Exploring perceived risk, perceived trust, perceived quality and the innovative characteristics in the adoption of smart government services in Jordan

Abstract

The main purpose of this study is to introduce and examine the factors affecting the intention to adopt and use of smart government services among Jordanian citizens. This study proposed a theoretical model based on diffusion of innovation theory (DOI) and integrated external constructs perceived risk, trust, and quality. Furthermore, this study is intended to investigate the moderating effect of gender and experience. Data were collected from undergraduate university students by using a paper-based questionnaire and analysed by using a WarpPLS 5.0 software. The results show that relative advantage, trialability and observability are important factors in explaining the individual's intention. Meanwhile, compatibility and complexity do not exert any significant influence. Moreover, experience plays an important role in moderating some of the hypothesised relationships. Meanwhile, gender does not have any moderation influence. This study's model explained approximately 40% of the variance in intention to adopt and use s-government services. Implications, limitations and suggestions for future studies are discussed.