Determining Factors Influencing Establishing E-Service Quality in Developing Countries

Abstract

This paper aims to investigate e-government in Yemen in terms of the extent of e-government application, the main obstacles to implementing e-government, and its contribution to achieve administrative development in developing countries. This study used descriptive and inferential analysis methods to make a contextual and in-depth analysis of e-government in Yemen. The results indicate that the most important obstacles of implementing e-service quality in Yemen as a developing country could be summarized as lack of qualifications, digital divide, weak technological infrastructure, lack of funding, lack of regulatory frameworks, development strategies, legal framework, government instability, and confidence in electronic services. This study recommends government officials and policymakers in developing countries to improve the infrastructure of e-government and seek to correct imbalances that cause delays in implementing e-government regularly. This study will open the way for more field studies on this topic in various types of institutions.