The Effects of Website Quality on Adoption of E-Government Service: AnEmpirical Study Applying UTAUT Model Using SEM (1211.2410v1)

Abstract: In today global age, e-government services have become the main channel for online communication between the government and its citizens. They aim to provide citizens with more accessible, accurate, real-time and high quality services. Therefore, the quality of government websites which provide e-services is an essential factor in the successful adoption of e-government services by the public. This paper discusses an investigation of the effect of the Website Quality (WQ) factor on the acceptance of using e-government services (G2C) in the Kingdom of Saudi Arabia (KSA) by adopting the Unified Theory of Acceptance and Use of Technology (UTAUT) Model. Survey Data collected from 400 respondents were examined using the structural equation modelling (SEM) technique and utilising AMOS tools. This study found that the factors that significantly influenced the Use Behaviour of e-government services in KSA (USE) include Performance Expectancy (PE), Effort expectancy (EE), Facilitating Conditions (FC) and Website Quality (WQ), while the construct known Social Influence (SI) did not. Moreover, the results confirm the importance of quality government websites and support systems as one of the main significant and influential factors of e-government services adoption. The results of this study can be helpful to Saudi governmental sectors to adjust their corporate strategies and plans to advance successful adoption and diffusion of e-government services (G2C) in KSA.

• The paper uses the UTAUT model and SEM with survey data from Saudi Arabia to study the impact of website quality and other factors on e-government service adoption.
• Key findings show that website quality is the most influential factor on usage behavior, followed by performance and effort expectancy and facilitating conditions.
• Contrary to expectations, social influence was insignificant; findings offer practical insights for improving e-government systems in Saudi Arabia and similar contexts.

The Effects of Website Quality on Adoption of E-Government Services

This paper presents a methodical examination of website quality as a determinant in the adoption of e-government services in Saudi Arabia, incorporating the Unified Theory of Acceptance and Use of Technology (UTAUT) as a conceptual framework. The authors employed structural equation modelling (SEM) using AMOS tools to analyze survey data collected from 400 respondents, providing empirical support for the proposed research model.

The primary aim of the research centers around understanding the impact of website quality on citizens' intention and behavior in adopting e-government services. The paper investigates five main constructs derived from the UTAUT model—performance expectancy, effort expectancy, social influence, facilitating conditions, and website quality—and their influence on usage behavior (USE) of e-government services. Notably, the research introduces website quality as an independent variable in the UTAUT model, hypothesizing its substantial effect on usage behavior.

Key Findings

1. Performance and Effort Expectancy: The analysis confirmed that performance expectancy (PE) and effort expectancy (EE) significantly influence the behavioral intention to use e-government services. This aligns with previous research, showcasing a strong perception among users regarding the benefits and ease associated with e-government adoption.
2. Facilitating Conditions: The paper showed that facilitating conditions (FC), including access to technological resources and support, have a significant impact on usage behavior, emphasizing the necessity of a supportive infrastructure.
3. Website Quality: Website quality (WQ) emerged as the most influential factor affecting usage behavior. Its attributes—technical, content, appearance, accessibility—were indicators of a user's satisfaction and subsequent adoption of e-services.
4. Social Influence: Contrary to initial expectations, social influence (SI), defined by perceived pressures from others, was found to be insignificant in predicting usage behavior for the Saudi context. This finding suggests that e-government service adoption is a primarily individual decision, unaffected by external social factors.

Implications

The paper has practical implications for the Saudi governmental sectors in optimizing e-government services by improving website quality, a factor evidently pivotal in the successful adoption and diffusion of such services. The insights gained hold relevance not only for Saudi Arabia but potentially for other developing countries with similar socio-economic contexts struggling with e-government adoption challenges.

From a theoretical standpoint, the integration of website quality into the UTAUT model provides a broader understanding of technology adoption, proposing a nuanced view of factors influencing user behavior. Future research could expand on this framework by exploring additional variables such as trust and cultural influences to deepen insights into e-government service acceptance.

Conclusion

In conclusion, this paper underscores the importance of website quality in the adoption of e-government services in Saudi Arabia. While social influence may have limited impact in this context, performance expectancy, effort expectancy, facilitating conditions, and website quality contribute significantly to the uptake of e-government services. The findings offer valuable guidance for improving e-government systems and highlight pathways for further investigation that can inform the design of digital public services globally.