A Quantitative Evaluation of Costs, Opportunities, Benefits, and Risks Accompanying the Use of E-Government Services in Qatar

Providers of e-government systems and policymakers recognize that usability and adoption are key success indicators of e-government services. Borrowed from the field of e-commerce, several models were proposed and tested in the literature to evaluate users' adoption of e-government services in different contexts. This chapter examines users' satisfaction with e-government services in Qatar reflected by the cost, opportunity, benefit, and risk of using these e-services. After a quick review on research works done on evaluating e-government services in the Middle East region, quantitative data collected from three e-government services in Qatar is presented and analyzed using structural equation modelling techniques. Results revealed that while the hypotheses linking cost and opportunity to satisfaction were rejected, benefits and risk were significantly able to explain the level of users' satisfaction with e-government services.