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Providing the best services to citizens is the government’s priority. Governments aim to improve ongoing communication with people, particularly those residing in remote or sparsely populated areas (Ottoum & Suleiman, 2011). Because of the fast evolution of information and communication technology (ICT), governments have induced a step forward to adopt new ideas and technologies to provide citizens with services through e-government (M. Alomari et al., 2012), so e-government utilizes ICT systems and tools to enhance public services (Giri & Shakya, 2019). Government websites are information sites that allow all users to access needed information (Khalid et al., 2021; Tsui, 2019).
Moreover, e-government intermediates the correlation between governance and citizens’ trust (Jameel et al., 2019). Users' confidence in e-government services affects users' intention to employ services and increases the acceptance of e-government services (Muttaqin & Susanto, 2019). Information security, integrity, confidentially, data availability, and privacy are important for e-government services usage (Novianto, 2020). E-government adoption is based on system quality, self-efficacy, and perceived accessibility to e-government services (Yulianto et al., 2021). Computer self-efficacy, quality of information, compatibility, service quality, system quality, and innovativeness influence the intention to adopt e-government services (Kilani, 2021). The millennial generation believes that software quality, security, risk perceptions, and e-government services trust affect public intentions to use e-government (Assegaff et al., 2021). Engagement in social media tools and e-government information affects the tourists’ intention and attraction to tourist places (Sitthipon et al., 2022).
The Jordanian government has adopted e-government services bearing in mind their usefulness and benefits (Ottoum & Suleiman, 2011). The government is investing in digital technology to improve information quality, enhance connections with citizens and increase citizens’ engagement (S. Sharma, Kar, et al., 2022). But the Jordanian government lacks experience in this field, therefore, it implements western models and strategies of e-government, though it considers cultural differences between Jordan and Western countries when implementing e-government (Rehman et al., 2012). Until now, the project of e-government in Jordan has not reached the desired level of service (AL-Rababah & Abu-Shanab, 2010). Only 31.2% of Jordanian people use electronic government, while 68.8% do not use it because they are unaware of its benefits (Al-Soud et al., 2014). Most of the previous studies concluded that quality of information, accessibility, transparency, satisfying user, usefulness, efficiency, trust, quality of service, and ease of use are considered the main dimensions that affect the adoption and usage of e-government services (Singh et al., 2020). Moreover, gender differences affect behaviors, attitudes, and social media communication which enhance engagement (Stone & Can, 2021). Furthermore, factors affect e-government service use such as infrastructure, security, privacy, ease of use, cost of access, reliability, accountability, and governance policies (S. Sharma, Mir, et al., 2022). Perceived risk, effort expectancy, facilitating conditions, social influence, performance expectancy, perceived quality of service, and trust in digital technology affect the attitude to use e-government in Jordan (AlHadid et al., 2022). Social media tools facilitate information sharing which increases customer engagement and satisfaction and affects individual decision-making (Grover et al., 2022).