The Mediating Role of Service Quality in System Trust and E-Government Adoption in Jordan

Abstract

This study investigates the factors influencing e-government adoption in the Great Amman Municipality, emphasizing the roles of system trust and service quality. Utilizing the Unified Theory of Acceptance and Use of Technology (UTAUT) framework, data were collected from 389 employees through a structured questionnaire. Confirmatory Factor Analysis (CFA) and Structural Equation Modeling (SEM) were employed to validate the measurement model and test hypothesized relationships. The findings reveal that system trust significantly impacts e-government adoption intentions both directly and indirectly through service quality, which acts as a mediator. Service quality itself is a critical determinant of adoption intention. The combined effect of system trust and service quality explains 56.7% of the variance in adoption intentions. These results underscore the importance of building trust and enhancing service quality to boost e-government adoption rates. The study offers valuable theoretical and practical insights, suggesting that robust cybersecurity measures, transparent communication, and continuous service improvement are essential strategies for encouraging e-government adoption. Future research should explore these relationships in diverse contexts and include longitudinal, qualitative, and comparative studies to provide a comprehensive understanding of e-government adoption dynamics.