The mediating effect of citizens interaction on the relationship between e-government services factors and usage e-government services in Jordanian universities

Electronic government has become a major area of research in the field of information systems, and to the development for governments worldwide. Thus, e-Government services have been introduced for the purpose of the better public services. However, the issue of a low-level usage of e-government services among citizens has been identified. In Jordan, an urgent need to investigate the factors that influence the usage of e-Government services has emerged due to the gap between the services provided by the government and the interaction of citizens. To achieve the objective of this study, an Expectation Confirmation Theory was adopted by combining the Theory of Planned Behaviour and Trust and Risk Model. The conceptual model has been used to describe the influence of satisfaction, behaviour, and perceived risks based on the intention of citizen interaction to use e-Government services. A quantitative approach using the questionnaire technique was employed to test this research model. Based on a convenience sampling, 600 questionnaires were distributed to the academic and non-academic staff of ten public universities in Jordan. Out of this number, 571 of the returned questionnaires were found usable, resulting in a response rate of approximately 95.2%. The data were analysed by using the Structural Equation Modelling. The findings indicated that satisfaction, behaviour, and perceived risks have a mediating effect on the factors that shaping satisfaction, behaviour, perceived risks, and intention of citizen interaction. Further, intention of citizen interaction has a partial mediating effect on the association between satisfaction, behaviour, perceived risks towards the usage of e-Government services. The findings of this study have provided several practical contributions to assist government policymakers in setting strategies to improve citizens interaction and to strengthen the maturity of e-Government services.