The Role of Social Media in Changing Individuals’ Intentions and Behaviors Toward E-government Services

E-government is the idea of government utilization of information and communication technologies to provide citizens with the interaction and communication opportunities with government through utilizing various digital media platforms. Moreover, government social media can be recognized as an efficient governmental tool to create and maintain effective relations between the government and citizens by providing a channel for information sharing and improving the transparency of the government. This research paper aimed to investigate the role of social media in changing individuals’ intentions and behaviors toward e-government services. A quantitative descriptive approach has been employed in this research paper. The descriptive method was represented by reviewing several previous studies regarding the study topic. While, the quantitative data reflected the collected data through the distribution of an online survey, the pre-designed online survey was distributed through social media sites including Facebook, WhatsApp, Twitter and other commonly used social media platforms. The study sample consisted of 120 randomly selected from Jordanian social media users' population. The results of this study indicated that there is a significant positive relationship between the role of social media in changing individuals’ intentions and behaviours toward e-government services, in addition to the existing positive relations between individuals’ intentions and behaviors to use e-government services and their actual use of these services. Keywords: social media, intentions, behaviors, e-government, Jordan . DOI: 10.7176/PPAR/14-3-06 Publication date: October 30 th 2024