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E-government use and rebuilding trust: satisfaction with e-services as a mediator

Author

Listed:
  • Sahem Nawafleh
  • Alaa Ahmad Al-Salaiti

Abstract

This study intended to investigate the impact of using e-government on rebuilding the trust of citizen in the government through suggesting satisfaction with e-services as an intermediary variable. A descriptive-quantitative-exploratory approach was adopted by designing a self-administrated questionnaire for data collection purposes. Through convenience sampling, data was collected, and the sample comprised 397 individuals, who are citizens and users for e-government in Jordan context. SMART Partial Least Squares was adopted for analysis purposes. Results reported a significant direct impact for e-government using on rebuilding citizen trust (R2 = 26.1%), and a significant impact for e-government using on promoting satisfaction with e-services (R2 = 57.3%), and a significant impact for satisfaction with e-services on promoting citizens' trust (R2 = 41.3%). The analysis also reported a significant indirect effect (0.452) supporting the suggested role for satisfaction with e-services as a full mediator. Following the gathered results, directions and recommendations for future studies were provided.

Suggested Citation

  • Sahem Nawafleh & Alaa Ahmad Al-Salaiti, 2022. "E-government use and rebuilding trust: satisfaction with e-services as a mediator," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 43(4), pages 440-459.
    • Handle: RePEc:ids:ijsoma:v:43:y:2022:i:4:p:440-459
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