AS’AD, Asa’d Mustafa Abedelqader (2017). Understanding the role of service integration in e-government implementation in Jordan. Doctoral, Sheffield Hallam University. [Thesis]
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As'ad_2017_PhD_UnderstandingTheRole.pdf - Accepted Version
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As'ad_2017_PhD_UnderstandingTheRole.pdf - Accepted Version
Available under License Creative Commons Attribution Non-commercial No Derivatives.
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Abstract
The general aim of this study is understanding the role of service integration in egovernment
implementation in Jordan as a developing country. Mixed method approach was
selected to achieve this aim through construction and validation of the proposed research model
using semi-structured interviews as a qualitative research method and questionnaires as a
quantitative research method.
The main contribution of this study is developing a model towards understanding the role
of service integration in e-government implementation in Jordan. This model is based on studying
and analysing the critical factors affecting e-government service integration from the perspectives
of providers and users of e-government services. Those factors are divided into managerial,
cultural, social, political, legal, technological, and economic factors.
The construction of our model took into consideration the overall objectives, benefits and
challenges of e-government mentioned in the literature, as well as an original contribution
regarding the evaluation of current situation of service integration in Jordan. This is a significant
addition to the literature which is lacking empirical investigation considering service integration
in general, and within the context of Jordan in particular.
In this study, the analysis process is done using Statistical Package for the Social Sciences
(SPSS) to examine the attitudes of respondents towards the role of service integration and the
critical factors affecting that role, in addition to the other statistical analysis such as analysis of
Means, Medians, Standard deviation, Chai squared and Mann Whitney U test.
Investigating the attitude of respondents revealed an agreement between providers and
users of e-government services regarding the critical factors affecting the role of service integration
in e-government implementation in Jordan. They see neutral impacts of current situation, legal and
technological factors on the role of service integration in e-government implementation in Jordan.
However, they agree that managerial, social, and political factors have significant impacts while cultural and economic factors have insignificant impacts on the role of service integration in egovernment
implementation in Jordan.
Based on the results of the analysis, this study suggests a set of recommendations in order
to reach the highest level of e-government maturity in Jordan, namely the e-government service
integration.
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