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Jordanian Citizen-Centric Cloud Services Acceptance Model in an e-Government Context: Security Antecedents for Using Cloud Services
Alkhwaldi, Abeer F.A.H.
Alkhwaldi, Abeer F.A.H.
Publication Date
2019
End of Embargo
Supervisor
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The University of Bradford theses are licenced under a Creative Commons Licence.
Peer-Reviewed
Open Access status
Accepted for publication
Institution
University of Bradford
Department
School of Electrical Engineering and Computer Science
Awarded
2019
Embargo end date
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Abstract
Cloud computing (CC) has become a strategic trend for online government services
around the world, and Jordan is no exception. However, the acceptance and use of
this novel technology face a number of barriers and challenges, including
technological, human-aspects, social, and financial issues which need to be
considered carefully by governments contemplating the implementation of cloud-based
services.
Drawing on the literature review on the acceptance and use of cloud-based e government services, it is evident that there is still a lack of explanatory power due to
the following reasons: 1) focusing on the adoption and implementation of cloud-based
e-government systems from the supply-side perspective, and therefore there are no
enough studies on the integration between the supply-side and the demand-side as a
single phenomenon. 2) while most of the e-government literature discussed the
acceptance and adoption of traditional e-government services, there has been
relatively little research on the distinguishing characteristics of cloud technology (e.g.
security and trust). In addition, although Jordan made significant efforts in
implementing cloud-based e-government systems since 2014, Jordan still has an
unsatisfied rank with respect to the E-Government Development Index (EGDI) and E Participation Index (EPI). Many researchers state that security is one of the main
determinates to the successful implementation of e-government services, without
investigating this issue in depth. This thesis aims to bridge these gaps in an empirical
manner through introducing a comprehensive investigation to provide a thorough
understanding of cloud services adoption stemming from multiple perspectives, using
an amended theoretical model based on the second version of the Unified Theory of
Acceptance and Use of Technology (UTAUT2).
To achieve this research aim, a mixed-methods approach for data collection was used.
The first stage employed an online questionnaire (220 valid responses and 27
questions) to identify that some e-government challenges still affect the acceptance of
cloud-based public services (e.g. lack of awareness and security). Also, to determine
some of the security concerns relevant to the research context. In the second stage, a
grounded theory approach (18 semi-structured interviews and five questions as an
interview guide) was adopted to explore factors affecting users’ (i.e. citizens’)
perceptions regarding the security of cloud-based e-government services. The results
show five factors influencing perceived security: intangible and tangible characteristics
(ITCS), information security awareness (ISA), interface design quality (IDQ), law and
regulations, and security culture (SC). The third stage applied an online questionnaire to validate the proposed theoretical framework which integrated the findings of the
second stage with the UTAUT2 constructs, trust and perceived security. In this stage,
the theoretical model was evaluated through an online survey (57 Likert five-point scale
questions), and a total of 669 validated responses were analysed with the Structural
Equation Modelling (SEM) technique using Analysis of Moment Structures (AMOS)
version 25.0. The results indicated that performance expectancy (PE), effort
expectancy (EE), social influence (SI), facilitating conditions (FC) and trust (ToEG) of
e-government were found to significantly and positively influence the individuals’
behavioural intention to use cloud-based e-government services. Moreover, perceived
security (PS) significantly influenced trust (ToEG) of e-government. In addition,
intangible and tangible characteristics (ITCS), information security awareness (ISA),
interface design quality (IDQ), law and regulations, and security culture (SC) had a
positive effect on the perceived security of cloud-based public services.
The outcome of this research presents a theoretical framework for studying the
acceptance of cloud services in the Jordanian public sector. Additionally, eighteen
action guidelines corresponding to the eleven factors of this study have been
suggested and five of which have been already implemented or are planned to be
implemented by the Jordanian government. The results of this study will provide
empirical findings for the e-government professionals around the world, especially in
developing countries with a similar context to the Hashemite Kingdom of Jordan, facing
similar obstacles for the acceptance and adoption of cloud-based e-government
services, and aspiring to enhance such services in their countries. The practical
implications, implementation guidelines, theoretical contributions, and limitations of this
work are discussed in the context of providing key directions for future research.
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Type
Thesis
Qualification name
PhD