The The Moderating Role of Trust and the Benefits in Shaping the Adoption of M-Government in Developing Nations

Abstract

Recently, developing countries, including Iraq, have sought to harness ICTs through establishing quality information system services. According to International Telecommunication Union (2024), 45.7 million mobile subscribers in 2023 in Iraq comparing with 37.5 million in 2020; that means there is a significantly increasing of using mobile technologies among Iraqi citizens. But, in spite of this increasing, the using governmental services are still low. Therefore, this paper investigates the influence factors, and the moderating role of trust on the success of mobile government services (mG). In the other side, the benefits obtained from using any information system considered as critical factor for success. Therefore, using mG services without known the benefits in not guarantee success of mG services, practically in rural areas. Thus, this study investigates the influence of net benefits on mG success in new context such as Iraq, where literature explains there is lack in field research. Self-administered questionnaires from rural farmers in Iraq were used to collect data. For data analysis, this study used the PLS/SEM technique. The results showed that all independent quality factors influenced net benefits by user satisfaction; and trust moderates the relationship between satisfaction and the mG benefits. The findings recommend that decision-makers introduce high-quality services to assist users adopt mG services.