A User-Centric Evaluation of e-Government Services in the GCC Region: Case of State of Qatar

A User-Centric Evaluation of e-Government Services in the GCC Region: Case of State of Qatar

Karim Al-Yafi (College of Business and Economics, Qatar University, Doha, Qatar), Nitham Mohammed Hindi (Qatar University, Doha, Qatar) and Ibrahim Hassan Osman (Business Information and Decision Department, American University of Beirut, Beirut, Lebanon)
Copyright: © 2016 |Pages: 20
DOI: 10.4018/IJEGR.2016100102
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Evaluating users' satisfaction of e-Government services has been addressed by numerous studies. These mainly looked at e-Government users as citizens who are nationals and comply with the local culture of the governments providing these services. However, the GCC region has a particular culture stemming from the social structure and working environment. The expatriate population from different backgrounds form a significant portion of e-Government users. Therefore, the aim of this study is to explore users' satisfaction towards the electronic services provided by governments in the GCC region represented by the State of Qatar. In order to examine the suitability of the e-Government service portal, a cross-sectional survey targeting the users of three common e-Government services in Qatar evaluated users' satisfaction based on the four dimensions of the COBRA framework (Osman et al. 2014): Cost, opportunity, benefit and risk. SEM analysis demonstrated a good model fit and supported the hypotheses related to the effect of risk and benefit on users' satisfaction.
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Technology In Qatar’S Public Sector

The State of Qatar is geographically located in the Arab peninsula and is a member of the Gulf Cooperation Council (GCC). Its oil and natural gas resources allowed the country to witness high-pace development in various aspects. Qatari e-Government initiatives started in the early years of the previous decade as part of a larger effort to modernize other sectors such as health and education (Al-Shafi and Weerakkody, 2007). Despite the fact that Qatar is categorized as a developing country, like all GCC countries, huge efforts were, and still are, undertaken to advance the nation forward and to position itself among the greatest nations. As opposed to many developing countries where technology proliferation is lagging, Qatar pioneered a number of initiatives to exploit the latest technological developments (Faisal and Talib, 2015). Financial investments and administrative reforms were done to secure a sustainable base for implementing public e-Services such as e-Government, e-Health and e-Learning. Nevertheless, it has been estimated that these e-Services are yet under-utilized and the adoption rate can be boosted (Al-Shafi and Weerakkody, 2008).

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