Measuring Citizens' Adoption of Electronic Complaint Service (ECS) in Jordan: Validation of the Extended Technology Acceptance Model (TAM)

The review of Jordanian e-government literature revealed that not much effort has been made yet toward empirically examine the factors impacting citizens' adoption of electronic government (e-government) systems. The undertaken research fills this gap by testing the extended technology acceptance model (TAM) as an aide for understanding the factors influencing citizens' adoption the Jordanian electronic complaint service (ECS). The research has also considered two additional factors such as facilitating conditions and trust to understand their impact on Jordanian citizens' intention to adopt such system. A total of 250 usable responses were obtained from the respondents for this purpose. The proposed research model prescribed five hypotheses and all these hypotheses were supported by the data. The results indicated perceived trust as the strongest whereas facilitating conditions as the weakest though significant predictor of behavioral intention.