Published Paper Details:

This study investigates the mediating effect of service quality on the relationship between perceived ease of use and e-government adoption in Jordan. While e-government initiatives have gained traction globally, their success largely depends on citizens' willingness to adopt these digital services. This research addresses a critical gap in understanding the complex interplay between technological and service-related factors influencing e-government adoption in developing countries. Employing a quantitative approach, we surveyed 404 Jordanian citizens using a structured questionnaire based on the Technology Acceptance Model (TAM) and SERVQUAL framework. Structural Equation Modeling (SEM) was utilized to analyze the data and test the hypothesized relationships. Our findings reveal that service quality significantly mediates the influence of perceived ease of use on e-government adoption in Jordan. Specifically, perceived ease of use positively affects service quality (? = 0.62, p < 0.001), which in turn positively influences e-government adoption (? = 0.58, p < 0.001). The direct effect of perceived ease of use on adoption remains significant but diminished (? = 0.31, p < 0.01) when accounting for the mediating role of service quality, indicating partial mediation. These results underscore the importance of considering both technological usability and service quality aspects in e-government implementation strategies. The study contributes to the growing body of literature on e-government adoption in developing countries and offers practical implications for policymakers and system designers in Jordan and similar contexts. By highlighting the crucial role of service quality as a mediator, this research suggests that governments should focus not only on creating user-friendly interfaces but also on ensuring high-quality service delivery to promote widespread adoption of e-government services.