تبیین اثرات مزایای دولت الکترونیک بر قصد استفاده مداوم از خدمات دولت الکترونیک، با نقش میانجی اعتماد شهروندان، فرهنگ ملی و شکاف دیجیتال

نوع مقاله : مقاله پژوهشی

نویسندگان

1 استاد گروه مدیریت دولتی و گردشگری، دانشکده علوم اجتماعی، دانشگاه محقق اردبیلی، اردبیل، ایران.

2 دانشجوی دکتری گروه رهبری و سرمایه انسانی، دانشکده مدیریت و علوم سازمانی، دانشکدگان مدیریت، دانشگاه تهران، تهران، ایران.

3 کارشناسی ارشد، گروه رهبری و سرمایه انسانی، دانشکده مدیریت و علوم سازمانی، دانشکدگان مدیریت، دانشگاه تهران، تهران، ایران.

چکیده

پژوهش حاضر  باهدف تبیین اثرات مزایای دولت الکترونیک به‌منظور استفاده مداوم از خدمات دولت الکترونیک در میان شهروندان شهر تهران صورت پذیرفته است تا با بررسی این تأثیر و عوامل میانجی دخیل در آن، به افزایش استفاده از مزایای دولت الکترونیک کمک شود. پژوهش حاضر از حیث فلسفی از پارادایم پوزیتیویست تبعیت می‌کند و  بر اساس معیار هدف در گروه پژوهش‌های کاربردی- توسعه‌ای است و بر اساس معیار ماهیت داده‌ها از نوع پژوهش کمی است. ابزار گردآوری اطلاعات پرسش‌نامه استاندارد است. اعتبار ابزار پژوهش بر اساس آزمون آلفای کرونباخ برای پرسش‌نامه مزایای دولت الکترونیک (75/0)، قصد استفاده مداوم از خدمات دولت الکترونیک (73/0)، اعتماد شهروندان (71/0)، فرهنگ ملی (77/0)، شکاف دیجیتال (79/0) به تأیید رسیده است، جامعه آماری پژوهش شامل شهروندان شهر تهران است. حجم نمونه در این پژوهش با استفاده از نرم‌افزار نمونه‌گیری سمپل پاول برابر با 294 نفر است.  ابزار تجزیه‌وتحلیل داده‌های پژوهش نرم‌افزار آماری SPSS و AMOS است. به‌منظور تعیین وجود یا عدم وجود تأثیر بین متغیرها و برآورد و تعمیم نتایج به‌دست‌آمده از حجم نمونه به جامعه آماری از مدل رگرسیونی ساده با متغیر پنهان، مدل میانجی و مدل مسیر جهت ارزیابی فرضیه‌های پژوهش و مدل مفهومی پژوهش استفاده شده است. یافته‌های پژوهش حاکی از آن بود که مزایای دولت الکترونیک بر قصد استفاده مداوم از خدمات دولت الکترونیک تأثیرگذار است و اعتماد شهروندان، فرهنگ ملی و شکاف دیجیتال دارای نقش میانجی جزئی در تأثیر مزایای دولت الکترونیک بر قصد استفاده مداوم از خدمات دولت الکترونیک هستند.

کلیدواژه‌ها

عنوان مقاله [English]

Explaining Citizens of E-Government Services with the Purpose of Using E-Government Services, with the Role of Social Capital, National Culture and Digital Divide

نویسندگان [English]

  • Habib Ebrahimpour 1
  • SHabnam Zarjou 2
  • Hamid Reza Nematollahi 3
1 Professor, Department of Public Administration and Tourism, faculty of social science, University of Mohaghegh Ardabili, Ardabil, Iran.
2 PHD student of Leadership and Human Capital Department, Faculty of Management and Organizational Sciences, School of Management, University of Tehran, Tehran, Iran.
3 Master's degree, Department of Leadership and Human Capital, Faculty of Management and Organizational Sciences, School of Management, University of Tehran, Tehran, Iran.
چکیده [English]

Abstract
The current research was carried out with the aim of explaining the effects of e-government benefits in order to continuously use e-government services among the citizens of Tehran, to help increase the use of e-government benefits by examining this effect and mediating factors involved in it. The current research philosophically follows the positivist paradigm and is based on the goal criterion in the applied-developmental research group and based on the criterion of the nature of data and the basis of quantitative research. The data collection tool is a standard questionnaire.
Validity of the research tool based on Cronbach's alpha test for the e-government benefits questionnaire (0.75), intention to continuously use e-government services (0.73), citizens' trust (0.71), national culture (0.77), digital divide (0.79) has been confirmed, the statistical population of the research includes the citizens of Tehran. The sample size in this research is equal to 294 people using Sample Powell sampling software. The research data analysis tool is SPSS and AMOS statistical software.
In order to determine the presence or absence of influence between variables and to estimate and generalize the results obtained from the sample size to the statistical population, a simple regression model with a hidden variable, a mediator model, and a path model have been used to evaluate the research hypotheses and the conceptual model of the research. The findings of the research indicated that the benefits of e-government have an effect on the intention to continuously use e-government services, and citizens' trust, national culture, and the digital divide have a partial mediating role in the effect of e-government benefits on the intention to continuously use e-government services.
Introduction
The e-government in Iran suffers from the lack of structural and executive development with the procedures that prevail in Western countries, which definitely national determination and the creation of a comprehensive plan in this direction can solve many problems in the twenty-year vision of the country. According to the mentioned cases, in the present research, an attempt has been made to investigate the effect of all-round factors to improve the use of e-government. Also, although there have been various investigations on the digital divide in past researches, it is necessary to plan this issue and the challenges related to it and its components in every nation in relation to other factors such as the national culture of that country, considering the conditions of that country and its citizens. to become clear.
According to the main problem of the research, which is to explain the benefits of e-government for the willingness and intention of citizens to continuously use e-government services, the question raised in this research is: Are the benefits and services provided by e-government, considering the trust of citizens and despite the digital divide and Does national culture affect the intention to continuously use e-government services?
Case study
Citizens of Tehran
Materials and Methods
Philosophically, the current research follows the paradigm of utilitarianism, based on the goal criterion in the applied and developmental research group, based on the data collection time criterion in the cross-sectional research group, based on the nature of the data and the basis of quantitative and descriptive research, based on the characteristic criteria The research topic or problem of a correlation or concordance research, based on the criteria of the data collection method of a field research using the standardized questionnaire tool that was extracted from the theoretical literature review. The main data collection tool in this research is five questionnaires.
In the current research, the standard questionnaire of Halil Kanineh and Luke Kanneh (2018) to examine national culture and e-government, the standard questionnaire of Van Dijk (2006) to examine the digital gap and e-government, and the standard questionnaire of the benefits of e-government by Gupta et al. 2018), as well as the standard questionnaire of the intention to use e-government services by Serana Sinaka et al. (2018) and the standard questionnaire of citizens' trust Ahono and Van Hu (2020). The spectrum used in the questionnaire of this research is a 5-point Likert scale. In order to analyze the data in this research, quantitative data analysis tools from SPSS and AMOS structural equation modeling and statistical software were used. The statistical population of the present study is the citizens of Tehran, the sample size in this study using Sample Power software is 294 people.
Discussion and Results
The result of the first hypothesis: the amount of influence of the independent variable on the dependent variable has been reported as 0.58, which is an effect with a suitable intensity, and its R2 coefficient is also equal to 0.33, which indicates that 33% of the variance of the dependent variable ( intention to continuously use e-government services) is explained by the independent variable (e-government benefits). In simpler words, 33% of the factor of the intention to continuously use e-government services is related to the variable of e-government benefits. Therefore, the benefits of e-government have an effect on the intention to continuously use e-government services, so the intention to continuously use e-government services can be predicted based on the benefits of e-government in the statistical population.
The result of the second hypothesis: the direct and indirect effect of e-government benefits on the intention to continuously use e-government services is significant. The direct effect of e-government benefits on citizens' trust is significant. The direct effect of citizens' trust on the intention to continuously use e-government services is significant. In general, in this model, since both direct and indirect effects of e-government benefits on the intention to continuously use e-government services have been reported to be significant, it can be concluded that there is mediation and the variable of citizens' trust has a partial mediating role in the effect of e-government benefits on the intention to use It is continuous from e-government services, so the above hypothesis is confirmed.
The result of the third hypothesis: the direct and indirect effect of e-government benefits on the intention to continuously use e-government services is significant. The direct impact of e-government benefits on national culture is significant. The direct effect of national culture on the intention to continuously use e-government services is significant. In this model, since both the direct and indirect effects of e-government benefits on the intention to continuously use e-government services have been reported to be significant, it can be concluded that there is mediation and the national culture variable has a partial mediating role in the effect of e-government benefits on the intention to use continuous of e-government services, so the above hypothesis is confirmed.
The result of the fourth hypothesis: the direct and indirect effect of e-government benefits on the intention to continuously use e-government services is significant. The direct impact of e-government benefits on the digital divide is significant. The direct effect of the digital divide on the intention to continuously use e-government services is significant. In this model, since both direct and indirect effects of the benefits of e-government on the intention to continuously use e-government services are reported to be significant, it can be concluded that there is mediation and the gap variable Digital has a partial mediating role in the effect of e-government benefits on the intention to continuously use e-government services, so the above hypothesis is confirmed.
Conclusion
benefits of e-government have an effect on the intention to continuously use e-government services, and citizens' trust, national culture, and the digital divide have a partial mediating role in the effect of e-government benefits on the intention to continuously use e-government services.

کلیدواژه‌ها [English]

  • e-government
  • citizens' trust
  • digital divide
  • national culture
  • e-services

مراجع

منابع فارسی
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پژوهش های مدیریت عمومی
دوره 16، شماره 62 - شماره پیاپی 62
(علمی- پژوهشی)
اسفند 1402
صفحه 131-160

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