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

TL;DR

This study empirically examines how website quality influences the adoption of e-government services in Saudi Arabia, using the UTAUT model and SEM analysis to identify key factors affecting user acceptance.

Contribution

It applies the UTAUT model with SEM to quantify the impact of website quality on e-government service adoption, highlighting its significance alongside other factors.

Findings

Website quality significantly influences e-government adoption

Performance expectancy and effort expectancy are key determinants

Social influence was not a significant factor

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.