Use Of E-services Research Articles

Technology Readiness among Consumers in Oman: The Case of Adopting E-Services

The adoption and use of new technology have seen a rapid increase and evolution worldwide. This phenomenon is especially prevalent in developed countries. Therefore, this study examines the technology readiness in terms of e-Services adoption among Omanis. Based on the Technology readiness (TR) Index 2.0, the people’s propensity to embrace and use e-Services in Oman is explored. The TR involves understanding four-dimension optimism, innovativeness, discomfort, and insecurity, explaining the readiness and use of e-Services in this study. Using a quantitative approach, SPSS performs fundamental descriptive analysis on 322 responses. Subsequently, further assessment is conducted using the Partial Least Square (SmartPLS) software. Thus, the analysis of this study consists of two stages: the assessment of measurement and the structural model. Findings suggest a strong relationship between optimism and innovativeness towards e-service adoption among Omanis, validating the proposed framework. Additionally, discomfort and insecurity are found to have no significant effect on the adoption of e-Services. These findings were then used as a basis to provide recommendations and facilitate government and other non-government agencies responsible for e-Services.

Kesan Faktor Risiko Kesihatan Ke Atas Penggunaan E-Zakat Di Malaysia Ketika Pandemik Covid-19 (The Impact of Health Risk on E-Zakat Usage in Malaysia During the Covid-19 Pandemic)

The present study investigates whether health risk influences the level of intention of individual muzakki to use E-Zakat during pandemic Covid-19. The study examines factors that might influence muzakki level of intention to use E-Zakat based upon the theoretical framework of the technology acceptance model, the theory of planned behaviour and the concept of health risk. According to the survey, which was conducted on 401 individual muzakki in Malaysia, respondents have a high level of intention to use E-Zakat during the pandemic COVID-19 (3.20 out of 4). Empirical findings show that perceived usefulness, perceived subjective norms, perception of behavioral control and health risk are positively associated, but perceived ease of use is not significantly associated with muzakki intention to use E-Zakat during pandemic Covid-19. Based on the current pandemic, COVID-19, the findings may help zakat institutions as well as other Islamic economic institutions by providing input onbehaviouralt of health risk factors on the use of e-services and actions that can be taken by zakat institutions to face risk challenges in e-services, especially E-Zakat.

A TAM-Based Model of Technological Factors Affecting Use of E-Tourism

In tourism, ICT provides new channels anywhere/anytime for tourism services that impacted how customers access and consume those services, hence the emergence of the concept of e-tourism. Internet can be used to attract customers, communicate with them, customize their required services, access international markets, and provide all types of touristic information through e-tourism platforms. The salient feature of this research is to identify the key technological factors that influence customers' acceptance and use of the services provided through e-tourism platforms. Other behavioral aspects related to the use of these services are treated as exogenous factors. The study constructed an e-tourism technology acceptance model (ETAM) concentrating only on technology-related factors. To assist in understanding how users will reflect in these four technological factors affecting the use of e-services, the model recognizes two moderating influential factors: trust and attitude. The model is augmented with exogenous factors as intervening factors related to customer's background.

What influences citizens’ expectations towards digital government? An exploratory survey

PurposeGovernments around the world engage in digitalization projects to improve their internal functioning and the delivery of information and services to their users, including citizens. There are several ways to implement this digitalization and, therefore, different roles for citizens, who can be considered as customers, as participants and as coproducers in a digital government. The purpose of this study is to identify which factors influence the roles citizens are willing to take in a digital government.Design/methodology/approachThis paper conducted an exploratory survey in Belgium. This paper examined which factors among age, gender, occupation, education, digital literacy, government level and frequency of use of other e-services influence citizens’ roles.FindingsThrough a statistical analysis conducted on data collected from 203 citizens, this paper identifies 25 relationships between the aforementioned factors and expectations mapped to the citizens’ roles. This paper has identified relationships between expectations and government level, gender, age, occupation, use frequency of other e-services and digital literacy. On the other hand, this paper found no influence for the education level and for working in an administration.Research limitations/implicationsThis study contributes to the research field by providing insights into what citizens expect from digital government and exploring several relationships to be investigated in further research.Originality/valueNo previous work has asked directly to citizens which role they would be willing to take and, consequently, what expectations they have towards digital government. This paper contributes a usable survey instrument to achieve this and has demonstrated how it can be used to collect data from citizens. In doing so, this paper contributed valuable findings supporting Belgian policymakers in developing digital government policies that are aligned with citizens' expectations.

Johtajien käsitykset e-palveluiden yleistymisen vaikutuksista hoidon tarpeen arviointitoimintaan – laadullinen tutkimus erikoissairaanhoidon yhteispäivystyksestä

Sähköisten terveydenhuoltopalveluiden (e-palvelut) yleistyminen muuttaa hoidon tarpeen arviointitoimintaa erikoissairaanhoidon yhteispäivystyksessä. Päivystyksellisellä hoidon tarpeen arvioinnilla tarkoitetaan ammattilaisen suorittamaa arviota potilaan tarvitsemasta päivystyshoidosta. E-palveluiden yleistyessä ihmiset arvioivat yhä useammin itse omaa hoidon tarvettaan sähköisillä työkaluilla ennen päivystykseen saapumista ja ilman kontaktia terveydenhuollon ammattilaiseen. E-palveluiden käyttöönotto on haasteellista ilman ymmärrystä teknologian, ihmisten ja toimintaympäristön välisistä suhteista. Tämän tutkimuksen tarkoituksena on kuvata johtajien käsityksiä 1) päivystyksen hoidon tarpeen arviointitoiminnasta, 2) e-palveluiden yleistymisen vaikutuksista hoidon tarpeen arviointitoimintaan, 3) e-palveluiden yleistymisestä aiheutuvaan toiminnan muutokseen varautumisesta ja 4) toiminnan muutoksen onnistumiseen vaikuttavista tekijöistä.
 Tutkimusaineisto kerättiin syksyllä 2019 teemahaastattelulla viiden yliopistosairaanhoitopiirin yhteispäivystyksen operatiivisesta johtamisesta vastaavilta hoitotyön johtajilta ja lääkärijohtajilta (n=10). Aineisto analysoitiin sisällönanalyysillä.
 Tulosten mukaan e-palveluiden yleistymisen vaikutukset kohdistuvat yhteispäivystyksessä ihmisiin ja toimintaan. Ammattilaisten työ, asiakkaiden toimintamallit sekä hoidon tarpeen arviointitoiminta muuttuvat ja päivystystoiminta kehittyy. Johtajat ymmärtävät e-palveluiden yleistymisen vaikutukset sosioteknisen lähestymistavan mukaisena, koko yhteispäivystystä koskevana toiminnan muutoksena. E-palveluiden yleistymisestä aiheutuvaan toiminnan muutokseen on varauduttu, mutta siinä on myös haasteita. Varautumista pyritään edistämään ja siihen tarvitaan tukea. Yhteispäivystyksessä toiminnan muutoksen onnistumiseen vaikuttavat esimerkiksi asenne, hyötyjen osoittaminen, toimintaympäristö ja resurssit.
 Edellytykset e-palveluiden käyttöönoton onnistumiselle yhteispäivystyksen hoidon tarpeen arviointitoiminnassa ovat optimistiset. Toiminnan muutokseen on tärkeää varautua ja huomioida muutoksen onnistumista edesauttavat ja estävät tekijät. Ilman riittävää taloudellista varautumista toiminnan muutoksen onnistuminen voi olla vaikeaa. Tuloksia voidaan hyödyntää e-palveluiden käyttöönotossa ja kehittämisessä yhteispäivystyksen hoidon tarpeen arviointitoimintaa tukeviksi sekä toiminnan muutosten ennakoinnissa ja johtamisen tehostamisessa.

Determinants of the use of e-services in the hospitality industry in Kosovo

The aim of this research is to identify the main determinants of Kosovo outbound tourists influencing the use of e-services in the hospitality industry. To test hypotheses, we used Partial Least Squares Path Modeling (PLS-PM). Findings suggest that the intention of Kosovo outbound tourists to use e-services in the hospitality industry is influenced positively by performance expectancy, facilitating conditions, perceived value, and satisfaction with information quality. We found that expected effort and social influence have no impact on the intention to use e-services. The relationship between users’ behavioral intentions and satisfaction with the information provided and real use behavior is confirmed. The perceived value depends on cost-savings, enjoyment and convenience from the use of e-services in hospitality.

Do e-skills enhance use of e-services in the hospitality industry? A conditional mixed-process approach

Increasingly, e-skills are required to enable effective use of digital technologies. The present paper examines the influence of e-skills on use of e-services in the hospitality industry. We employ a conditional mixed-process approach and the results of a residential survey in Kosovo to investigate whether e-skills boost e-services in hospitality. Our findings suggest that e-skills are important to explain different behaviors related to use of e-services. The facilitating conditions, expected performance, social influences and perceived value of the services have a positive impact while perceived risks to privacy have a negative impact on behavioral intention. We also find that gender and income have a positive effect on both behavioral use and behavioral intention while age has no effect on either dimension.

Zakon o upravnom postupku i e-usluge u Letoniji

The Article provides an insight in the scope of regulation of the Latvian Administrative Procedure Law and the use of e-services and other means of electronic communication in administrative procedure. The scope of regulation of the Latvian Administrative Procedure Law is mainly determined by the definition of an administrative act, which, in turn, is derived from the German administrative law. The adoption and application of the Administrative Procedure Law is generally regarded as very successful example of transformation of the legal system. For the past ten years the government has introduced various e-services and other electronic tools designed to facilitate electronization of administrative procedure. The article outlines basic legal regulation of these tools, as well as gives a short insight towards recent impact of the pandemic of COVID-19 on use of electronic communication between the government and private persons.

Urban development management based on the concept of Smart City in the Western region of Ukraine

The article proves that the need to modify urban management systems in Ukraine in accordance with the new Smart City concept of urban planning arose in the context of the rapid digitalization of society. The analysis of strategic priorities for the implementation of the Smart City concept in the practice of Ukrainian cities at the central, regional (Western region of Ukraine), and local (cities of regional significance) levels is conducted. The comparison and review of the practice of using open data and various e-services by administrations of 34 cities of regional significance in the Western region of Ukraine are carried out. The state of implementation of e-government tools by local authorities is determined. The division of cities of regional significance in the Western region of Ukraine according to the level of use of e-services, which are presented on their official websites, into four groups (passive; beginners; active; progressive) is carried out on the basis of the results of the analysis. The key problems of local policy of the cities of regional significance transformation in the Western region of Ukraine are identified, including: lack of a common vision on the further development of cities and communities on the basis of the Smart City concept by central, regional, and local authorities; the issue of approving strategies for the development of cities of regional significance remains unresolved; uneven introduction of innovative technologies in the management systems of the cities of regional significance development in the Western region on the basis of the Smart City concept, first of all, open data; low level of international activity of administrations of cities. Priority areas for improving regional and local policies to ensure sustainable urban development in accordance with the Smart City criteria are justified.

ЭМПИРИЧЕСКОЕ ИССЛЕДОВАНИЕ ВНЕДРЕНИЯ ЭЛЕКТРОННОГО ПРАВИТЕЛЬСТВА В РОССИИ: ДОСТУП, ПРАВА, ДОВЕРИЕ И ОПЫТ ГРАЖДАН

The problem of low usage of e-government solutions is common in many emerging countries. Is Russia experiencing the same issue? Are there sufficient conditions to grow the usage of e-government solutions (internet penetration rate, rights for the citizens to approach the government remotely, trust in government, computer skills and usage perception, etc.)? Do the use rates for public e-services portals and e-participation platforms equal one another? Based on scholarly articles, analytical reports, laws, regulations, and the results of citizens’ surveys, the research considers some factors that influence e-government implementation in Russia. The findings highlighted that the penetration of the Internet in Russia is high and that citizens have the right to approach the government remotely and trust the government. The survey demonstrated that the users believe they have enough knowledge and skills for using public e-services portals and e-participation platforms. At the same time, within the same institutional framework, the level of use of public e-services was still low in 2018 (29% of the respondents), and it was even lower for e-participation platforms (17% of the respondents). This observation suggests that the nature of e-government solutions (whether it is a public e-service portal or e-participation platform) should be considered when governments are developing roll-out programs.

Modelling the predictors of e-service use among information systems users

PurposeThis paper sought to validate a proposed e-service use model that takes into account system's environment and user factors as plausible determinants of an information system's (IS) use that are not accounted for by previous IS use models. The aim is to establish the applicability of the model for e-services and IS design, implementation and use.Design/methodology/approachThis study adopts a quantitative approach to data collection and analysis. Using a systematic multi-stage random sampling, data were collected from 400 university e-library users and analysed using regression analysis to test the hypothesised relationships.FindingsInternal system factors (particularly service quality), user satisfaction, e-service environment factors and user factors (gender, programme of study, level of study and computer/IT self-efficacy) predicted the use of e-services. These findings are partly similar to and partly different from those of the earlier studies, suggesting that more studies are needed to test the comprehensive model of e-services’ use.Research limitations/implicationsThis is a replicated study and as such made use of a similar population. These findings, therefore, cannot be generalised to other organisations with users of different demographic profiles.Practical implicationsFirst, the use of the services provided through an IS is predicted by factors other than user satisfaction, system, service and information qualities. Second, system administrators, designers, library administrators and managers must ensure that these factors are considered during the design, implementation and use of ISs.Social implicationsThe paper argues for the need to design e-services and ISs with consideration for user attributes that may lead to social exclusion if not considered. This is because the environment where an IS is hosted can be a driver of e-services use, especially if management provides the enabling environment in terms of optimal staffing, training, user support and periodic e-service evaluation.Originality/valueThis paper extends research effort in understanding the predictors of use of ISs beyond the traditional system's attributes (information, service and system qualities) to include system environment and user factors.

A Nonfiducial PPG-Based Subject Authentication Approach Using the Statistical Features of DWT-Based Filtered Signals

Nowadays, there is a global change in lifestyle that is moving more toward the use of e-services and smart devices which necessitate the verification of user identity. Different organizations have put into place a range of technologies, hardware, and/or software to authenticate users using fingerprints, iris recognition, and so forth. However, cost and reliability are significant limitations to the use of such technologies. This study presents a nonfiducial PPG-based subject authentication system. In particular, the photoplethysmogram (PPG) signal is first filtered into four signals using the discrete wavelet transform (DWT) and then segmented into frames. Ten simple statistical features are extracted from the frame of each signal band to compose the feature vector. Augmenting the feature vector with the same features extracted from the 1st derivative of the corresponding signal is investigated, along with different fusion approaches. A support vector machine (SVM) classifier is then employed for the purpose of identity authentication. The proposed authentication system achieved an average authentication accuracy of 99.3% using a 15 sec frame length with the augmented multiband approach.

Assessing citizens’ non-adoption of public e-services in Germany

The amount of acceptance literature stands in sharp contrast to the persistently low adoption rates of public e-services in most European countries. Despite huge investments on the one hand and a vast body of literature on success factors on the other hand, citizens are surprisingly uninterested in the use of public e-services. However, only few studies explicitly address phenomena of resistance or non-adoption. In order to explain citizens’ non-adoption and adoption of public e-services, this article builds on the Inhibitor Theory as an analytical framework, based on which a dual factor-model is proposed and tested with survey data from 495 German citizens. The results of this study indicate that non-adoption of public e-services is less driven by technical issues than suggested in current literature. Instead, the need for personal consultation and status quo bias are the strongest predictors of citizens’ non-adoption.

Desarrollar el instrumento de evaluación de la Organización Mundial de la Salud para el sistema de salud mental (WHO-AIMS) en IRÁN

Introducción: La herramienta para evaluar el Sistema de Salud Mental de la Organización Mundial de la Salud se ha utilizado en diferentes países en diferentes países, mediante el cual el examen del sistema de salud mental y la identificación de sus problemas junto con el descubrimiento de los problemas instrumentales se realizan de forma simultánea. Propósito: este estudio se realizó con el fin de desarrollar los medios para evaluar la organización del sistema de salud mental de la organización mundial de la salud en Irán. Método: Esta investigación se basa en la implementación, analítica y en términos de variables, combinación (cualitativa y cuantitativa), y con una finalidad, exploratoria y, desde la perspectiva del resultado, una aplicación que se realizó en seis fases. Fase I: Revisión de textos que se han utilizado para reconocer el estado de países diferentes e Irán. Fase II: Se investigó el estado del sistema de salud mental en la provincia de Khuzestan y se determinaron los problemas del sistema de salud mental y los problemas instrumentales. Fase III: se examinaron las debilidades y fortalezas de la herramienta de evaluación del sistema de salud mental en la provincia de Khuzestan, Fase IV: para identificar los componentes clave del Programa de Enrutamiento de Salud Mental de la OMS y el plan operativo 2013-2015 para el desarrollo de herramientas, en la quinta fase : Los componentes propuestos se integraron en cada campo principal de la herramienta, y los expertos evaluaron el contenido de la validez de contenido y el índice de validez de contenido. Resultado: Finalmente, se identificaron 11 componentes principales y se diseñaron 95 preguntas para ellos, que en la sexta fase a estas Gerentes de Salud Mental se les realizó un análisis factorial exploratorio y confirmatorio e identificaron sus factores principales y su impacto en el desarrollo de la Salud Mental Sistema de evaluación de la Organización Mundial de la Salud. Utilizando el software PLS de 11 componentes y 95 preguntas sugeridas, se han identificado 6 factores que influyen El desarrollo de herramientas cuyos coeficientes de impacto incluyen: Liderazgo y Gobernanza (0,972), salud mental y uso de servicios electrónicos (0,929), Marco Político y Legislativo (0.697), análisis de estado (0.613), patrón de servicios de salud mental para trastornos comunes (0,413), servicios de promoción de salud mental (0,259). Conclusión: El desarrollo de la Herramienta de evaluación de salud mental de la Organización Mundial de la Salud en Irán ayudará a identificar la brecha de salud mental y, con respecto a los problemas, será el mejor patrón para proporcionar servicios de salud mental.

Exploring digital inequalities in Russia: an interregional comparative analysis

PurposeThis paper contributes to the literature by proposing an analysis of digital inequalities in Russia that focuses on two aspects hitherto under explored: the interregionality (by comparing and contrasting eight federal districts) and the multidimensionality of digital inequalities (by taking into account the three levels of digital divide). Therefore, the aim is to address the phenomenon of digital divide in Russia by discussing the three levels of the digital divide (access / skills / benefits) in a comparative and interregional perspective.Design/methodology/approachThis paper uses secondary data for its analysis, including both national (e.g. the total number of daily Internet users in Russia) and more regionalized data (related to particular federal districts of Russia). The choice of data sources was determined by an attempt to provide a detailed and multifaceted coverage of all three levels of the digital divide in Russia, which is not limited to the access problem only. For this purpose, we are using and re-elaborating various reports about the development of the Internet and ICTs in Russia prepared by national and international organizations to cover the first level of the digital divide. To shed light upon the second and third levels of the digital divide, we discuss digital literacy report (2018), the report on Internet openness index of Russian regions (2017) and the report on the digital life index of the Russian regions (2016). Finally, in the attempt to map out the key directions of the state policy aimed at decreasing digital inequality in Russia, on both federal and regional levels, we analyze the most important regional and national policy measures to foster digitalization such as the digital Russia program, the digital government program and the program of eliminating digital inequality in Russia.FindingsWe consider this study to be both a first exploration and a baseline of the three level digital divides in Russia. The paper shows how the level of socioeconomic development of the federal districts, as well as a number of objective factors (distance/isolation, urbanization level, availability of infrastructure and costs for building new infrastructure, etc.) have impact upon digitalization of the regions. As a result, several federal districts of Russia (Central, Northwestern, and, in a number of cases, Ural and Volga federal districts) more often than others take leading positions in rankings, in terms of degree of Internet penetration, audience numbers, use of e-services, etc. This correlation, however, is not universal as we will show, and some regions lacking behind in terms of access can be booming in terms of digital literacy or other factors, like it happened with the Far Eastern Federal district for example. All in all, our research showed that digital inequality in Russia is still on place and will require more time for complete elimination, even though current state and public initiatives are being actively developed.Originality/valueThis paper will bring to light meaningful insights into the three levels of digital divides in Russia. Based on a multilevel (three levels of digital divide) and multi-sectional approach (the interplay of different types of inequalities), this paper contributed to overall better understanding of the digital inequalities phenomenon in Russia. It also allowed for a comparative interregional perspective, which has been missing in most papers on digital inequalities in Russia so far.

Factors Affecting the Use of E-Government Services Among Youths in Oman

Many countries, including the Sultanate of Oman have implemented e-government for better services to their citizens and residents. In this study, the researchers examined the factors that are perceived to affect adoption of e-government among young citizens of the country. Factors such as usefulness, ease of use, risk, and trust of technology were incorporated into the survey questionnaire. The questionnaires were then distributed to students in the Dhofar University. Findings of the study indicate that perceived ease of use of e-government services is one of the most important factors to encourage the young citizens to use the e-government services. Besides that, all other factors in the study suggested that they are related to the intention of use of e-government e-services among Omani youths.

New Channels and Ways of Delivering Public Services in Pre-school Education Institutions

New Channels and Ways of Delivering Public Services in Pre-school Education Institutions

Key drivers for public value creation enhancing the adoption of electronic public services by citizens

Purpose The relationship between citizens and government has been gradually changing from government centered to citizen centered. These changes can be understood from the public value perspective, which is a promising way to foster the use of electronic services (e-services) by citizens. The purpose of this paper is to analyze how key drivers for public value creation can enhance adopting electronic public services by citizens. The use of e-services as a basis for applying smart technologies is also discussed. Design/methodology/approach A qualitative study based on both a systematic literature review and a case study of an e-service provided by a Brazilian state government. Findings The study identifies that creating public value happens only after adopting e-services and that public value can be perceived directly by those who use the service or indirectly by the observation of people who have adopted it. A two-dimensional framework showing the direct and indirect factors that drive public value creation is proposed based on the data collection and literature review. Research limitations/implications The proposed conceptual framework remains untested and the data collection in the Brazilian context might be a limitation. Other studies could gather data based on the collective uses of e-services. Originality/value The framework can be used in other studies concerning public value creation. Public managers might consider its drivers when planning e-services as a way to link them to social, political and collective issues in addition to smart technologies.

New opportunities and risks of the use of e-services by older people

The article presents the results of a sociological survey of the target audience (486 Internet users aged 55+) conducted at computer literacy courses in Moscow in 2018. The method of survey — electronic questionnaire. The main purpose of the study was to verify the trends of internetization of older people identified by in-depth interview in the previous survey of 2017. As a result of the survey, an electronic database was formed in the program of processing and analysis of SPSS Statistics data. There was obtained a distribution of respondents ‘ answers to the questionnaire questions, including differentiation by social groups (age, employment, Internet experience, home environment) and typological groups (active and passive users, who prefer electronic and/or live communication, literate and illiterate from the point of safety, environment), calculated the average score of satisfaction with services. The survey results characterize a new way of life of respondents — techno-way, the main features of which are: the use of new forms of text, visual and audio-visual communication; purchase of goods and services, payment of bills from home; gradual disappearance of cash from use; widespread use of public services online; gradual replacement of fixed communication by mobile; a new way of obtaining cultural knowledge; the use of «smart» things. The study gave an idea of the role of psychological factors in the use of the Internet; of the peculiarities of its use by older people; the level of their satisfaction with new opportunities; revealed the risks to which users are exposed in the process of consumption of electronic services; determined the awareness of the target audience regarding Internet security and disposal of computers and gadgets.

Key Determinants of Acceptance and Use of E-Services Based on Marketing Technology Process

Nowadays, government uses e-services to boost the services for citizen with many endeavours but there are some e-service where the technology did not accommodate or appropriate to citizen needs. In order to improve the service and accomodate the citizen needs, this journal attempts to explore the related key determinants or variables. Exploration of theory is begun from the definition of e-services, the explanation of public choice theory and organizational behaviour theory in public administration until the model of citizen use and acceptance of e-services. Considering the government efforts to introduce the e-services, this model combines Unified Theory of Acceptance and Use of Technology (UTAUT) with the marketing process to seek key determinants from citizen personality, perceptions, and attitude.