How E-Government Can Help Societies during a Crisis: Implications of UTAUT Model in Lebanon

ABSTRACT

Introduction: Information and communication technology (ICT) usage has grown rapidly, with a significant rise following the occurrence of the COVID-19 pandemic. This study assesses the relationships among task-technology fit, sense of virtual community, and the continuous intention to use electronic government services (e-government). Methods: Through quantitative approach using surveys, a total of 390 data was obtained from registered citizens in Tripoli municipality during the pandemic. The data were analyzed using partial least square-structural equation modeling (PLS-SEM). Results: The mediating role of the unified theory of acceptance and use of technology (UTAUT) model was observed, which shows that task-technology fit, sense of virtual community, and the consideration of society and its development are essential factors for citizens to use ICTs. Systems should entail features that meet the needs of citizens, community-building elements, and satisfactory performance. The importance of e-government ICTs in community development, particularly in a fragile state such as Tripoli, Lebanon, is the highlight of the current results. This can be beneficial for governmental authorities in the region of the Middle East, helping them to increase communication effectiveness by implementing appropriate digital means for the public during a crisis. Community development is a highly effective aspect that governments can implement in their digital services to provide opportunities for learning, awareness, and social progress to the public.