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Research and Review Available Online at Research ISSN 0976 – 4852 Crossref DOI 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
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