Exploring perceived risk, perceived trust, perceived quality and the innovative characteristics in the adoption of smart Government services in Jordan

Jaradat, Mohammed-Issa Riad Mousa; Moustafa, Akram A.; Al-Mashaqba, Abedalellah Mohammed

doi:10.1504/ijmc.2018.10006981

Cited by 7 publications

(14 citation statements)

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“…Further, in empirical study [13], researchers use the Diffusion of Innovation Theory (DOI) framework to show how service innovation is influenced by citizens perceived risk, trust and quality, which is important for smart government service acceptance. On the other hand, study [25] shows that the IS success model component, which are System Quality, Information Quality and Service Quality is important to consider for smart government service adoption.…”

Section: Smart Government Servicesmentioning

confidence: 99%

“…3) How does citizen's trust in smart government services impact the adoption of the services? This research contributes insights into the government and service provider's capacity to fully understand how to build or increase trust in smart government services, which give impact to the service adoption [5], [11], [13], service satisfaction [11], and improve citizens perceived value of the service [5], [14].…”

Section: Introductionmentioning

confidence: 99%

“…In addition, to increase citizens trust, smart government needs to focus not only on the quality of the service but also on the service value creation [5], how trustworthy the government is [5], [11] and how the government engages with their citizens [12]. Furthermore, some earlier investigations have explored the influence of trust in smart government service adoption [5], [13]. However, there are limited studies that empirically examine the association between citizens' trust on smart government services and the impact of their satisfaction.…”

Section: Introductionmentioning

confidence: 99%

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Citizens’ Trust Measurement in Smart Government Services

Hartanti¹,

Abawajy

Chowdhury

et al. 2021

IEEE Access

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The embracing of digital technology has enhanced different approaches for authorities worldwide to deliver services to their citizens in a smart way. Smart government services contribute to increasing citizens' trust in government performance providing public services, as it allows interactions anytime, anyplace, through any device that merge digital technology and government public services. Furthermore, it is essential to consider citizens' trust in smart public services since citizens are consumers of the services. Existing studies measure citizens' trust in smart government services focusing on technological and government aspects. Therefore, this study proposes a framework to measure trust in smart government services and its impact on service adoption and satisfaction. This framework uses Information System (IS) Success Model and expands the dimension with government aspects, citizen aspects, citizens engagement, and social influence. This study surveyed the citizens of West Java Province Indonesia who have used government digital services for checking and paying vehicle taxes. The findings revealed significant factors, which are technological aspects, government aspects, and citizens engagement to measure citizens' trust in smart government services. The more citizens trust the services, the more they will use these services. Trusted smart government services also deliver value and satisfaction to the service users. However, we found social influence and the citizen aspects are not supported the citizens' trust in smart government services. We believe this paper will be a significant contribution for the academicians, governments, and service providers to build or increase citizens' trust in smart government services.

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Section: Smart Government Servicesmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Citizens’ Trust Measurement in Smart Government Services

Hartanti¹,

Abawajy

Chowdhury

et al. 2021

IEEE Access

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show abstract

“…For example, Shao et al (2019) in their study of mobile payment use revealed the moderating role of gender on the effect of mobility, while Glavee-Geo et al (2017) identified that gender has a moderating effect on the linkage between social norm and BI to adopt mobile banking. Similarly, several studies have established the moderating roles of gender on the effects of perceived quality (Jaradat et al, 2018), facilitating conditions or compatibility (Chawla and Joshi, 2020;Chen and Chang, 2013) and mobile technology anxiety (Chen, 2018). Nonetheless, studies that have investigated the gender differences in technology adoption and use are somehow showing mixed results (Dong and Zhang, 2011;Faqih and Jaradat, 2015).…”

Section: Moderating Effect Of Gendermentioning

confidence: 99%

Taxi within a grab? A gender-invariant model of mobile taxi adoption

Ooi

Tan

et al. 2020

IMDS

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PurposeThe paper intends to examine mobile taxi (m-taxi) adoption, so as to close the gap in the current literature and clarify the behaviour of users by synthesising technological factors that are related to the characteristics of m-taxi applications with non-technological factors that are associated with the psychological characteristics of customers. The moderating effects of gender were also tested.Design/methodology/approachA self-administered questionnaire was adopted for data collection with 415 useable responses. The theoretical lens was tested via partial least squares-structural equation modelling. Additionally, state-of-the-art techniques such as permutation and multigroup analysis were applied.FindingsResults indicate that social pressure, technology anxiety, effort expectancy, performance expectancy, and service and system quality are not significantly related to behavioural intention. Also, findings show no significant differences among gender in this study, which suggests that the model is invariant across gender groups.Originality/valueThis study provides a novel insight by taking a broader perspective of ride-hailing terminology by considering both taxis and private vehicles.

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“…Companies have perceived that the platforms of mobiles are adopted as operative communication tools to attain more prospective customers by providing the consumers with the ability to buy commercial services and products through their mobile devices (Alvi et al, 2016;Buellingen & Woerter, 2004;Jayasingh & Eze, 2012). Conversely, the Internet-enabled transactions' attainable benefits are at times faced by anxiety and fear, rising the attitudes of reluctance and unwillingness among potential buyers to adopt the style of online transactions (Jaradat, Moustafa, & Al-Mashaqba, 2018;Sarkar et al, 2020). Therefore, the amount of customer's trust in these systems is powered by the M-Commerce systems' effectiveness .…”

Section: Introductionmentioning

confidence: 99%

The Impact of System Quality Dimensions on Trust in Mobile Commerce Adoption Intention: Palestinian Customer’s Viewpoint

Herzallah¹

2021

PTURJ

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Several pieces of evidence evince that system quality is closely and importantly related to the use of the system in previous empirical work and studies chiefly in the mobile commerce (M-Commerce) systems. At present, in light of the marketing needs related to services and products, M-Commerce is regarded as the major method and channel to use in this area. Yet, it is contended that as system quality’s significance is unquestionable, it is a new area that still needs much exploration. Against this, this study aims at examining the system quality dimensions’ impact on customer trust in M-Commerce by adapting the information systems (IS) success model. Due to the nature of the study, the quantitative method, alongside a questionnaire is employed to collect data. The findings show that the dimensions of the system quality consisting of perceived ease of use, flexibility, accessibility, visibility, and responsiveness have a great and positive contribution to the customer trust in M-Commerce while the customer trust has a great impact on the intention to use. The findings are favorably used by M-Commerce system service providers and policymakers to articulate related strategies to increase customers' trust and by academians and researchers to develop, evaluate, and increase shreds of research and studies related to system quality and trust in M-Commerce fields in Palestine. At last, the theoretical and practical implications, findings, limitations, and recommendations for future work are also presented in the last sections of the study.

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Exploring perceived risk, perceived trust, perceived quality and the innovative characteristics in the adoption of smart Government services in Jordan

Cited by 7 publications

References 0 publications

Citizens’ Trust Measurement in Smart Government Services

Citizens’ Trust Measurement in Smart Government Services

Taxi within a grab? A gender-invariant model of mobile taxi adoption

The Impact of System Quality Dimensions on Trust in Mobile Commerce Adoption Intention: Palestinian Customer’s Viewpoint

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