http://bura.brunel.ac.uk/handle/2438/168 2013-06-19T03:06:23Z 2013-06-19T03:06:23Z AlKhatib, Hala http://bura.brunel.ac.uk/handle/2438/7471 2013-06-14T10:32:57Z 2013-01-01T00:00:00Z

Title: E-government systems success and user acceptance in developing countries: The role of perceived support quality Authors: AlKhatib, Hala Abstract: Electronic government (e-Government) projects create numerous benefits and opportunities for both governments and citizens worldwide. Accordingly, the increasing interest in e-Government raises the issue of how governments can increase citizen adoption and usage of their on-line services. The successful adoption of Information Communication Technologies (ICTs), the explosive increase in Internet usage and the rapid development of e-commerce in private sectors have placed pressure on public organisations to interact electronically with citizens. Conversely, the success of e-Government does not depend only on the supplier side, but also on the demand side and the willingness to adopt the on-line service. The concept of e-Government was developed and implemented initially in industrialised countries. Consequently, it should not be assumed that this concept is automatically appropriate for developing countries. Thus far, e-Government still faces major challenges as it continues to expand in developing countries. Moreover, when introducing e-Government to developing nations, it is anticipated that more effort will be necessary than in developed countries. The objective of various e-Government initiatives has moved in the past decade towards establishing services offering greater accessibility for citizens. As a result, it is necessary to examine all possible factors to explain citizens' adoption and usage of such systems. Hence, numerous models of e-Government adoption and intention to use and their extensions have been proposed and applied to empirical studies. Obviously, e-Government has occurred due to the technological revolution following the diffusion of the Internet and the success of information systems (IS) in organisations and e-Commerce. However, regardless of their success within the general IS context, the models are limited in terms of considering the diversity of users; they tend to assume that all end-users are homogeneous. The end-users of e-Government systems are more diverse than e-Commerce, with comparisons of wider layers of user groups (for example, elderly and less well-educated people) who are more likely to encounter problems while interacting with e-Government systems. IS literature confirmed that users’ technical capabilities and management support are influenced by their technical knowledge and expertise. Therefore, this research argues that perceived support quality is a new way of looking at citizens’ adoption and usage in the e-Government system’s field and a major factor of e-Government system’s acceptance, particularly in developing countries. This study is the first to examine the roles of perceived support quality and support satisfaction in the context of government-to-citizen (G2C), and it aims to advance knowledge within the field of e-Government by revealing the roles of perceived support quality and satisfaction towards behaviour intention and usage in developing countries. The proposed model builds upon Wixom and Todd’s (2005) theoretical model, which, in turn, was based on the integration of DeLone and McLean model (1992) into the technology acceptance model (TAM). The strength of the integrated model lies in its ability to guide both IT design and predict usage behaviours towards the system under investigation, and assume the overall theoretical model to maintain validity in G2C settings. Thirteen hypotheses were formulated to test the proposed research model. Behaviour intention to use e-Government services was proposed as the dependent variable, while the independent variables were information quality; information satisfaction; system quality; system satisfaction; social influence; performance expectancy; effort expectancy; perceived support quality and support satisfaction. A quantitative approach was deemed best suited to test the proposed model. Using a survey method (i.e. paper-based and an on-line survey), a total of 1252 responses was collected; however, only 628 were analysed. To test the proposed e-Government model, the state of Kuwait was chosen as the application area and the official website of Kuwait Government On-line Services (KGOS) was selected, since it offers a number of services on-line. Elements were citizens who have had prior experience with the KGOS website, and the survey was conducted from 5th August to 10th October 2010. Structural equation modelling (SEM) was selected as the statistical analysis technique with the Analysis of Moment Structures (AMOS) software. A total of 40 percent of the variance among the factors of support satisfaction, system satisfaction, information quality, effort expectancy and performance expectancy was explained by behavioural intention to use an e-Government system. All hypotheses were supported except for one. The findings confirm the significance to the support quality perceived by citizens, and also provide insights into whether user satisfaction literature and TAMs should be integrated to explain citizens’ intention to use e-Government systems. Thus, in terms of the theoretical implications, this study highlights the significance of recognising theoretical relationships when performing empirical research in e-Government settings. Consequently, to capture both the technical aspects and the services provided on-line, a new variable was introduced and renamed ‘perceived support quality’. Additionally, the model offers managers a new perspective for dealing with e-Government adoption by signifying the importance of support quality perceived by citizens. The proposed model provides government decision-makers in developing countries with an appropriate approach to determining which factors require attention in order to reap the highest benefits from e-Governments’ projects. This suggests paying less attention to the social influence (SI) factor and consider instead improving the quality of on-line support citizens demand. Description: This thesis was submitted for the degree of Doctor of Philosophy and awarded by Brunel University.

2013-01-01T00:00:00Z Abdul Rahim, Suzari http://bura.brunel.ac.uk/handle/2438/7437 2013-05-17T13:34:20Z 2013-01-01T00:00:00Z

Title: Supplier selection in the Malaysian telecommunications industry Authors: Abdul Rahim, Suzari Abstract: Supplier selection plays an important role in any organisation. This study investigates and examines supplier selection criteria and the impacts on buying firm performance; specifically focusing on the telecommunications industry in Malaysia. Previous studies in this area have focussed on the criteria such as quality, price, delivery, supplier relationship management and decision making tools and techniques. However, little research has been undertaken to include government policies and business ethics as elements in the supplier selection criteria. After a literature review and interviews, the development of conceptual frameworks and a number of hypotheses were put forward. To achieve an in-depth study, four major telecommunications service provider companies in Malaysia were chosen as a case study. A questionnaire was used as the main instrument in gathering data. The questionnaire is principally concerned with the understanding of supplier selection and its criteria; based upon the variables that are used for the model and hypothesis testing. The study also investigates the relationship between supplier selection and the impact of supplier selection to the company performance. This model was tested using Structural Equation Modelling (SEM) technique with the AMOS software application. Results indicated all of the criteria include quality, price, delivery, supplier relationship management, decision making tools and techniques, government policy and business ethics as valid constructs. A good model fit was also established. The findings of this research conclude that the influencing criteria to supplier selection in the telecommunications industry in Malaysia are supplier delivery performance standards and supplier relationship management even when considering the remainder of the above mentioned elements.The price factors were found to be less important due to this factor possibly leading to unhealthy competition in the market in terms of price wars among the suppliers in order to win the business. Most of the criteria are also interrelated to each other and affect the supplier selection decision. This model has added new perspectives to the study of supplier selection in the supply chain management field. As for future research it is suggested that intangible elements such as political, cultural and social influences are included in the conceptual framework; as this would offer important insight for management bodies in organisation, academia and public policy fields alike. Description: This thesis was submitted for the degree of Doctor of Philosophy and awarded by Brunel University.

2013-01-01T00:00:00Z Maimunah, Ali http://bura.brunel.ac.uk/handle/2438/7347 2013-04-23T13:24:52Z 2012-01-01T00:00:00Z

Title: Group level influence on blog's design behaviour Authors: Maimunah, Ali Abstract: The purpose of this research is twofold. Firstly, this research aims to investigate whether the design preferences of bloggers in selected countries from different cultural backgrounds are influenced by national culture traits. The investigation involves two categories of blogs selected within a country where the bloggers share similar attributes such as language or geographical location. Secondly, simultaneously, this research intends to discover the possibility of the impact of group level influence on design preferences of bloggers who are linked together in a network through bloggers’ linkage or blogrolls. To achieve the said purposes, observations on both the global and local blogs of six selected countries are conducted using the content analysis method. This method allows this research to observe web pages and rate design preferences of bloggers via a coding system, similar to the method used to analyse documents or manuscripts to find common themes or keywords. A total of 612 blogs (306 global and 306 local) are observed for a period of nine months to identify cultural traits on design behaviour based on national culture indicators chosen from prominent literatures. To prevent a systematic error, an independent second observer was appointed and the results obtained are compared using a statistical methodology. In addition, translators were also engaged to verify that the translations are of a correct meaning and comprehension since blogs use various national languages on their web pages. The data were statistically tested using SPSS engaging in statistical analysis of frequency table, Cross-Tabulation and cluster analyses and MANOVA. Results shown that design preferences between both the global and local blogs in each country, has significant differences in most of the design indicators chosen. The findings indicate that the national culture influence on design preferences in linked networks of blogs is weakening indicating another type of influence might be in existence. The results also provide evidence that blogs in linked networks are statistically significant as a cluster or a group by themselves and are independent from one cluster to another. The research, however, studies only six countries from six different cultural dimensions. The inclusion of other countries, similar to or different from the countries under investigation, would be an added advantage. Furthermore, the use of only a single type of global blog provider (blogspot.com) in this research could be extended to other global blog providers such as wordpress.com to give fairer coverage of major and popular global blogs as well as providing a wider generalisation effect of the research findings. Description: This thesis was submitted for the degree of Doctor of Philosophy and awarded by Brunel University.

2012-01-01T00:00:00Z Al-Rashidi, Hajed http://bura.brunel.ac.uk/handle/2438/7265 2013-02-28T12:39:32Z 2013-01-01T00:00:00Z

Title: The role of internal stakeholders and influencing factors during the phases of e-government initiative implementation Authors: Al-Rashidi, Hajed Abstract: Governments around the globe were actively implementing e-government initiatives in the past two decades. However, the majority of e-government initiatives fail in achieving their objectives before, during or after implementation. This study is addressing the problem, e-government initiatives are still more failure than success. Literature indicates differing models that analyse various stages, stakeholders and factors influencing e-government implementation in the public sector. Yet, these models do not explore in particular the important roles and responsibilities of internal stakeholders and influencing factors during different phases of the implementation cycle of the e-government initiative. There is a need for a framework that guides the e-government initiative implementation internally. To achieve the aim of this research, this study should empirically investigate "managing e-government initiative implementation." Consequently, this thesis results in research that contributes towards successful e-government initiative implementation based on empirical data derived from three case studies. The practical parts of the research are three case studies on e-government initiative implementation, which are analysed using an interpretive and qualitative research approach. Besides document analysis and observation, interview was the main method to collect empirical data for this study. For an accurate result, only managers and above level are selected and interviewed. The study examines the proposed framework in three government organizations in the State of Kuwait by using a qualitative, interpretive, multiple case study research strategy. As a result, this thesis is proposing a framework that can be used to enhance the implementation process of e-government initiative throughout the different phases of the implementation cycle, and contributes to the body of knowledge by extending the literature. The stakeholders, factors and implementation phases are mapped together to ease understanding the implementation process of e-government initiative implementation across the public organizations. The study concludes by identifying internal stakeholders, factors, and providing a holistic framework for e-government initiative implementation. The findings of this research are useful for internal stakeholders in the field, as it enables them to gain a better understanding of their own roles and responsibilities. Moreover, researchers in similar fields may find this work useful as a way to approach the study of e-government initiative implementation. Description: This thesis was submitted for the degree of Doctor of Philosophy and was awarded by Brunel University

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