E-government familiarity influence on Jordanians’ perceptions

• The influence of e-government familiarity on Jordanians’ perceptions.
• Multi method approach with two samples and two surveys.
• Significant influence of familiarity of e-government.
• Perceived usefulness and privacy and security assurance are significant predictors of trust in e-government.
• Important issues like: awareness of service provision details, digital divide, and social change.

E-government is becoming an important topic and is attracting more and more research. Its adoption is determined by many factors among which user’s familiarity is not a well researched one. Without a real longitudinal research, familiarity cannot be investigated. To explore the influence of e-government familiarity, we utilized two samples with two different objectives. The first sample utilized 241 responses to understand the relative awareness of 20 concepts that are known to belong to e-government topic. The second sample included a two stage method, with an extended survey. A survey including the 20 concepts and an additional 14 items measured four constructs: perceived usefulness, perceived ease of use, privacy and security assurance, and trust in e-government. The second survey was distributed to a class of 50 students at the start of an e-government course and at the end of it.Results of the first survey indicated high levels of awareness in regard to service provision, time and location, and necessity of information needed. Dimensions like digital divide (gender and accessibility) and social change were among the highly recognized topics. On the other hand, e-participation and political concepts of e-government were moderately perceived by the sample. Results of the second sample indicated a significant influence of familiarity with e-government (gained from the course content) on 14 items out of the 20 used. Also, perceived usefulness and privacy and security assurance were significant predictors of trust in e-government. Finally, all item means increased in the second stage except for one item only. Governments need to raise awareness regarding e-government initiatives and improve citizens’ familiarity with the topic.