The effect of heterogeneous demographics on the quality determinants of e-government services

E-government initiatives are in the development stage in many developing countries. This paper attempts to understand the effect of heterogeneous demographics on, the main determinants namely reliability, efficiency, security, and responsiveness of e-government services in Oman. The data were collected using Google forms, a free survey design service provided by Google, from 115 residents of Oman. The data were analysed using factor analysis and multivariate analysis of variance (MANOVA). The results obtained from factor analysis show that reliability construct shares maximum variance followed by responsiveness, efficiency, and security. Furthermore, the results of MANOVA show that gender has no effect whereas age groups and education levels have statistically significant effect on the scores of the aforementioned factors. This study can be useful to webmasters, e-government service providers and academicians for understanding and developing e-government initiatives.