Research and Review Available Online at Research ISSN 0976

Home , Al Bahah

International Journal of Contemporary Research and Review Available Online at www.ijcrr.in Research ISSN 0976 – 4852 CrossRef DOI: http://dx.doi.org/10.15520/ijcrr/2017/8/12/388

December, 2017|Volume 08|Issue 12|

Section: Engineering and Technology

Analyzing the Quality of Saudi E-Government Municipalities' Websites Services Using Layne and Lee model

Shatha Ali Al Asem1, Fatmah Abdulrahman Baothman2*

1Information System Department, King Khalid University, Abha 62529, Kingdom of Saudi Arabia. 2Information System Department, Faculty of Computing and Information Technology, King Abdulaziz University, Jeddah 21589, Kingdom of Saudi Arabia. *Correspondence Author Received 2017-10-05; Accepted 2017-12-06

Abstract: Government website attributes are indispensable in aid of interface with its services, and an evaluation of the stages of advancement for these sites is imperative to systematic assistance delivery. This research aims to support new Saudi e-government initiatives and to incorporate a more diverse range of citizens in e- governance. The work evaluated the features of nineteen municipality websites for four regions, Aseer, Najran, Jazan, and Al Bahah, in south of Saudi Arabia using content analysis and Website Attribute Evaluation System (WAES). The tool measures specific indicators of performance assessment at each stage of the four stages of Layne and Lee model approach namely vertical integration attributes, information content, transactions and horizontal integration based on the twenty-nine selected content measures. To estimate the differences and associations between regions‟ websites plus examining the developmental growth of the four-stage model, ANOVA and chi-square tests were applied.

Keywords: E-government, evaluation, Layne and Lee model, municipalities websites services, Saudi Arabia.

Introduction: Information technology plays a significant role in transforming how governments interact with each other and how they deliver services to their citizens every day [1]. The introduction of electronic government has dramatically changed how governments relate to citizens [2]. It has provided an opportunity to obtain fast electronic access to government services and information, unlimited to time or location constraints, enhancing efficiency and effectiveness of the government [3,4]. E-government facilities provide improved connectivity between businesses, citizens and government sectors [5]. Thus, an examination of such websites and their development stages are necessary for efficient services by developing countries such as the Kingdom of Saudi Arabia (KSA). The government of Saudi Arabia (SA) is strongly supporting high-quality official e-services [6]. In 2005, SA launched the first application of e-government services called „YESSER‟. However, the slow progress of interactive services offered by SA, such as southern municipalities‟ websites for their limited information and one-way communication channels, poorly reflected the ranking of e-government performance as International Journal of Contemporary Research and Review, Vol. 8, Issue. 12, Page no: TC 20371-20388 doi: http://dx.doi.org/10.15520/ijcrr/2017/8/12/388 Page | 20371 Shatha Ali Al Asem et al. Analyzing the Quality of Saudi E-Government Municipalities' Websites Services Using Layne and Lee model indicated by the United Nations e-government survey reports [7]. The Cyberspace Policy Research Group (CyPRG) evaluates webs for governments world wide. They focus on organizational transparency, interactivity, and openness using the Website Attribute Evaluation System (WAES), which was developed by their team in 1997 [8]. The main goal of WAES is to determine the necessary improvements of government websites over time using some models to empirically validate the expectations from these websites step by step, by going through e-government stages. Stages models concentrate on e-government process developments occurring in phases, and measures the degree of development of that e-government initiative [9]. Some models contain four stages such as Layne and Lee (2001) [10] and Gartner [11], but miss the political factors influencing changes in government decisions [12]. However, other models include five or six stages such as Hiller and Belanger (2001) [13] and Deloitte and Touche (2001) [14] consequently. The former one focused on web-based public services, while the latter one was customized to users‟ services measured from users‟ perspectives. Furthermore, some e-government stage models relate to types of services, policies, and economics. In the four-stage model like Layne and Lee, there is a considerable distance between the catalogue and transaction stages, as well as between horizontal and vertical integration stages [15]. Zahran et al. (2014) also proposes a new way to observe and select evaluation techniques build on the purpose and plans of the assessment [16]. They had demonstrated that the decision of choosing the suitable evaluation technique(s) depends critically on the motive of the evaluation. Researchers and academics have proposed various types of e-government development models to guide and benchmark e-government development [17]. These models that outline and consider several stages of e- government development are popularly called maturity models. The main aim of designing these maturity models is to offer governments the ability to guide, benchmark, and measure the advancement of e- government [18]. Alsheha (2007) examined the efforts to implement e-government programs in Saudi Arabia through quantitative analysis and suggested that various recommendations may help to improve the capacity of e-government programs to enhance the efficiency, usefulness, and effectiveness of governmental services for all citizens and residents in KSA [19]. Using qualitative approach, AlAwadhi and Morris (2009) inspected 249 Kuwaiti students‟ attitudes toward e-government services and reported that most of the participants believed that e-government services were useful to them [5]. Al-Nuaim (2011) assessed the current state of adopting e-government in KSA by evaluating the ministries‟ websites using the citizen- centred approach [20]. The study evaluated the stages of Saudi e-government websites to address their problems. The results showed that 41% of the total ministries had not implemented the basic features of services nor met the citizens‟ needs, which caused people frustration and dissatisfaction due to the lack of transactional services. In 2012, two significant studies were conducted. Al Shehri et al. (2012) applied the Unified Theory of Acceptance and Use of Technology (UTAUT) model to explore the issues affecting civilian acceptance of e- government services in KSA [21]. While Alhomod et al. (2012) conducted a comparative analysis of three different models and frameworks to develop best practices in e-government [22]. The results showed a positive outcome on user acceptance of e-government services, but social factors have little or no effect on individuals to use e-government services. It was agreed that each model which was specifically employed only to an area of e-governance could also be broadened to different areas. Several other studies in 2012 discussed different e-government maturity models in KSA. Alshomrani (2012) compared the development of e-government in KSA and USA, prepared a group of survey reports with United Nations from 2003 to 2010 and suggested countermeasures that may help to develop e-government programs in KSA [23]. Alshomrani and Qamar (2012) introduced an acceptable methodology to review e-government programs; the results showed that the values of Saudi e-government weaknesses and threats are lower than those of its strengths and opportunities [7]. Alfarraj et al. (2012) introduced the issue of e-government implementation in Saudi Arabia via the ministry websites. They recommended that Saudi municipality websites require improvement to deliver comprehensive services to the public [24]. A comparative study was undertaken by Alghamdi and Beloff (2014) to investigate the acceptance of different popular theories, models and utilities of e-government applications [6]. The authors developed a comprehensive framework using E-Government Adoption and Utilization Model (EGAUM) and analyzed the multiple influencing factors of adoption and utilization in SA e-government services. The proposed International Journal of Contemporary Research and Review, Vol. 8, Issue. 12, Page no: TC 20371-20388 doi: http://dx.doi.org/10.15520/ijcrr/2017/8/12/388 Page | 20372 Shatha Ali Al Asem et al. Analyzing the Quality of Saudi E-Government Municipalities' Websites Services Using Layne and Lee model model was tested and validated by the users of e-government services to determine the influencing factors of the actual adoption of e-government. Recently, another aspect of assessment, citizen satisfaction, was investigated by Almarshad (2015) especially as it concerned public awareness about e-government success factors [25]. The results revealed that municipal awareness associated positively and linearly with citizen satisfaction. These findings have identified the main indicators of municipal awareness and their effects on citizen satisfaction: discussion, learning, participation in municipal achievements, and programs with the quality of municipal services. This paper aims to assess the extent of e-services and e-government coverage offered by KSA national authorities via websites of the southern municipalities, and to ascertain the extent to which they address citizens‟ demands. It also aims to develop new mechanisms and plans to support new Saudi e-government initiatives according to the development phases of the Layne and Lee model to distinguish contributing factors that could influence the effectiveness of e-government in the southern Saudi municipalities. To achieve these aims, we proposed 2 hypotheses: (1) there will be a difference in results between websites of southern municipalities in terms of their services and functions and (2) based on Layne and Lee model, there will be more compliance with the earlier stages of the model than with the later stages, for testing. Furthermore, this study focuses on addressing the following research questions: 1) Are the websites of southern municipalities progressing faster than other websites through the e-government development stages of Layne and Lee based on their types of functions and services? 2) Do the websites of southern governmental municipalities progressing according to the model for e-government developed by Layne and Lee? 3) What factors may influence the implementation of e-government in southern region of Saudi Arabia? 4) What is the appropriate design for the southern municipality websites based on Layne and Lee model? Methodology: Based on the services and information of the municipalities‟ websites, we anticipated different score counts in e-government development among these websites over Layne and Lee‟s four stages. Therefore, we considered the impact of their functionalities on government information, communication, and online interaction services. We attempted to improve multiple categories to classify e-government functions in order to introduce better presentation of the variations in the performance of the municipalities‟ websites according to the stages of the Layne and Lee model. We identified five categories: no presence, stage one, stage two, stage three and stage four. We used the Layne and Lee model as a framework to go through the four stages with the advancement in the functions and services provided by the chosen municipalities. In practice, the stage model provided by Layne and Lee might result in greater development in the earlier stages of the development of e-government than in later stages. Samples studied: In the present study, we analyzed 19 websites in four southern Saudi Arabian municipalities. Out of 38 municipalities in Aseer, only five have online presence (Aseer, Al Harjah, Khamis Mushayt, Ahad Rafidah and Bisha); 26 municipalities in Jazan with only one website available for Jazan municipality; 9 municipalities in Najran with only one website available for Najran municipality; and 12 municipalities in Al Bahah where all have web presence (Al Bahah, Baljurashi, Qilwah, Al Mandaq, Al Makhwah, Al Aqiq, Al Karra, Bani Kber, Al Hajrah, Ghamid Alzinad, Ma‟ashoqah, and Bani Hasan). Layne and Lee model: From a technical perspective, most of the investigated websites did not have English web pages. We attempted to find all the websites associated with the mentioned municipalities to cover all the e-services provided. The progress indicators in e-government implementation were identified using Layne and Lee‟s e- government maturity stage model. Further, we tested our sample based on a descriptive statistical analysis and the framework that we have defined above. To analyze a specified sample, the Layne and Lee stage model was studied as a framework for e-government maturity models because of its wide use in e- government development. The measures for e-government progress were extracted from a study conducted by Yimbo (2011) [26]. Consequently, we analyzed the data using the direct observation and descriptive International Journal of Contemporary Research and Review, Vol. 8, Issue. 12, Page no: TC 20371-20388 doi: http://dx.doi.org/10.15520/ijcrr/2017/8/12/388 Page | 20373 Shatha Ali Al Asem et al. Analyzing the Quality of Saudi E-Government Municipalities' Websites Services Using Layne and Lee model statistical methods of the Layne and Lee stage model and determined the status of these municipalities‟ websites. The Layne and Lee model includes a set of items that represents the four stages of e-government development and this set corresponds to the coding categories. Based on this, the coding scheme included different numbers of items for each category. We followed the norms of empirical research and reflected the varied types of indicators of the content and functionalities related to it. Likewise, the analysis of web content commonly includes how to categorize every website with content coding tools; this was performed by deciding whether there is the presence or absence of each coding item. Thus, it is also important to ensure the intercoder reliability while examining websites in detail. Intercoder reliability refers to the determination of how reliable nominal data terms are, when defining the percent agreement. This was performed by counting the number of agreed-upon decisions of the coding items. The formula used to compute the demonstration of intercoder reliability is as follows: the summation of the number of agreed-upon coding decisions divided by the total number of decisions coded in the coding scheme. WAES was implemented to provide e-government measurements and functions, along with categories for information, interactions and transactions. Further, it was used to establish useful evidence on the presence, absence and status of content. Many items exist to evaluate e-government progress with, and most of the items are based on the extracted indicators. We used 29 indicators for deciding the presence or absence of web content and related features. Doing so enabled us to measure the stage of e-government progress and to evaluate the municipalities‟ websites. There was set of coding items for each stage: eight coding items in the catalogue category; nine coding items in the transaction category; seven coding items in the vertical integration category; and five coding items in the horizontal integration category. Table 1 shows the Layne and Lee four-stage model and the corresponding coding items. Table 1: Coding measures per stage: Vertical Catalogue Transaction Horizontal Integration Integration 1. Future vision 1. Provides the 1. Provides links to the list 1. Provides other addresses of the municipality‟s contact of elements within the for agencies of government municipality. information. municipality. related to the issue. 2. Mission 2.Provides telephone 2. Provides links to the 2. Provides other addresses statement of the numbers for employees sublevels in the for government agencies municipality. and the secretary of the municipality‟s unrelated to the current 3. Organization municipality. organizational chart. issue. chart. 3. Provides the 3. Provides links to relevant 3. Provides links to external 4. necessary submission external government government addresses Municipalities‟ forms for download. addresses. related to the issue. affiliate 4. Provides an option to 4. Provides links to external 4. Provides links to external addresses. complete and submit government addresses for government addresses not 5. Published forms online. nonrelated issues. related to the issue. website 5. Provides automatic 5. Provides links to 5. Provides links to materials. messages, indicating the information sources of information sources of 6. Index for expected time of reply external issue-related external issue-related archived from the municipality. nongovernmental nongovernmental documents, such 6. Provides address of e- organizations. organizations. as reports. mail links to the 6. Provides links to resume 7. Free secretary and employees the decision-making publications of the municipality. process. available for 7. Provides forms for 7. Provides an English download or suggestions or language option on the site print. complaints to the for foreign visitors. 8. Link to secretary of the information, municipality. International Journal of Contemporary Research and Review, Vol. 8, Issue. 12, Page no: TC 20371-20388 doi: http://dx.doi.org/10.15520/ijcrr/2017/8/12/388 Page | 20374 Shatha Ali Al Asem et al. Analyzing the Quality of Saudi E-Government Municipalities' Websites Services Using Layne and Lee model laws, and 8. Provides a regulations. subscription to send newsletters. 9. Provides links with other municipality addresses.

Statistical analysis: Statistical Package for Social Sciences (SPSS) version 22.0 (IBM Company, NY, USA) was used for analyzing the data. We used a descriptive analysis approach and summarization measures such as frequency counts, tables, and tests of the importance. We also used chi-square tests to find the counts in terms of percentages and the relationship between cross-tabulated variables and scores. These elements of data analysis are used for the examination of the applicability of a growth model and the framework of Layne and Lee‟s four-stage model in the evaluation of the development of e-government in the southern region of Saudi Arabia. Ethics statement: Ethical clearance for the study was obtained from Ethics Review Committee, Faculty of Computing and Information Technology, King Abdulaziz University, Jeddah, Kingdom of Saudi Arabia, and the study protocol was conducted according to the guidelines of the declaration of Helsinki. Results and Discussion: Some statistical information of the investigated websites is shown in Table 2. The information simplifies the process of analyzing the websites by showing the number of pages in English, the number of available websites, the number of surveyed websites, and the number of websites not yet established. Table 2: Statistical information about the websites: Name of Number of Number of websites Number of Number of websites municipality available with English pages surveyed not established yet websites websites Aseer 5 0 5 33 Najran 1 0 1 25 Jazan 1 0 1 8 Al Bahah 12 0 12 0 Total 19 0 19 66

Stage I-Cataloguing: In this stage, a state website provides a web presence that enables citizens, employees, residents, and businesses to get information regarding each municipality by browsing the web portals. At this stage, a great deal of the workload comes from new technology, education, and the demands of residents and stakeholders of the e-government. There is not much internet expertise in the government at this stage yet, but there are small projects with minimized risks. The static content of governmental agencies is put on websites, which is important because it gives people access to government information online, mitigating the time consumed for both sides regarding the enquiring and answering of common questions. Therefore, it can improve the citizens‟ satisfaction and minimize the employees‟ workloads. Many challenges are faced during this stage despite its simplicity. For example, many resources are allocated to meet the different requirements of the departments. Therefore, the maintenance of information, dates, and announcements is needed periodically to update web pages and to maintain data consistency. Finally, privacy issues, such as data collected on the length of time spent on each page for searching, should not be used without first informing visitors (Layne and Lee, 2001) [10]. International Journal of Contemporary Research and Review, Vol. 8, Issue. 12, Page no: TC 20371-20388 doi: http://dx.doi.org/10.15520/ijcrr/2017/8/12/388 Page | 20375 Shatha Ali Al Asem et al. Analyzing the Quality of Saudi E-Government Municipalities' Websites Services Using Layne and Lee model It is clear from the Table 3 that not all the websites support all these elements. First, the Amanah Aseer region successfully achieved the first stage of the Layne and Lee four-stage model. Amanah Najran and Amanah Jazan also had most of the elements of the first stage because they achieved scores of 7 and 6 out of 8, respectively. On the other hand, Khamis Mushayt, Ahad Rafidah and Al Harjah achieved scores of 3, 2 and 2 respectively, whereas Bisha scored 0. Table 3: First stage of the Layne and Lee model: Indicators Layne and Lee Future Mission Organizati Municipali Publish Index Free Link to Total per model vision of statement on-al chart ties ed for publicati informati municipa stages municipa of the affiliated website archived ons on, laws lity lity municipa addresses materi docume available and lity als nts, such for regulatio as downloa ns reports d or print Aseer 1 1 1 1 1 1 1 1 8 Bisha 0 0 0 0 0 0 0 0 0 Al 0 0 0 0 1 0 1 0 2 Harjah Ahad 0 0 0 0 1 0 1 0 2 Rafidah Khamis 0 0 1 0 1 0 1 0 3 Mushayt Amanah 1 1 0 1 1 1 1 1 7 Najran Amanah 0 0 1 1 1 1 1 1 6 Jazan Al Bahah 1 0 1 1 1 1 1 1 7 Baljurash 0 1 0 1 1 1 1 1 6 i Qilwah 1 0 0 1 1 1 1 1 6 Al 0 0 0 1 1 1 1 1 6 Mandaq Al 0 0 0 1 1 1 1 1 5 Makhwa h Al Aqiq 0 1 0 1 1 1 1 1 6 Al Karra 0 0 0 1 1 1 1 1 5 Bani 1 0 0 1 1 1 1 1 6 Kber Al 0 0 0 1 1 1 1 1 5 Hajrah Ghamid 0 0 0 1 1 1 1 1 5 Alzinad Ma‟asho 0 0 0 1 1 1 1 1 5 qah Bani 1 0 0 1 1 1 1 1 6 Hasan Sum of 6 4 4 15 18 15 18 15 96 indicator s per criteria

Stage II-Transactional: In this stage, government websites emerge and the government exploits the value of the internet to fulfill the citizens‟ requirements instead of relying on the traditional ways of publishing International Journal of Contemporary Research and Review, Vol. 8, Issue. 12, Page no: TC 20371-20388 doi: http://dx.doi.org/10.15520/ijcrr/2017/8/12/388 Page | 20376 Shatha Ali Al Asem et al. Analyzing the Quality of Saudi E-Government Municipalities' Websites Services Using Layne and Lee model government information. The development of e-services provides electronic transactions for better service delivery. The democratic process is wider than the cataloguing stage in terms of having more efficient capabilities and services through the implementation of interactive conversations. This stage is considered to be the starting point of changing the way a government and its citizens communicate and interact. Hence, the citizens can contact their government anytime without the need to wait or travel. Two-way communication is guaranteed at this stage; the citizens can download forms and the government can provide confirmation and receipts. In other words, the citizens transit from a passive to an active state by participating in online forums. The web interfaces should be integrated with several functionalities. Thus, confidentiality, security and authentication restrictions should be enforced to handle numerous users and to assess users‟ demands to determine how to provide citizens with an integrated interface (Layne and Lee, 2001) [10]. In the second stage, electronic communication devices such as chat, phones, e-mail, forms and social media are used to a large extent. The most essential characteristic for exceeding this stage is to provide users with the capability to reach online services faster than other websites equipped with similar features. Table 4 shows that none of the evaluated municipalities achieved all the elements of the second stage of the Layne and Lee four-stage model. Specifically, the Amanah Aseer region received the highest score of 7 out of 9. The three municipalities of Jazan, Najran and Khamis Mushayt recorded scores of 6. Finally, Ahad Rafidah and Bisha received scores of 3 whereas the score of Al Harjah was 4. Table 4: Second stage of the Layne and Lee model: Indicators Layne and Lee Provides Provide Provide Provid Provid Provides Provides Provide Provide Total model the s s the es an es addresses forms for s a s links per stages municipali telepho necessar option automa of e-mail suggestio subscr- with munici ty’s ne y to tic links to ns or iption to other pa-lity contact number submiss compl messag the complain send munici informatio s of ion ete es secretary ts to the newslett pa-lity n employ forms and indicati and secretary ers address ees for submit ng the employee of the es downloa forms expecte s of the municipa d online d time municipa lity of reply lity Aseer 1 0 1 1 1 0 1 1 1 7 Bisha 1 0 1 1 0 0 0 0 0 3 Al 1 0 0 1 1 0 1 0 0 4 Harjah Ahad 1 0 0 1 0 0 1 0 0 3 Rafidah Khamis 1 1 1 1 0 1 1 0 0 6 Mushayt Amanah 1 0 0 1 1 0 1 1 1 6 Najran Amanah 1 0 1 1 1 0 1 1 0 6 Jazan Al Bahah 1 0 1 1 0 0 1 0 0 4 Baljuras 1 0 1 1 0 0 1 0 0 4 hi Qilwah 1 0 1 1 0 0 1 0 0 4 Al 1 0 1 1 0 0 1 0 0 4 Mandaq Al 1 0 1 1 0 0 1 0 0 4 Makhwa h Al Aqiq 1 0 1 1 0 0 1 0 0 4

International Journal of Contemporary Research and Review, Vol. 8, Issue. 12, Page no: TC 20371-20388 doi: http://dx.doi.org/10.15520/ijcrr/2017/8/12/388 Page | 20377 Shatha Ali Al Asem et al. Analyzing the Quality of Saudi E-Government Municipalities' Websites Services Using Layne and Lee model Al Karra 1 0 1 1 0 0 1 0 0 4 Bani 1 0 1 1 0 0 1 0 0 4 Kber Al 1 0 1 1 0 0 1 0 0 4 Hajrah Ghamid 1 0 1 1 0 0 1 0 0 4 Alzinad Ma‟asho 1 0 1 1 0 0 1 0 0 4 qah Bani 1 0 1 1 0 0 1 0 0 4 Hasan Sum of 19 1 16 19 4 1 18 3 2 83 indicato rs per criteria

Stage III-Vertical Integration: In this stage, the automated and digitized services of the government should be moved toward transformation, making them not only available online but also maintaining services according to several changes. In addition, the government needs to re-conceptualize its services, making them have long-term functionalities that can adapt to technological and organizational changes. The expectations of the citizens and the need of vertical integration at different levels brings in the importance of connecting different databases of government agencies that exist within the same functional walls. The importance of communication and integration-oriented technologies appears in this stage. The restrictions of e-government development should be minimized at several levels, and the limitations between different content items should not be distinguished when the user moves from one agency to another. In particular, the scope of the processes and tasks performed by the employee responsible for maintaining the website and its content are extended beyond the boundaries between functional departments (Layne and Lee, 2001) [10]. As Table 5 shows, none of the analyzed websites have successfully achieved the third stage of the Layne and Lee four-stage model. Thus, only three municipalities achieved scores of 4 out of 7. Unfortunately, three municipalities‟ websites achieved a score of only 1 out of 7 whereas one website scored 0. Table 5: Third stage of the Layne and Lee model Indicators Layne and Lee Provides Provides Provides Provides Provides Provid Provid Total per model links to links to links to links to links to es links es an municipali stages the list of the relevant external informatio to English ty elements sublevels external governme n sources of resume langua within the in the governme nt external the ge municipali municipali nt addresses issue- decisio option ty ty addresses for nonrelated ns on the organizati related non- process site for on chart issues governmen foreign tal visitors organizatio ns Aseer 1 1 1 1 0 0 0 4 Bisha 0 0 0 0 0 0 0 0 Al Harjah 0 1 0 0 0 0 0 1 Ahad 0 1 0 0 0 0 0 1 Rafidah Khamis 0 1 0 0 0 0 0 1 Mushayt International Journal of Contemporary Research and Review, Vol. 8, Issue. 12, Page no: TC 20371-20388 doi: http://dx.doi.org/10.15520/ijcrr/2017/8/12/388 Page | 20378 Shatha Ali Al Asem et al. Analyzing the Quality of Saudi E-Government Municipalities' Websites Services Using Layne and Lee model Amanah 1 1 1 1 0 0 0 4 Najran Amanah 1 1 1 1 0 0 0 4 Jazan Albaha 1 1 0 0 0 0 0 2 Baljurashi 1 1 0 0 0 0 0 2 Qilwah 1 1 0 0 0 0 0 2 Al 1 1 0 0 0 0 0 2 Mandaq Al 1 1 0 0 0 0 0 2 Makhwah Al Aqiq 1 1 0 0 0 0 0 2 Al Karra 1 1 0 0 0 0 0 2 Bani Kber 1 1 0 0 0 0 0 2 Al Hajrah 1 1 0 0 0 0 0 2 Ghamid 1 1 0 0 0 0 0 2 Alzinad Ma‟ashoq 1 1 0 0 0 0 0 2 ah Bani 1 1 0 0 0 0 0 2 Hasan Sum of 15 18 3 3 0 0 0 39 indicator s per criteria

Stage IV-Horizontal Integration: From a citizen‟s viewpoint, the full potential of information technology can only be attained with the horizontal integration of e-services across different functional barriers and government agencies. The functions of services become stronger, and the boundaries are mitigated as more official managers begin to make use of the benefits and advantages of internet. Usually, people demanding help from governments want more than a service. In stage four, horizontal integration, the features of greater coordination between diverse agencies for several services are significantly expanded upon. The intersecting diverse functional zones of different databases connect with each other and preferably share information gained through one government agency with the functionalities of other government agencies. Horizontal integration means integrating multiple systems through different functions to attain a transaction by automatically comparing one agency‟s results against those of other government agencies that provide similar functions. Theoretically, integrating various databases becomes an issue; the solution for the conflicts in the requirements of governmental systems, functions and agencies is mainly undefined for any government that is in the process of achieving this stage. However, well-defined commonly applied government procedures may not be effective or citizen-friendly when put on the internet. Functional concentration may not be appropriate as a leading construction in e-government. From an e-government perspective, managing and controlling the procedures across government staff may cause an issue in the process of re-evaluating e-government development (Layne and Lee, 2001) [10]. None of the evaluated municipalities‟ websites completely achieved this stage of the e-government maturity model. As shown in Table 6, all the municipalities‟ websites recorded a score of 1 out of 5, except for Bisha which scored 0.

International Journal of Contemporary Research and Review, Vol. 8, Issue. 12, Page no: TC 20371-20388 doi: http://dx.doi.org/10.15520/ijcrr/2017/8/12/388 Page | 20379 Shatha Ali Al Asem et al. Analyzing the Quality of Saudi E-Government Municipalities' Websites Services Using Layne and Lee model Table 6: Fourth stage of the Layne and Lee model. Indicators Layne and Lee model Provides other Provides other Provides links Provides links Provides links to Total per stages addresses for addresses for to external to external information municipality agencies of government government government sources of government agencies addresses addresses not external issue- related to the unrelated to related to the related to the related non- issue the current issue issue governmental issue organizations Aseer 0 0 0 1 0 1 Bisha 0 0 0 0 0 0 Al Harjah 0 0 0 1 0 1 Ahad 0 0 0 1 0 1 Rafidah Khamis 0 0 0 1 0 1 Mushayt Amanah 0 0 0 1 0 1 Najran Amanah 0 0 0 1 0 1 Jazan Al Bahah 0 0 0 1 0 1 Baljurashi 0 0 0 1 0 1 Qilwah 0 0 0 1 0 1 Al Mandaq 0 0 0 1 0 1 Al 0 0 0 1 0 1 Makhwah Al Aqiq 0 0 0 1 0 1 Al Karra 0 0 0 1 0 1 Bani Kber 0 0 0 1 0 1 Al Hajrah 0 0 0 1 0 1 Ghamid 0 0 0 1 0 1 Alzinad Ma‟ashoqah 0 0 0 1 0 1 Bani Hasan 0 0 0 1 0 1 Sum of 0 0 0 18 0 18 indicators per criteria A summary of all the stages of the Layne and Lee model is shown in Table 7 that explains the total points recorded by each stages per website. Table 7: Summary of the Layne and Lee four-stage model: Name of First stage: Second stage: Third stage: Vertical Fourth stage: Sum of municipality Cataloguing Transaction integration Horizontal integration stages Amanat Aseer 8 7 4 1 20 Bisha 0 3 0 0 3 Al Harjah 2 4 1 1 8 Ahad Rafidah 2 3 1 1 7 Khamis 3 6 1 1 11 Mushayt

International Journal of Contemporary Research and Review, Vol. 8, Issue. 12, Page no: TC 20371-20388 doi: http://dx.doi.org/10.15520/ijcrr/2017/8/12/388 Page | 20380 Shatha Ali Al Asem et al. Analyzing the Quality of Saudi E-Government Municipalities' Websites Services Using Layne and Lee model Amanah 7 6 4 1 18 Najran Amanah Jazan 6 6 4 1 17 Al Bahah 7 4 2 1 14 Baljurashi 6 4 2 1 13 Qilwah 6 4 2 1 13 Al Mandaq 6 4 2 1 13 Al Makhwah 5 4 2 1 12 Al Aqiq 6 4 2 1 13 Al Karra 5 4 2 1 12 Bani Kber 6 4 2 1 13 Al Hajrah 5 4 2 1 12 Ghamid 5 4 2 1 12 Alzinad Ma‟ashoqah 5 4 2 1 12 Bani Hasan 6 4 2 1 13 Total 96 83 39 18 236

The Figure 1 (a) shows a pie chart of the two defined website classes: presence and no presence. It displays the ratio of the websites that have no presence and the websites that have presence on the web. Also, it shows the percentage of web presence and no web presence of the municipalities. Figure 1 (b) shows descriptive statistics about the investigated websites. There were 19 websites available for investigation out of 85 websites which should be available for these four municipalities. Sixty-six websites were not established yet for these four municipalities. In Aseer municipality, 5 websites were investigated, 12 websites were investigated in Al Bahah municipality and 1 website each was investigated for both Najran and Jazan municipalities.

Figure 1: (a) Web presence of municipalities; (b) Ratio of presence of websites per municipality

We represented the presence and non-presence of the criteria measures and web functionalities by binary representation, using 0 to indicate non-presence of a functionality and 1 to represent the presence of a functionality. Table 8 shows the number of indicators involved for each stage, the target score and the binary representation of the assignment of functionalities to numerical measures.

International Journal of Contemporary Research and Review, Vol. 8, Issue. 12, Page no: TC 20371-20388 doi: http://dx.doi.org/10.15520/ijcrr/2017/8/12/388 Page | 20381 Shatha Ali Al Asem et al. Analyzing the Quality of Saudi E-Government Municipalities' Websites Services Using Layne and Lee model Table 8: Number of indicators involved for each stage. Layne and Lee stage Number of indicator Binary score Target score items Catalogue 8 Zero (0), One (1) 100% = 1 Transaction 9 Zero (0), One (1) 100% = 1 Vertical integration 7 Zero (0), One (1) 100% = 1 Horizontal integration 5 Zero (0), One (1) 100% = 1 Total 29 1

Analysis: We conducted a chi-square analysis based on the scores of each stage to define the variation in the services between the municipalities‟ websites according to the stage model. The test was conducted to explore the stages of development model among all municipalities‟ websites through linear regression analysis of the variables and the presence of each criteria. This test can also expect the nature of the relation between the government and citizens in terms of the last two stages (that might be negatively impacted); vertical integration and horizontal integration. Figure 2 (a) shows the average sum of indicators per catalogue stage for each municipality website. Figure 2 (b) shows the average sum of indicators per transaction stage for each municipality website. Figure 2 (c) shows the average sum of indicators per vertical integration stage for each municipality website. Figure 2 (d) shows the average sum of indicators per horizontal integration stage for each municipality website.

Figure 2: Average sum of indicators for all the four stages for each municipality website Hypothesis 1: It stated that there would be a difference in the results between the websites of southern municipalities of KSA in terms of their services and functions based on the Layne and Lee stages of e-government International Journal of Contemporary Research and Review, Vol. 8, Issue. 12, Page no: TC 20371-20388 doi: http://dx.doi.org/10.15520/ijcrr/2017/8/12/388 Page | 20382 Shatha Ali Al Asem et al. Analyzing the Quality of Saudi E-Government Municipalities' Websites Services Using Layne and Lee model development. As shown by the results, the achieved scores of the first two phases of the model are satisfactory whereas the scores for latter two stages are not. In conclusion, for all categories, the cataloguing stage is better developed than the latter stages. Moreover, the transaction stage is to some extent at a better level than the other stages. As a result, this hypothesis is validated. Hypothesis 2: It stated that based on Layne and Lee‟s model, there would be more compliance with the earlier stages of the model than with the latter stages. Although the later stages are more significant than the earlier stages as they finalize the integration among different agencies and governing departments, based on the statistical measures calculated more has been achieved in the earlier stages of the four-stage model. Additional effort is needed to develop the later stages, since they still do not conform with the first two stages. Therefore, this hypothesis is validated. We used chi-square tests to handle the variation between different scores found among the stages and across the functional categories of the municipalities. In these tests, we were concerned with the scores of “1” which count the presence of the functionalities on the web portal at each stage of the four-stage model. The results of the chi-square test show significant points at both catalogue and transaction stages. However, there is no significant statistical measure which can be observed for vertical integration and horizontal integration, indicating that higher levels of e-government services have to develop more online services. This leads to the conclusion that the municipalities‟ functions and services typically affect the presence of the web portal, especially in the case of vertical integration and horizontal integration stages. The Tables 9, 10, 11 and 12 show the Pearson chi-square test value of the four-stages which indicates catalogue and transaction stage are relatively close to each other. And most of the values of the vertical and horizontal integration stage are relatively distant from each other. Table 9: Chi-square of cataloguing stage.

Value Df Asymp. Sig. (2-sided)

Pearson Chi-square 114.000a 108 0.328

Likelihood ratio 63.006 108 1.000

N of valid cases 19 a28 cells (100.0%) have expected count less than 5. Table 10: Chi-square of the transaction stage:

Value Df Asymp. Sig. (2-sided)

Pearson Chi-square 57.000a 54 0.364

Likelihood ratio 35.836 54 0.973

N of valid cases 19 a28 cells (100.0%) have expected count less than 5.

Table 11: Chi-square of the vertical integration stage: Value Df Asymp. Sig. (2-sided) Pearson Chi-square 27.000a 15 0.120 Likelihood ratio 19.068 9 0.210 N of valid cases 19 a28 cells (100.0%) have expected count less than 5.

International Journal of Contemporary Research and Review, Vol. 8, Issue. 12, Page no: TC 20371-20388 doi: http://dx.doi.org/10.15520/ijcrr/2017/8/12/388 Page | 20383 Shatha Ali Al Asem et al. Analyzing the Quality of Saudi E-Government Municipalities' Websites Services Using Layne and Lee model Table 12: Chi-square of horizontal integration stage:

Value Df Asymp. Sig. (2-sided)

Pearson Chi-square 19.000a 18 0.392

Likelihood ratio 7.835 18 0.981

N of valid cases 19 a28 cells (100.0%) have expected count less than 5.

The overall performance evaluation of the 19 municipalities‟ websites among 29 criteria over the four stages of the Layne and Lee model can be explained using the following equations. Performance evaluation takes the number of indicators or measures per stage and compares it with the actual value and then presents the concluding remarks of the progress and achievement of the e-government websites. This equation and a real example of our case are illustrated as following: Performance evaluation = total number of indicators existing in the investigated websites over the total number of indicators among four stages multiplied by the number of investigated websites. = sum of collected indicators / (sum of benchmarking indicators) × number of websites = 236 / (8+9+7+5) (19) × 100% = 236 / 551 × 100% = 42.8% Using SPSS, we generated some analysis tables based on Analysis of Variance (ANOVA) test. We divided the 19 municipalities into four groups: Aseer, Amanah Najran, Amanah Jazan and Al Bahah considering each municipality and the corresponding municipalities in the same entity. As shown in Tables 13, 14, 15, 16, 17 and 18, ANOVA tables provide an analysis of the differences between several groups based on their means, standards deviation, and so on. If the significance value between two different groups is lower than 0.05 then there is a significant difference in the means of these two groups. Table 13: The differences between several groups for first stage: Sum of indicators of the first stage 95% confidence interval for mean Std. Std. Lower Upper Mean deviation error Minimum Maximum N bound bound Aseer 5 3.00 3.000 1.342 -0.72 6.72 0 8 Amanah Najran 1 7.00 . . . . 7 7 Amanah Jazan 1 6.00 . . . . 6 6 Al Bahah 12 5.67 0.651 0.188 5.25 6.08 5 7 Total 19 5.05 1.985 0.455 4.10 6.01 0 8

Table 14: The differences between several groups for second stage Sum of indicators of the first stage 95% confidence interval for mean Std. Std. Lower Upper Mean deviation error Minimum Maximum N bound bound Aseer 5 4.60 1.817 0.812 2.34 6.86 3 7 Amanah Najran 1 6.00 . . . . 6 6 Amanah Jazan 1 6.00 . . . . 6 6 Al Bahah 12 4.00 0.000 0.000 4.00 4.00 4 4 Total 19 4.37 1.065 0.244 3.86 4.88 3 7

International Journal of Contemporary Research and Review, Vol. 8, Issue. 12, Page no: TC 20371-20388 doi: http://dx.doi.org/10.15520/ijcrr/2017/8/12/388 Page | 20384 Shatha Ali Al Asem et al. Analyzing the Quality of Saudi E-Government Municipalities' Websites Services Using Layne and Lee model Table 15: The ANOVA analysis of the second stage

Sum of indicators of the second stage

Sum of squares Df Mean square F Sig.

Between Groups 7.221 3 2.407 2.735 0.080 Within Groups 13.200 15 0.880 Total 20.421 18

Table 16: The differences between several groups for third stage:

Sum of indicators of the first stage

95% confidence interval for mean Std. Std. Lower Upper N Mean deviation error Minimum Maximum bound bound Aseer 5 1.40 1.517 0.678 -0.48 3.28 0 4 Amanah Najran 1 4.00 . . . . 4 4 Amanah Jazan 1 4.00 . . . . 4 4 Albaha 12 2.00 0.000 0.000 2.00 2.00 2 2 Total 19 2.05 1.026 0.235 1.56 2.55 0 4

Table 17: The ANOVA analysis of the third stage:

Sum of indicators of the second stage

Sum of squares Df Mean square F Sig. Between Groups 9.747 3 3.249 5.297 0.011 Within Groups 9.200 15 0.613 Total 18.947 18

Table 18: The differences between several groups for fourth stage:

Sum of indicators of the first stage

95% confidence interval for mean Std. Std. Lower Upper N Mean deviation error Minimum Maximum bound bound Aseer 5 0.80 0.447 0.200 0.24 1.36 0 1 Amanah Najran 1 1.00 . . . . 1 1 Amanah Jazan 1 1.00 . . . . 1 1 Albaha 12 1.67 0.000 0.000 1.00 1.00 1 1 Total 19 0.95 0.229 0.053 0.84 1.06 0 1

Tables 19 and 20 show the Chi-square test analysis indicating that there is a difference among the four groups we created in terms of the independence. For example, in the first stage the four groups of municipalities are not always similar with respect to the sum of indicators which is a normal phenomenon.

International Journal of Contemporary Research and Review, Vol. 8, Issue. 12, Page no: TC 20371-20388 doi: http://dx.doi.org/10.15520/ijcrr/2017/8/12/388 Page | 20385 Shatha Ali Al Asem et al. Analyzing the Quality of Saudi E-Government Municipalities' Websites Services Using Layne and Lee model Table 19: Chi-square test of analysis: Name of Sum of indicators of the first stage municipality 0 2 3 5 6 7 8 Total Aseer Count 1 2 1 0 0 0 1 5 % within name of 20.0% 40.0% 20.0% 0.0% 0.0% 0.0% 20.0% 100.0% municipality % within sum of indicators 100.0% 100.0% 100.0% 0.0% 0.0% 0.0% 100.0% 26.3% of the first stage % of total 5.3% 10.5% 5.3% 0.0% 0.0% 0.0% 5.3% 26.3% Amanah Count 0 0 0 0 0 1 0 1 Najran % within name of 0.0% 0.0% 0.0% 0.0% 0.0% 100.0% 0.0% 100.0% municipality % within sum of indicators 0.0% 0.0% 0.0% 0.0% 0.0% 50.0% 0.0% 5.3% of the first stage % of total 0.0% 0.0% 0.0% 0.0% 0.0% 5.3% 0.0% 5.3% Amanah Count 0 0 0 0 1 0 0 1 Jazan % within name of 0.0% 0.0% 0.0% 0.0% 100.0% 0.0% 0.0% 100.0% municipality % within sum of indicators 0.0% 0.0% 0.0% 0.0% 14.3% 0.0% 0.0% 5.3% of the first stage % of total 0.0% 0.0% 0.0% 0.0% 5.3% 0.0% 0.0% 5.3% Al Bahah Count 0 0 0 5 6 1 0 12 % within name of 0.0% 0.0% 0.0% 41.7% 50.0% 8.3% 0.0% 100.0% municipality % within sum of indicators 0.0% 0.0% 0.0% 100.0% 85.7% 50.0% 0.0% 63.2% of the first stage % of total 0.0% 0.0% 0.0% 26.3% 31.6% 5.3% 0.0% 63.2% Total Count 1 2 1 5 7 2 1 19 % within name of 5.3% 10.5% 5.3% 26.3% 36.8% 10.5% 5.3% 100.0% municipality % within sum of indicators 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% 100.0% of the first stage % of total 5.3% 10.5% 5.3% 26.3% 36.8% 10.5% 5.3% 100.0% Table 20: Chi-square test table. Value Df Asymp. Sig. (2-sided) Pearson Chi-square 29.065a 18 0.048 Likelihood ratio 27.642 18 0.068 Linear-by-linear association 5.184 1 0.023 N of valid cases 19 a28 cells (100.0%) have expected count less than 5. The minimum expected count was .05.

International Journal of Contemporary Research and Review, Vol. 8, Issue. 12, Page no: TC 20371-20388 doi: http://dx.doi.org/10.15520/ijcrr/2017/8/12/388 Page | 20386 Shatha Ali Al Asem et al. Analyzing the Quality of Saudi E-Government Municipalities' Websites Services Using Layne and Lee model Conclusion: Despite some degree of success, the analyzed websites still require more improvement to provide comprehensive electronic services. Therefore, the KSA government should put an adequate effort into measuring and improving government websites by critically evaluating the majority of the websites discussed in this study. There are some studies that had evaluated and examined the development and progress of government and municipalities‟ gateways in the southern regions of Saudi Arabia, based on an e-government stage model. However, these studies may not have completely captured the complexity of the matter. In other words, the issue of website evaluation is seriously challenging due to the service delivery requirements, such as quality of service and delivering services within a timely manner. The KSA government in the southern regions in particular must pay attention to handling different issues located on many municipalities‟ websites in order to improve them at the highest levels of management. Moreover, the decision-making process should involve all elements including citizens, residents, companies and other public or private sector components. This can increase the transparency and trust between government and citizens through the provision of public services and respond to public needs using modern, helpful and efficient methods. Furthermore, the adoption of a framework for e-government from the demand side needs to be addressed by researchers in light of such limited previous work. The demand side is the primary reason for the success of government agencies and citizens, and yet little effort has been made to overcome the lack of a comprehensive insight into the adoption and development of a theoretical framework for e-government. Funding: This research was funded by King Abdulaziz University, Project No. 08-INV-188-03. Conflict of interest: The authors declare no conflict of interest. References 1. R.M. Davison, C. Wagner, L.C. Ma, From government to e-government: a transition model, Information Technology & People. 18 (2005) 280-299.‏ 2. A. Imran, S. Gregor, A comparative analysis of strategies for e-government in developing countries, Journal of Business Systems, Governance and Ethics. 2 (2007) 89-99.‏ 3. O.S. Al-Mushayt, Y. Perwej, K. Haq, Electronic-government in Saudi Arabia: A positive revolution in the peninsula, International Transactions in Applied Sciences. 1 (2009) 87-98. 4. Z. Al-Khanjari, N. Al-Hosni, N. Kraiem, Developing a service oriented e-government architecture towards achieving e-government interoperability, International Journal of Software Engineering and Its Applications. 8 (2014) 29-42.‏ 5. S AlAwadhi, A. Morris, Factors influencing the adoption of e-government services, Journal of Software. 4 (2009) 584-590.‏ 6. S. Alghamdi, N Beloff, Towards a comprehensive model for e-government adoption and utilisation analysis: The case of Saudi Arabia, in: Computer Science and Information Systems, (FedCSIS) Federated Conference on Computer Science and Information Systems IEEE: Warsaw, Poland, 2014, pp. 1217-1225. 7. S. Alshomrani, S. Qamar, Hybrid SWOT-AHP analysis of Saudi Arabia e-government, International Journal of Computer Applications. 48 (2012) 1-7. 8. T. La Porte, C. Demchak, C. Friis, Webbing governance: Global trends across national-level public agencies, Communications of the ACM. 38 (2001) 63-67. 9. M. Janssen, A.F. van Veenstra, Stages of growth in e-government: An architectural approach, The Electronic Journal of e-Government. 3 (2005) 193-200. 10. K. Layne, J. Lee, Developing fully functional e-government: A four stage model, Government Information Quarterly. 18 (2001) 122-136. 11. C.H. Baum, A. Di Maio, Gartner's four phases of e-Government model, Stamford, Connecticut, Gartner Inc., 2000. Retrieved June 20, 2016, from https://www.gartner.com/doc/317292/gartners- phases-egovernment-model. International Journal of Contemporary Research and Review, Vol. 8, Issue. 12, Page no: TC 20371-20388 doi: http://dx.doi.org/10.15520/ijcrr/2017/8/12/388 Page | 20387 Shatha Ali Al Asem et al. Analyzing the Quality of Saudi E-Government Municipalities' Websites Services Using Layne and Lee model 12. K. Siau, Y. Long, A stage model for e-government implementation, in: M. Khosrow-Pour (Ed.), Innovations through Information Technology, Idea Group Inc., Calgary, AB, 2004, pp. 886-887. 13. J. Hiller, F. Belanger, Privacy strategies for electronic government, E-Government Series, IBM Center for The Business of Government, Washington, 2001. Retrieved May 15, 2016, from http://www.businessofgovernment.org/GrantDetails.asp?GID. 14. Deloitte, Touche, The citizen as customer, CMA management. 74 (2001) 58. 15. M. Dokhtesmati, M. Saberi, S. Moradi, The status of ministries‟ website of Middle Eastern countries in achieving e-government, in: World Library and Information Congress: 77th IFLA General Conference and Assembly, IFLA: San Juan, Puerto Rico, 2001, pp. 13-18. 16. D.I. Zahran, H.A. Al-Nuaim, M.J. Rutter, D. Benyon, A comparative approach to web evaluation and website evaluation methods, International Journal of Public Information Systems. 10 (2014) 20- 39. 17. N.E. Youngblood, J. Mackiewicz, A usability analysis of municipal government website home pages in Alabama, Government Information Quarterly. 29 (2012) 582-588. 18. G. Karokola, L. Yngstrom, Discussing e-Government maturity models for the developing world- Security view, in: Proceedings of the 8th ISSA 2009 conference on Information Security, Johannesburg, South Africa, 2009a, pp. 81-98. 19. B.A. Alsheha, The e-government program of Saudi Arabia advantages and challenges, Finance and Economics Department, King Fahd University of Petroleum and Minerals. 2007. Retrieved February 10, 2016, from http://unpan1.un.org/intradoc/groups/public/documents/unpan/unpan033485.pdf 20. H.A. Al-Nuaim, An evaluation framework for Saudi e-government, Journal of E-Government Studies and Best Practices. 2011 (2011) 1-12. 21. M. Alshehri, S. Drew, O. Alfarraj, A comprehensive analysis of e-government services adoption in Saudi Arabia: Obstacles and challenges, International Journal of Advanced Computer Science and Applications. 3 (2012) 1-6. 22. S.M. Alhomod, M.M. Shafi, M.N. Kousarrizi, F. Seiti, M. Teshnehlab, H. Susanto, Y.A. Batawi, Best practices in e-government: A review of some innovative models proposed in different countries, International Journal of Electrical & Computer Sciences. 12 (2012) 1-6. 23. S. Alshomrani, A comparative study on United Nations e-government indicators between Saudi Arabia and USA, Journal of Emerging Trends in Computing and Information Sciences, 3 (2012) 411-420. 24. O. Alfarraj, S. Drew, R. AlGhamdi, E-government stage model: Evaluating the rate of web development progress of government websites in Saudi Arabia, International Journal of Advanced Computer Science and Applications. 2 (2012) 82-90. 25. S.O. Almarshad, Municipal awareness and citizen satisfaction: The case of northern borders in Saudi Arabia, International Review of Management and Marketing. 5 (2015) 94-101. 26. W.O. Yimbo, Analyzing e-government in developing countries using a stages model approach: A case study, Doctoral dissertation, The University of Minnesota, 2011. Retrieved January 25, 2016, from https://conservancy.umn.edu/bitstream/handle/11299/104666/Yimbo_umn_0130E_11807.pdf?seque nce=1

International Journal of Contemporary Research and Review, Vol. 8, Issue. 12, Page no: TC 20371-20388 doi: http://dx.doi.org/10.15520/ijcrr/2017/8/12/388 Page | 20388