Title: E-government use and rebuilding trust: satisfaction with e-services as a mediator

Authors: Sahem Nawafleh; Alaa Ahmad Al-Salaiti

Addresses: Department of Public Administration, Faculty of Economic and Administrative Sciences, Yarmouk University, Jordan ' Department of Public Administration, Faculty of Economic and Administrative Sciences, Yarmouk University, Jordan

Abstract: This study intended to investigate the impact of using e-government on rebuilding the trust of citizen in the government through suggesting satisfaction with e-services as an intermediary variable. A descriptive-quantitative-exploratory approach was adopted by designing a self-administrated questionnaire for data collection purposes. Through convenience sampling, data was collected, and the sample comprised 397 individuals, who are citizens and users for e-government in Jordan context. SMART Partial Least Squares was adopted for analysis purposes. Results reported a significant direct impact for e-government using on rebuilding citizen trust (R² = 26.1%), and a significant impact for e-government using on promoting satisfaction with e-services (R² = 57.3%), and a significant impact for satisfaction with e-services on promoting citizens' trust (R² = 41.3%). The analysis also reported a significant indirect effect (0.452) supporting the suggested role for satisfaction with e-services as a full mediator. Following the gathered results, directions and recommendations for future studies were provided.

Keywords: e-government; trust in government; e-services satisfaction; citizens; e-services; Jordan.

DOI: 10.1504/IJSOM.2022.127462

International Journal of Services and Operations Management, 2022 Vol.43 No.4, pp.440 - 459

Received: 04 Sep 2020
Accepted: 20 Nov 2020
Published online: 06 Dec 2022 *

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