International Journal of Technology and Human Interaction, 9(2), 1-19, April-June 2013 1

Factors Influencing Citizen
Adoption of E-Government in Developing Countries:
The Case of Jordan

Omar Al Hujran, Department of Management Information Systems, Princess Sumaya
University for Technology, Amman, Jordan
Anas Aloudat, Department of Management Information Systems, University of Jordan,
Amman, Jordan
Ikhlas Altarawneh, Prince Sultan College for Business & Tourism, Al-Faisal University,
Abha, Saudi Arabia

ABSTRACT
The main purposes of this study are to investigate citizen adoption of e-government services in Jordan and to explore factors affecting the level of adoption of e-government services. Importantly, this study aims to develop a conceptual framework that is based on previous literature of Technology Acceptance Model (TAM) in order to examine the relationships between certain factors (government trustworthiness, service quality and citizen satisfaction) and citizen adoption of e-government services. A self-administered questionnaire was used to capture data from 356 Jordanian citizens across the country randomly. The findings indicate that perceived usefulness, perceived ease of use, citizen satisfaction and trustworthiness are significant predictors of the Jordanian intention to use an e-government service. The results also showed that the service quality dimensions: responsiveness, reliability, and empathy have significant impacts on the citizen satisfaction. The study has made significant contributions to the body of knowledge at academic and practical levels as an important exploratory study that was conducted in the context of Jordan, a developing country with genuine need for more research works on e-government issues. In addition, this study provides some valuable insights into the performance and adoption of e-government in Jordan that could help government agencies to improve the effectiveness of their services.
Keywords:

Citizen Satisfaction, E-Government Adoption, Government Trustworthiness, Jordan, Service
Quality, Technology Acceptance Model (TAM)

DOI: 10.4018/jthi.2013040101
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2 International Journal of Technology and Human Interaction, 9(2), 1-19, April-June 2013

INTRODUCTION
The rapid growth of the Internet has had a transformational effect on society. It has enabled many governments around the world to efficiently deliver information and services to their stakeholders: citizens, businesses, employees and government agencies. E-government development very often aims to improve public service delivery capability, as well as a public administration’s governance, transparency and accountability (Chatfield & Alhujran, 2009).
Davison et al., (2005) argue that e-government became an opportunity to rethink how the government provides services, and how it links them in a way that is convenient for a user’s needs, not only to put forms and services online.
According to Bassanini (2002) e-government is also a mean of empowering people, changing the way people access public services, by promoting transparency and accountability in governmental action of acquiring knowledge
(Al-shqairat & Al tarawneh, 2011).
However, despite the governments’ growing investment in electronic services, at both national and local government levels, egovernment research results present evidence of low-level citizen adoption of e-government services (Al-Jaghoub et al., 2010; Al-shqairat
& Al tarawneh, 2011; Belanger & Carter, 2008;
Choudrie & Dwivedi, 2005; Hamner & AlQahtani, 2009; Fu et al., 2006; Kumar et al.,
2007; Lin et al., 2011; Wang, 2003). Citizens are still more likely to prefer the use of the traditional methods (e.g. in-person visits, phone calls) to interact with their governments (Belanger & Carter, 2008). Due to this prominent problem, several researchers, such as Gilbert et al., (2004); Gupta et al., (2008); Fu (2006);
Kumar et al., (2007); and Tung and Rieck (2005) suggest the need for more research in the area of e-government to help governments improving their understanding of the issues that influence citizen adoption of e-government services.
A careful review of e-government adoption research shows that a large portion of the published studies were conducted in developed countries, as for example: Carter and Bélanger

(2005); Kumar et al., (2007); Reddick (2005);
Tung and Rieck (2005). In consequence, little is found about factors influencing e-government adoption in the developing countries (Lin et al.,
2011). In addition, although service quality and user satisfaction are not new in the information systems (IS) research, the two concepts are not well recognized in the e-government adoption literature (Lai & Pires, 2010). This gap of knowledge is particularly apparent in the Arab countries, including Jordan. Therefore, the current study is expected to contribute to the existing knowledge and literature of egovernment adoption in developing countries by targeting Jordan as its case. This study aims to investigate citizen adoption of e-government services in Jordan, in addition to explore the factors influencing the level of citizen adoption of e-government services. Importantly, it aims to extend the understanding of e-government adoption by proposing and then empirically testing a user-centric model that is based on an extended set of variables from the literature of technology acceptance, trust and marketing to examine the relationships between certain factors (government trustworthiness, service quality and citizen satisfaction) and citizen adoption of e-government services. A better understanding of these factors is rather critical for policy making in Jordan. It could also be argued that while this paper focuses on Jordan, the key findings presented may have important implications for other Arab countries and developing countries around the world with similar circumstances as Jordan.

LITERATURE REVIEW
Jordan’s E-Government Program
E-government initiatives seek to enhance participation and interaction between government and its stakeholders (i.e. citizens, employees, clients, suppliers, donors, etc.) through developing several sub-strategies, adopting different instruments (e.g. e-democracy) and using available Information Communication Technology

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International Journal of Technology and Human Interaction, 9(2), 1-19, April-June 2013 3

(ICTs) tools, such as the internet and media.
In the 1990s, e-government became a strategy for reform and development in public sector agencies through the rethinking of the government’s role as a whole. Also, the development of e-government followed the example of ecommerce through the use of a business model to solve government problems that included the weakness of democracy, bureaucracy and duplication of public departments’ efforts
(Stahl, 2005).
Jordan has recognized that a comprehensive e-government initiative will motivate ICT services and the educational sector. Consequently, his Majesty King Abdullah II initiated the e-government as a national program in 2000
(Abu-Samaha & Abdel Samad, 2007). The
Jordanian Ministry of Communications and
Information Technology (MoICT) has been assigned to coordinate the required efforts to implement the e-government project and to provide the full support where needed to assure the success of the project. This program was established with the vision of developing Jordan both socially and economically by providing access to government e-services for everyone, regardless the economic status, location, ICT ability, and education level (MoICT, 2006b).
The main goals of this program are: delivering high-quality services to consumers, businesses and organizations at reasonable costs, improving government performance and efficiency, and ensuring public sector transparency and accountability (MoICT, 2006b).
Jordan is “one of the rare countries in the
Middle East with a history of commitment to good governance and ICT-related initiatives”
(Ciborra & Navarra, 2005, p142). In terms of achievements, the majority of the public agencies have a web presence. In 2003, 52% of the government organizations had a presence online
(Tarawneh, 2003). In addition, increasingly e-government portals and ministries websites offer e-services to the public. Examples of these services include: police clearance, drivers and vehicle licensing, e-Tax, a real estate registry, and national exam registration and results
(Abu-Samaha & Abdel Samad, 2007; MoICT,

2006a). Moreover, the UN e-government survey conducted in 2008 noted that Jordan improved significantly since the 2005 survey, and therefore, it is now ranked as third among the Arab countries (United Nations, 2008). Furthermore, e-government in Jordan has substantially moved forward, from being ranked 90 in the 2005
United Nations’ e-government readiness report, to 15 in the 2008 report in the e-participation index worldwide. The government of Jordan has developed enhanced national portal and e-government websites which include features such as the SMS gateway that enables citizens to be more interactive with the government.
However, regardless some success, the e-government program in Jordan is still facing key challenges. These include: lack of citizens’ awareness, limited ICT skills among the government employees, integration problems, financial issues, lack of related legislations, and the digital divide (Abu-Samaha & Abdel
Samad, 2007; Al-Omari, 2006; MoICT, 2006b;
Tarawneh, 2003). In this regard, Al-shqairat and Al tarawneh (2011) argue that although the rate of the diffusion of technology increased in Jordan since 2000, it is still less than the required level. Therefore, there is a low level of ICT usage on one hand, and deficiency in the use of ICT in obtaining the benefits from it on the other hand. Jordan has a high rate of owning and using landlines and mobile phones, but simultaneously has a low rate of owning computers and accessing the internet. However, the aspiration is for increasing the usage of ICT and enhancing the way in which people may benefit from it.

Citizen Adoption of E-Government
There are many definitions for the citizen adoption of e-government (Kumar et al., 2007).
Some researchers refer to it as the ‘intention’
(Carter & Bélanger, 2005; Warkentin et al.,
2002) or ‘willingness’ (Gilbert et al., 2004) of a citizen to use e-government information and services. Warkentin et al., (2002, p.159) defined e-government adoption as “the intention to
‘engage in e-government’, which encompasses

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4 International Journal of Technology and Human Interaction, 9(2), 1-19, April-June 2013

the intentions to receive information, to provide information and to request e-government services”. Reddick (2005) classified the existing e-government literature into two streams of egovernment adoption research: supply-side and demand-side. The first stream studies e-government adoption from the supply-side perspective, which reflects the factors that are important or related to the supplier of public services (local, state or national government) (Reddick, 2005).
Therefore, this perspective explores factors that affect government organizations’ adoption and implementation of e-government services
(Ciborra & Navarra, 2005; Ferro & Sorrentino,
2010; Holden et al., 2003; Moon, 2002; Norris & Moon, 2005). Examples of these factors include IT infrastructure, financial resources, skilled personnel, and resistance to change.
The second stream studies e-government adoption from the demand-side perspective, which focuses on the “customers” of public services
(Reddick, 2005). Several researchers explored factors that influence citizens to adopt and use e-government services (Al-Jaghoub et al., 2010;
Al-Hujran & Al-dalahmeh, 2011; Alhujran &
Chatfiled, 2008; Belanger & Carter, 2008;
Carter & Belanger, 2005; Fu et al., 2006; Gilbert et al., 2004; Lin et al., 2011; Phang et al.,
2005). Examples of these factors include trust, culture, and perceived ease of use, perceived usefulness, and experience. However, while the academic literature on e-government adoption has focused upon the supply-side perspective

of e-government adoption, relatively little attention has been given to the demand or citizen adoption of e-government services (Al-shqairat
& Al tarawneh, 2011; Alhujran &Chatfield,
2008; Carter & Bélanger, 2005; Hamner &
Al-Qahtani, 2009; Reddick & Turner, 2012;
Reddick, 2005; Tung & Rieck, 2005), which justifies the focus of this paper on citizen adoption of e-government (demand-side).

OVERVIEW OF THE
TECHNOLOGY ACCEPTANCE
MODEL (TAM)
The TAM model initially proposed by Davis
(1989) is one of the various models that information technology (IT) and information systems (IS) researchers have used to predict and explain the underlying factors that motivate users to accept and adopt new information technology systems. TAM was adopted from the Theory of Reasoned Action (TRA) (Ajzen and Fishbein, 1980), a theory in the field of social psychology. The TAM, as shown in Figure
1, uses variables from the TRA to explain an individual’s voluntary use of IT/IS systems. In
TAM, Davis proposed the constructs, perceived ease of use (PEOU) and perceived usefulness
(PU), as the key determinants of IT or IS acceptance behavior. Davis (1989, p. 320) defined perceived usefulness as “the degree to which a person believes that using a particular system would enhance his or her job performance”, and

Figure 1. Davis (1989) Technology acceptance model

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International Journal of Technology and Human Interaction, 9(2), 1-19, April-June 2013 5

defined perceived ease of use as “the degree to which a person believes that using a particular system would be free of effort”.
According to TAM, greater PU and PEOU of an IS positively influences the person’s attitude toward this system. Fishbein & Ajzen
(1975, p.216) defined attitude as “an individual’s positive or negative feelings (evaluative affect) about performing the target behaviour”.
The attitude, in turn, leads to greater intention to use the system, which positively affects the individual’s actual use of the system (Davis et al., 1989; Venkatesh & Davis, 2000). Fishbein and Ajzen (1975, p.216) defined intention to use as “the strength of one’s intention to perform a specified behaviour”. Also, the PU of a system is predicted to be positively influenced by the perceived ease of use. However, although the original TAM included the attitude toward behavior as a mediator between the beliefs and the intention to use, Davis et al., (1989) did not find empirical support for the attitude as a significant mediator and, therefore, dropped the attitude construct from his final model.
One advantage of TAM is that it has been extensively tested and validated across different settings. For example, several studies have used
TAM to evaluate user adoption of electronic commerce (Gefen et al., 2003; Pavlou, 2003;
Pavlou & Fygenson; 2006), electronic education (Arbaugh, 2000; Martins & Kellermanns,

2004), as well as e-government dronict al.,
2003, (Al-adawi et al., 2005; Al-Hujran &
Al-dalahmeh, 2011; Bélanger & Carter, 2008;
Fu et al., 2006; Lin et al., 2011; Warkentin et al., 2002). In addition, the TAM has reliable instruments and empirically supported (Chen et al., 2007).

RESEARCH MODEL AND
HYPOTHESES DEVELOPMENT
In this study we adopt TAM as the theoretical framework to examine the citizen adoption of e-government services and websites in Jordan.
To improve TAM’s predictive power, Paul and
John (2003) suggested that the model has to be integrated into a broader set including variables related to both human and social factors. In addition, Wixom and Todd (2005) demonstrated the potential of integrating user satisfaction in
TAM, which may yield to a better understanding of user acceptance and adoption. Built upon this, the model for this study, as shown in
Figure 2, is an extension of the original TAM.
It integrates the constructs of TAM with new constructs, such as citizen satisfaction, service quality and trustworthiness, to form a model of factors that influence citizen adoption of e-government services.

Figure 2. The research model

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6 International Journal of Technology and Human Interaction, 9(2), 1-19, April-June 2013

Perceived Usefulness
E-government is an important Internet application that helps governments to deliver services to the public, improve interactions with citizens, businesses and other government organizations, and facilitate access to government documents and information (Huang and Bwoma, 2003).
Using e-government services can lead to greater convenience and lower-time, money and effort for services. However, the numerous potential benefits of adopting e-government services will not be fully realized without a satisfactory adoption level of e-government information and services by the citizens. Previous researchers have recognized the positive relationship between perceived usefulness and citizen adoption of e-government services (e.g. Gilbert et al., 2004;
Fu, 2006; Wang, 2002). For example, Gilbert et al. (2004) found that citizens willingness to use egovernment services increased if they perceived that the electronic delivery of public services is saving them money and time. This study, therefore, proposed the following hypothesis:
H1: There is a direct positive relationship between perceived usefulness and the behavioral intention to use e-government services. Perceived Ease of Use
Based on TAM, several researchers reported the importance of PEOU as a determinant of the citizen adoption of e-government services, either directly or indirectly (e.g. Carter & Bélanger, 2005; Fu, 2006; Wang, 2002). Findings of these studies acknowledged that developing e-government websites that are easy to use and more user-friendly would positively influence citizen intention to use e-government services.
Therefore, this study postulates the following hypotheses: H2: There is a direct positive relationship between perceived ease of use and the behavioral intention to use e-government services; H3: There is a direct positive relationship between perceived ease of use and the perceived usefulness of e-government services. Citizen Satisfaction
User or customer satisfaction has been researched and proved by many researches to be a critical and significant factor for long-term organizational success (Anderson & Mittal,
2000, Clark 1999; Oliver, 1999) and systems usage (Al-Gahtani & King, 1999; Shih, 2004).
There are many definitions for user satisfaction in the literature. Oliver (1999) defined satisfaction as the perception of a pleasurable fulfillment of a service. User satisfaction is also viewed as the user’s attitude toward an information system. According to Ives et al., (1983 p.785) user satisfaction is the “extent to which users believe the information systems available to them meets their information requirements”.
In the context of e-government, user or citizen satisfaction represents a modern approach for quality in public organizations and serves the development of a truly citizen-oriented management culture (Horan & Abhichandani, 2006;
Yaghoubi et al., 2011). To be citizen-oriented and to recognize its potential, e-government initiatives need to be grounded on in-depth understanding of potential citizens’ needs, perceptions (Lai & Pires, 2010) and other factors influencing them to adopt the available e-government services. However, technology acceptance literature and customer satisfaction literature have been largely treated in parallel and have not been well integrated (Wixom &
Todd, 2005). In their study, Wixom and Todd
(2005) provided preliminary evidence that the two perspectives should be integrated. However, their study was conducted in an organizational context where the use of technology is mandatory and the authors recognized that the results of their study cannot be generalized to other contexts and technologies such as the e-government without further research. This study, therefore, proposes the following hypothesis:

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International Journal of Technology and Human Interaction, 9(2), 1-19, April-June 2013 7

H4: There is a direct positive relationship between citizen satisfaction and the behavioral intention to use e-government services. Service Quality
Scholars from different disciplines suggested the importance of service quality in electronic services environments (e.g. Agarwal et al.,
2007; Reichheld & Schefter, 2000; Shih, 2004;
Yaghoubi et al., 2011). Prior research addressing e-government service quality has also explored issues such as: evaluating the quality of an egovernment web page (Brebner & Parkinson,
2006), measuring e-government service quality (Barnes & Vidgen, 2006; Papadomichelaki
& Mentzas, 2012) and identifying evaluation criteria and assessing user perceptions (Horan et al., 2006). However, e-government service quality literature is not as robust as we would like to see (Papadomichelaki & Mentzas,
2012). Today, service quality has become one of the most important issues in the public sector. Interest in service quality has shifted to reflect current developments in e-government that emphasize the e-services quality (Gronier
& Lambert, 2010). One of the main goals of implementing e-government initiatives is to deliver better services to citizens. To achieve this goal, it is extremely essential to understand the needs of the citizens and tailor services to satisfy those needs (Kumar et al., 2007). Jordan’s e-government strategy is based on the goal of
“delivering high-quality customer-centric and performance-driven services to e-government customers” (MoICT, 2006b, p. 4). According to this strategy, the e-government services are designed to be service-oriented, customercentric, and results driven. Service quality can be described as the customer’s assessment of the overall excellence or superiority of the service (Zeithaml, 1988). The SERVQUAL scale, first developed by Parasuraman et al.
(1988) has been widely tested as a mean of measuring customer perceptions of service quality. This scale measures the service quality in five dimensions – tangibles, reliability,

responsiveness, assurance, and empathy. Of the five dimensions, only responsiveness, reliability and empathy are applicable to measure the
Web-based service quality (Al-Shibliy, 2006).
Hence, tangibility and assurance were not included in this study. Responsiveness refers to the customer perception of the responsiveness and helpfulness of the service provider; reliability refers to the ability to perform the promised service dependably and accurately; empathy refers to the caring and attention of the firm to its customers (Parasuraman et al., 1988).
Prior IS and marketing research has demonstrated that service quality leads to user satisfaction (Cronin & Taylor, 1992; Yen & Lu,
2008). Cronin & Taylor (1992) pointed out that service quality is an antecedent of consumer satisfaction. Applied to e-government, quality of e-government services guarantees that citizens will use them with great satisfaction
(Gronier & Lambert, 2010; Lai & Pires, 2010).
Therefore, in this study the following hypotheses are proposed:
H5.1: There is a direct positive relationship between responsiveness and citizen satisfaction;
H5.2: There is a direct positive relationship between reliability and citizen satisfaction;
H5.3: There is a direct positive relationship between empathy and citizen satisfaction.

Trustworthiness
A review of the e-government adoption literature conducted by Titah and Barki (2006) showed that trust is among the most significant factors affecting e-government adoption. Citizen trust is essential for the widespread adoption of e-government services (Susanto & Goodwin,
2010; Carter & Bélanger, 2005; Hung et al.,
2006; Wang 2002; Warkentin et al., 2002).
People usually have concerns about privacy and misuse of their personal information when it is shared over the internet (Carter & Bélanger,
2005). Several definitions of trust and trustworthiness have been found in the literature.
Barney & Hansen (1994, p.176) define trust

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8 International Journal of Technology and Human Interaction, 9(2), 1-19, April-June 2013

as “the mutual confidence that no party to an exchange will exploit another’s vulnerabilities”, while they define trustworthiness: “as the word itself implies, an exchange partner is trustworthy when it is worthy of the trust of other. An exchange partner worthy of trust is one that will not exploit other’s exchange vulnerabilities”. In this study, we adopt this distinction, and view government trustworthiness as an important antecedent of citizen trust. This study argues that trust is an attitudinal response of citizens to the government’s efforts to be trustworthy. It follows that perceived trustworthiness is likely to be an important strategic factor in predicting e-government adoption. Therefore, the following hypothesis is formulated:
H6: There is a direct positive relationship between trustworthiness and the behavioral intention to use e-government services.

METHODOLOGY
Measurement and Data
Collection Method
A self-administered structured questionnaire, constructed based on other related previous studies, was used to examine the citizen adoption of e-government services in Jordan. This questionnaire was pre-tested, modified, translated into Arabic and used to capture data on a cross-section of IS/IT users in Jordan. The accuracy of translation was then refined and verified by three Management Information
Systems (MIS) professors.
Multiple items were used for measuring the research variables using a five-point Likert scale, ranging from 5= “strongly agree” to 1=
“strongly disagree”. To ensure content validity, the selected items in the instrument were operationalized using validated items from prior research to ensure the validity of the content.
The TAM scales of PU and PEOU were measured using items adopted from Davis (1989) and Davis et al., (1989). Behavioral intention
(BI) items were adopted from Malhotra and

Galletta (1999) and Pavlou (2003). The measurement of trustworthiness was adopted from
Carter and Bélanger (2005). To measure citizen satisfaction, items were adapted from Molla and Licker (2001). The measures of the service quality items were adopted from Parasuraman et al. (1985) and Parasuraman et al. (1988). The
Appendix 1 shows all of the used measurements and their items.
For content and preface validity, the instrument was pre-tested with three academics and one postgraduate student in the field of IS. An academic excellent postgraduate student has been asked to fill the survey. When he finished it, he was asked to point out any problems in the survey questions. Based on his feedback, the wording of some questions was modified to improve clarity. After this step, three academicians were asked to answer the survey questions and to provide their feedback on whether the questions would accurately measure each construct or whether the questions were vague, ambiguous, difficult to understand or contained contradictions. The instrument was then modified to reflect the feedback received from those experts.
To ensure the items are measuring the same construct, Cronbach’s alpha was used to evaluate the reliability of the instrument items
(Cronbach, 1970). Although researchers suggest
0.7 as the accepted reliability cut-off, a value of more than 0.6 is regarded as a satisfactory level
(Hair et al., 2006). The reliability function in the
SPSS 17 was used to test the internal consistency
(i.e. reliability) for the items in each scale. The results are presented in Table 1. The outcomes of the statistical analysis demonstrate satisfactory reliabilities, ranging from 0.692 to 0.908.

Sample and Study Population
The questionnaire was administered to 573 citizens who lived at the time across Jordan and have regular access to the Internet. A total of 372 questionnaires were returned, achieving a return rate of 64.9%. From the 372 surveys collected,
16 were considered unusable because they had many missing response items. The remaining

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International Journal of Technology and Human Interaction, 9(2), 1-19, April-June 2013 9

Table 1. Reliability statistics
Scale

No. of Items

Cronbach Alpha (α)

Perceived Usefulness (PU)

5

.736

Perceived ease of use (PEOU)

5

.850

Behavioral Intention to Use (BI)

3

.874

Trustworthiness (TR)

5

.860

Citizen Satisfaction

5

.908

Service Quality: Responsiveness

3

.743

Reliability

4

.789

Empathy

4

.692

Total

34

356 surveys were used in the analysis. The demographic characteristics of the participants are presented in Table 2. As shown in Table 2,
118 respondents (33.1%) were females and 238
(66.9%) were males. Most of the respondents
(58.4%) were between 20−30 years of age and
72.5% have a bachelor degree. In addition, most of the respondents (56.7%) have considerable experience in using the computer. About 78.3% of the respondents have been using the computer for more than 3 years. Moreover, around
60% of them are using the Internet on daily or weekly bases. These results indicate that young citizens in Jordan have considerable experience in using computers and Internet.

FINDINGS AND RESULTS OF
HYPOTHESES TESTING
A set of single and multiple linear regressions were used to test the hypotheses associated with the research model. Although the path coefficient can be estimated in many ways, multiple regression analysis is used by most empirical studies to explore the relationship between a single dependent variable and several predictors
(independent variables) (Hair et al., 2006). The multiple regression assumptions of normality, linearity, homoscedasticity and independence of residuals were tested and the integrity of the assumptions was not questioned. Table 3 shows

the results of the regression analysis based on the relationships proposed in the research model. Figure 3 is a graphical representation of the analysis results. To investigate the research hypotheses, multiple regression analyses were performed using SPSS 17.0 package for Windows. To investigate hypotheses H1, H2, H4, and H5, PU, PEOU, trustworthiness, and citizen satisfaction were simultaneously regressed on BI. To investigate the research hypothesis
H3, single regression was performed. All the research hypotheses (H1, H2, H3, H4, H5.1,
H5.2, H5.3, and H6) have been supported by the empirical test. In addition, the results indicated that the research model explained around 54.6% of the variance in citizen intention to adopt and use e-government websites (R2 = 0.546).

DISCUSSION
The findings indicate that there are factors which can influence the citizen adoption of e-government services in Jordan. As hypothesized, perceived usefulness, perceived ease of use, citizen satisfaction and trustworthiness are significant predictors of usage intention, and together, accounted for 54.6% of the variance in the citizen intention to use e-government services (R2 = 0.546).
In consistent with the previous TAM researches (e.g. Davis et al., 1989; Venkatesh

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10 International Journal of Technology and Human Interaction, 9(2), 1-19, April-June 2013

Table 2. Demographic characteristics of the participants
Percentage

Frequency

Categories

Characteristics

66.9

238

Male

Gender

33.1

118

Female

10.1

36

Less than 20

58.4

208

20-30

21.3

76

31-40

9.3

33

41-50

.8

3

More than 50

2.8
7.3

10
26

High school
Community College

72.5

258

Bachelor

17.4

62

Postgraduate

32.6

116

Less than 200

46.3

165

201-500

11.2

40

Age

501-800

9.8

35
118

Private sector

39.6
7.3

141
26

Public sector
Self employed

18.3
1.7

65
6

Student
Unemployed

21.6

77

Less than 3 years

Income

More than 800

33.1

Education

21.6

77
202

More than 5 years

21.9

78

Once a month

18.3

65

Several times monthly

23.9

85

Several times weekly

11.5

41

Once a day

24.4

87

Computer experience

3-5

56.7

Occupation

Several times daily

& Davis, 2000), this study hypothesized that there would be a positive relationship between the perceived usefulness, perceived ease of use and citizen intention to use e-government services (H1, H2). The findings of this study demonstrate empirical support for these two hypotheses. The perceived usefulness has a positive impact on the citizen’s attitude toward using an e-government service. As shown in
Table 3, the standardized coefficient (Beta

Internet usage frequencies

value) for the perceived usefulness is positive and significant (β= 0.236, p