Title: Using maturity models to identify quality and social factors as determinants of satisfaction and intention to adopt e-Gov in the State of Kuwait
Authors: Hasan A. Abbas
Addresses: Management Information Systems Department, College of Business Administration, Kuwait University, Kuwait City, Kuwait
Abstract: Many studies investigate the intention to use e-Gov, but few examine its satisfaction among citizens and how it is adopted in the Arabian Gulf. Especially, they do not examine the impact of social and cultural factors such as pulling strings. According to several studies, the output from the diverse field of information systems can achieve better results. This study extends the work on e-Gov by using the different applications of the theory of planned behaviour and SERVQUAL to identify the most effective constructs for behavioural intention and satisfaction. This study proposes its own model to measure the effect of both satisfaction and behavioural intention to use e-Gov as dependent variables. Mainly, we test the factor of service quality and the two social factors of subjective norm and wasta to understand which carries the most influential effect on behavioural intention and satisfaction.
Keywords: e-Gov; Kuwait; wasta; technology adoption theories; intention to use; service quality; subjective norm.
DOI: 10.1504/IJPSPM.2024.140546
International Journal of Public Sector Performance Management, 2024 Vol.14 No.2, pp.187 - 211
Received: 09 Nov 2020
Accepted: 24 Nov 2020
Published online: 23 Aug 2024 *