Title: SEM approach to determine factors affecting e-government success in Jordan

Authors: Abbas Al-Refaie; Abeer Mahmoud Ramadna

Addresses: Department of Industrial Engineering, University of Jordan, Amman 11942, Jordan ' Inspection and International Aid Programs Department, Ministry of Industry, Trade and Supply, Jordan

Abstract: This research aims at identifying the effects of regulation, website quality, relationship, employee's skill and worth on the success of e-government in Jordan from the perspectives users and employees using structural equation modelling (SEM). Initially, a structural model is proposed. A total of 1,100 surveys were distributed to employees and government services users. The multicollinearity and consistency in the item measures were checked. Then, the validity of the measurement and structural models is assessed. The results revealed the important factors that affect e-government success. Further, the structural model is evaluated in four major organisations that provide e-government services from both user and employee perspectives. Results showed variations in e-government success among organisations and the level of e-government success still lags behind meeting users and employee expectations in most organisations. In conclusion, Jordanian organisations should deliver high-quality demand driven services, ensure public sector transparency and accountability, reduce indirect cost of obtaining services, increase ease of interacting with government, promote development of Jordan's ICT sector, develop skills within the public sector, boost e-commerce activities, improve information security and end user privacy, and mitigate the risk through a coordinated approach involving technology tools, policy guidance, and training.

Keywords: e-government; SEM; regulation; website quality; relationship; worth; Jordan.

DOI: 10.1504/IJBEX.2021.113703

International Journal of Business Excellence, 2021 Vol.23 No.3, pp.330 - 352

Received: 09 Dec 2018
Accepted: 27 May 2019
Published online: 19 Mar 2021 *

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