Evaluation of e-government service in Jordan : providers' and users' perceptions
type: CreativeWork
description: Efficient and effective implementation and development of e-government services require an understanding of whether these e-government-services are tailored to meet users') expectations under the citizen-centric approach, and what are the barriers that might hamper the achievement of that slogan. This research explores the public eservices from a multi-view or multi -stakeholders' perspective. This includes: the users' perceptions using a conceptual maturity model-61 Model- to investigate empirically the characteristics of the public e-services in Jordan, and the employees' perceptions, who are the providers of the e-government services, to explore the barriers to these public eservices. The sample to this research was drawn from two sources: users of e-government services, and employees in Jordanian governmental organizations. This research is mainly deductive, and includes a mixed research approach of both quantitative and qualitative methods. A survey approach was employed to achieve the research objectives. Moreover, nine interviews were carried out with both users and providers of e-services to obtain insightful data, and to enhance the interpretation of the quantitative findings. Factor analysis, bivariate analysis, error bars, and graphs were employed to explore and clarify patterns of multifaceted relationships for various perceptions of e-government services in relation to demographic characteristics, and the barriers that impede the development of these services. The findings reveal that users of e-government services were chiefly critical of the current status, which was identified according to four categories: Inform, Interact, Intercommunicate, and individualize. However, that dissatisfaction has not stopped the users to aspire a desired status of e-government services, which again was identified according to two categories: Integrate, and Involve. Moreover, the providers reveal in their perception of the barriers that five various barriers' categories …
abstract: Efficient and effective implementation and development of e-government services require an understanding of whether these e-government-services are tailored to meet users') expectations under the citizen-centric approach, and what are the barriers that might hamper the achievement of that slogan. This research explores the public eservices from a multi-view or multi -stakeholders' perspective. This includes: the users' perceptions using a conceptual maturity model-61 Model- to investigate empirically the characteristics of the public e-services in Jordan, and the employees' perceptions, who are the providers of the e-government services, to explore the barriers to these public eservices. The sample to this research was drawn from two sources: users of e-government services, and employees in Jordanian governmental organizations. This research is mainly deductive, and includes a mixed research approach of both quantitative and qualitative methods. A survey approach was employed to achieve the research objectives. Moreover, nine interviews were carried out with both users and providers of e-services to obtain insightful data, and to enhance the interpretation of the quantitative findings. Factor analysis, bivariate analysis, error bars, and graphs were employed to explore and clarify patterns of multifaceted relationships for various perceptions of e-government services in relation to demographic characteristics, and the barriers that impede the development of these services. The findings reveal that users of e-government services were chiefly critical of the current status, which was identified according to four categories: Inform, Interact, Intercommunicate, and individualize. However, that dissatisfaction has not stopped the users to aspire a desired status of e-government services, which again was identified according to two categories: Integrate, and Involve. Moreover, the providers reveal in their perception of the barriers that five various barriers' categories …
author: Hjouj Btoush, Mohammad A.
language: en
date published: 2009-01
date modified: 2026-07-24T06:31:03Z
provider: Sheffield Hallam University
publisher: Networked Digital Library of Theses and Dissertations
type: WebPage
source organization: Sheffield Hallam University