From Determinants to Sustainability: A Structural Equation Modeling Study of E-Government Use and Outcomes in The Post Adoption Stage in Saudi Arabia

Abstract

This thesis investigates the post-adoption phase of e-government in the Kingdom of Saudi Arabia, focusing on the impact of Information and Communication Technology (ICT) variables on use activities and sustainable outcomes. This research examines how Users, Systems, and Infrastructures, as ICT determinants, influence the use of e-government in terms of rate of use and variety of use of the Tawakkalna platform, an ambitious e-government initiative under Saudi Vision 2030, in relation to advancements in outcomes concerning economic, governance, and social sustainability. The research employs a positivist, quantitative design based on the Use–Diffusion (UD) model. A systematic survey was administered to Tawakkalna users, resulting in 348 valid responses. Further, Structural Equation Modeling (SEM) using AMOS examined the proposed links between ICT determinants, use of e-government variables, and sustainable outcomes. The comprehensive structural model demonstrated an acceptable overall fit to the data: χ² (1352) = 3048.51, p < .001; χ²/df = 2.26; RMSEA = .061, 90% CI [.058, .064]; CFI = .905; TLI = .900; IFI = .906. The parsimony-adjusted indices further supported model adequacy (PNFI = .796; PCFI = .855), indicating that the proposed model achieves a satisfactory balance between explanatory power and parsimony and can be regarded as sufficiently robust. Additionally, the results indicate that System (β = .534, p < .001) and Infrastructure (β = .628, p < .001) are the strongest and most significant predictors of e-government utilisation, whereas User factors exert a comparatively weak and non-significant effect (β = .167). Within the User construct, trust in Tawakkalna (β = .941) and personal innovativeness (β = .767) emerged as robust indicators, while self-efficacy demonstrated a relatively marginal contribution (β = .141). The System construct comprising content quality, usability, security, and performance, exhibited consistently high standardized loadings (β = .880–.935), affirming the critical role of technological quality and reliability in sustaining continued e-government use. Similarly, Infrastructure-related dimensions, including process clarity, accessibility, and support, showed strong explanatory power (β = .922–1.025), confirming the central importance of institutional readiness and service accessibility in facilitating effective e-government utilisation. The use of e-government services significantly enhanced economic (β = .912, p < .001), governance (β = .933, p < .001), and social outcomes (β = .919, p < .001), indicating that sustained utilisation generates substantial multidimensional benefits. Furthermore, variety of use exerted a strong and significant effect on rate of use (β = .997, p < .001), underscoring the diffusion mechanism whereby engagement with a broader range of e-government services accelerates usage intensity. Furthermore, multi-group testing confirmed that gender, nationality, and area yielded identical effects, indicating generalizability of the proposed model within the Saudi context. This study is significant both theoretically and practically, as it advances understanding of e-governance in the post-adoption stage within the Saudi Arabian context. Theoretically, the research extends the Use-Diffusion (UD) model by integrating user, system, and infrastructure determinants with usage patterns and sustainable outcomes, including economic, social, and governance impacts. Unlike traditional adoption-focused frameworks such as TAM and UTAUT, this study emphasizes post-adoption behaviour through variety and rate of use, while also considering demographic influences on continued usage. Practically, the study provides valuable insights for policymakers, government agencies, and developers involved in Saudi Arabia’s digital transformation initiatives, particularly the Tawakkalna platform. The findings are expected to support the development of more inclusive, secure, and user-centred e-government services, improve platform functionality and accessibility, and guide strategic policy and communication decisions aligned with Saudi Vision 2030.