Antecedents and outcomes of e-government usage among employees of the federal authority on identity and citizenship: the moderating role of self-efficacy / Yousef Abdulla Alhammadi

As the future of public sector services, e-government has become a global standard for high-quality services and infrastructural and resource utilisation. Furthermore, in the past few decades, information and communications technology (ICT) has transformed all aspects of life. Thus, this study identified the key determinants of e-government usage, its implications for the Federal Authority of Identity and Citizenship (ICA) employees in the United Arab Emirates (UAE) and the roles of e-government services in fulfilling specific aspirations. In the digital era, the UAE aspires to pioneer egovernment public services within its region. Digitised public services is one of the most essential sectors, with implications for the future progress of nations. To address the gaps in the research, this study established and authenticated relevant research has offered suggestions for technology adoption and usage-oriented theories and models. This study established and authenticated a multi-dimensional model that enables a better comprehension of the multiple factors influencing ICA employees’ egovernment service utilisation and its impacts on performance by adapting the DeLone and McLean information system success model (DMISM). Primary study data were gathered from ICA employees in the UAE using a questionnaire survey. All participants had utilised or currently employed e-government services. A total of 406 valid responses were obtained. Additionally, structural equation modelling (SEM) was implemented using SMART-PLS 3.0 and AMOS software to identify the importance levels of various associations and interactions between the evaluated factors. The study also proposed a model based on the goodness of fit to the research data, which explained 47% of the variance in the impact of performance on e-government services. The multivariate analysis resulted in four primary findings. First, user satisfaction (SAT) and actual usage (USE) were significantly influenced by the overall quality (QUL) of e-government services. Second, USE was substantially influenced by SAT. Third, SAT and USE can forecast the overall performance of e-government services. Lastly, selfefficacy (SE) was a substantial moderator of the QUL–SAT and QUL–USE correlations. The findings elucidate how UAE public sector employees’ e-government service adoption and usage can be forecasted or affected. Notably, the study outcomes have implications for future UAE e-government implementation techniques. For example, the implementation and adoption of optimal and versatile e-government systems could facilitate public sector employee training programmes and promote continued e-government service usage, potential and benefits.