The E-Government Systems Services and Its Impact on the Public Jordanians Trust from the Software Quality Factors Perspective

During the past years many attempts made to raise the success rate of e-government systems, by improving software quality models and quality factors. This will lead to increased customer satisfaction and trust in these systems. This paper examines the effect of the quality of Jordan's e-government systems on the user's trust. Quality factors are affected according to the different cultures, this led to the mismatch of quality factors for trust during our review of research. Therefore, we focused on measuring the most important quality factors related to trust for the Jordanian citizen, which have a direct trust impact, and thus trying to overcome the problem of mistrust in electronic government systems. Quantitative methods were relied upon to obtain useful results, and that was through conducting a questionnaire for a sample of Jordanian citizens who received services from the Jordanian electronic government systems. The results indicate that the citizen’s trust in the Jordanian electronic government systems is affected by the quality factors of the systems, so it must be taken into account during the development of any government system in Jordan these factors are protection, mobility, ease of use, and the most influential among them, which is efficiency.