Do E-Government Services Affect Jordanian Customer Loyalty?

Abstract

E-governance could be understood as the performance of the governance via the electronic medium to facilitate a transparent, efficient, and speedy process for making information readily available to the public, government organs, and other social agencies to perform administration activities of the government. Likewise, e-governance has become the most adopted instrument to transform government functionaries in service delivery. Therefore, the current study was carried out to investigate the effect of e-government services dimensions (Protection Perception, Data Protection Act, Available Information, and Government Commitment) on Jordanian customer loyalty. This study adopted a quantitative research method to gather data from customers related to the e-governance service facilities in Jordan. The findings showed that Information and Communication Technology (ICT) advancement through the adoption of e-governance is not significant in Jordan. Along with adoption, the performance indices related to e-governance showed poor performance of the Jordanian government's official website. The commitment such as REACH25 of Jordan aims to digitize government services on the public platform. Absent of a dedicated data protection act and regulation makes it harder for government agencies to deal with the data breach issue. To protect customers' loyalty to the e-governance of Jordan, its government needs to address the grievances of the customers that suffer from online fraud. Accordingly, it has become imperative for the Jordanian government to adopt the best practices of e-governance from developed countries to enhance their customer's experiences. Jordanian government could adopt the data protection act in line with the European Union's general data protection regulation to protect data flow across boundaries. By adopting robust data regulation, the Jordanian government could ensure that the generated data is processed and stored in the country and other regulations regarding sharing data between countries