The Mediating Role of Service Quality in System Trust and E-Government Adoption in Jordan
1Wafaa Abdullah Elayn Aldroubi, 2Yusnita Yusof
1,2Faculty of Business and Management, Universiti Sultan Zainal Abidin, Terengganu, Malaysia
https://doi.org/10.47191/jefms/v7-i7-38ABSTRACT:
This study investigates the factors influencing e-government adoption in the Great Amman Municipality, emphasizing the roles of system trust and service quality. Utilizing the Unified Theory of Acceptance and Use of Technology (UTAUT) framework, data were collected from 389 employees through a structured questionnaire. Confirmatory Factor Analysis (CFA) and Structural Equation Modeling (SEM) were employed to validate the measurement model and test hypothesized relationships. The findings reveal that system trust significantly impacts e-government adoption intentions both directly and indirectly through service quality, which acts as a mediator. Service quality itself is a critical determinant of adoption intention. The combined effect of system trust and service quality explains 56.7% of the variance in adoption intentions. These results underscore the importance of building trust and enhancing service quality to boost e-government adoption rates. The study offers valuable theoretical and practical insights, suggesting that robust cybersecurity measures, transparent communication, and continuous service improvement are essential strategies for encouraging e-government adoption. Future research should explore these relationships in diverse contexts and include longitudinal, qualitative, and comparative studies to provide a comprehensive understanding of e-government adoption dynamics.
REFERENCES:
1) Abdulkareem, M. N., & Ramli, M. (2021). Trust and e-government adoption: A comprehensive review of the literature. Information Systems Frontiers, 23(2), 489-504.
2) Carter, L., & Bélanger, F. (2005). The utilization of e-government services: Citizen trust, innovation and acceptance factors. Information Systems Journal, 15(1), 5-25.
3) Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319-340.
4) Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.
5) Gefen, D., Karahanna, E., & Straub, D. W. (2003). Trust and TAM in online shopping: An integrated model. MIS Quarterly, 27(1), 51-90.
6) Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2010). Multivariate Data Analysis (7th ed.). Pearson.
7) Kline, R. B. (2015). Principles and Practice of Structural Equation Modeling (4th ed.). Guilford Press.
8) Li, F., & Shang, J. (2020). Service quality and its impact on e-government adoption: A case study from China. Government Information Quarterly, 37(2), 101-117.
9) Li, W., & Shang, Z. (2020). Service quality and e-government adoption: A theoretical model and empirical test. Government Information Quarterly, 37(1), 101413.
10) Li, Y., Yu, H., & Jin, J. (2019). The mediating role of service quality in the relationship between system trust and e-government adoption. Journal of E-Government Research, 15(3), 45-62.
11) Little, R. J. A., & Rubin, D. B. (2019). Statistical Analysis with Missing Data (3rd ed.). Wiley.
12) Malarmathi, M., & Kungumapriya, S. (2018). The role of trust in service quality perception in e-government: Evidence from Tamil Nadu. Journal of E-Government Studies and Best Practices, 2018, 1-11.
13) Malarmathi, M., & Kungumapriya, S. (2018). Trust in system and service quality: An empirical study in e-government adoption. Asian Journal of Information Technology, 17(2), 65-75.
14) Namahoot, C. M., & Jantasri, P. (2021). Understanding the factors influencing e-government adoption: An extension of the UTAUT model with trust and service quality. Technology in Society, 64, 101494.
15) Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric Theory (3rd ed.). McGraw-Hill.
16) Nurcahyo, E., Kusnadi, S., & Jatmiko, B. (2020). Trust and service quality in e-government adoption: A case study in Indonesian local government. International Journal of Electronic Governance, 12(4), 297-314.
17) Nurcahyo, R., Habibie, A., & Wibowo, A. (2020). Service quality and system trust in e-government adoption: A study from Indonesia. Journal of Public Administration and Governance, 10(4), 72-91.
18) Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
19) Preacher, K. J., & Hayes, A. F. (2008). Asymptotic and resampling strategies for assessing and comparing indirect effects in multiple mediator models. Behavior Research Methods, 40(3), 879-891.
20) Sati, F., Alkhodre, S., & Hassan, M. (2019). Service quality as a mediator in the relationship between system trust and e-government adoption. International Journal of Public Sector Management, 32(3), 273-292.
21) Straub, D. W., Boudreau, M. C., & Gefen, D. (2004). Validation guidelines for IS positive ist research. Communications of the Association for Information Systems, 13(1), 380-427.
22) Tabachnick, B. G., & Fidell, L. S. (2013). Using Multivariate Statistics (6th ed.). Pearson.
23) Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: Toward a unified view. MIS Quarterly, 27(3), 425-478.
24) Warkentin, M., Gefen, D., Pavlou, P. A., & Rose, G. M. (2002). Encouraging citizen adoption of e-government by building trust. Electronic Markets, 12(3), 157-162.
25) Wenjuan, L. (2021). System trust and e-government adoption: An empirical study in China. Electronic Government, An International Journal, 18(2), 123-145.
