A Model for the Impact of E-Government’s Readiness and Trust on Quality of Services with the Mediating Role of E-Government Acceptance

The aim of this study was to present a model for the impact of e-government’s readiness and trust on quality of services with regard to the mediating role of e-government acceptance from the view point of IT managers and experts of West Azerbaijan agencies.

The present study was applied in terms of type and descriptive-correlational in terms of method. The statistical population consisted of 314 IT managers and experts of West Azerbaijan Province agencies. Applying stratified random sampling method and Cochran’s formula, 173 individuals were selected. Data were collected by administering questionnaires and were tested using SMART PLS software as well as structural equation modeling to reach the casual model.  

The results of the study show that the following impacts are positive and significant: e-government readiness on e-government acceptance, e-government trust on e-government acceptance, e-government acceptance on quality of e-services, e-government readiness on quality of e-services, and e-government trust on quality of e-services. In addition, e-government acceptance plays a mediating role in the relation between e-government readiness and trust, on the one hand, and quality of e-services, on the other.