This chapter addresses response rate, reliability, normality, demographic information from respondents, and inferential analysis. The statistical so
4.1 Introduction
This chapter addresses response rate, reliability, normality, demographic information from respondents, and inferential analysis. The statistical social sciences tool SPSS (version 26) was used to process the data and then, data analysis to examine the relationship between variables.
Table 4.1 The gender of questionnaire respondents
Frequency Percent
Gender Male 157 73.0
Female 58 27.0
Total 215 100.0
Table 4.1 shows that males are more than female. Specifically, 73% of the respondents are males and 27% are females.
Table 4.2 The age of questionnaire respondents
Frequency Percent
Age 18 years and less than 25 17 7.9
25 years and less than 3557 26.5
35 to 40 years 60 27.9
More than 40 years 81 37.7
Total 215 100.0
Table 4.2 shows that 37.7% of the respondents are more than 40 years being the highest percentage among others. It is followed by those who are 35 to 40 years old with the percentage of 27.9%. Next, it is shown that 26.5% of them are 25 and less than 35 years old. The lowest percentage is7.9% for those who are 18 years and less than 25.
Table 4.3 The qualification of questionnaire respondents
Frequency Percent
Qualifications Secondary School or below 30 14.0
Diploma Degree 25 11.6
Bachelor Degree 111 51.6
Master Degree 26 12.1
PhD Degree 23 10.7
Total 215 100.0
Table 4.3 illustrates that 51.6% of the entire respondents have a bachelor degree being the highest percentage. Also, it is shown that 14% of them have a degree of secondary school or below. This is followed by those who have a master degree with the percentage of 12.1%. 11.6% of them have a diploma degree and the lowest degree is for those who have a PhD degree being 10.7% of the entire sample.
Table 4.4 The qualification of questionnaire respondents
Frequency Percent
Job/profession Private Sector/ Retired 43 20.0
Public Sector / Retired 105 48.8
Jobless 12 5.6
Private Business 41 19.1
A student 14 6.5
Total 215 100.0
It is shown in table 4.4 that 48.8% of the respondents are working in public sectors and/or retired from them. It is followed by those who work in private sectors and/or retired from them with the percentage of 20%. Next, it is shown that 19.1% of the respondents have private business and 6.5% of them are students. The lowest percentage is for those who are jobless.
4.2 Response Rate
During the above-mentioned time span, 217 surveys were conducted. Two respondents to these questionnaires were observed to be filled with lining as the respondents had chosen one answer for all. So, a total of 215 valid questionnaires representing 99.07% of the study's intended sample were accepted.
4.3 Reliability
This test type gets Cronbach's alpha with the use of SPSS. The instrument's reliability test result was found to be over 0.80, which is acceptable (Gubbiotti et al, 2022).
Table 4.5 The Cronbach for the items of the study constructs
Constructs Cronbach Alpha
Tangibles .826
Responsiveness .846
Reliability .871
Empathy .889
Assurance .863
Ease of Use .876
Quality of Information .885
Customers Satisfaction .899
The Cronbach Alpha results for the study constructs are shown in Table 4.5. It can be observed from the Cronbach alpha values that the minimum value was more than 80. In this regard, according to Hair et al. (2014), if the reliability (Cronbach's alpha) values fall between 0.60 and 0.70, they are acceptable, and if they fall between 0.70 and 0.90, they are satisfactory. The following constructs' Cronbach's alpha values are reported in the current investigation as follows: tangibles .826, responsiveness .846, Reliability .871, Empathy .889, Assurance, .863, Ease of Use, .876, Quality of Information, .885, and Customers Satisfaction, .899. This kind of result shows that the questionnaire is reliable suggesting high levels of reliability.
4.4 Normality
One of the fundamental presumptions in data analysis is normality (Baltagi, 2008). When testing for normality, two significant numerical indicatorsskewness and kurtosiscan be utilized to determine how closely the variable data fits the normal curve data. Kurtosis, which may be calculated from the raw data, is the peak of the data distribution, whether it is flat or sharp. The values of this indicator shouldn't be more than an absolute range of (-3 to +3) in numbers. By examining the values of these two markers, a data distribution that generally and closely mirrored the normal distribution was discovered.
Table 4.6 Normality Test of Study Variables
Skewness Kurtosis
Statistic Std. Error Statistic Std. Error
Tangibles
1- Do you find the website of the Agricultural Credit Corporation visually attractive? -.811 .166 .754 .330
2- All the features and requirements that the user needs are on the site and can be accessed from the main pages -1.086 .166 1.431 .330
3- All physical facilities, devices and equipment for electronic services are available -.863 .166 1.232 .330
4- The user interface of the Agricultural Credit Corporation website has a well-organized appearance -.923 .166 1.250 .330
Responsiveness
5- The customer assistance provided by the staff is efficient and effective. -1.218 .166 1.786 .330
6- The Agricultural Credit Corporation website allows me to access information and services when I need them at any time -1.148 .166 1.301 .330
7- The Agricultural Credit Corporation provides a fast electronic service -1.085 .166 1.543 .330
8- We will communicate with you regarding inquiries or observations related to electronic services quickly -.854 .166 .737 .330
Reliability
9- The institutions website achieves a good level of trust regarding electronic services.-1.192 .166 1.866 .330
10- The institution provides electronic services that save time -1.206 .166 1.747 .330
11- An account statement, clearance or other services are obtained electronically upon request -.843 .166 .542 .330
12- I can obtain the required service electronically from the first time -.909 .166 .957 .330
Empathy
13- The customer service representative for electronic services at the Agricultural Credit Corporation is understanding and friendly. -.982 .166 1.242 .330
14- Customers are assisted by the staff responsible for the Agricultural Credit Corporation website -.886 .166 .824 .330
15- The homepage easily leads me to the information I need -1.113 .166 1.593 .330
16- Those in charge of the Agricultural Credit Corporation website understand the specific and special needs of users -.974 .166 1.048 .330
Assurance
17- Electronic services in the Agricultural Credit Corporation are generally reliable and secure. -1.083 .166 1.258 .330
18- The website asks for mobile verification whenever you log in -.654 .166 .086 .330
19- The Agricultural Credit Corporation website provides confidentiality and security for my private information when using electronic services -1.138 .166 1.598 .330
20- I feel confident and reassured when dealing with the electronic services of the Agricultural Credit Corporation -.996 .166 1.166 .330
Ease of Use
21- It is easy for the user to navigate between the pages of the site. -1.120 .166 1.255 .330
22- It is easy to learn how to use the electronic services of the Agricultural Credit Corporation -1.128 .166 1.517 .330
23- I can download all the important information from the site in a timely manner -1.100 .166 1.400 .330
24- I can have the option to share information on the site -1.076 .166 1.170 .330
Quality of Information
25- The Agricultural Credit Corporation website information is constantly updated. -.998 .166 .747 .330
26- The Agricultural Credit Corporation website is useful as there is a wide range of information and services available on the website -.929 .166 .816 .330
27- The information available through the Agricultural Credit Corporation website is considered accurate -1.090 .166 1.465 .330
28- The website of the Agricultural Credit Corporation provides simplified and easy-to-understand information -1.091 .166 1.571 .330
Customers Satisfaction
29- In general, my interaction with the electronic services of the Agricultural Credit Corporation is very satisfactory. -1.066 .166 1.089 .330
30- Do you recommend the website of the Agricultural Credit Corporation? -1.291 .166 1.798 .330
31- Do you recommend using the electronic services of the Agricultural Credit Corporation? -1.208 .166 1.726 .330
32- I will use the electronic services of the institution on a regular basis. -1.147 .166 1.319 .330
Valid N (listwise) It is shown in table 4.6 that data is distributed normally. More specifically, all scores are between (+3 and-3) the greatest value of skewness indicator was (-1.291-) which was registered by the following item (30- Do you recommend the website of the Agricultural Credit Corporation?) reflecting normal data distribution according to this indicator (skewness), in regard to (kurtosis), it is also shown that the greatest value was (1.866) for this item (9- The institutions website achieves a good level of trust regarding electronic services). It is clearly seen that the present value reflects normal data distribution. Accordingly, such indicators together reflect that there is a normal distribution of the study variables.
4.5 Descriptive Analysis
Descriptive analysis reveals the essential data information, including variable means, standard deviations, and rank that are based on the interval-scale of variables. A statistical statistic known as the mean provides a comprehensive overview of the participants' responses. However, the standard deviation provides a general picture of how responses deviate from their means. The rank-level provides a means-based assessment of the responses.
To correct the study measures for rank, the researcher will use a five-stage Likert scale, where each item is assigned a score out of a possible five (strongly agree, agree, neutral, disagree, strongly disagree), and is represented numerically (5, 4, 3, 2,1). For the sake of examining the findings as demonstrated by applying the following equation, the following scale was chosen:
3705860205105==
00==
The upper limit of alternatives - the limit the minimum for alternatives 5-1
The number of levels 3
The values of the mean of the individuals responses were calculated according to the following equation: The response range is 5 -1/3 = 4/3=1.33, so the values are as follows:
The mean value from (1 to less than 2.33), the response is of a low degree.
The mean value (2.34 to less than 3.67) is of moderate degree.
The mean value from (3.68 to less than 5) the response is high.
Table 4.7 Descriptive analysis of main study factors
Descriptive Statistics
N Mean Std. Deviation Rank
Tangibles 215 3.77 .731 High
Responsiveness 215 3.81 .797 High
Reliability 215 3.83 .820 High
Empathy215 3.81 .819 High
Assurance215 3.79 .812 High
Ease of Use 215 3.82 .842 High
Quality of Information 215 3.82 .846 High
Customers Satisfaction 215 3.88 .871 High
Valid N (listwise) 215 Table 4.7 that the highest mean is 3.88 and standard deviation of .871 which is for customers satisfaction. It is followed by reliability factor with the mean of 3.83 and standard deviation of .820. Next, it is followed by the mean of 3.82 for the following two variables ease of use with the standard deviation of .842 and quality of information with the standard deviation of .846. the variables empathy and responsiveness had the same mean of 3.81 and the standard deviation of .819 for empathy and .797 for responsiveness. The mean of assurance is 3.79 with the standard deviation of .812 and lastly is for the tangible as a variable with the mean of 3.77 and the standard deviation of .731. All these factors ranked to be high. They are high as it is agreed by respondents that these factors are highly important and they can cause the construction waste.
4.5.1 Descriptive Statistics of the Items of Tangibles
Table 4.8 means, standard deviations for the items of Tangibles arranged in a descending order
Descriptive Statistics N Mean Std. Deviation Rank
4- The user interface of the Agricultural Credit Corporation website has a well-organized appearance 215 3.87 .866 High
2- All the features and requirements that the user needs are on the site and can be accessed from the main pages 215 3.76 .924 High
1- Do you find the website of the Agricultural Credit Corporation visually attractive? 215 3.74 .945 High
3- All physical facilities, devices and equipment for electronic services are available 215 3.71 .870 High
Valid N (listwise) 215 Table 4.8 presents the mean and standard deviation values for the variable of tangibles. This table shows that the highest mean is for the following item the user interface of the Agricultural Credit Corporation website has a well-organized appearance with the mean of 3.87 and the standard deviation of 0.866 ranked to be high. The lowest mean, on the contrary, is for the following item All physical facilities, devices and equipment for electronic services are available scoring 3.71 and standard deviation is 0.870 ranked to be high.
4.5.2 Descriptive Statistics of the Items of Responsiveness
Table 4.9 means, standard deviations for the items of responsiveness as a factor arranged in a descending order
Descriptive Statistics
N Mean Std. Deviation Rank
5- The customer assistance provided by the staff is efficient and effective. 215 3.86 .947 High
6- The Agricultural Credit Corporation website allows me to access information and services when I need them at any time 215 3.85 .998 High
7- The Agricultural Credit Corporation provides a fast electronic service 215 3.85 .917 High
8- We will communicate with you regarding inquiries or observations related to electronic services quickly 215 3.70 .989 High
Valid N (listwise) 215 Table 4.9 illustrates the mean and standard deviation values for the variable of responsiveness. The highest mean is for the following item The customer assistance provided by the staff is efficient and effective with the mean of 3.86 and the standard deviation of 0.947. Accordingly, the rank is high. On the contrary, the lowest mean is for the following item We will communicate with you regarding inquiries or observations related to electronic services quickly scoring 3.70 and standard deviation is 0.989 being high.
4.5.3 Descriptive Statistics of the Items of Reliability
Table 4.10 means, standard deviations for the items of reliability arranged in a descending order
Descriptive Statistics
N Mean Std. Deviation Rank
10- The institution provides electronic services that save time 215 3.94 .950 High
12- I can obtain the required service electronically from the first time 215 3.85 .935 High
9- The institutions website achieves a good level of trust regarding electronic services. 215 3.85 .932 High
11- An account statement, clearance or other services are obtained electronically upon request 215 3.69 1.037 High
Valid N (listwise) 215 It is shown in table 4.10 that the mean and standard deviation of reliability arranged from the highest to the lowest. Accordingly, the highest mean is for the following item The institution provides electronic services that save time with the mean of 3.94 and the standard deviation of 0.950 being high. As for the lowest mean, it is for the following item An account statement, clearance or other services are obtained electronically upon request scoring 3.69 and standard deviation is 1.037 being high.
4.5.4 Descriptive Statistics of the Items of Empathy
Table 4.11 means, standard deviations for the items of empathy arranged in a descending order
Descriptive Statistics N Mean Std. Deviation Rank
13- The customer service representative for electronic services at the Agricultural Credit Corporation is understanding and friendly. 215 3.85 .932 High
16- Those in charge of the Agricultural Credit Corporation website understand the specific and special needs of users 215 3.83 .967 High
14- Customers are assisted by the staff responsible for the Agricultural Credit Corporation website 215 3.78 .954 High
15- The homepage easily leads me to the information I need 215 3.77 .928 High
Valid N (listwise) 215 It is displayed in table 4.11 that the mean and standard deviation of empathy which are arranged from the highest to the lowest. Accordingly, the highest mean is for the following item The customer service representative for electronic services at the Agricultural Credit Corporation is understanding and friendly with the mean of 3.85 and the standard deviation of 0.932. On the contrary, the lowest mean is for the following item The homepage easily leads me to the information I need scoring 3.77 and standard deviation is 0.928.
4.5.5 Descriptive Statistics of the Items of Assurance
Table 4.12 means, standard deviations for the items of assurance arranged in a descending order
Descriptive Statistics
N Mean Std. Deviation Rank
19- The Agricultural Credit Corporation website provides confidentiality and security for my private information when using electronic services 215 3.87 .941 17- Electronic services in the Agricultural Credit Corporation are generally reliable and secure. 215 3.82 .957 20- I feel confident and reassured when dealing with the electronic services of the Agricultural Credit Corporation 215 3.77 .972 18- The website asks for mobile verification whenever you log in 215 3.68 .987 Valid N (listwise) 215 It is shown in table 4.12 that the mean and standard deviation of assurance which are arranged from the highest to the lowest. Accordingly, the highest mean is for the following item The Agricultural Credit Corporation website provides confidentiality and security for my private information when using electronic services with the mean of 3.87 and the standard deviation of 0.941. On the contrary, the lowest mean is for the following item The website asks for mobile verification whenever you log in scoring 3.68 and standard deviation is 0.987.
4.5.6 Descriptive Statistics of the Items of Ease of Use
Table 4.13 means, standard deviations for the items of ease of use arranged in a descending order
Descriptive Statistics
N Mean Std. Deviation Rank
22- It is easy to learn how to use the electronic services of the Agricultural Credit Corporation 215 3.89 .965 High
23- I can download all the important information from the site in a timely manner 215 3.84 .978 High
21- It is easy for the user to navigate between the pages of the site. 215 3.80 .987 High
24- I can have the option to share information on the site 215 3.75 1.015 High
Valid N (listwise) 215 Table 4.13 presents the highest to the lowest means of the ease of use variable. Accordingly, the highest mean is for the following item It is easy to learn how to use the electronic services of the Agricultural Credit Corporation with the mean of 3.89 and the standard deviation of 0.965 being high. As for the lowest mean, it is for the following item I can have the option to share information on the site scoring 3.75 and standard deviation is 1.015 being high.
4.5.7 Descriptive Statistics of the Items of Quality of Information
Table 4.14 means, standard deviations for the items of quality of information arranged in a descending order
Descriptive Statistics
N Mean Std. Deviation Rank
28- The website of the Agricultural Credit Corporation provides simplified and easy-to-understand information 215 3.87 .936 High
27- The information available through the Agricultural Credit Corporation website is considered accurate 215 3.86 .958 High
26- The Agricultural Credit Corporation website is useful as there is a wide range of information and services available on the website 215 3.81 .968 High
25- The Agricultural Credit Corporation website information is constantly updated. 215 3.75 1.056 High
Valid N (listwise) 215 Table 4.14 presents the highest to the lowest means of the quality of information variable. Accordingly, the highest mean is for the following item The website of the Agricultural Credit Corporation provides simplified and easy-to-understand information with the mean of 3.87 and the standard deviation of 0.936 being high. As for the lowest mean, it is for the following item The Agricultural Credit Corporation website information is constantly updated scoring 3.75 and standard deviation is 1.056 being high.
4.5.8 Descriptive Statistics of the Items of Customers Satisfaction
Table 4.15 means, standard deviations for the items of customers satisfaction arranged in a descending order
Descriptive Statistics
N Mean Std. Deviation Rank
31- Do you recommend using the electronic services of the Agricultural Credit Corporation? 215 4.00 .959 High
30- Do you recommend the website of the Agricultural Credit Corporation? 215 3.88 1.000 High
32- I will use the electronic services of the institution on a regular basis. 215 3.87 1.012 High
29- In general, my interaction with the electronic services of the Agricultural Credit Corporation is very satisfactory. 215 3.77 1.004 High
Valid N (listwise) 215 It is presented by table 4.15 presents the highest to the lowest means of the quality of information variable. Accordingly, the highest mean is for the following item Do you recommend using the electronic services of the Agricultural Credit Corporation with the mean of 4.00 and the standard deviation of 0.959 being high. As for the lowest mean, it is for the following item In general, my interaction with the electronic services of the Agricultural Credit Corporation is very satisfactory scoring 3.77 and standard deviation is 1.004 being high.
4.6 Inferential Analysis
The inferential analysis is referred to test the presumed objectives of the study exploiting the statistical evidence-driven with inferential statistics in order to support draw conclusions about the impact of e-service quality on the customers satisfaction in agricultural credit corporation. The inferential analysis determines precisely the effective relationship between factors.
4.6.1 The impact of e-service quality dimensions on customers satisfaction
The following tables presents the result of simple linear regression to examine the impact of e-service quality on customers satisfaction in order to examine the relationship.
Table 4.16 the result of simple regression analysis of the impact of tangibles on customers satisfaction (N=215)
CoefficientsaModel Unstandardized Coefficients Standardized Coefficients t R2 f Sig.
B Std. Error Beta 1 (Constant) -.245- .151 -1.622- .784 771.394 .000
E-Service Quality 1.081 .039 .885 27.774 .000
a. Dependent Variable: Customers Satisfaction
It is displayed that the table 4.16 shows a statistically significant effect at the significance level ( 0.05) for E-Service Quality as the main independent variable on the customers satisfaction. More precisely, the table shows that P.value is 0.000 being less than 0.05 and this shows the significant relationship between e-service quality and customers satisfaction which indicates that there is a significance relationship at the significant point 0.000 between E-Service Quality and the customers satisfaction. The f.value is 771.394 and R2 is .789 showing that it can predict 78.9% of the entire effect between variables.
Table 4.17 the result of multiple regression analysis of the impact of e-service dimensions on customers satisfaction (N=215)
CoefficientsaModel Unstandardized Coefficients Standardized Coefficients t R2 F Sig.
B Std. Error Beta 1 (Constant) .032 .177 .179 .737 82.838 .858
Tangibles .066 .066 .055 .995 .321
Responsiveness .092 .069 .085 1.346 .180
Reliability .070 .072 .066 .983 .327
Empathy .065 .082 .061 .790 .430
Assurance .118 .076 .110 1.557 .121
Ease of Use .217 .079 .210 2.731 .007
Quality of Information .380 .077 .369 4.942 .000
a. Dependent Variable: Customers Satisfaction
Table 4.17 displays that there is insignificant effect at the significance level ( 0.05) for all of tangibles, responsiveness, reliability, empathy, and assurance on the customers satisfaction. On contrary, it is found that there is a statistically significant relationship between ease of use and quality of information on customer satisfaction as the P. value for ease of use is 0.007 which is seen to be below 0.05 as well as the P. value of quality of information 0.000. The f.value is 82.838 and R2 is .737 showing that it can predict 73.7% of the entire effect between variables.
Table 4.18 Pearson Correlation between study variables
Correlations
Customers satisfaction Tangibles Responsiveness Reliability Empathy Assurance Ease of Use Quality of Information
Customers satisfaction Pearson Correlation 1 .642 .663 .733 .753 .751 .789 .820
Sig. (2-tailed) .000 .000 .000 .000 .000 .000 .000
N 215 215 215 215 215 215 215 215
Tangibles Pearson Correlation .642 1 .715 .665 .676 .621 .626 .654
Sig. (2-tailed) .000 .000 .000 .000 .000 .000 .000
N 215 215 215 215 215 215 215 215
Responsiveness Pearson Correlation .663 .715 1 .690 .764 .679 .593 .670
Sig. (2-tailed) .000 .000 .000 .000 .000 .000 .000
N 215 215 215 215 215 215 215 215
Reliability Pearson Correlation .733 .665 .690 1 .797 .761 .749 .765
Sig. (2-tailed) .000 .000 .000 .000 .000 .000 .000
N 215 215 215 215 215 215 215 215
Empathy Pearson Correlation .753 .676 .764 .797 1 .800 .763 .782
Sig. (2-tailed) .000 .000 .000 .000 .000 .000 .000
N 215 215 215 215 215 215 215 215
Assurance Pearson Correlation .751 .621 .679 .761 .800 1 .804 .761
Sig. (2-tailed) .000 .000 .000 .000 .000 .000 .000
N 215 215 215 215 215 215 215 215
Ease of Use Pearson Correlation .789 .626 .593 .749 .763 .804 1 .839
Sig. (2-tailed) .000 .000 .000 .000 .000 .000 .000
N 215 215 215 215 215 215 215 215
Quality of Information Pearson Correlation .820 .654 .670 .765 .782 .761 .839 1
Sig. (2-tailed) .000 .000 .000 .000 .000 .000 .000 N 215 215 215 215 215 215 215 215
This table indicates to the Correlation Pearson, it shows the directions of the correlation between Tangibles, Responsiveness, Reliability, Empathy, Assurance, Ease of Use, and Quality of Information towards Customers Satisfaction. More specifically, there is a positive significant correlation between study variables. Tangibles has the P.value of 0.000 and correlation of .642**; it is also shown that responsiveness as a variable has a significant value of 0.000 and correlation of .663**, and as for reliability, it has a significant correlation with the 0.000 for p.value and .773**. Empathy has the p.value of 0.000 and the correlation of .735**. Next, table 4.19 shows that assurance and ease of use have the p.value of 0.000, specifically, assurance has a correlation of .751 and ease of use has a correlation of .789. Lastly, it shows quality of information has the p.value of 0.000 and a correlation of .820**.
4.7 Discussion
According to the results of the regression analyses, there is a significant and positive correlation between the overall level of customer satisfaction and each of its constituent parts and the e-service quality dimensions (Tangibles, Responsiveness, Reliability, Empathy, Assurance, Ease of Use, and Quality of Information). The empirical results show that the e-service quality aspects are critical in determining how satisfied are the customers. The results support the e-service quality literature review, which contends that a well-designed, dependable, secure, highly responsive would be able to provide high quality e-services that have a positive impact on the overall customers' satisfaction and its component parts. According to the results of the regression studies, e-services quality dimensions are the e-service quality factors that has the greatest impact on both the overall level of customer satisfaction and each of its component parts independently based on (f) values and significance (p.value). According to the literature on the quality of e-services and the findings of our study, clients would be more satisfied with the e-service if it was responsive.
As a result of the development of information technology, e-service quality has arisen as one of the most current and significant research fields in Agricultural Credit Corporation. It has been asserted and discovered by numerous studies of e-service quality that it significantly and favorably affects customer satisfaction across various organizations/companies sectors. A number of inferences can be drawn from the research objectives, model, statistical analyses, and findings. First, since it has a positive and considerable impact on both the total customer satisfaction and each of its constituent parts separately, e-service quality is one of the strategic features of Agricultural Credit Corporation.
Title: The impact of E-Service Quality on the Customers Satisfaction In Agricultural Credit CorporationChapter One
1.1 Introduction
Technological innovations and their application in e-government are considered to be the key factors driving public sector re-engineering since 1990s. The e-government is based on the application of Information and Communications Technology (ICT) for the enhancement of innovation in extensive services to government. It can likewise be portrayed as the abstract correlation that clients make between the quality assumptions for a help and what they get. The enhancement in discipline of information and communication technology can improve the maximum number of people in public or private sectors that can benefit from extensive service range by means of web and internet (Hyland et al., 2021, Masupa, 2017).
E-government is a multidisciplinary transformation initiative, activated by utilising ICT as enablers to develop and promote high-quality, integrated, and impacting public services for its people (Arief et al., 2021). To provide better service to their citizen, governments and the public sector in general are looking for efficient and effective ways to meet the new challenges arising from the rapid advancement in the society. e-government offers an opportunity to meet some of these new challenges successfully. The e-government aims to enhance the deployment of ICT for the enhancement of entire categories of entire stakeholder groups.
E-service quality is very crucial to build a good relationships in society. Quality of e-government services can also be evaluated by user satisfaction and the intention of future use. Hence, the aim of the e-government system in making more obvious the transparency and accountability of the government is still far from expectation. The implementation is still on the level of adaptation of the new technology and simplification of organizational structures (Aritonang, 2017).
E-government applications are likely to be most useful in public service delivery as they take less training for users and trustworthy (Chohan & Hu, 2022; Intan, et al. 2020). Despite this fact, it should be noted that technology could also cause complications in service delivery (Intan, et al.2020). Therefore, it is important to understand the barriers of e-government applications place on public service delivery. By understanding the role of technology, a broader insight into outside influences on effective service delivery can be gained as well as how technology addresses challenges such as the organizational ability, communication, and accountability in service delivery.
1.2 Research Problem
Indeed, the literature has acknowledged the proliferation of new technologies, particularly the on-going establishment of websites and various systems in different institutions with the intention of improving public service delivery. Despite the fact that research of e government has focused mainly on developed and industrialised nations. These administrations are turning out to be progressively significant with ceaselessly evolved application in different spaces (government, training, business and wellbeing) as these administrations give advantages to every interested individual from specialist organizations, administration clients and the general public (Rajaobelina et al., 2022; Al-rawahna et al., 2018) .Evidence from the literature has shown limited researches relating to e-government development in Jordan. For Jordan and other emerging countries to benefit from the potentials of e-government, more research needs to be done in digital government and the related field of e-government that focus this satisfaction with the services provided by e goverment (Al-rawahna et al., 2018).
The Agricultural Credit Corporation is now working to integrate e-government software at all administrative levels. and, like other institutions, it is likely that the institution will face some difficulties in the process of shifting from the traditional system to e government. to take initiative and initialisation the internal environment to provide e-services and interact more technically with the external environment whether the Ministry of Digital Economy and Entrepreneurship, central bank, competitors, key partners, service recipients and meeting their needs and involving them in the design and development of e-services.
1.3 hypotheses
H1: There is a significant relationship between E-service quality with the following dimensions (Tangibles, Responsiveness, Empathy, reliability, assurance, Ease to Use and Information Quality on customers satisfaction.
H1.1: There is a significant relationship between tangibles and customers satisfaction.
H1.2: There is a significant relationship between Responsiveness and customers satisfaction.
H1.3: There is a significant relationship between Empathy and customers satisfaction.
H1.4: There is a significant relationship between reliability and customers satisfaction.
H1.5: There is a significant relationship between assurance and customers satisfaction.
H1.6: There is a significant relationship between Ease to Use and customers satisfaction.
H1.7: There is a significant relationship between Information Quality and customers satisfaction.
.
1.4 Research Aim and Objectives The aim of this research is to investigate the impact of E-service quality on the customers satisfaction in Agricultural Credit Corporation. To achieve this aim, three objectives are set.
To identify the level of customers satisfaction about the quality of e-transactions in the Agricultural Credit Corporation.
To identify the impact of e- service quality dimensions on customers satisfaction in the Agricultural Credit Corporation.
To reveal the most influential dimensions of e-service quality on customers satisfaction in the Agricultural Credit Corporation.
1.5 The importance of the Study
The importance of the study can be highlighted from two aspects, as follows :
Theoretical significance:
Service Quality evaluation is a highly complex process that may operate at several levels of abstraction that makes conceptualization and measurement of service quality a real difficult task. With increasing competition, service quality has become a popular area of academic investigations and is recognized as key factor in keeping competitive advantage and sustaining satisfying relationship with customers.
2- This research contributes to bridging the gap in both literature and practice of e-government in Jordan by extending existing e-government frameworks available in Jordan through this research of both technical and non-technical factors towards improving electronic government development and use in Jordan. The research outcomes may be useful as to developing e-government system in Jordan in planning and implementing the e-Government initiatives.
Practical importance :
The need for an accurate and clear definition of the concept of e- service quality and the requirements for developing e- service quality in Jordanian society
The results of this study expected to identify the mechanisms that work to develop e- service quality.
The results and recommendations of this study are expected to benefit senior management and stakeholders at the Agricultural credit Corporation for excellence in developing the mechanisms for applying e-government in its operations and improving the quality of its outputs.
Research Questions:
The research is guided by the following research questions in the context of in Agricultural Credit Corporation:
Q1: Are customers satisfied with the quality of e-transactions?
Q2: Is there any relationship between the e-service quality dimensions and the customers satisfaction?
Q3: What are the most influential dimensions of e-service quality on the customers satisfaction?
1.6 Research Model
The model of the study will be adopted as shown below in the descriptive approach, the variables related to the research problem and the relationship between the variables, which is represented in the application of e- government in the Agricultural Credit Corporation:
( E- service quality)
I.V D.V
2974975173355Customers
satisfaction
00Customers
satisfaction
342900118110Tangibles
00Tangibles
171450016764000
342900103505Responsiveness
00Responsiveness
171450015367000
34290088900Empathy
00Empathy
17145002476500
34290074930reliability
00reliability
171450071120001714500101600017145009207500171450012446000
34290060325Assurance
00Assurance
34290013335Ease To Use
00Ease To Use
342900176530Information Quality
00Information Quality
The most commonly used Service Quality (SQ) scale has been the SERVQUAL scale by Parasuraman et al. (1985) identified ten dimensions that formed the basis of customer evaluation of service quality. They are reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding/knowing the customer and tangibles. However, Parasuraman et al. (1988) conducted empirical studies in several industry sectors to develop and refine service quality dimensions and quantify customers' global (as opposed to transaction-specific) assessment of a company's service quality. Based on scale enhancement, the initial ten dimensions were condensed to five dimensions of tangibles, reliability, responsiveness, assurance and empathy, usually referred to as SERVQUAL.
E-service quality dimensions were suggested by Chen et al., (2017) and they are based on five dimensions of e-service quality: website design, customer service, privacy, and fulfilment. Website design is about various parameters that judge the effectiveness of it on the grounds like: the quality of information uploaded on it so that customers can be benefitted out of it. The aesthetics of the website need to be visually satisfactory and appealing. The purchase processes through which credit will be availed from it need to be easy to apply. Chen et al., (2017) strongly believes that customer service is dependent on grievance resolution, service level and policies while dealing through electronic mode. Zainul (2019) in his study about e-banking and e-satisfaction proved first order placed by customers and the service quality are the deciding factors about the repurchase behaviour of customer or the reference shared by him for potential business. Saha and Mukherjee (2022) arrived at the conclusion that there is a relationship between customer satisfaction and in e-banking and the five dimensions of E- SERVQUAL scale: need some modifications so that the instrument used to provide credit facilities through online channel can be validated. For instance, Ighomereho et al., (2022) studied to understand how to evaluate e-service quality and concluded by proposition of seven dimensions of e-service quality, (website appearance, ease of use, reliability, security, personalisation, fulfilment and responsiveness). The essential objective of the aspects is to offer supervisors and specialists experiences into the elements of administration quality that can further develop administration contributions.
Model VeriablesE- service Dimensions:
Tangible: refers to physical facilities (aesthetics), virtual tour, functional appeal and the appearance of employees (Anoop, K. G. (2021).
Reliability: refers to the ability to execute the promised service in an accurate and reliable way. (Papadomichelaki and Mentzas, 2009, Li and Shang, (2020).)
Responsiveness: It refers to the efficient and effective handling of concerns and response via Internet mode (Retno, Budi & Agustina, 2019).
Assurance: is the process of acquired knowledge being showcased by staffs in executing their term of preferences during service delivery can be highly assuring to customers. (Naidoo 2014, Kaura, et al., 2012)
Empathy: Provision of caring and individualized attention to customers provided by call centres or web administrators. (Bahadur et al. 2018, KANG 2020)
Easy To Use: means that the site navigation is easy (Masupa, 2017). It also refers to the ability of a customer to find information or enact a transaction with the least amount of effort. It has been found to be one of the main determinants of e-service quality (Narteh, 2015).
Information Quality: The information described in the Website pertaining to a service or product must be accurate, precise, updated and appropriate, so that users can nd the information that effectively corresponds to the reality of what they intend to purchase S et al 2016) . Information quality includes the degree to which comprehensive, correct, organized, clear, current and timely data is provided on the server for users including all stakeholders and customers so that they have access to the information of their interest. It should be updated periodically to remove obsolete information. (Retno, Budi & Agustina, 2019)
1.7 Limitations of the Research
Temporal Boundaries: During the academic year (2021-2022)
Spatial Boundaries: This study only includes the operating branches of the Agricultural Credit Corporation, the general administration in Amman, the governorates and the brigades and the number of 25 administrative units.
Research methods: Another limitation is the use of the quantitative methodology, and particularly questionnaire survey method of data collection, which tends to limit the researchers ability to further interpret and explain the findings of the research.
1.8 Thesis Plan
-427355520700CHAPTER 1: INTRODUCTION OF THE TOPIC, RATIONALE OF THE STUDY, RESEARCH AIM, QUESTIONS AND OBJECTIVES
CHAPTER 5: CONCLUSIONS AND SUITABLE RECOMMMENDATIONS
CHAPTER 4: DATA FINDINGS AND INTERPRETATIONS
CHAPTER 2: DEVELOPMENT OF SUITABLE LITERATURE REVIEW
CHAPTER 3: DEVELOPMENT OF PROPER RESEARCH METHODOLOGY
00CHAPTER 1: INTRODUCTION OF THE TOPIC, RATIONALE OF THE STUDY, RESEARCH AIM, QUESTIONS AND OBJECTIVES
CHAPTER 5: CONCLUSIONS AND SUITABLE RECOMMMENDATIONS
CHAPTER 4: DATA FINDINGS AND INTERPRETATIONS
CHAPTER 2: DEVELOPMENT OF SUITABLE LITERATURE REVIEW
CHAPTER 3: DEVELOPMENT OF PROPER RESEARCH METHODOLOGY
References:
Anoop, K. G. (2021).Service Quality and Post Service Behaviour of Customers of Kerala Gramin Bank(Doctoral dissertation, St. Thomas College (Autonomous)).
Chen, Y. C., Shen, Y. C., Lee, C. T. Y., & Yu, F. K. (2017). Measuring quality variations in e-service.Journal of Service Theory and Practice.
Hu, N., Chen, X., & Zhang, N. (2021). Influence of service quality of agricultural products e-commerce platform on customer loyalty-the mediating role of customer engagement.International Journal of Smart Business and Technology,9(1), 13-28.
Intan, D. R., Setiawan, B., & Shinta, A. (2020). Measuring E-Service Quality In Agriculture Company.Habitat,31(2), 48-54.
Masupa, M. E. (2017).Internet banking adoption decisions and e-service quality of rural customers(Doctoral dissertation, Bloemfontein: Central University of Technology, Free State).
Narteh, B. (2015). Perceived service quality and satisfaction of self-service technology: The case of Automated Teller Machines. International Journal of Quality & Reliability Management, 32(4), 361-380.
Rajaobelina, L., Brun, I., Kilani, N., & Ricard, L. (2022). Examining emotions linked to live chat services: The role of e-service quality and impact on word of mouth.Journal of Financial Services Marketing,27(3), 232-249.
Retno, I. D., Budi, S., & Agustina, S. (2019). Analysis of the relationship between e-service quality, customer satisfaction, and consumer behavioral intentions: a case study of online-based agribusiness companies in Malang city.Russian Journal of Agricultural and Socio-Economic Sciences,85(1), 113-120.
Saha, M., & Mukherjee, D. (2022). The role of e-service quality and mediating effects of customer inspiration and satisfaction in building customer loyalty.Journal of Strategic Marketing, 1-17.
Zainul, A. (2019). The Influence of E-service Quality toward E-satisfaction, E-trust, E-word of Mouth and Online Repurchase Intention: A Study on the Consumers of the Three-star Hotels in Lampung.Russian Journal of Agricultural and Socio-Economic Sciences,93(9), 27-38.
Ighomereho, S. O., Ojo, A. A., Omoyele, S. O., & Olabode, S. O. (2022). From Service Quality to E-Service Quality: Measurement, Dimensions and Model.arXiv preprint arXiv:2205.00055.
Hyland-Wood, B., Gardner, J., Leask, J. et al. Toward effective government communication strategies in the era of COVID-19. Humanit Soc Sci Commun 8, 30 (2021).
Aritonang, D. M. (2017). The Impact of E-Government System on Public Service Quality in Indonesia. European Scientific Journal, ESJ, 13(35), 99.
Sohail Raza Chohan & Guangwei Hu, 2022. "Strengthening digital inclusion through e-government: cohesive ICT training programs to intensify digital competency," Information Technology for Development, Taylor & Francis Journals, vol. 28(1), pages 16-38, January.
Alrawahna, Ammar & Chen, Shih-Chih & Hung, Chung-Wen. (2019). The Barriers of E-Government Success: An Empirical Study from Jordan. SSRN Electronic Journal. 10.2139/ssrn.3498847.
Bahadur, Waseem & Aziz, Saira & Zulfiqar, Salman. (2018). Effect of employee empathy on customer satisfaction and loyalty during employeecustomer interactions: The mediating role of customer affective commitment and perceived service quality. Cogent Business & Management. 5. 1-21..Filipe S, lvaro Rocha, Manuel Prez Cota (2016). From the quality of traditional services to the quality of local e-Government online services: A literature review, Government Information Quarterly, Volume 33, Issue 1, 2016, Pages 149-160, ISSN 0740-624X,
Arief, A., Ayub Wahab, I.H., & Muhammad, M. (2021). Barriers and Challenges of e-Government Services: A Systematic Literature Review and Meta-Analyses.IOP Conference Series: Materials Science and Engineering, 1125.
Chapter 2: Literature review1. Introduction
This chapter reviews and analyses the contemporary literature on e-government. It outlines how the e-government research has evolved the different focus and concerns over years. It then reviews the main e service quality dimensions of the use of e-government services from customers perspectives. It also reviews other essential concepts and insights in e government research that can help provide an understanding and framework on how the customers expectations may form, to provide the basis of building research questions.
2. Service quality of e- government services
The service sector can be considered as an integral part of our lives. The involvement of the government sector in the application of the e government services has led to the improvement in the services offered by them. The expectations and the needs of the customers are taken into consideration by the government. The dimensions of the service quality are a measurement or feature that helps in the understanding of the satisfaction level of the customers. The main features of service quality can help in the determination of the impact of service quality on the experience of the customers. According to the research conducted by Ighomereho, the main goal of the dimensions is to understand the insights (Ighomereho et al., 2022). This can be used to determine the service offerings. Their is two perspectives should be identified in order to understand the services provided and the quality of the services that include e service quality and traditional service quality. The traditional service quality can be defined as the quality that are provided by the government sector in a non-technological way and takes into account the interactions with the customers and the experience with the firms (Al-rawahna et al., 2019).
The increase in the e government services is due to the increased use of internet and the application of the same in the business dimensions. Due to this development, the e services have gained popularity. The use and the management of the w service quality in the agricultural sector have also been seen especially in Indonesia. According to the data given by the Ministry of Communication and Information, the number of people who have been using the internet services has increased. In the initial stages, the focus on the web presence and the low prices was given. After the shifting of the focus on the quality of the services offered, the service problems that are faced by the customers were given importance. This has resulted in the taking up of different strategies that focused on the quality of the services (Intan et al., 2020). The change of the focus from e commerce to e services has encouraged the repetition of the purchases and has helped in the formation of the loyalty of the customers. The deliverance of the services accordingly by meeting the needs and demands of the customers has encouraged them to avail the services. The responsibility of the executive side of the government comes into focus when the implementation of the e government services is taken up.
The most common barriers that can be found in the implementation of ICT include lack of good IT infrastructure, lack of security, issues with operational quality and the compatibility issues. Along with that the aspect of the organization like lack of support from the management and the aspect of the people like cultural society can also be taken up in the problems that are present in the challenges faced by the services quality of the e government. The main reason behind the implementation of the ICT in the services of the government is to integrate and streamline the processes and the workflow effectively so that the management of the data and the sharing of information can be done smoothly. The characterization of the traditional form of the government that is dominated by the paper-based processes can be replaced by the integration of information technology and internet-based information that can ease the working of the government officials as well as increase the level of the satisfaction of the customers (Ramaswamy & Gopinathan, 2018). The legislative and the constructive laws and factors also form an important factor in the determination of the good service quality provided to the customers. Introduction of the live chat services enabling the customers and the government employees have a direct conversation can help in the addressing of the concerns and quick solution making. The opportunity and the services of the employees towards the customers will help them overcome the traditional methods of working and will also help the employees to solve the problem in real time.
The level of client satisfaction is reflected in the e-government service quality. To explain the factors that influence how customers perceive the quality of the services they receive, some service quality attributes have been proposed. Offering insights that can help the service offerings is the main objective of the service quality. Since 2000 the use of e - services has risen. The full range of a customer's interactions with websites is covered by the e-service quality (Rajaobelina et al., 2021).
With the aid of technology, the government offers its citizens e-services. Services have various qualities that separate them apart from physical items, creating the dimension for evaluating service excellence in this situation challenging for service providers. A procedure that cannot be retained in inventory because it is intangible and heterogeneous is what is known as a service. Furthermore, no ownership is changed. Additionally, the process of production, distribution, and consumption all occur simultaneously, and most importantly, consumers are active in the production process (Rajaobelina et al., 2021). There has been a paradigm shift away from service quality with the global expansion of online services. This strategic change needs to be sustained, so it's important to gauge and assess the e-service quality. One of the crucial success elements for the services has been identified as the quality of the e-services. The measuring of e-channel service quality has grown to be a major problem for corporate enterprises.
The increase in effectiveness of the quality ensures a good relation with the users of the services. The authors are of the opinion that the e government is responsible for the provision of new opportunity that will impact the government effectiveness and efficiency (Al-Nidawi et al., 2018). The service quality of the e-government services can be seen with the ease of use that has enabled many customers to take up the process. It has increased the efficiency of the services by the integration of technological advancements that has increased the easier way of data collection. This has enabled the government to understand the needs and demands of the customers.
Increasing the reliability of the users by providing fast and quick services can be seen with the integration of technology in the government sector. The findings show that common service centers can provide good quality e government services (Uthaman & Ramankutty, 2019). Creation of value has been possible with the provision of good quality service provided by the government. This value can be gained from the satisfaction of the customers. The assessment of the value of the e government services the quality of the services have been improved. Integrating, organizing and optimizing are some of the services that are provided by the e government. This is done by the combination of working of the different departments of the government. The findings suggest the creation of a conceptual framework that helps in the understanding of the quality of services by the government (Omar et al., 2011).
The focus of government innovation in government services has gradually shifted to the e-government service as a new connection connecting the government and the public. It has been discovered that consumers' perceptions of offline service quality have a significant impact on how positively they view online service quality, and that perception of online service quality has a considerable impact on how satisfied the general public is with e-government services. The major finding is that offline service quality has a more significant impact on users rather than e-government service (Fan & Yang, 2015). However, it has also been observed that, as opposed to e-government services, the perception of offline services has some impact on public satisfaction.
The services of the e-government or e-governance are considered essential for the dissemination of the economic benefits that is brought about the growth of the countrys economy. The digitalization of the government will help in increased services and digitalization for the society as a whole. The changing and integrating of the services of the customer with the help of technology should be done in order to increase the centricity of the customers. This will lead to the achievement of a safer, sustainable, and efficient society as a whole. The shedding of the old methods and the inclusion of the new technological methods can help in the faster, smarter and proactive government to keep up with the age of digitalization (Fan & Yang, 2015). As modern problems require modern solutions, the e governance will help in the increased customer satisfaction as well as the tackling of the new threats and problems can be done by the government agencies in an efficient manner. The ease in the conduction of the business and increasing the economic growth of the country can be seen with the help of the e- governance. The completion of the grievances and the maintenance of the government procedures should be easier with the help of the technological addition within the government sector.
The e-government service has simplified information interchange, integration, and transaction. e-government has been shown to make every aspect of business transparent. The e-government service has also expanded citizen participation. The chain of loyalty is upheld by the service. This study explores the relationship between website service quality and the use of citizens (Li & Shang, 2020). The purpose of using an e-government service is to result in the service's value, satisfaction, and quality. The findings demonstrated that the primary determinants that affect a person's propensity to use e-government services are service quality dimensions, safety, efficiency, and reliability. The main purpose of e-government is to make all facets of society aware of the numerous advantages of the economic growth brought on by digitalization. The delivery of government services, information dissemination, and efficient communication are all included in the e-government service. The results have shown quality dimensions, security, and efficiency were the keys that influence the customers to use e-government services (Sharma, 2015). The e- government essentially refers to the use of information and communication technologies to enhance the effectiveness and efficiency of service delivery in the public sector.
3. Customer satisfaction of using e- government
As the governments have taken up the technological advancement in the services provided to the users, the interest and the trust of the customers upon the functioning of the government has been achieved by keeping every user of the services in a loop about the happenings within the government as well as increased protection of the customer data has shown that the belief of the customers upon government operations and functions has increased. Trust in the government functions has resulted in the creation of loyalty of the customers on the e services provided. The creation of customer satisfaction is dependent on the factors like service quality, government trust and trust of the people in services of the government (Alkraiji & Ameen, 2021). The technology acceptance model has been used to understand the impact on the e government services on the satisfaction of the customers. With the help of the model, the designing and demonstration of the usefulness of the systems that has been adopted can be seen. Maximizing customer demands has been possible with the advent of e services.
Customers stratification is important. Similarly, in the provision of good quality services by the e government, the inclusion of the satisfaction of the customers is taken into consideration. According to the study done by Intan et al., 2021 the usage of the (Partial Least Square) PLS analysis tool has been able to understand the models that are complex. Sampling small sizes were not required when taking up this method to evaluate the service quality in the agricultural company. By the use of the tool, the identification of the problems as malfunctioning of the services and the failure of the provider in the provision of the services has been considered the factors that impact the satisfaction of the customers. The failure of the process can also be seen as the inconvenience in the agricultural sector. The failure in the e service may negatively impact the business process that will give the customers dissatisfaction (Intan et al., 2021). However, it has been seen that the customers have not shown any signs of dissatisfaction when the services get delayed or cancelled (Hu et al., 2021). The creation of the Structural Equation Model for Kerala Gramin Bank, by Anoop (2021) has resulted in the understanding of the tangibility, reliability, responsiveness, assurance, and the empathy of the people while availing e government services. Interpretation of the structure has resulted in an understanding of the service quality that has shown positive trust on the customers according to the services provided.
The employee empathy on the loyalty of the customers can be understood with the help of different variables. Different types of customer and employee interactions in different settings in hotels and restaurants show that the use of empathy, inclusion and politeness has resulted in the better pleasing of the customers (Narteh 2015). It can be seen that empathy is an important factor in the provision of good quality customer services that can increase the factors of business. Understanding of the employees about the needs and the perspective of the consumers have resulted in better quality services that will increase the customer loyalty to the brand (Ramaswamy & Gopinathan, 2018). Mapping of the assessment of the services to the customers and increase in the loyalty of the customers have been taken up in the research. The presence of empathy can help in the creation of good customer services and increasing the brand image and loyalty has been the main focus. According to the research conducted by Saha & Mukherjee 2022) It can be seen that the primary outcome of the e-service quality ( e-SQ) impact the customer inspiration (CI). It also acts as a mediator in customer satisfaction. It has shown that the customer is loyal to the services provided by the company or the business organization, will be encouraged to reuse the sight and also provide recommendations to the other people. This will make sure that there is loyalty to the brand (Saha & Mukherjee, 2022).
Chohan & Hu study has also talked about the experience of the consumers that also help the consumers to reach the satisfaction that they want regarding the e-government service. The technological advancement of this service also improves the satisfaction of the customers. That gives the customers also the security services that help them to reach their goal (Chohan & Hu, 2020). The most popular service today is the ATM service. Customer satisfaction is also attained in the retail banking and ATM service sectors' relationships with clients. The convenience, responsiveness, and ease of use service quality of the ATM fulfill the needs of the customers. Apart from privacy and the security these services always meet the satisfactions of the customers. The ATM service provides the knowledge about the banking usage in the countries that help the customers to reach their satisfaction (Rajaobelina et al., 2021). This study has also talked about how the bank managers improve the customer satisfactions using e-services.
Rajaobelina, et al (2021) the researcher of the study, claims that consumers or users can submit issues and complaints online as well as ask inquiries and receive responses from information representatives via live chat services. Customers can communicate with one another using live chat services, particularly through instant messaging (Rajaobelina et al., 2021). These services forego more conventional techniques like e-forms and emails in favor of instantaneous real-time responses to questions and concerns. The live chat service is also a cost-effective customer service tool that provides the immediate response to the customers and increases social interactions and also provide immediate responses to the customers. According to the study, the motions are frequently triggered by situations, things, or people, such as service encounters or interactions with service employees. The investigation has shown that the experienced by banking customers the service impact the customers positively also, that also fulfill the satisfaction of the customers (Arief et al., 2021). The investigation demonstrates that both positive and negatively e-government service impact on the customers. The positive impacts reach the satisfaction of the customers.
Due to the remarkable changes the service sector has seen over the past few decadeschanges that have encouraged consumerism by causing customers to become more active and demanding the concept of loyalty has grown even more crucial in marketing research. The quality of the online services must also be kept up to keep the customers happy, according to the study. For customers, e-service offers a range of opportunities. E government is defined as the use of communication technology by the government to interact with citizens, the public sector, and the commercial sector in order to deliver services effectively and efficiently and to engage in interactive contact with all parties (Anoop , 2021). The utilization of e-services helps the nation develop and meet its needs. There are other obstacles to using e-services in public sectors.
The theory of planned behavior also shows the behavior of the customers in the acceptance of the services. It has been found that several factors like innovativeness, usefulness and behavior is important for consideration of the services of the government (Danila & Abdullah, 2014). The diffusion of technology in the e services has resulted in the meeting needs of the customers. The different forms of government services like digital government, electronic government and e-gov are the most common terms used by the users. This shows that the customers are familiar with the terms as they have been using the services for a long time. Results showed that behavior, ease of use and other factors are important for customer satisfaction (Weerakkody et al., 2014). The easier way of using the government services, trust, good service quality and the perception of usefulness are the factors impacting customer satisfaction.
In determining the efficiency of e-services provided to beneficiaries, the quality of e-government services is taken as a starting point. Government agencies that offer e-services to their clients profit from information technology and communications tools. e-government services have created new opportunities for both consumers and businesses. The finding of this research is that e-government service quality is high in UAE and the websites provide quality information to the beneficiaries (Al-Hawary & Al-Menhaly, 2016). The truth is that e-government applications are a very strong and effective approach for providing customer services and also rapidly and easily satisfying the requirements of the customer. By boosting productivity and accelerating government agency transactions, it impresses the public.
Chan et al., (2020) study looked at the connection between e-government service user happiness and service design. Most governments around the world provide their citizens with e-government services that both supplement and replace traditional services. Despite ongoing efforts to modernize public service delivery, creating efficient e-government services that meet citizens' wants and requirements still presents considerable hurdles. Customers can access high-quality service designs through e-government. The results of this study demonstrate that each intended characteristic has influenced how customers perceive various services (Chan et al., 2020). The government's ability to achieve more general social and political objectives including public trust, social inclusion, community well-being, and sustainability is dependent on citizens' service experiences.
4. Service quality and customer satisfaction in public sector in Jordan
In Jordan, the government adopted a strategy to achieve the goals of the e-government program called the e-transformation strategy. The strategy divides its objectives into national objectives, e-government strategic objectives and identifies the strategic initiatives for e-transformation. The strategy makes use of transforming the traditional service delivery to more beneficiaries including all stakeholders such as citizens, residents, visitors, businesses, government entities and government employees, in more efficient and effective ways of delivering services
Al-Omari et al. (2014) studied the factors that affect adoption of the citizens use of e-government in Jordan. They found that trust in government, website design, beliefs, complexity and perceived usefulness were significant factors affecting Jordanian citizens intention to use e-government. Elsheikh and Azzehs (2014) study sample is composed of students, academics and administrators in Jordanian universities. The study finds that more involvement of citizens in the decision- making process is an important factor for helping e-government services delivery in Jordan.
According to the research written by Al-rawahna, has discussed how Jordan's citizens are impacted by the hurdles to e-government services. To define the technologically linked barriers, the primary obstacles to the achievement of e-government are first displayed (Al-rawahna et al., 2019), which investigated the ground for the development of the Information System IS success model-based research paradigm. Al-rawahna et al., (2019) study has objectively determined the obstacles to the success of e-government from the viewpoint of IT managers and IT specialists. The IT division or organizations gauge and contrast users' expectations with how they view their offerings. The availability of online services, the suitability of the telecommunications infrastructure, and the capacity of human resources to support their availability are the three key factors that enable the public to benefit from them. The hardware telecommunication system, the electricity power grid, and the computer network were the ICT infrastructure impediments to the implementation of e-Gov in Jordan. When a system is required or mandatory for users to carry out their jobs, it is especially helpful to monitor user happiness with it in order to understand IS success. The primary cause of citizens' hurdles to using e-government services is a lack of strong motivation on the part of the users or citizens. According to Al-rawahna et al., (2019) the use of e-government services in north Jordan does not reach 36%. With the rapid advancement of technology and the becoming increasingly challenging of Jordanian daily life, the success of e-Gov becomes more urgently important. It is up to the government of this nation to keep its word and benefit from the electronic change (Al-rawahna et al., 2019).
So far, and as appears in our daily scene, traditional transactions still exist and witnessed, especially in the developing countries, in many forms such papers, stamps, seals, and mobilizing between departments. This phenomenon indicates that imposing e-services requires more intensive efforts.
Thus, the ICT government services also promote the awareness about the e-government services that help the customer or people to understand the risk factors of e-government services, and also enhance the knowledge of the customers of Jordan about the service.
The banks in Jordan allow special and personal attention to the customers and are responsive to their needs which have increased the customer satisfaction. It can also be seen that the compliance factor of the public sectors in Jordan has increased the service quality as well as the practice of operations. Assurance forms an important part in customer satisfaction. With the integration of technology in the public sector in Jordan, indictors like product knowledge of the employees and the financial counseling provided by the public banks can be seen to increase the service quality and thus, has been able to maintain customer trust. Social CRM has a relevant impact on the quality and the trust of electronic services provided by the government (Al-Ma'aitah, 2019).
According to the findings, user satisfaction is a crucial component for e-government usage to continue, and customer satisfaction also affects how successful e-government is. The way people and governments used to operate in Jordan have undergone a profound transformation thanks to digital technology. The Alawneh et al., (2013 has found that the e-Government has a practical good impact on Jordan people (e-government is a strategy used by governments to provide Jordanians with the most cutting-edge ICT services, notably web-based internet applications. According to the study's findings, using e-government services has a considerable beneficial impact on customer satisfaction in Jordan. The outcome of this research shows that website innovativeness and interactivity have a positive and significant impact on customer satisfaction (Mohammad Salameh et al., 2018). Many Jordanian government agencies keep websites where they provide information to their constituents and other users.
5. Research gap The research gap in this study is the excess consideration of customer satisfaction on the e services provided by the governments rather than focusing on the quality and types of services provided by the government. The methods of data collection show that the reliance on articles published will not help in the acquirement of excessive and correct data. The gap in the research shows that the consideration of the types and the quality of the services provided by the government and the use of different models to understand the implications. The research is different from previous studies in the sense that it focuses on the public services and the use of e services to meet the needs of the customers. Most of the studies have used literature reviews and qualitative studies. This has resulted in a gap in the results as the qualitative methods are only based on observations. The quantitative methodology should be taken up for future research. The generalized data from the article that is published online cannot be seen as valid source for the estimation of the usefulness of the e-government services and does not help in proving the satisfaction of the customers. The use of the technology by the government to monitor and control the lives of the people should be also taken up as the use of technology will allow the government to have all the information and the data. The efficient solving of the grievances of the people should be taken up as this is the most important function that is played by the government. This study differed from previous studies in terms of the type of target institution, as the current study targeted one of the institutions of the public government sector, namely the Agricultural Lending Corporation in Jordan. The current study also sought to measure the impact of the quality of electronic service on the satisfaction of customers in the Agricultural Lending Corporation in Jordan based on (independent variables and a proposed and developed study model).
Article Objectives Methods Findings
Chen, Y. C., Shen, Y. C., Lee, C. T. Y., & Yu, F. K. (2017). Measuring quality variations in e-service.Journal of Service Theory and Practice.
The purpose of this paper is to develop and validate a multidimensional hierarchical scale for measuring e-service quality variation. Design/methodology/approach/ information, system and fulfillment) and nine subdimensions (information accuracy, information quantity, information. Timeliness ,information usefulness, system reliability, system security, merchandise quality, merchandise delivery timeliness and merchandise security). qualitative and quantitative methods identify sources of quality variability and design efficacious strategies to reduce such variability in order to improve the overall e-service quality. Originality/value
Intan, D. R., Setiawan, B., & Shinta, A. (2020). ). Measuring E-service quality in Agriculture Company This study aimed to measure and evaluate the e-service quality of a agriculture company in Malang Data collection was carried out using an online survey, the recovery dimension(The way in which service failures are dealt with)was the most influential dimension on consumer evaluation of e-service quality.
Ighomereho, S. O., Ojo, A. A., Omoyele, S. O., & Olabode, S. O. (2022, April 29). From service quality to E-service quality: Measurement, dimensions and model. to determine the relevant e-service quality dimensions for e-channels. The study employed a cross- sectional research design and quantitative research approach. e-channel users in Lagos State, Nigeria revealed that the relevant e-service quality dimensions influencing overall e-service quality are reliability, security, fulfilment, ease of use and responsiveness -
Chohan, S. R., & Hu, G. (2020). Strengthening Digital Inclusion through e-government: Cohesive ICT training programs to intensify digital competency to examine the impact of ICT training programs on the success of e-government services to improve digital competency along with decreasing the digital divide concerning developing societies A quasi-experimental research approach was implemented for testing the control group The results of e-government training revealed a significant increase in the trainees self-efficacy regarding the use of e-government applications. This study proved that e-government ICT training programs directed at citizens can create a positive impact in conjunction with increasing digital literacy
Narteh, B. (2015). Perceived service quality and satisfaction of self-service technology. International Journal of Quality & Reliability Management The purpose of this paper is to propose and study the dimensions of the quality of automated teller (ATM) service and its relationship to customer satisfaction in the retail banking sector evidence-based questionnaire was used to collect data from 530 ATM customers at 15 banks in Ghana. The study found that convenience, reliability, ease of use, privacy, security, responsiveness and fulfillment are the main dimensions of ATM service quality. Apart from security and privacy, these dimensions are highly correlated with customer satisfaction
Ning Hu.2021
Influence of service quality of agricultural products e-commerce platform on customer loyalty-the mediating role of customer engagement..
the influence of electronic service quality and customer loyalty 433 questionnaires gained from random interviews and online fill out The test shows that the electronic service quality (process quality, outcome quality, recovery quality) has a prominent positive effect on customer engagement and so does the engagement to loyalty
Aritonang, D. M. (2017). The Impact of E-Government System on Public Service Quality in Indonesia
Investigate problems of the implementation of e government in Indonesia This research uses empirical and qualitative method analysis the e-government system and financial support, maintenance of the technology, work culture are important to achieving better public service
Masupa, M. E. (2017).Internet banking adoption decisions and e-service quality of rural customers to explore internet banking characteristics and factors influencing internet banking adoption and its relationship with the e-service quality, with specific reference to banking customers residing in rural areas of South Africa quantitative method, questionnaires were distributed to banking customers residing in a rural area of South Africa. The final sample consisted of 390 banking customers relative advantage and complexity had low scores. The results also showed that various factors influencing internet banking adoption, such as convenience, prior knowledge and usage, security, perceived risk and information, had low scores. The following dimensions of e-service quality received low scores,
Zainul, A. (2019). The Influence of E-service Quality toward E-satisfaction, E-trust, E-word of Mouth and Online Repurchase Intention This study aims to examine and explain the effect of electronic service quality on electronic satisfaction, electronic trust, e-word of mouth and online repurchase intention The survey method was used in this study and for the study sample there were 142 respondents The new finding of this study are significant effect between e-wom on the online repurchase intention, which was not previously found related to online purchases , Assaf Arief et al 2021,Barriers and Challenges of e-Government
Services: A Systematic Literature Review and Meta-Analyses
This study discusses the barriers and challenges to be implementing e-Government. The method used is a systematic review and qualitative analysis of using content analysis in empirical and theoretical studies. The results show the 34 main Barriers dan Challenges of eGovernment services both in theory and implementation to get the right strategies and recommendation to improve public services
Saha, M., & Mukherjee, D. (2022). The role of e-service quality and mediating effects of customer inspiration and satisfaction in building customer loyalty.Journal of Strategic Marketing
The study aims to assess the impact of e-service quality (e-SQ) on customer inspiration (CI) and customer satisfaction (CS), and the impact of CI on customer loyalty (CL) to online food ordering and delivery platforms (OFD) in an emerging market based on self-regulatory processes. quantitative method The results reveal that CI is the initial result of e-SQ and as a mediator significantly affects the CL. CI affects the CL with the CS intermediary.
Al-rawahna, A. S., Chen, S.-C., & Hung, C.-W. (2019). The barriers of E-government success: An empirical study from Jordan This paper discussed the E-government success barriers and how could these barriers affect in users' dissatisfaction as measure of E-government. Success, Information quality, system quality, service quality and IT infrastructures readiness, The research model has been empirically tested using 93 IT managers and IT specialists of Jordanian government agencies. PLS structural equation modeling (SEM That lack of IT infrastructures readiness is the strongest factor to affect in E-government performance negatively and the most important factor to provoke users dissatisfaction.
ReferencesAl-rawahna, A. S., Chen, S.-C., & Hung, C.-W. (2019). The barriers of E-government success: An empirical study from Jordan. SSRN Electronic Journal, 25. https://doi.org/10.2139/ssrn.3498847
Al-Hawary, S. I. S., & Al-Menhaly, S. M. (2016). The Quality of E-Government Services and Its Role on Achieving Beneficiaries Satisfaction , 16(11), 25.
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Anoop , K. G. (2021). Service Quality and Post Service Behaviour of Customers of Kerala Gramin Bank., 1(2), 25.
Arief, A., Ayub Wahab, I. H., & Muhammad, M. (2021). Barriers and challenges of e-government services: A systematic literature review and meta-analyses. IOP Conference Series: Materials Science and Engineering, 1125(1), 012027. https://doi.org/10.1088/1757-899x/1125/1/012027
Bahadur, W., Aziz, S., & Zulfiqar, S. (2018). Effect of employee empathy on customer satisfaction and loyalty during employeecustomer interactions: The mediating role of customer affective commitment and perceived service quality. Cogent Business & Management, 5(1), 1491780. https://doi.org/10.1080/23311975.2018.1491780
Chohan, S. R., & Hu, G. (2020). Strengthening Digital Inclusion through e-government: Cohesive ICT training programs to intensify digital competency. Information Technology for Development, 28(1), 1638. https://doi.org/10.1080/02681102.2020.1841713
Chan, F. K., Thong, J. Y., Brown, S. A., & Venkatesh, V. (2020). Service design and citizen satisfaction with egovernment services: A multidimensional perspective. Public Administration Review, 81(5), 874894. https://doi.org/10.1111/puar.13308
Danila, R. and Abdullah, A. (2014) User's satisfaction on E-government services: An integrated model, Procedia - Social and Behavioral Sciences, 164(23), pp. 575582. Available at: https://doi.org/10.1016/j.sbspro.2014.11.148.
Fan, J., & Yang, W. (2015). Study on e-government services quality: The integration of online and offline services. Journal of Industrial Engineering and Management, 8(3). https://doi.org/10.3926/jiem.1405
Elsheikh, Y., Azzeh, M. (2014), What facilitates the delivery of citizen- centric e-government services in developing countries: Model development and validation through structural equation modeling. International Journal of Computer Science and Information Technology, 6(1), 77-98.
Hu, N., Chen*, X., & Zhang, N. (2021). Influence of service quality of agricultural products e-commerce platform on customer loyalty - the mediating role of customer engagement. International Journal of Smart Business and Technology, 9(1), 1328. https://doi.org/10.21742/ijsbt.2021.9.1.02
Ighomereho, S. O., Ojo, A. A., Omoyele, S. O., & Olabode, S. O. (2022, April 29). From service quality to E-service quality: Measurement, dimensions and model. arXiv.org. Retrieved November 7, 2022, from https://arxiv.org/abs/2205.00055
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Masupa, M. E. (n.d.). Internet banking adoption decisions and E-service quality of rural customers. Google Books. Retrieved November 7, 2022, from https://books.google.com/books/about/Internet_Banking_Adoption_Decisions_and.html?id=X7b4xAEACAAJ
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Rajaobelina, L., Brun, I., Kilani, N., & Ricard, L. (2021). Examining emotions linked to live chat services: The role of E-service quality and impact on word of mouth. Journal of Financial Services Marketing, 27(3), 232249. https://doi.org/10.1057/s41264-021-00119-8
Ramaswamy, V., & Gopinathan, V. (2018). Customers Perception On Primary Agricultural Credit Co-Operative Societies Service Quality, 3(1), 5565.
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Li, Y., & Shang, H. (2020). Service quality, perceived value, and citizens continuous-use intention regarding e-government: Empirical evidence from China. Information & Management, 57(3), 103197. https://doi.org/10.1016/j.im.2019.103197
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Aritonang, D. M. (2017). The Impact of E-Government System on Public Service Quality in Indonesia,
Chapter 3 Research Methodology
3.1 Introduction
In this chapter the selected research methodology will be presented. First, it will start with introducing the research approach, the research strategy then it will continue with details about sample selection and data collection methods. Finally, the questionnaire development, validity and reliability will be discussed
3.2 Research Approach
As it is well known (Hair et al, 2008), there are two approaches which can be adopted: qualitative or quantitative. The selected approach for this research is the quantitative one. The main reason for selecting this approach is that we need to measure the effects of quality of e-government services on customers said the. The research design that has been used in the research is quantitative research. It can be used in finding patterns, making predictions, testing relationships that are casual as well as generalization of results for a wider population. The quantitative method that has been used for the research is the descriptive research (Apuke, 2017). The seeking of the summary that is overall regarding the variables of the study. the quantitative method, the facts that is required for the testing and the checking for understanding the impact of e government services. Based on the ability and the design of the research, the replication of the results and test of the study can be understood. This has made the reliability on the data and the interpretation that has been gathered. Moreover, the analysis of the data is straightforward. In the quantitative research, the results that are gained enable to understand the statistical tests that are appropriate for the particular research (Aspers & Corte, 2019). Less error and subjectivity can be seen in the research method. Similarly, in the research for service quality of the e government, it can be seen that the method of questionnaire with close ended questions have helped in the analysis of the numerical data.
According to Tracy, (2019), Quantitative research is useful for testing objective theories by examination of association among different variables. In turn, these variables can be measured with the help of instruments where numbered data can be examined with the help of different statistical procedures. It is also based on the assumption of deductively testing theories and capable for generalization and replication of findings.
Wallace and Sheldon (2015) asserted that quantitative research in generally provided a conclusive answer for research questions. When information is gathered and examined with respect to reputable and standardized methodology then trustworthy results are obtained. Using computer modeling, portfolio evaluation and the opinion of the people who avail the services of the e government have been possible. The sampling of a larger size has been possible in this research. Therefore, the creation of generalized conclusion can be gained (Borgstede & Scholz, 2021. The collection of the data has been quick and easier and the processing of the real life scenario can be seen in the research. As the survey method has been taken up the impact of the e government service and the quality of services on the customer satisfaction provided by the government to the agricultural credit corporation has been understood. Finding the correlation among e service quality and type by the government has been deduced from the data collected (Ebert et al., 2018). By entering the bias that is personal, the data spectrum can be used to achieve a specified result. Collection of information with the help of the randomized process can be seen and the statistical application of the data can be used for the research.
3.2 Research strategy
According to Yin (2014), there are many ways to conduct research, as governed by the relationship between research questions and research strategy. This research is using the questionnaire as is anonymous and helps to avoid interviewer bias to be used, however, the researcher does not have any control over the conditions under which the questionnaire is completed (Neuman, 2005).
3.3 Data Collection Method
For the purpose of gathering quantitative data, the survey approach was employed in this study. Through their answers to questions, a sample of people who participated in the survey determined the data that was gathered. Survey questionnaires usually ask people about their opinion, what they believe, and characteristics (Tharenou et al . 2007). Furthermore, surveys can lead us to reliable and valid data as well as being easy to measure and do in a short period of time for large number of individuals (Kraska & Neuman, 2011).
According to (Walliman, 2015), questionnaire comprises of well-structured tool for collection of primary information during survey. It is based on series of verbal question where each respondent can give the answers. Written questionnaires are recognized as the backbone of effective surveys. Questionnaires survey is considered as the excellent channel and medium for collection of responses from specific cases. It is considered as the cost-effective method and provide uniformity where each respondent can receive the identical questions based on standardized and close ended questions that can provide help for interpretation from greater number of respondents.
The survey findings will be the basis for quantitative data. By posing numerous survey questions to a group of respondents, this survey research is a quantitative way for gathering data. Because they are affordable, adaptable, and enable the collection of data from a relatively large sample size, surveys are excellent tools for quantitative research (Apkarian, 2022). Utilizing a closed-ended question, numerical data has been gathered for the study on the influence of e-governance in agricultural credit corporations. Here, multiple choice questions have been employed to acquire numerical data. For the participants, answering the multiple-choice questions is easy and quick. This gives the participants a variety of possible answers, making it easier for them to respond. The multiple choice questions' answers are simple to analyze as well (Apuke, 2017). These multiple-choice questions reduce the range of possible answers and make them clear and understandable. The use of multiple choice questions in this study's coverage of the extensive content related to the impact of e-governance on the agricultural credit corporation. A good and easy way to assess learning is with multiple choice questions. Multiple-choice tests made evaluation quick and easy, and participants received feedback right away.
Additionally, the skillfully crafted multiple-choice questions have aided in the research by going beyond the simple testing of rote facts to gauge higher cognitive abilities. Multiple-choice tests are a tried-and-true, accurate way to gauge student knowledge. The questions and answers on good multiple-choice exams are written in clear, concise sentences. Instead of making the test-taker try to understand what the question is asking, the question should focus them on the material. This implies that the best questions test the respondents on a particular idea or piece of information. The research has been aided in finding the key answer by the closed-ended questions of multiple-choice tests (Ball, 2019). These inquiries have facilitated easy access to participant responses for the research. It is simple to assess the various responses given by the various participants when employing the closed-ended question.
Closed-ended questions lend themselves to simple statistical analysis and coding of the responses. Close ended questions are questions that demand a specific set of predetermined answers from the respondent, such as "yes/no" or a predetermined list of multiple choice options. In a typical situation, respondents are surveyed using closed-ended questions in order to get quantitative data. Although there are many different types of closed-ended inquiries, all of them require the respondent to choose from clear possibilities. The answers to closed-ended questions are extremely distinct, and one can use them by giving each response a value. This makes it simple to compare the responses of various respondents, which in turn makes it possible to statistically analyze survey results (Noyes et al., 2019).
3.4 Sample of the study-population
The sample of the study includes the group of the people who will be involved in the research, objects and the items that can be taken from a larger group of people for measurement. The sample that has been taken for the research should be the representative of the participant customers. This will ensure the generalization of the finding from the sample that can be tallied with the whole population. Creation of sampling is considered effective and can be seen as less time and money consuming to conduct a research on the whole study (Ebert et al., 2018). The study included 400 customers associated with the agricultural credit corporation have been selected. The demographic range of the participants was from all age groups. The idea and the facility of using e services by the people have been understood. Within that group IT specialist and IT managers from the agricultural corporations were also included who were able to provide a good insight on the services and the types of services provided to the customers. Understanding the success of Information Security has been taken up. The participants were also from the area where the technological advancement has not reached yet (Mahmoodi & Nojedeh, 2016). The hurdles that the citizens have to face have helped in the determination of the importance and the usage of the e government services by the people in Jordan.
In this study probability sampling can be used. In this process, the derivation of the sample is done that is based on the population of an area. The theory of probability has been used in this research. The people that are associated with the agricultural sector and the employees of the government have been taken up in this research. This methodology has been useful for the participation of the participants in the study in an equal manner (Noyes et al., 2019). Choosing of the participants on the random selection has given the clear perception and expectation that the people have on the services provided by the government. The collection of data from the people who are associated with the agricultural credit corporations and the employees of the same corporation have resulted in gaining an idea about the preferences of the customers for using the online and the e services. The improvement and the facilities that are gained by the customers by using the service can also be assumed. No hints of bias are seen with the help of random sampling. This is because the individuals that are collected for the research make the subset of the larger population and the selection of the group is random; the probability of being chosen is same (Paradis et al., 2016). The creation of balance can be seen in the research. Representation of the larger group is possible with the help of the study conducted on the smaller group. Simplicity can be seen in this method. Complication is much less in this study, as is much simpler than the stratified sampling. No division of the group is required and the study can be conducted on the people from the chosen group.
5.5 Data Analysis
Concerning data analysis, some descriptive statistics will be used to explain the empirical data. Common statistical measures such as mean and standard deviation will be presented, then for clarifying the influence of different constructors on adoption we will use factor analysis.
5.6 Reliability and validity
In this research the basic types of validity that have been used are face validity and construct validity. Face validity indicates that the items being presented on the survey are clear and understandable to the subjects (Cavana et al. 2001). Face validity is usually tested by giving the survey to a sample of respondents, to gauge their reaction to the items to simply address whether or not a test looks valid on its surface (Jackson 2011). As a result, the survey instrument was pre-tested with an academic who is considered as an expert in the information systems (IS) and e-government fields. Also, a group of postgraduate research students in the field of information systems were used to pre-test the instrument.
Reliability of measurement refers to whether an instrument can be interpreted consistently across different situations (Field 2009). In this research, each constructs items will be cleaned up by analyzing them and evaluating their reliability tests. Cronbachs alpha will be used to estimate the internal consistency of each group of items for every construct. In this research, the reliability function of SPSS20 will be used to calculate Cronbachs alpha.
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