An Assessment Tool for E-Government System Performance: -A Citizen-Centric Model

Governments worldwide have, increasingly, implemented e-government initiatives for their potential significant benefits; among which, delivering better services to citizens through increasing citizens' convenience, satisfaction, and independence; and saving their time, effort, and cost. Achieving each benefit is an objective to these governments and fulfilling each objective is considered a critical success factors. Hence, governments need to assess the extent to which they were able to obtain their preset goals. This study merely focuses on the citizens' perspective of the evaluation. However, the literature seems to lack studies that propose such a sufficient evaluation tool that has been reliably validated. Therefore, the purpose of this study is to fill this gap by proposing and validating a conceptual model and an associated evaluation tool which measures the e-government performance from citizens' perspective. The model includes factors which impact citizens' perceptions and their psychological and tangible benefits which, in turn, influence their adoption. The model was validated by a survey method and analyzed using PLS. The results support our model and shows that almost all paths in the proposed model are significant.