[Paper Review] Success Factors Contributing to eGovernment Adoption in Saudi Arabia: G2C approach

Ibrahim Abunadi, Louis Sanzogni+2 more|arXiv (Cornell University)|Dec 7, 2012

E-Government and Public Services8 references3 citations

TL;DR

This study identifies critical success factors for eGovernment adoption in Saudi Arabia using a G2C (government-to-citizen) approach. Based on a literature review and empirical survey of Saudi eGovernment users, the authors develop a framework of key factors—such as perceived usefulness, ease of use, trust, and government support—that significantly influence citizen adoption of electronic government services, offering actionable insights for policymakers aiming to enhance service uptake.

ABSTRACT

Saudi Arabia is predetermined to implement eGovernment and provide world-class government services to citizens by 2010. However, this initiative will be meaningless if the people did not adopt these electronic services. Therefore, the purpose of this study is to determine success factors that will facilitate the adoption of eGovernment in Saudi Arabia. The results of the literature review have been deployed into surveys with Saudi eGovernment users. The discussion of the analysis from results obtained from the practical study has provided a framework that encompasses the eGovernment adoption success factors for Saudi Arabia.

Motivation & Objective

• To identify success factors that facilitate eGovernment adoption among Saudi citizens.
• To address the challenge of low citizen adoption despite government investment in eGovernment initiatives.
• To develop a practical framework of adoption factors specific to Saudi Arabia's G2C eGovernment environment.
• To provide evidence-based recommendations for improving eGovernment service delivery and user engagement.

Proposed method

• Conducted a comprehensive literature review to identify potential success factors for eGovernment adoption.
• Designed and administered a survey targeting Saudi eGovernment users to collect empirical data on perceived factors.
• Used quantitative analysis to assess the impact of identified factors on user adoption behavior.
• Developed a conceptual framework integrating key success factors based on survey results and theoretical foundations.
• Applied the Technology Acceptance Model (TAM) as a theoretical lens to interpret user perceptions of usefulness and ease of use.
• Validated the framework through data analysis and discussion of practical implications for government service delivery.

Experimental results

Research questions

• RQ1 What are the primary factors influencing Saudi citizens' adoption of eGovernment services?
• RQ2 How do perceived usefulness and ease of use affect eGovernment adoption in the Saudi context?
• RQ3 To what extent do trust in government and perceived service quality impact eGovernment adoption?
• RQ4 What role does government support and infrastructure play in facilitating eGovernment adoption?
• RQ5 How can a structured framework of success factors be developed to guide eGovernment implementation in Saudi Arabia?

Key findings

• Perceived usefulness of eGovernment services is a significant predictor of user adoption in Saudi Arabia.
• Ease of use was found to be a critical factor influencing citizens' intention to use electronic government services.
• Trust in government institutions and data security significantly affects citizens' willingness to adopt eGovernment platforms.
• Government support and the availability of reliable infrastructure were identified as essential enablers for successful eGovernment adoption.
• The developed framework effectively captures the multidimensional nature of eGovernment adoption success factors in the Saudi context.
• The study confirms that user-centric design and trust-building measures are essential for improving eGovernment service uptake.