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Welcome to Alfaisal University

Welcome to Alfaisal University. P&OM 2013 EUROMA CONFERENCE Alfaisal University. MBA – Quality Assurance . By Dr. Ricardo Santa. System and Operational Effectiveness Alignment: The case of e-government in Saudi Arabia. Dr. Ricardo Santa. Overview Background Methodology Findings

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Welcome to Alfaisal University

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  1. Welcome to Alfaisal University P&OM 2013 EUROMA CONFERENCE Alfaisal University MBA – Quality Assurance By Dr. Ricardo Santa

  2. System and Operational Effectiveness Alignment: The case of e-government in Saudi Arabia Dr. Ricardo Santa

  3. Overview • Background • Methodology • Findings • Conclusions

  4. The research question ‘What are the more relevant dimensions from e-government effectiveness impacting on operational effectiveness?

  5. e-Government Governments in the Middle East have started using e-government as a means to achieve a high level of performance while providing cost effective outcomes. However, many of these governments are still in the beginning of that process (Al-Fakhri et al., 2008)

  6. Delone and McLean (1992,2003)

  7. System Quality measures the efficacy of the technical component of the e-government system

  8. Information Quality The degree to which the information produced by the e-government system has characteristics of high quality of content, accuracy, precision, currency, reliability, timeliness, completeness, relevance and format required as perceived by the end user

  9. Service Quality • Level of service received by the users of EIS and the manner in which the service is provided by the IS/IT department as it influences the degree of satisfaction with an EIS • Moad (1989): the quality of the IS/IT department’s service as perceived by the user, is a key indicator of e-Government success.

  10. Service Quality • Thus, this relationship should have an impact on the effectiveness of the day to day operations of users and therefore have an impact on the operational performance of the organisation;

  11. Service vrs Manufacturing researchers such as Morris and Johnston (1987) who concluded that there is no significant difference per se between manufacturing and service operations. Furthermore, Prajogo, (2005) maintains that there is no significant difference in most Total Quality Management (TQM) practices and quality performance between the manufacturing and service sectors

  12. key performance objectives to achieve Operational Effectiveness Santa (2009)

  13. The initial model

  14. Propositions • There is a predictive relationship of Information Quality on Operational Effectiveness; • There is a predictive relationship of System Quality on Operational Effectiveness; • There is a predictive relationship of Service Quality on Operational Effectiveness; • There is a predictive relationship of User satisfaction on Operational Effectiveness; • There is a predictive relationship of System Quality on User satisfaction. • There is a predictive relationship of Service Quality on User satisfaction. • There is a predictive relationship of Information Quality on User satisfaction.

  15. RESEARCH ISSUES AND METHODOLOGY Quantitative: • Self administered questionnaire (N=208) • Confirmatory Factor Analysis • SEM

  16. CFA • was used to study the relationships between the set of observed variables and the set of continuous latent variables. • The overall fit of a measurement model is determined by a CFA. • In the CFA all factor loadings are freed (i.e., estimated); items are allowed to load on only one construct (i.e., no cross loading); and latent constructs are allowed to correlate which is equivalent to oblique rotation in exploratory factor analysis. • The input covariance matrix generated from the model’s 66 measurement variables contains 378 sample moments. There are 54 regression weights, 12 covariances and 32 variances, for a total of 98 parameters to be estimated. The model therefore has (378-66) 312 degrees of freedom.

  17. chi-square goodness-of-fit test • It shows that the model fit the data well, X2 (N = 200, df = 312) = 2.451, p < .05. • The baseline comparisons fit indices of the NFI, RFI, IFI, TLI and CFI are close to or exceed the acceptable cut off point of 0.9

  18. Hypothesised structured model

  19. Conclusions • The three dimensions stemming from e-government effectiveness, Quality of the System, Quality of Information and Quality of the Service, have a significant impact on Operational Effectiveness • User Satisfaction has no impact on Operational Effectiveness at all

  20. Quality of the Service has the most predictive impact on User Satisfaction • The CFA analysis also highlighted quality of the service as an important and reliable dimension to measure technological innovation effectiveness, which confirms the argument from Raiet al. (2002), that Service Quality is a key indicator of system effectiveness implementation success

  21. Thank You • Q & A

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