Adoption of e-government services: The role of service quality dimensions and demographic variables
Transforming Government: People, Process and Policy
ISSN: 1750-6166
Article publication date: 18 May 2015
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.
Keywords
Citation
Sharma, S.K. (2015), "Adoption of e-government services: The role of service quality dimensions and demographic variables", Transforming Government: People, Process and Policy, Vol. 9 No. 2, pp. 207-222. https://doi.org/10.1108/TG-10-2014-0046
Publisher
:Emerald Group Publishing Limited
Copyright © 2015, Emerald Group Publishing Limited