Mobile government (M-Government) is an evolving delivery channel for governments to provide timely information and services ubiquitously to residents, businesses and other government departments through mobile devices. Developing countries have a higher mobile penetration rate than the fixed-line Internet rates, which opens doors of opportunities for these countries to bridge the digital gap and gain a better reach through M-Government. Jordan has realised the potential of M-Government and launched the E-Government Mobile Portal on the 18th of April, 2011. This thesis uses a mixed-method approach comprising surveys, interviews, meta-analysis and focus groups. The findings show that the critical success factors for M-government from the users’ perspective are the following: user acceptance, security, privacy, trust, cost, mobile device limitations, usability, availability of services, broadband and content. The findings also show that there are ’high effect’ success factors in addition to the critical ones which are the following : mobile payment system, accessibility, awareness, education, reliability, legal issues and mobile penetration. Additionally, this thesis also proposes a success framework for M-Government that provides practical strategies to tackle each success factor. Furthermore, it recommends an M-Government user-centric road map with implementation stages aiming to assist the Jordanian Government and other governments in tackling each success factor in order to ensure a successful implementation of M-Government.

<p>&nbsp / </p> <p>The Internet is now facilitating the provision of an increasing number of services. Thus, technology has become a more integrated part of people‟s daily routine. Some of these technologies include electronic communication, online banking, and shopping as well as electronic learning - to name but a few. However, for various reasons, such as limited formal education (which is a key promoter of reading and writing skills), access and skills, not everyone has an equal opportunity to benefit from the use of these technologies. The unequal distribution of opportunities of such nature is often broadly referred to as the <i><font size="3" face="Arial,Arial"><font size="3" face="Arial,Arial">digital divide</font></font><font size="3">. That is the gap between those who have access to Information and Communication Technology (ICT) and those who do not. One noted challenge that influences the use of ICT consists of socio-economic conditions, which together elicit high levels of poverty. An identified strategy for uplifting these areas was (and still is) entrepreneurship, notably small businesses. These small businesses however, generally have very short and mostly unsuccessful lives. As a result the government at all levels (national, provincial and local) has endeavoured to provide support to these businesses. Some of this support is provided through mediums, such as the Internet (here named &quot / electronic support&quot / ) to assist these small businesses. This support, which comes from government, is however, not being fully utilised by the intended beneficiaries. Thus, the small businesses are not benefiting from the support provided. Consequently, many are still experiencing a short and unsuccessful existence. This research thus analyses the small businesses in areas of the greater Cape Town, which are characterised by high levels of poverty and unemployment. <font size="3">Previous studies in these areas have reported the lack of ICT related skills, also known as electronic skills (e-skills), as one of the reasons for the low uptake of electronic support (e-support). This e-support is provided by various levels of government through selected agencies (service providers). In essence, this study is aimed at investigating the influence of e-skills in the access and use of the provided e-support by owners of small businesses. Considering that the lack of adequate e-skills has been identified as influencing the use of e-support, the study also aims to identify the e-skills needed to fully utilise the provided e-support. The approach to this investigation included a review of pertinent literature and devising a conceptual model. This model was then tested in the empirical setting of this study. This setting included: (i) Providers of e-support (various specialised government agencies) and (ii) the intended beneficiaries of this e-support, i.e. small businesses in the previously disadvantaged areas (PDAs) of the greater Cape Town. Through the use of case study methodology and face to face interviews, it was found that many small business owners were not able to appropriately use the provided e-support. This was due to their lack of e-skills, which resulted in their inability to use ICT. Additionally, some were unaware of the existence of the e-support or the service providers. During the review of pertinent literature done as part of the study, an e-skills framework was designed. The framework identified the e-skills considered necessary in order for small business owners to effectively utilise the provided e-support and other technologies. The e-skills framework suggested by this study could be used as a tool to assist: (i) The providers of e-support to understand the usage of their services and enable (ii) a more informed understanding of the need for appropriate e-skills among small business owners, in relation to their use of the provided e-support. Additionally, (iii) small business owners should be in a better position to recognise the benefits of using technology, especially the Internet. <font size="3">The contribution of this study is seen as twofold. Firstly, it should assist the providers and users of e-support. This is done by addressing the practical side of the provision and usage of these services. Secondly, the study contributes an informative e-skills framework related to the effective use of e-support. This study also furthers academic knowledge in the area of the investigation, and suggests further directions for research. Considering, the limited small business sample (only participants from three PDAs), the generalisation of this study is limited. This limitation does not however, influence the validity of this research, or the credibility of the findings. </font></font></font></i></p>

<p>&nbsp / </p> <p>The Internet is now facilitating the provision of an increasing number of services. Thus, technology has become a more integrated part of people‟s daily routine. Some of these technologies include electronic communication, online banking, and shopping as well as electronic learning - to name but a few. However, for various reasons, such as limited formal education (which is a key promoter of reading and writing skills), access and skills, not everyone has an equal opportunity to benefit from the use of these technologies. The unequal distribution of opportunities of such nature is often broadly referred to as the <i><font size="3" face="Arial,Arial"><font size="3" face="Arial,Arial">digital divide</font></font><font size="3">. That is the gap between those who have access to Information and Communication Technology (ICT) and those who do not. One noted challenge that influences the use of ICT consists of socio-economic conditions, which together elicit high levels of poverty. An identified strategy for uplifting these areas was (and still is) entrepreneurship, notably small businesses. These small businesses however, generally have very short and mostly unsuccessful lives. As a result the government at all levels (national, provincial and local) has endeavoured to provide support to these businesses. Some of this support is provided through mediums, such as the Internet (here named &quot / electronic support&quot / ) to assist these small businesses. This support, which comes from government, is however, not being fully utilised by the intended beneficiaries. Thus, the small businesses are not benefiting from the support provided. Consequently, many are still experiencing a short and unsuccessful existence. This research thus analyses the small businesses in areas of the greater Cape Town, which are characterised by high levels of poverty and unemployment. <font size="3">Previous studies in these areas have reported the lack of ICT related skills, also known as electronic skills (e-skills), as one of the reasons for the low uptake of electronic support (e-support). This e-support is provided by various levels of government through selected agencies (service providers). In essence, this study is aimed at investigating the influence of e-skills in the access and use of the provided e-support by owners of small businesses. Considering that the lack of adequate e-skills has been identified as influencing the use of e-support, the study also aims to identify the e-skills needed to fully utilise the provided e-support. The approach to this investigation included a review of pertinent literature and devising a conceptual model. This model was then tested in the empirical setting of this study. This setting included: (i) Providers of e-support (various specialised government agencies) and (ii) the intended beneficiaries of this e-support, i.e. small businesses in the previously disadvantaged areas (PDAs) of the greater Cape Town. Through the use of case study methodology and face to face interviews, it was found that many small business owners were not able to appropriately use the provided e-support. This was due to their lack of e-skills, which resulted in their inability to use ICT. Additionally, some were unaware of the existence of the e-support or the service providers. During the review of pertinent literature done as part of the study, an e-skills framework was designed. The framework identified the e-skills considered necessary in order for small business owners to effectively utilise the provided e-support and other technologies. The e-skills framework suggested by this study could be used as a tool to assist: (i) The providers of e-support to understand the usage of their services and enable (ii) a more informed understanding of the need for appropriate e-skills among small business owners, in relation to their use of the provided e-support. Additionally, (iii) small business owners should be in a better position to recognise the benefits of using technology, especially the Internet. <font size="3">The contribution of this study is seen as twofold. Firstly, it should assist the providers and users of e-support. This is done by addressing the practical side of the provision and usage of these services. Secondly, the study contributes an informative e-skills framework related to the effective use of e-support. This study also furthers academic knowledge in the area of the investigation, and suggests further directions for research. Considering, the limited small business sample (only participants from three PDAs), the generalisation of this study is limited. This limitation does not however, influence the validity of this research, or the credibility of the findings. </font></font></font></i></p>

Among the many promises of the revolution in the information and communication technologies (ICT), particularly the Internet, continues to be its potential to significantly transform governments around the world. This transformation is referred to as e-government or web-based government, often used interchangeably in most of the IS literature. Despite these however, the level of adoption and use of such innovation is still low and does not meet expectations in developing countries in general and Jordan in particular. Yet, existing research on the adoption and implementation of e-government in developing countries is still lacking explanatory power for the following reasons: 1) focusing either on the supply-side, or on the demand-side separately to study the adoption and implementation of e-government, and therefore there is no enough research on the integration between them as a single phenomenon, and 2) focusing on the results of previous research, and therefore not to develop theories fit the new context to be investigated to understand the relationship between the IT implementation and social structures in the same context. This research aims to fill these gaps through the use of a holistic approach to enable in-depth understanding and gain valuable insights on the adoption and implementation of e-government from multiple perspectives, and in the real context of a developing country, namely Jordan. This would reduce the gap between government strategies and policies related to implementation of e-government services and applications on the one hand, and perceptions of citizens on the other hand, allowing a better understanding of the needs of citizens and the priorities that must be taken into account by governments in order to ensure the success of such projects on a large scale. Through two phases, this research proposes and empirically tests an integrated model of the determinants of adoption and implementation of e-government services and applications in Jordan. The first phase employs a grounded theory methodology for the development of the research model, as well as the survey instruments necessary to test the model. The second phase employs a survey questionnaire to test the research model using multivariate and SEM with the results demonstrating support for the proposed model. The empirical results indicate that perceived ease of use, perceived usefulness, and the security of e-government systems are no longer among the main determinants that affect the decision to adopt and implement e-government services and applications in this particular context. This confirms that the prevailing models and theories on the adoption of IT do not apply equally to the context of developing countries such as Jordan, and thus do not explain and predict behaviour toward the adoption and implementation of e-government services and applications in the same context. There is a direct and positive relationship between citizen involvement in the change process towards e-government and the decision to adopt and implement e-government services and applications. There is also a strong positive relationship between the decision to adopt and implement e-government services and applications and the decision to use such services and applications within the same context. Unexpectedly, the prevailing sociocultural determinants indicate a direct and positive relationship with the decision to adopt and implement e-government services and applications in the same context. Also, the results indicate direct and negative relationships between citizen trust and website design issues with the decision to adopt and implement e-government services and applications. Finally, the research concludes by highlighting the theoretical and practical implications, limitations and future directions.

Among the many promises of the revolution in the information and communication technologies (ICT), particularly the Internet, continues to be its potential to significantly transform governments around the world. This transformation is referred to as e-government or web-based government, often used interchangeably in most of the IS literature. Despite these however, the level of adoption and use of such innovation is still low and does not meet expectations in developing countries in general and Jordan in particular. Yet, existing research on the adoption and implementation of e-government in developing countries is still lacking explanatory power for the following reasons: 1) focusing either on the supply-side, or on the demand-side separately to study the adoption and implementation of e-government, and therefore there is no enough research on the integration between them as a single phenomenon, and 2) focusing on the results of previous research, and therefore not to develop theories fit the new context to be investigated to understand the relationship between the IT implementation and social structures in the same context. This research aims to fill these gaps through the use of a holistic approach to enable in-depth understanding and gain valuable insights on the adoption and implementation of e-government from multiple perspectives, and in the real context of a developing country, namely Jordan. This would reduce the gap between government strategies and policies related to implementation of e-government services and applications on the one hand, and perceptions of citizens on the other hand, allowing a better understanding of the needs of citizens and the priorities that must be taken into account by governments in order to ensure the success of such projects on a large scale. Through two phases, this research proposes and empirically tests an integrated model of the determinants of adoption and implementation of e-government services and applications in Jordan. The first phase employs a grounded theory methodology for the development of the research model, as well as the survey instruments necessary to test the model. The second phase employs a survey questionnaire to test the research model using multivariate and SEM with the results demonstrating support for the proposed model. The empirical results indicate that perceived ease of use, perceived usefulness, and the security of e-government systems are no longer among the main determinants that affect the decision to adopt and implement e-government services and applications in this particular context. This confirms that the prevailing models and theories on the adoption of IT do not apply equally to the context of developing countries such as Jordan, and thus do not explain and predict behaviour toward the adoption and implementation of e-government services and applications in the same context. There is a direct and positive relationship between citizen involvement in the change process towards e-government and the decision to adopt and implement e-government services and applications. There is also a strong positive relationship between the decision to adopt and implement e-government services and applications and the decision to use such services and applications within the same context. Unexpectedly, the prevailing sociocultural determinants indicate a direct and positive relationship with the decision to adopt and implement e-government services and applications in the same context. Also, the results indicate direct and negative relationships between citizen trust and website design issues with the decision to adopt and implement e-government services and applications. Finally, the research concludes by highlighting the theoretical and practical implications, limitations and future directions.

The objectives of this research are to explore the relationships among service chains of electronic government services. This research proposes models (1) to explore the linkages among internal marketing, internal service quality, and internal customer satisfaction in electronic government services, i.e. the internal service chain; (2) to explore the linkage between external service quality and external customer satisfaction, i.e. the external service chain; and (3) to employ the concept of the service profit chain model and the public sector service value chain model to explore the linkage between internal and external service chains. Two kinds of surveys, employee and citizen surveys, were conducted to collect data for this research on two cases including the Kaohsiung Citizen Electronic Complaint System and the National Science and Technology Museum Collection Management System. Internal and external customer data was matched through individual-level instead of group-level used in most studies. Structural equation modeling and Ordinary Least Squares regression analysis were used to test proposed models. The research results support the proposed hypotheses, including (1) internal marketing positively influences internal service quality; (2) internal marketing positively influences internal customer satisfaction; (3) internal service quality has positive influence on internal customer satisfaction; (4) external customer satisfaction is influenced by external service quality; with the exception of (5) the relationship between internal customer satisfaction and external service quality receiving no significant support. Managerial implications are presented for public managers to better serve internal and external customers. Further studies are encouraged to include service-specific variables and technology-specific variables to examine the internal-external link of customer perceptions.

Magister Commercii - MCom / The Internet is now facilitating the provision of an increasing number of services. Thus, technology has become a more integrated part of people‟s daily routine. Some of these technologies include electronic communication, online banking, and shopping as well as electronic learning - to name but a few. However, for various reasons, such as limited formal education (which is a key promoter of reading and writing skills), access and skills, not everyone has an equal opportunity to benefit from the use of these technologies. The unequal distribution of opportunities of such nature is often broadly referred to as the digital divide. That is the gap between those who have access to Information and Communication Technology (ICT) and those who do not. One noted challenge that influences the use of ICT consists of socioeconomic conditions, which together elicit high levels of poverty. An identified strategy for uplifting these areas was (and still is) entrepreneurship, notably small businesses. These small businesses however, generally have very short and mostly unsuccessful lives. As a result the government at all levels (national, provincial and local) has endeavoured to provide support to these businesses. Some of this support is provided through mediums, such as the Internet (here named “electronic support”) to assist these small businesses. This support, which comes from government, is however, not being fully utilised by the intended beneficiaries. Thus, the small businesses are not benefiting from the support provided. Consequently, many are still experiencing a short and unsuccessful existence. This research thus analyses the small businesses in areas of the greater Cape Town, which are characterised by high levels of poverty and unemployment. Previous studies in these areas have reported the lack of ICT related skills, also known as electronic skills (e-skills), as one of the reasons for the low uptake of electronic support (e-support). This e-support is provided by various levels of government through selected agencies (service providers). In essence, this study is aimed at investigating the influence of e-skills in the access and use of the provided e-support by owners of small businesses. Considering that the lack of adequate e-skills has been identified as influencing the use of e-support, the study also aims to identify the e-skills needed to fully utilise the provided e-support. The approach to this investigation included a review of pertinent literature and devising a conceptual model. This model was then tested in the empirical setting of this study. This setting included: (i) Providers of e-support (various specialised government agencies) and (ii) the intended beneficiaries of this esupport, i.e. small businesses in the previously disadvantaged areas (PDAs) of the greater Cape Town. Through the use of case study methodology and face to face interviews, it was found that many small business owners were not able to appropriately use the provided e-support. This was due to their lack of e-skills, which resulted in their inability to use ICT. Additionally, some were unaware of the existence of the e-support or the service providers. During the review of pertinent literature done as part of the study, an e-skills framework was designed. The framework identified the e-skills considered necessary in order for small business owners to effectively utilise the provided e-support and other technologies. The e-skills framework suggested by this study could be used as a tool to assist: (i) The providers of e-support to understand the usage of their services and enable (ii) a more informed understanding of the need for appropriate e-skills among small business owners, in relation to their use of the provided e-support. Additionally, (iii) small business owners should be in a better position to recognise the benefits of using technology, especially the Internet. The contribution of this study is seen as twofold. Firstly, it should assist the providers and users of e-support. This is done by addressing the practical side of the provision and usage of these services. Secondly, the study contributes an informative e-skills framework related to the effective use of esupport. This study also furthers academic knowledge in the area of the investigation, and suggests further directions for research. Considering, the limited small business sample (only participants from three PDAs), the generalisation of this study is limited. This limitation does not however, influence the validity of this research, or the credibility of the findings.