Investigating the Effect of Quality Dimensions on Intention to Use E-Government System with the Mediating Role of Network Benefits and User Satisfaction

Document Type : Original Article

Authors
Mansour Soufi 1
Mehdi Ajalli 2
Mahdi Homayounfar 1
Mehdi Fadaei 1
1 Assistant Prof., Department of Industrial Management, Rasht Branch, Islamic Azad University, Rasht, Iran
2 Assistant Prof., Department of Management, Bu-Ali Sina University, Hamedan, Iran
10.22034/aimj.2022.166342
Abstract
According to the importance of public organizations such as municipalities in Iran, few researches conducted on benefits of e-government and discrepancy among the results of the researches, its necessary to develop analytical research. The aim of this study is to evaluate the benefits of the e-government from the perspective of municipal employees. Considering research objective, it is an applied study and regarding to the data collection and data analysis method, it is a descriptive- correlational study. The statistical population of the study consists of 2003 employees of the Rasht municipality, includes the five urban areas, the center municipality and its related organizations which according Morgan-Krejcie, sample size was estimated 322. After distribution of 390 questionnaires using stratified random sampling method, 330 questionnaires were collected and analyzed using structural equation modeling (SEM) and based on partial least squares approach. Results of the research hypotheses indicated that all three types of quality (information, system and services) have significant relationship with network benefits and user satisfaction. On the other hand, the results on the relationship between network benefits and user satisfaction also showed that the network benefits significantly affect user satisfaction. Finally, the results showed the network benefits and user satisfaction had a positive and significant effect on intention to use. Since the most indirect path coefficient is resulted from the effect of information quality on intention to use, through the network benefits, it’s suggested to pay more attention to improve information quality and network benefits in order to increase intention to use of e-government.

Highlights

Akman, I., Yazici, A., Mishra, A., & Arifoglu, A. (2005). E-Government: A global view and an empirical evaluation of some attributes of citizens. Government Information Quarterly, 22(2), 239-257.

Al-Hujran, O., Al-Debei, M. M., Chatfield, A., & Migdadi, M. (2015). The imperative of influencing citizen attitude toward e-government adoption and use. Computers in Human Behavior, 53(C), 189-203.

Balaban, I., Mu, E., & Divjak, B. (2013). Development of an electronic Portfolio system success model: An information systems approach. Computers & Education, 60(1), 396-411.

Chen, J., Jubilando, R., Capistrano, E., & Yen, D. (2015), Factors affecting online tax filling – An application of the IS Success Model and trust theory. Computer in human behavior, 43, 251-262.

Chiu, C. M., Chiu, C. S., & Chang, H. C. (2007). Examining the integrated influence of fairness and quality on learners’ satisfaction and Web‐based learning continuance intention. Information systems journal, 17(3), 271-287.

Cho, S., Oh, S., Rou, H., & Gim, G. (2021). Study on Security and Privacy of E-Government Service. In Data Science and Digital Transformation in the Fourth Industrial Revolution, 67- 79.

DeLone, W. H., & McLean, E. R. (1992). Information systems success: The quest for the dependent variable. Information systems research, 3(1), 60-95.

Delone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: a ten-year update. Journal of management information systems, 19(4), 9-30.

Hassanzadeh, A., Kanaani, F., & Elahi, S. (2012). A model for measuring e-learning systems success in universities. Expert Systems with Applications, 39(12), 10959-10966.

Lee, J. K., Lee, W. K. (2008). The relationship of e-Learner’s self-regulatory efficacy and perception of e-Learning environmental quality. Computers in Human Behavior, 24(1), 32–47.

Lia, Y., & Shang, H. (2020). Service quality, perceived value, and citizens’ continuous-use intention regarding e-government: Empirical evidence from China. Information & Management, 57, 103197.

Li, Y. & Shang, H. (2020). Service quality, perceived value, and citizens’ continuous-use intention regarding e-government: Empirical evidence from China. Information & Management, 57(3), 103197.

Lin, H. F. (2007). Measuring online learning systems success: Applying the updated DeLone and McLean model. Cyberpsychology & behavior, 10(6), 817-820.

Marjanovic, U., Delic´, M., & Lalic, B. (2015). Developing a model to assess the success of elearning systems: evidence from a manufacturing company in transitional economy. Information Systems and e-Business Management, 14(2), 253–272.

Mathew, S., Jose, A., Rejikumar, G., & Chacko, D. P. (2020). Examining the relationship between e-service recovery quality and e-service recovery satisfaction moderated by perceived justice in the banking context. Benchmarking: An International Journal, 27(6), 1951-1980.

Osman, I. H., Anouze, A. H., Irani, Z., Al-Ayoubi, B., Lee, H., Balcı, A., & Weerakkody, V. (2014). COBRA framework to evaluate e-government services: a citizen-centric perspective. Government Information Quarterly, 31(2), 243–256.

Osman, I., Weerakkody, V., Irani, Z., Lee, H., & Hindi, N. (2013). E-government implementation: A bird s eye view of issues relating to costs, opportunities, benefits and risks. Information Systems Frontiers, 17(4), 899-915.

Ozkan, S., & Koseler, R. (2009). Multi-dimensional students’ evaluation of e-learning systems in the higher education context: An empirical investigation. Computers Education, 53(4), 1285-1296.

Parasuraman, A. P., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A multiple- Item Scale for measuring consumer perceptions of service quality. Journal of retailing, 64(1), 12-40.

Petter, S., DeLone, W., & McLean, E. R. (2013). Information systems success: The quest for the independent variables. Journal of Management Information Systems, 29(4), 7-62.

Pitt, L.F., Watson, R.T., Kavan, C.B. (1995). Service quality: a measure of information systems effectiveness, MIS quarterly, 19(2), 173-187.

Rana, N. P., & Dwivedi, Y. K. (2015). Citizen’s adoption of an e-government system: Validating extended social cognitive theory. Government Information Quarterly, 32(2), 1-10.

Rasheed, F. A., & Abadi, M. F. (2014). Impact of service quality, trust and perceived value on customer loyalty in Malaysia services industries. Procedia Social and Behavioral Sciences, 164, 298–304.

Seddon, P. B. (1997). A re-specification and extension of the DeLone and McLean model of IS success. Information systems research, 8(3), 240-253.

Shah, T. R. (2021). Service quality dimensions of ride-sourcing services in Indian context. Benchmarking: An International Journal, 28(1): 249-266.

Shahghasemi, E., Tafazzoli, B., Akhavan, M., Mirani, G. & Khairkhah, T. (2013). Electronic Government in Iran: A Case Study. Online Journal of Social Sciences Research, 2(9), 254-262.

Shareef, M. A., Kumar, V., Kumar, U., & Dwivedi, Y. K. (2011), E-Government Adoption Model (GAM): Differing service maturity levels. Information System Research, 3(1), 60-95.

Stefanovic, D., Marjanovic, U., Delić, M., Culibrk, D., & Lalic, B. (2016). Assessing the success of e-government systems: An employee perspective. Information & Management, 53(6), 717-726.

Sun, Y., & Jeyaraj, A. (2013). Information technology adoption and continuance: A longitudinal study of individuals behavioral intentions. Information & Management, 50, 457-465.

Urbach, N., Smolnik, S., & Riempp, G. (2010). An empirical investigation of employee portal success. The Journal of Strategic Information Systems, 19(3), 184-206.

Wang, W. T., & Wang, C. C. (2009). An empirical study of instructor adoption of web-based learning systems. Computers & Education, 53(3), 761-774.

Wang, Y. S., & Liao, Y. W. (2008). Assessing eGovernment systems success: A validation of the DeLone and McLean model of information systems success. Government Information Quarterly, 25(4), 717-733.

Wang, Y. S., Wang, H. Y., & Shee, D. Y. (2007). Measuring e-learning systems success in an organizational context: Scale development and validation. Computers in Human Behavior, 23(4), 1792-1808.

Venkatesh, V., Sykes, T. A., & Venkatraman, S. (2014). Understanding e-Government portal use in rural India: role of demographic and personality characteristics. Information System Journal, 24(3), 249–269.

Keywords

ابراهیمی، کریم؛ آذر، عادل و چیت سازیان، علیرضا (1399). طراحی مدل سنجش کیفیت خدمات دولت الکترونیک مورد مطالعه: دفاتر پیشخوان دولت. مدیریت تولید و عملیات، 11(1)، 89-109.
باقری نژاد، جعفر و شریفی، فروغ (1390). مدل پذیرش خدمات دولت الکترونیک در صنایع کوچک و متوسط ایران. مطالعات مدیریت صنعتی، 22، 105-134.
خان‌محمدی، هادی؛ رییسی وانانی، ایمان وملک‌محمدی، سحر (1397). ساخت نگاشت روابط شبکه‌ای آسیب‌های راهبردی توسعه دولت الکترونیکی در ایران. مطالعات مدیریت کسب‌وکار هوشمند، 7(26)، 101-136.
خرم، کبری؛ اسدی، اسماعیل و درنیانی، سحر (1399). تبیین الگوی توسعه دولت الکترونیک به‌منظور ارائه مطلوب خدمات عمومی برمبنای سیاست‌های کلی اقتصاد مقاومتی. پژوهش‌های پیشرفت، سیستم‌ها و راهبردها، 1(4)، 11-38.
ذکی، یاشار و حسن زاده، جواد (1397). مقایسه شاخص بین‌المللی توسعه دولت الکترونیک بین مناطق جغرافیایی جهان. دولت پژوهی، 13، 137-172.
رحیمی، غلامرضا؛ امیری، سعیده و قربانی‌نامور، فرخ (1395). شناسایی و اولویت‌بندی عوامل مؤثر بر پیاده‌سازی موفقیت‌آمیز طرح‌های دولت الکترونیک در شرکت مخابرات شهر تبریز و ارائه الگوی مطلوب، مطالعات مدیریت و کارآفرینی، 2(1)، 142-153.
عباسی، رسول؛ طالاری، محمد و میرزایی، زهرا (1400). کیفیت خدمات دفاتر الکترونیک قضایی و اعتماد شهروندان. فصلنامه حقوق اداری، 9(28)، 135-162.
قربانی‌زاده، وجه الله؛ رودساز، حبیب و عباس پور، جعفر (1393). فراتحلیل موانع استقرار دولت الکترونیک در ایران. مطالعات مدیریت فناوری اطلاعات، 8، 1-32.
قیاسی، فاطمه؛ درویش‌پور، حجت‌الله؛ توحیدفام، محمد و امینی، علی‌اکبر (1400). بررسی نقش فناوری اطلاعات و ارتباطات در تحولات حکمرانی صالح (با تأکید بر فناوری دولت یازدهم در کسب و کار الکترونیک). فصلنامه مدیریت کسب‌وکار، 13(49)، 467-489.
محرابیان، پژمان (1399). تأثیر ابعاد کیفیت خدمات الکترونیک شهرداری ها بر رضایت و وفاداری مشتریان با توجه به نقش میانجی ارزش ادراک‌شده توسط مشتریان و اعتماد مشتریان در معاونت مالی و اقتصاد شهری شهرداری تهران. اقتصاد و برنامه‌ریزی شهری، 9(1)، 48-52.
ملکی نجفدر، علیرضا؛ رسولی شمیرانی، رضا و روستا، محمود (1391). بررسی تأثیر عوامل موثر بر پذیرش و کاربرد فناوری اطلاعات بر اساس مدل دیویس. پژوهشنامه مالیات، 14، 134-167.
منشی زاده، پروانه (1396). ارزیابی سطح بلوغ خدمات دولتی الکترونیک در برخی از سازمان‌های دولتی. دو ماهنامه مطالعات کاربردی در علوم مدیریت و توسعه، 2(4)، 33-46.
الهی، شعبان؛ عبدی، بهنام و دانایی فرد، حسن (1389). پذیرش دولت الکترونیک در ایران: تبیین متغیرهای فردی، سازمانی و اجتماعی مطرح در پذیرش فناوری. چشم‌انداز مدیریت دولتی، 1، 41-67.
یعقوبی، نورمحمد (1396). دولت الکترونیک ـ رویکرد مدیریتی (چاپ سوم). تهران؛ انتشارات افکار.
Akman, I., Yazici, A., Mishra, A., & Arifoglu, A. (2005). E-Government: A global view and an empirical evaluation of some attributes of citizens. Government Information Quarterly, 22(2), 239-257.
Al-Hujran, O., Al-Debei, M. M., Chatfield, A., & Migdadi, M. (2015). The imperative of influencing citizen attitude toward e-government adoption and use. Computers in Human Behavior, 53(C), 189-203.
Balaban, I., Mu, E., & Divjak, B. (2013). Development of an electronic Portfolio system success model: An information systems approach. Computers & Education, 60(1), 396-411.
Chen, J., Jubilando, R., Capistrano, E., & Yen, D. (2015), Factors affecting online tax filling – An application of the IS Success Model and trust theory. Computer in human behavior, 43, 251-262.
Chiu, C. M., Chiu, C. S., & Chang, H. C. (2007). Examining the integrated influence of fairness and quality on learners’ satisfaction and Web‐based learning continuance intention. Information systems journal, 17(3), 271-287.
Cho, S., Oh, S., Rou, H., & Gim, G. (2021). Study on Security and Privacy of E-Government Service. In Data Science and Digital Transformation in the Fourth Industrial Revolution, 67- 79.
DeLone, W. H., & McLean, E. R. (1992). Information systems success: The quest for the dependent variable. Information systems research, 3(1), 60-95.
Delone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: a ten-year update. Journal of management information systems, 19(4), 9-30.
Hassanzadeh, A., Kanaani, F., & Elahi, S. (2012). A model for measuring e-learning systems success in universities. Expert Systems with Applications, 39(12), 10959-10966.
Lee, J. K., Lee, W. K. (2008). The relationship of e-Learner’s self-regulatory efficacy and perception of e-Learning environmental quality. Computers in Human Behavior, 24(1), 32–47.
Lia, Y., & Shang, H. (2020). Service quality, perceived value, and citizens’ continuous-use intention regarding e-government: Empirical evidence from China. Information & Management, 57, 103197.
Li, Y. & Shang, H. (2020). Service quality, perceived value, and citizens’ continuous-use intention regarding e-government: Empirical evidence from China. Information & Management, 57(3), 103197.
Lin, H. F. (2007). Measuring online learning systems success: Applying the updated DeLone and McLean model. Cyberpsychology & behavior, 10(6), 817-820.
Marjanovic, U., Delic´, M., & Lalic, B. (2015). Developing a model to assess the success of elearning systems: evidence from a manufacturing company in transitional economy. Information Systems and e-Business Management, 14(2), 253–272.
Mathew, S., Jose, A., Rejikumar, G., & Chacko, D. P. (2020). Examining the relationship between e-service recovery quality and e-service recovery satisfaction moderated by perceived justice in the banking context. Benchmarking: An International Journal, 27(6), 1951-1980.
Osman, I. H., Anouze, A. H., Irani, Z., Al-Ayoubi, B., Lee, H., Balcı, A., & Weerakkody, V. (2014). COBRA framework to evaluate e-government services: a citizen-centric perspective. Government Information Quarterly, 31(2), 243–256.
Osman, I., Weerakkody, V., Irani, Z., Lee, H., & Hindi, N. (2013). E-government implementation: A bird s eye view of issues relating to costs, opportunities, benefits and risks. Information Systems Frontiers, 17(4), 899-915.
Ozkan, S., & Koseler, R. (2009). Multi-dimensional students’ evaluation of e-learning systems in the higher education context: An empirical investigation. Computers Education, 53(4), 1285-1296.
Parasuraman, A. P., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A multiple- Item Scale for measuring consumer perceptions of service quality. Journal of retailing, 64(1), 12-40.
Petter, S., DeLone, W., & McLean, E. R. (2013). Information systems success: The quest for the independent variables. Journal of Management Information Systems, 29(4), 7-62.
Pitt, L.F., Watson, R.T., Kavan, C.B. (1995). Service quality: a measure of information systems effectiveness, MIS quarterly, 19(2), 173-187.
Rana, N. P., & Dwivedi, Y. K. (2015). Citizen’s adoption of an e-government system: Validating extended social cognitive theory. Government Information Quarterly, 32(2), 1-10.
Rasheed, F. A., & Abadi, M. F. (2014). Impact of service quality, trust and perceived value on customer loyalty in Malaysia services industries. Procedia Social and Behavioral Sciences, 164, 298–304.
Seddon, P. B. (1997). A re-specification and extension of the DeLone and McLean model of IS success. Information systems research, 8(3), 240-253.
Shah, T. R. (2021). Service quality dimensions of ride-sourcing services in Indian context. Benchmarking: An International Journal, 28(1): 249-266.
Shahghasemi, E., Tafazzoli, B., Akhavan, M., Mirani, G. & Khairkhah, T. (2013). Electronic Government in Iran: A Case Study. Online Journal of Social Sciences Research, 2(9), 254-262.
Shareef, M. A., Kumar, V., Kumar, U., & Dwivedi, Y. K. (2011), E-Government Adoption Model (GAM): Differing service maturity levels. Information System Research, 3(1), 60-95.
Stefanovic, D., Marjanovic, U., Delić, M., Culibrk, D., & Lalic, B. (2016). Assessing the success of e-government systems: An employee perspective. Information & Management, 53(6), 717-726.
Sun, Y., & Jeyaraj, A. (2013). Information technology adoption and continuance: A longitudinal study of individuals behavioral intentions. Information & Management, 50, 457-465.
Urbach, N., Smolnik, S., & Riempp, G. (2010). An empirical investigation of employee portal success. The Journal of Strategic Information Systems, 19(3), 184-206.
Wang, W. T., & Wang, C. C. (2009). An empirical study of instructor adoption of web-based learning systems. Computers & Education, 53(3), 761-774.
Wang, Y. S., & Liao, Y. W. (2008). Assessing eGovernment systems success: A validation of the DeLone and McLean model of information systems success. Government Information Quarterly, 25(4), 717-733.
Wang, Y. S., Wang, H. Y., & Shee, D. Y. (2007). Measuring e-learning systems success in an organizational context: Scale development and validation. Computers in Human Behavior, 23(4), 1792-1808.
Venkatesh, V., Sykes, T. A., & Venkatraman, S. (2014). Understanding e-Government portal use in rural India: role of demographic and personality characteristics. Information System Journal, 24(3), 249–269.
Iranian Journal of Information Management
Volume 8, Issue 1 - Serial Number 14
August 2022
Pages 133-154

  • Receive Date 12 December 2021
  • Revise Date 07 August 2022
  • Accept Date 03 February 2023