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Rania Fakhoury

Diplômé DBA - 2014

Titre de thèse

Does consumer education have an impact on behavioral intention to use e-government services in Lebanon?


Benoit Aubert

Domaines d'expertise

  • Gestion
  • Gestion de projet
  • Management et Sciences de l'information
  • Technologies d'information et de communication

Dr. Fakhoury is an ICT project manager with responsibilities coordinating and managing multiple projects for government entities at UNDP and the Office of the Minister of State for Administrative Reform in Lebanon. She has handled projects dealing with quality management, document management, workflow, archiving systems, data centers, and information security for public and private bodies. Dr. Fakhoury has been a guest lecturer and master’s/DBA supervisor at several Universities, teaching courses that focus on ICT as well as customer relations (e-government, project management).

E-government refers to the use of information and communication technology to improve public administration. The adoption of e-government systems by end users remains below expectations and the efforts of many countries remain vain. Scholars have found that the low adoption and use of e-government services and the lack of awareness by end users for public e-services are still major barriers to successful e-government implementation. Among the critical actions suggested by scholars, consumer education through training is priority one. This thesis explores the potential effect of consumer education on behavioural intention to use egovernment services during initial learning experience, this critical time period where end users decide whether to adopt the service or not. A literature review provides an advanced definition of both e-government and consumer education and their outcomes and challenges. A structural model depicts the impact of consumer education on behavioural intention to use e-government services during initial learning experience. The experimental fieldwork is conducted in Lebanon on a sample of 262 citizens. The survey gathers empirical evidence based on key factors of the Unified Theory of Acceptance and the Use of Technology v2 (UTAUT2) and Trustworthiness. The results from the research lead to several managerial recommendations in form of guidelines to public entities and policy makers to use in future development and implementation of egovernment services. Keywords: consumer education, knowledge, behavioral intention to use, UTAUT2, egovernment, trustworthiness, habit, Lebanon