{"id":"https://openalex.org/W2980391770","doi":"https://doi.org/10.4018/ijebr.2019100103","title":"Drivers of E-Government Citizen Satisfaction and Adoption","display_name":"Drivers of E-Government Citizen Satisfaction and Adoption","publication_year":2019,"publication_date":"2019-10-01","ids":{"openalex":"https://openalex.org/W2980391770","doi":"https://doi.org/10.4018/ijebr.2019100103","mag":"2980391770"},"language":"en","primary_location":{"id":"doi:10.4018/ijebr.2019100103","is_oa":false,"landing_page_url":"https://doi.org/10.4018/ijebr.2019100103","pdf_url":null,"source":{"id":"https://openalex.org/S77020770","display_name":"International Journal of E-Business Research","issn_l":"1548-1131","issn":["1548-1131","1548-114X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of E-Business Research","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5083549424","display_name":"Mohammad Al-Ma\u2019aitah","orcid":"https://orcid.org/0000-0003-1510-370X"},"institutions":[{"id":"https://openalex.org/I33926330","display_name":"Al-Balqa Applied University","ror":"https://ror.org/00qedmt22","country_code":"JO","type":"education","lineage":["https://openalex.org/I33926330"]}],"countries":["JO"],"is_corresponding":true,"raw_author_name":"Mohammad Al-Ma'aitah","raw_affiliation_strings":["Al-Balqa' Applied University, Salt, Jordan"],"affiliations":[{"raw_affiliation_string":"Al-Balqa' Applied University, Salt, Jordan","institution_ids":["https://openalex.org/I33926330"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5083549424"],"corresponding_institution_ids":["https://openalex.org/I33926330"],"apc_list":null,"apc_paid":null,"fwci":2.0436,"has_fulltext":false,"cited_by_count":7,"citation_normalized_percentile":{"value":0.91021442,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":97},"biblio":{"volume":"15","issue":"4","first_page":"40","last_page":"55"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.9994000196456909,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.9994000196456909,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9979000091552734,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14064","display_name":"Organizational and Employee Performance","score":0.9934999942779541,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.728203535079956},{"id":"https://openalex.org/keywords/government","display_name":"Government (linguistics)","score":0.7077649831771851},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.6641887426376343},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.5934305191040039},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.5754027962684631},{"id":"https://openalex.org/keywords/sample","display_name":"Sample (material)","score":0.5240523815155029},{"id":"https://openalex.org/keywords/e-government","display_name":"E-Government","score":0.49609503149986267},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.46431824564933777},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.4207736849784851},{"id":"https://openalex.org/keywords/public-relations","display_name":"Public relations","score":0.4053517282009125},{"id":"https://openalex.org/keywords/information-and-communications-technology","display_name":"Information and Communications Technology","score":0.18998444080352783},{"id":"https://openalex.org/keywords/political-science","display_name":"Political science","score":0.13528084754943848}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.728203535079956},{"id":"https://openalex.org/C2778137410","wikidata":"https://www.wikidata.org/wiki/Q2732820","display_name":"Government (linguistics)","level":2,"score":0.7077649831771851},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.6641887426376343},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5934305191040039},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5754027962684631},{"id":"https://openalex.org/C198531522","wikidata":"https://www.wikidata.org/wiki/Q485146","display_name":"Sample (material)","level":2,"score":0.5240523815155029},{"id":"https://openalex.org/C170007233","wikidata":"https://www.wikidata.org/wiki/Q211017","display_name":"E-Government","level":3,"score":0.49609503149986267},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.46431824564933777},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4207736849784851},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.4053517282009125},{"id":"https://openalex.org/C67363961","wikidata":"https://www.wikidata.org/wiki/Q5268834","display_name":"Information and Communications Technology","level":2,"score":0.18998444080352783},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.13528084754943848},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C43617362","wikidata":"https://www.wikidata.org/wiki/Q170050","display_name":"Chromatography","level":1,"score":0.0},{"id":"https://openalex.org/C41895202","wikidata":"https://www.wikidata.org/wiki/Q8162","display_name":"Linguistics","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.4018/ijebr.2019100103","is_oa":false,"landing_page_url":"https://doi.org/10.4018/ijebr.2019100103","pdf_url":null,"source":{"id":"https://openalex.org/S77020770","display_name":"International Journal of E-Business Research","issn_l":"1548-1131","issn":["1548-1131","1548-114X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of E-Business Research","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:igg:jebr00:v:15:y:2019:i:4:p:40-55","is_oa":false,"landing_page_url":"https://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/IJEBR.2019100103","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Partnerships for the goals","id":"https://metadata.un.org/sdg/17","score":0.4300000071525574}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":62,"referenced_works":["https://openalex.org/W179412013","https://openalex.org/W195845004","https://openalex.org/W1509944804","https://openalex.org/W1512648062","https://openalex.org/W1516738863","https://openalex.org/W1519008338","https://openalex.org/W1526178333","https://openalex.org/W1530711596","https://openalex.org/W1533637910","https://openalex.org/W1598510476","https://openalex.org/W1834766500","https://openalex.org/W1945887587","https://openalex.org/W1969533047","https://openalex.org/W1971256551","https://openalex.org/W1974479058","https://openalex.org/W1977167088","https://openalex.org/W1981576151","https://openalex.org/W1997466440","https://openalex.org/W1998763323","https://openalex.org/W2005400927","https://openalex.org/W2006790630","https://openalex.org/W2020564960","https://openalex.org/W2028677680","https://openalex.org/W2037683264","https://openalex.org/W2039994611","https://openalex.org/W2045775009","https://openalex.org/W2053430348","https://openalex.org/W2054140457","https://openalex.org/W2055513311","https://openalex.org/W2075641848","https://openalex.org/W2075669799","https://openalex.org/W2077453046","https://openalex.org/W2092719789","https://openalex.org/W2092889035","https://openalex.org/W2094950972","https://openalex.org/W2096870307","https://openalex.org/W2104996229","https://openalex.org/W2117388429","https://openalex.org/W2140890354","https://openalex.org/W2142599319","https://openalex.org/W2143299545","https://openalex.org/W2149142441","https://openalex.org/W2152739340","https://openalex.org/W2162949055","https://openalex.org/W2187742081","https://openalex.org/W2218119186","https://openalex.org/W2257900777","https://openalex.org/W2290376496","https://openalex.org/W2291450867","https://openalex.org/W2402841661","https://openalex.org/W2491845615","https://openalex.org/W2501008491","https://openalex.org/W2582803313","https://openalex.org/W2756274548","https://openalex.org/W2759268964","https://openalex.org/W2788878927","https://openalex.org/W2845749214","https://openalex.org/W2892883521","https://openalex.org/W3100284355","https://openalex.org/W4247753441","https://openalex.org/W4285719527","https://openalex.org/W4289764047"],"related_works":["https://openalex.org/W2408876202","https://openalex.org/W3121310208","https://openalex.org/W2753047320","https://openalex.org/W3209975098","https://openalex.org/W1983532449","https://openalex.org/W2138931792","https://openalex.org/W3158779454","https://openalex.org/W2736308830","https://openalex.org/W2937437986","https://openalex.org/W2614914486"],"abstract_inverted_index":{"This":[0],"study":[1,59,76,114],"investigated":[2],"the":[3,26,33,58,120],"impact":[4,34,47,85,133],"of":[5,7,16,35,62,91,101,122],"drivers":[6],"e-government,":[8],"particularly":[9],"social":[10,36,80,123],"CRM,":[11],"citizen":[12,20,39,49,87,97,108],"trust,":[13],"and":[14,41,45,89,94,99,125,137],"quality":[15,43,90,100],"electronic":[17,92,102],"services,":[18,93],"on":[19,38,48,86,107],"satisfaction":[21,109,127],"with":[22,110],"e-government":[23,111],"services":[24,103],"in":[25],"Jordanian":[27],"environment.":[28],"In":[29],"addition":[30],"to":[31,56],"measuring":[32],"CRM":[37,81,124],"trust":[40,88,98,136],"service":[42,138],"respectively":[44],"its":[46],"satisfaction.":[50],"A":[51],"convenience":[52],"sample":[53],"was":[54,70],"used":[55],"achieve":[57],"purpose":[60],"consisting":[61],"386":[63],"questionnaires":[64],"collected":[65],"online.":[66],"The":[67,75,113],"resulting":[68],"data":[69],"analyzed":[71],"using":[72],"PLS.2":[73],"software.":[74],"findings":[77],"reveal":[78],"that":[79,96],"has":[82],"a":[83,130],"significant":[84,105,131],"furthermore":[95],"have":[104],"impacts":[106],"services.":[112],"found":[115],"no":[116],"direct":[117],"relationship":[118],"between":[119],"use":[121],"citizen-government":[126],"but":[128],"showed":[129],"indirect":[132],"via":[134],"customer":[135],"quality.":[139]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":3},{"year":2023,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2019-10-25T00:00:00"}