x

LaVigne, M. F., Pagano, C. M., Dawes, S. S., & Pardo, T. A. (2002). Making a case for local e-government. Center for Technology in Government, University at Albany, SUNY.

Lee, J. K., Braynov, S., & Rao, R. (2003). Effects of public emergency on citizens' usage intention toward e-Government: a study in the context of war in Iraq. ICIS 2003 proceedings, 83.

Meftah, M., Gharleghi, B., &Samadi, B. (2015). Adoption of E-Government among Bahraini Citizens. Asian Social Science, 11(4), p141. DOI: https://doi.org/10.5539/ass.v11n4p141

Mofleh, S. I., &Wanous, M. (2008). Understanding factors influencing citizens’ adoption of e-government services in the developing world: Jordan as a case study. INFOCOMP Journal of Computer Science, 7(2), 1-11.

Morgeson, F. V., VanAmburg, D., &Mithas, S. (2010). Misplaced trust? Exploring the structure of the e-government-citizen trust relationship. Journal of Public Administration Research and Theory, muq006. DOI: https://doi.org/10.2139/ssrn.1353352

Phang, C. W., Li, Y., Sutanto, J., &Kankanhalli, A. (2005, January). Senior citizens' adoption of e-government: in quest of the antecedents of perceived usefulness. In System Sciences, 2005. HICSS'05. Proceedings of the 38th Annual Hawaii International Conference on (pp. 130a-130a). IEEE.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. the Journal of Marketing, 41-50. DOI: https://doi.org/10.1177/002224298504900403

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual. Journal of retailing, 64(1), 12-40.

Panagiotopoulos, P., Al-Debei, M. M., Fitzgerald, G., &Elliman, T. (2012). A business model perspective for ICTs in public engagement. Government Information Quarterly, 29(2), 192-202. DOI: https://doi.org/10.1016/j.giq.2011.09.011

Pitt, L. F., Watson, R. T., &Kavan, C. B. (1995). Service quality: a measure of information systems effectiveness. MIS quarterly, 173-187. DOI: https://doi.org/10.2307/249687

Pardo, T. (2000). Realizing the promise of digital government: It’s more than building a web site. Albany, NY: Center for Technology in Government.

Rana, N. P., Dwivedi, Y. K., Williams, M. D., &Weerakkody, V. (2015). Investigating success of an e-government initiative: Validation of an integrated IS success model. Information Systems Frontiers, 17(1), 127-142. DOI: https://doi.org/10.1007/s10796-014-9504-7

Rai, A., Lang, S. S., & Welker, R. B. (2002). Assessing the validity of IS success models: An empirical test and theoretical analysis. Information systems research, 13(1), 50-69. DOI: https://doi.org/10.1287/isre.13.1.50.96

Santos, P., Melo, A. I., &Paiva Dias, G. (2013, June). Administrative modernisation and e-government: The case of Águeda. In Information Systems and Technologies (CISTI), 2013 8th Iberian Conference on (pp. 1-6). IEEE.

Srivastava, S. C., Teo, T. S., & Jiang, L. (2008). Trust and electronic government success: An empirical study. Journal of Management Information Systems, 25(3), 99-132. DOI: https://doi.org/10.2753/MIS0742-1222250303

Srivastava, S. C., &Teo, T. S. (2009). Citizen trust development for e-government adoption and usage: Insights from young adults in Singapore. Communications of the Association for Information Systems, 25(1), 31. DOI: https://doi.org/10.17705/1CAIS.02531

Srivastava, S. C., &Teo, T. S. (2010). E-government, e-business, and national economic performance. Communications of the Association for Information Systems, 26(1), 14. DOI: https://doi.org/10.17705/1CAIS.02614

Suki, N. M., &Ramayah, T. (2010). User acceptance of the e-government services in Malaysia: structural equation modelling approach. Interdisciplinary Journal of Information, Knowledge, and Management, 5(1), 395-413. DOI: https://doi.org/10.28945/1308

Shapiro, S. P. (1987). The social control of impersonal trust. American journal of Sociology, 623-658. DOI: https://doi.org/10.1086/228791

Seddon, P. B. (1997). A respecification and extension of the DeLone and McLean model of IS success. Information systems research, 8(3), 240-253. DOI: https://doi.org/10.1287/isre.8.3.240

Welch, E. W., Hinnant, C. C., & Moon, M. J. (2005). Linking citizen satisfaction with e-government and trust in government. Journal of public administration research and theory, 15(3), 371-391. DOI: https://doi.org/10.1093/jopart/mui021

Yaghoubi, N. M., Kord, B., &Shakeri, R. (2010). E-government services and user acceptance: the unified models’ perspective. European Journal of Economics, Finance and Administrative Sciences, 24, 36-49.

Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: a critical review of extant knowledge. Journal of the academy of marketing science, 30(4), 362-375. DOI: https://doi.org/10.1177/009207002236911