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

Sahem Nawafleh and Alaa Ahmad Al-Salaiti

International Journal of Services and Operations Management, 2022, vol. 43, issue 4, 440-459

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. (search for similar items in EconPapers)
Date: 2022
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=127462 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijsoma:v:43:y:2022:i:4:p:440-459

Access Statistics for this article

More articles in International Journal of Services and Operations Management from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().