Making Digital Government More Inclusive: An Integrated Perspective

Abstract

This study aims to identify the key factors that can contribute to making digital government more inclusive. This study developed a research model based on integrating the theory of e-government adoption and innovation resistance theory. The empirical testing was carried out in Saudi Arabia, which is widely considered one of the most progressive nations in the Middle East in terms of digital government transformation. In total, 412 people participated in this study. This study used structural equation modeling to validate the integrated model. Based on this study’s findings, this study identified the primary factors that can help make digital governments more inclusive. The most crucial elements are perceived compatibility, perceived awareness, availability of resources, perceived information quality, perceived trust, perceived functional benefits, and perceived service response. The results of this research inform government officials and policymakers in their move toward the goal of inclusive and easily accessible digital government services.

Keywords

• structural equation modeling
• digital public services
• e-government adoption model
• innovation resistance theory
• digital inclusion