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Adoption of e-government services: The role of service quality dimensions and demographic variables

Sujeet Kumar Sharma (Department of Operations Management and Business Statistics, Sultan Qaboos University, Muscat, Oman)

Transforming Government: People, Process and Policy

ISSN: 1750-6166

Article publication date: 18 May 2015

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Abstract

Purpose

The purpose of this paper is to develop a research model for understanding the relationship between service quality dimensions and demographic variables, and the willingness to use e-government services in Oman. Understanding the key determinants of electronic government (e-government) services is an important issue for enhancing the degree of use of these services by users.

Design/methodology/approach

The data were collected using Google forms from 248 e-government service users. The hierarchical regression analysis was used to test the research model.

Findings

The results showed that service quality dimensions, namely, reliability, security, efficiency and responsiveness, were the key determinants that influenced the willingness to use e-government services. In addition to service quality dimensions, two demographic variables, namely, age and education level of respondents, showed a statistically significant relationship with the willingness to use e-government services.

Practical implications

The findings of this study provide useful insights into the decision-makers of e-government services in Oman and similar emerging economies. At the same time, these findings can also be used by academicians and information systems researchers for further research.

Originality/value

This study is probably the first attempt to model e-government services on the basis of service quality dimensions and demographic variables in Gulf Cooperation Council countries. Moreover, this study will enrich the existing literature on the adoption of e-government services.

Keywords

Citation

Sharma, S.K. (2015), "Adoption of e-government services: The role of service quality dimensions and demographic variables", Transforming Government: People, Process and Policy, Vol. 9 No. 2, pp. 207-222. https://doi.org/10.1108/TG-10-2014-0046

Publisher

:

Emerald Group Publishing Limited

Copyright © 2015, Emerald Group Publishing Limited

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