Modelling egovernment service usage patterns: determinants and outcomes from users’ perspective in Saudi Arabia
Creators: name: Bawazir, Turki
Publisher: name: RMIT University
Year: 2024
Subjects: classificationCode: 460908
subject: Information systems organisation and management

description: Governments around the world are investing significantly in IT infrastructure to enhance operational efficiency and quality of electronic government (e-government) services. Despite, the usage of the e-government services is not entirely meeting the government benchmarks for e-government. There is a growing body of literature on the adoption and acceptance of e government services, however, the usage and post-adoption outcomes are neither adequately theorised nor empirically tested from a user’s perspective. Grounded on the Use-Diffusion theory (UD), this research aims to model the key determinants of the actual usage of e government services and the outcomes for users in the context of the Kingdom of Saudi Arabia (KSA). 

A survey questionnaire was administered to collect data on three key components: the UD determinants (users’ attributes/capacities, system/technological attributes, external/environmental attributes); the usage patterns (rate of use and variety of use); and outcomes for users. A total of 341 valid responses were received through two survey modes, namely a web-based online survey and a paper-based survey, which were distributed to Saudi citizens and expatriates in KSA. Collected data were then analysed using several techniques including analysis of variance (ANOVA), structural equation modelling (SEM), and multinomial logistic regression (MNL). 

The survey results show that 34% of participants are limited users of e-government services; whilst only 14% are non-specialised users and 12.3% are specialised users. The SEM results show that absorptive capacity of users, customisation of e-government systems, and that formal assistance from government agencies have significant and positive effects on the use of e government services. Interestingly, users’ Internet self-efficacy has a negative effect, which affirms that the belief in the capabilities to effectively use internet to produce desirable outcomes has no impact on the use of e-government services. Absorptive capacity, customisation, security provision, aesthetics, and formal assistance are the key predictors of high intensity and non-specialised use. Further, the intensive and more varied use of e government services tends to produce better UD outcomes (e.g., economic benefits, convenience, avoidance of personal interaction, communication with government, trust in government, and satisfaction with e-government). 

A multi-group analysis (MGA) shows significant differences between genders and citizenship statuses. Female participants when compared to male counterparts are not only more likely to be satisfied with the e-government services but also tend to express a greater appreciation of the value of avoiding personal interactions. Major outcomes of e-government usage for Saudi citizens when compared to the non-Saudi residents (i.e., expatriates) are the avoidance of personal interactions, trust in government and satisfaction with e-government. 

This is one of the few studies that has adopted the Use-Diffusion theory to examine the linkages between the determinants, usage and outcomes of e-government services. The measures of intensity and variety of use to reflect the usage patterns of e-government services use are highly innovative. Employing the UD approach enabled the development of an integrated model, which incorporates three key inseparable and interdependent components of e-government services usage. Establishing the linkages between determinants, usage and outcomes helped to improve a better understanding of e-government services use for different groups of users. The development of an outcome-oriented model to incorporate user-centric perspective provides a new management framework for the delivery of e-government services. 

This study provided empirical evidence to enhance decision making in supporting more open, accountable, and transparent digital government service provisions. The research concludes that the value of digital infrastructure needs be better captured to promote a wider, varied and effective use of e-government services to help improve the outcomes for users. The evidence based strategies can be formulated to not only modernise administration procedures and scale economies but also more importantly empowering disadvantaged groups and building trust on digital systems. Effective e-government provides users with greater choice, flexibility, participation and social inclusiveness. This study will help in the development of better user oriented policies for continuous improvement of e-government in KSA and other Arab countries that share similar cultures and contexts.