DEVELOPING A MODEL OF CITIZENS’ PERCEPTION OF E-GOVERNMENT SYSTEM PERFORMANCE AND THEIR ATTAINED BENEFIT

Shatha Al-Haddad, Peter N. Hyland

2011

Abstract

Governments world wide have been, increasingly, implementing e-government initiatives for their potential significant benefits; among which is delivering better services to citizens through increasing citizens’ convenience, satisfaction, and independency; and saving their time, effort, and cost. Achieving each benefit is an objective to these governments; and fulfilling each objective is considered a critical success factor. Hence, governments need to assess whether they were able to obtain their preset goals, and to which degree they were able to do so. This study merely focuses on the citizens’ perspective of the evaluation. However, the relevant literature seem to lack adequate studies that propose such evaluation tool that is sufficient and has been reliably validated. Therefore, the purpose of this study is to fill this gap by proposing a conceptual model which measures the e-government performance from citizens’ perspective and their psychological and tangible benefits. While developing the model we also consider the attributes which impact citizens’ perceptions and obtained values which, in turn, influence their adoption.

References

  1. Akman, I., A. Yazici, A. Mishra and A. Arifoglu (2005). "E-Government: A global view and an empirical evaluation of some attributes of citizens." Government Information Quarterly 22(2): 239-257.
  2. Aladwani, A. M. and P. C. Palvia (2002). "Developing and validating an instrument for measuring userperceived web quality." Information & Management 39(6): 467-476.
  3. AlAwadhi, S. and A. Morris (2008). The Use of the UTAUT Model in the Adoption of E-Government Services in Kuwait. Proceedings of the 41st Annual Hawaii International Conference on System Sciences (HICSS).
  4. Alsaghier, H., M. Ford, A. Nguyen and R. Hexel (2009). "Conceptualising Citizen's Trust in e-Government: Application of Q Methodology." Electronic Journal of e-Government (EJEG) 7 (4).
  5. Alshawi, S. and H. Alalwany (2009). "E-government evaluation: Citizen's perspective in developing countries." Information Technology for Development 15(3): 193-208.
  6. Balasubramanian, S., P. Konana and N. M. Menon (2003). "Customer Satisfaction in Virtual Environments: A Study of Online Investing." Management Science 49(7): 871-889.
  7. Barnes, S. J. and R. Vidgen (2003). "Measuring Web site quality improvements: a case study of the forum on strategic management knowledge exchange." Industrial Management & Data Systems 103(5-6): 297-309.
  8. Bélanger, F. and L. Carter (2008). "Trust and risk in egovernment adoption." The Journal of Strategic Information Systems 17(2): 165-176.
  9. Bwalya, K. J. (2009). "Factors affecting adoption of egovernment in Zambia " The Electronic Journal on Information Systems in Developing Countries (EJISDC) 38(4): 1-13.
  10. Carter, L. and F. Belanger (2004). Citizen adoption of electronic government initiatives. Proceedings of the 37th Annual Hawaii International Conference on System Sciences (HICSS).
  11. Carter, L. and F. Belanger (2005). "The utilization of egovernment services: citizen trust, innovation and acceptance factors." Information Systems Journal 15(1): 5-25.
  12. Cenfetelli, R. T., I. Benbasat and S. Al-Natour (2008). "Addressing the What and How of Online Services: Positioning Supporting-Services Functionality and Service Quality for Business-to-Consumer Success." Information Systems Research 19(2): 161-181.
  13. Chae-Eon, L. E. E., G. I. M. Gwangyong and Y. O. O. Boonghee (2009). "The effect of relationship quality on citizen satisfaction with electronic government services." Marketing Management Journal 19(2): 118- 129.
  14. Chin, W. W. (1998). Issues and Opinion on Structural Equation Modeling. MIS Quarterly: 1-1.
  15. Conklin, W. A. (2007). Barriers to Adoption of eGovernment. Proceedings of the 40th Annual Hawaii International Conference on System Sciences (HICSS).
  16. Cullen, R. and P. Reilly (2007). Information privacy and trust in government: a citizen-based perspective from New Zealand. Proceedings of the 40th Annual Hawaii International Conference on System Sciences. Waikoloa, HI.
  17. Davis, F. D. (1989). "Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology." MIS Quarterly 13(3): 319-340.
  18. Davis, F. D., R. P. Bagozzi and P. R. Warshaw (1989). "User Acceptance of Computer Technology: A Comparison of Two Theoretical Models." Management Science 35(8): 982-1003.
  19. DeLone, W. H. and E. R. McLean (1992). "Information Systems Success: The Quest for the Dependent Variable." Information Systems Research 3(1): 60-95.
  20. DeLone, W. H. and E. R. McLean (2003). "The DeLone and McLean Model of Information Systems Success: A Ten-Year Update." Journal of Management Information Systems 19(4): 9-30.
  21. DeLone, W. H. and E. R. McLean (2004). "Measuring eCommerce Success: Applying the DeLone & McLean Information Systems Success Model." International Journal of Electronic Commerce 9(1): 31-47.
  22. Devaraj, S., F. Ming and R. Kohli (2002). "Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics." Information Systems Research 13(3): 316-333.
  23. Evans, D. and D. C. Yen (2005). "E-government: An analysis for implementation: Framework for understanding cultural and social impact." Government Information Quarterly 22(3): 354-373.
  24. Fu, J.-R., C.-K. Farn and W.-P. Chao (2006). "Acceptance of electronic tax filing: A study of taxpayer intentions." Information & Management 43(1): 109- 126.
  25. Gil-Garcia, J. R. (2006). Enacting State Websites: A Mixed Method Study Exploring E-Government Success in Multi-Organizational Settings. Proceedings of the 39th Annual Hawaii International Conference on System Sciences (HICSS).
  26. Grimsley, M. and A. Meehan (2008 ). "Attaining Social Value from Electronic Government " Electronic Journal of e-Government (EJEG) 6(1): 31-42.
  27. Gupta, M. P. and D. Jana (2003). "E-government evaluation: a framework and case study." Government Information Quarterly 20(4): 365-387.
  28. Hamner, M. and F. Al-Qahtani (2009). "Enhancing the case for Electronic Government in developing nations: A people-centric study focused in Saudi Arabia." Government Information Quarterly 26(1): 137-143.
  29. Hamner, M. and R.-u.-R. Qazi (2009). "Expanding the Technology Acceptance Model to examine Personal Computing Technology utilization in government agencies in developing countries." Government Information Quarterly 26(1): 128-136.
  30. Horst, M., M. Kuttschreuter and J. M. Gutteling (2007). "Perceived usefulness, personal experiences, risk perception and trust as determinants of adoption of egovernment services in The Netherlands." Computers in Human Behavior 23(4): 1838-1852.
  31. Hung, S.-Y., C.-M. Chang and T.-J. Yu (2006). "Determinants of user acceptance of the eGovernment services: The case of online tax filing and payment system." Government Information Quarterly 23(1): 97-122.
  32. Hung, S.-Y., K.-Z. Tang, C.-M. Chang and C.-D. Ke (2009). "User acceptance of intergovernmental services: An example of electronic document management system." Government Information Quarterly 26(2): 387-397.
  33. Ives, B., M. Olson, H. and J. Baroudi, J. (1983). "The measurement of user information satisfaction." Communications of the ACM 26(10): 785-793.
  34. Kolsaker, A. and L. Lee-Kelley (2008). "Citizens' attitudes towards e-government and e-governance: a UK study." International Journal of Public Sector Management 21(7): 723-738.
  35. Kumar, V., B. Mukerji, I. Butt and A. Persaud (2007). "Factors for successful e-government adoption: a conceptual framework." Electronic Journal of eGovernment (EJEG) 5(1): 63 - 76.
  36. Layne, K. and J. Lee (2001). "Developing fully functional E-government: A four stage model." Government Information Quarterly 18(2): 122-136.
  37. Lean, O. K., S. Zailani, T. Ramayah and Y. Fernando (2009). "Factors influencing intention to use egovernment services among citizens in Malaysia." International Journal of Information Management 29(6): 458-475.
  38. Luk, S. C. Y. (2009). "The impact of leadership and stakeholders on the success/failure of e-government service: Using the case study of e-stamping service in Hong Kong." Government Information Quarterly 26(4): 594-604.
  39. Mahadeo, J. D. (2009). "Towards an Understanding of the Factors Influencing the Acceptance and Diffusion of e-Government Services " Electronic Journal of eGovernment (EJEG) 7(4).
  40. Mohamed, N., H. Hussin and R. Hussein (2009). "Measuring Users' Satisfaction with Malaysia's Electronic Government Systems." Electronic Journal of e-Government (EJEG) 7(3): pp283 - 294.
  41. Moon, M. J. and E. W. Welch (2004). Same bed, different dreams?: a comparative analysis of citizen and bureaucrat perspectives on e-government. Proceedings of the 37th Annual Hawaii International Conference on System Sciences (HICSS).
  42. Nicolaou, A. I. and D. H. McKnight (2006). "Perceived Information Quality in Data Exchanges: Effects on Risk, Trust, and Intention to Use." Information Systems Research 17(4): 332-351.
  43. Palvia, P. (2009). "The role of trust in e-commerce relational exchange: A unified model." Information & Management 46(4): 213-220.
  44. Park, R. (2008). Measuring Factors that Influence the Success of E-Government Initiatives. Proceedings of the 41st Annual Hawaii International Conference on System Sciences (HICSS).
  45. Pavlou, P. A. and M. Fygenson (2006). "Understanfing and Prediction Electronic Commerce Adoption: An Extension of the Theory of Planned Behavior." MIS Quarterly 30(1): 115-143.
  46. Petter, S., W. Delone and E. McLean (2008). "Measuring information systems success: models, dimensions, measures, and interrelationships." European Journal of Information Systems 17(3): 236-263.
  47. Prybutok, V. R., X. Zhang and S. D. Ryan (2008). "Evaluating leadership, IT quality, and net benefits in an e-government environment." Information & Management 45(3): 143-152.
  48. Sedera, D., G. Gable and T. Chan (2004). A factor and structural equation analysis of the enterprise systems success measurement model Proceedings of the Twenty-Fifth International Conference on Information Systems Washington, DC, USA, Association for Information Systems.
  49. Sung, Y.-H., S.-H. Liu, H.-L. Liao and C.-M. Liu (2009). "Service Quality between e-Government Users and Administrators." I-Ways 32(4): 241-248.
  50. Swanson, E. B. (1974). "Management Information Systems: Appreciation and Involvement." Management Science 21(2): 178-188.
  51. Tan, C.-W., I. Benbasat and R. T. Cenfetelli (2008). Building Citizen Trust towards E-Government Services: Do High Quality Websites Matter? Proceedings of the 41st Annual Hawaii International Conference on System Sciences (HICSS).
  52. Tapscott, D. (1996). Digital Economy. New York, McGraw-Hill.
  53. Teo, T. S. H., S. C. Srivastava and L. I. Jiang (2008). "Trust and Electronic Government Success: An Empirical Study." Journal of Management Information Systems 25(3): 99-131.
  54. Turel, O., A. Serenko and N. Bontis (2010). "User acceptance of hedonic digital artifacts: A theory of consumption values perspective." Information & Management 47(1): 53-59.
  55. van Dijk, J. A. G. M., O. Peters and W. Ebbers (2008). "Explaining the acceptance and use of government Internet services: A multivariate analysis of 2006 survey data in the Netherlands." Government Information Quarterly 25(3): 379-399.
  56. Verdegem, P. and G. Verleye (2009). "User-centered EGovernment in practice: A comprehensive model for measuring user satisfaction." Government Information Quarterly 26(3): 487-497.
  57. Wang, L., S. Bretschneider and J. Gant (2005). Evaluating Web-Based E-Government Services with a CitizenCentric Approach. Proceedings of the 38th Annual Hawaii International Conference on System Sciences (HICSS)
  58. Wang, Y.-S. and Y.-W. Liao (2008). "Assessing eGovernment systems success: A validation of the DeLone and McLean model of information systems success." Government Information Quarterly 25(4): 717-733.
  59. Wangpipatwong, S., W. Chutimaskul and B. Papasratorn (2005). A Pilot Study of Factors Affecting the Adoption of Thai e-Government Websites. Proceedings of the International Workshop on Applied Information Technology (IAIT'05).
  60. Wangpipatwong, S., W. Chutimaskul and B. Papasratorn (2008). "Understanding Citizen's Continuance Intention to Use e-Government Website: a Composite View of Technology Acceptance Model and Computer Self-Efficacy." Electronic Journal of eGovernment (EJEG) 6(1): 55-64.
  61. Wangpipatwong, S., W. Chutimaskul and B. Papasratorn (2009). "Quality enhancing the continued use of egovernment web sites: evidence from e-citizens of Thailand.(Report)." International Journal of Electronic Government Research 5(1): 19(17).
  62. Wetzels, M., G. Odekerken-Schröder and C. v. Oppen (2009). "Using PLS Path Modeling for Assessing Hierarchial Contruct Models: Guidlines and Empirical Illustration." MIS Quarterly 33(1): 177-195.
  63. Whitson, T. L. and L. Davis (2001). "Best practices in electronic government: Comprehensive electronic information dissemination for science and technology." Government Information Quarterly 18(2): 79-91.
  64. Wixom, B. H. and P. A. Todd (2005). "A Theoretical Integration of User Satisfaction and Technology Acceptance." Information Systems Research 16(1): 85-102.
  65. Yildiz, M. (2007). "E-government research: Reviewing the literature, limitations, and ways forward." Government Information Quarterly 24(3): 646-665.
Download


Paper Citation


in Harvard Style

Al-Haddad S. and N. Hyland P. (2011). DEVELOPING A MODEL OF CITIZENS’ PERCEPTION OF E-GOVERNMENT SYSTEM PERFORMANCE AND THEIR ATTAINED BENEFIT . In Proceedings of the 7th International Conference on Web Information Systems and Technologies - Volume 1: WEBIST, ISBN 978-989-8425-51-5, pages 447-456. DOI: 10.5220/0003335504470456


in Bibtex Style

@conference{webist11,
author={Shatha Al-Haddad and Peter N. Hyland},
title={DEVELOPING A MODEL OF CITIZENS’ PERCEPTION OF E-GOVERNMENT SYSTEM PERFORMANCE AND THEIR ATTAINED BENEFIT },
booktitle={Proceedings of the 7th International Conference on Web Information Systems and Technologies - Volume 1: WEBIST,},
year={2011},
pages={447-456},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0003335504470456},
isbn={978-989-8425-51-5},
}


in EndNote Style

TY - CONF
JO - Proceedings of the 7th International Conference on Web Information Systems and Technologies - Volume 1: WEBIST,
TI - DEVELOPING A MODEL OF CITIZENS’ PERCEPTION OF E-GOVERNMENT SYSTEM PERFORMANCE AND THEIR ATTAINED BENEFIT
SN - 978-989-8425-51-5
AU - Al-Haddad S.
AU - N. Hyland P.
PY - 2011
SP - 447
EP - 456
DO - 10.5220/0003335504470456