AlMulhim, Abdullah Fahad
A icle
The impac o adminis a i e managemen and
in o ma ion echnology on e-go e nmen success: The
media ing ole o knowledge managemen p ac ices
Cogen Business & Managemen
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The impac o adminis a i e managemen and
in o ma ion echnology on e-go e nmen success:
The media ing ole o knowledge managemen
p ac ices
Abdullah Fahad AlMulhim
To ci e his a icle: Abdullah Fahad AlMulhim (2023) The impac o adminis a i e
managemen and in o ma ion echnology on e-go e nmen success: The media ing ole o
knowledge managemen p ac ices, Cogen Business & Managemen , 10:1, 2202030, DOI:
10.1080/23311975.2023.2202030
To link o his a icle: h ps://doi.o g/10.1080/23311975.2023.2202030
© 2023 The Au ho (s). Published by In o ma
UK Limi ed, ading as Taylo & F ancis
G oup.
Published online: 26 Ap 2023.
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MANAGEMENT | RESEARCH ARTICLE
The impac o adminis a i e managemen and
in o ma ion echnology on e-go e nmen
success: The media ing ole o knowledge
managemen p ac ices
Abdullah Fahad AlMulhim
1
*
Abs ac : This s udy examines he impac o adminis a i e managemen and
in o ma ion echnology on e-go e nmen success wi h he media ion ole o
knowledge managemen p ac ices. Fo his pu pose, da a was ga he ed om 163
public sec o pa icipan s in he Al-Jou egion o Saudi A abia. This s udy uses
pa ial leas squa es s uc u al equa ion modeling (PLS-SEM) o es and alida e
he esea ch model and p oposed hypo heses. The indings show ha in o ma ion
echnology and adminis a i e managemen signi ican ly inc ease e-go e nmen
success and knowledge managemen p ac ices. Mo eo e , he indings e ealed
ha knowledge managemen p ac ices play a i al media ing ole be ween in o -
ma ion echnology and adminis a i e managemen o make e-go e nmen suc-
cess mo e success ul and o educe isk. Fu he mo e, his s udy s eng hens he
heo e ical and p ac ical implica ions o e-go e nmen by de eloping a link wi h
socio- echnical sys ems heo y as well as wi h Fayol’s adminis a i e managemen
heo y. In he end, he s udy ecommends ha policymake s and manage s ake
se ious s eps o a ain ad an ages in he applica ion o echnologies in e-go e n-
men o ul ill he enewable and changing needs o bene icia ies.
Subjec s: Public & Nonp o i Managemen ; S a egic Managemen ; Managemen o
Technology & Inno a ion
Keywo ds: in o ma ion echnology; adminis a i e managemen ; e-go e nmen success;
knowledge managemen p ac ices; Al-Jou egion; Saudi A abia
1. In oduc ion
Technology has in aded all ields o li e, and he impo ance o e-go e nmen has been inc easing
wo ldwide, no only o ci izens’ ease o use bu also o anspa ency and o elimina e co up ion
(Mácho á e al., 2018; Sadik-Zada e al., 2022). E-go e nmen elec onically p o ides enhance-
men s o di e en s akeholde s such as employees, ci izens, local go e nmen s, and businesses
(Chohan & Hu, 2022; Ciesielska e al., 2022). Howe e , he ac ual implemen a ion o e-go e nance
is an ex ao dina y ask. The adminis a ion aces mul iple challenges, such as psychological
esis ance om ci izens, he coun y’s digi al in as uc u e (websi es, apps, e c.), and he legal
subs uc u e. As such, go e nmen s canno eso o e-go e nance wi hou gi ing due ega d o
challenges and objec ions om speci ic s akeholde s (Bamu leh e al., 2021; Tu ban e al., 2021).
AlMulhim, Cogen Business & Managemen (2023), 10: 2202030
h ps://doi.o g/10.1080/23311975.2023.2202030
Page 1 o 19
Recei ed: 15 Decembe 2022
Accep ed: 09 Ap il 2023
*Co esponding au ho : Abdullah
Fahad AlMulhim, Depa men o
Business Adminis a ion, College o
Business, Jou Uni e si y, Sakaka,
Saudi A abia
E-mail: [email p o ec ed]
Re iewing edi o :
Hung-Che Wu, Business School,
Nan ang College Guangzhou, China
Addi ional in o ma ion is a ailable a
he end o he a icle
© 2023 The Au ho (s). Published by In o ma UK Limi ed, ading as Taylo & F ancis G oup.
This is an Open Access a icle dis ibu ed unde he e ms o he C ea i e Commons A ibu ion
License (h p://c ea i ecommons.o g/licenses/by/4.0/), which pe mi s un es ic ed use, dis ibu-
ion, and ep oduc ion in any medium, p o ided he o iginal wo k is p ope ly ci ed. The e ms on
which his a icle has been published allow he pos ing o he Accep ed Manusc ip in
a eposi o y by he au ho (s) o wi h hei consen .
Success ul implemen a ion o e-go e nmen s in di e en coun ies has necessi a ed ha
adminis a ions become online sa y. Policymake s, socie y, and esea che s a e analyzing his
d ama ic change ( adi ional o digi al) in go e nmen se ice mo e closely, ying o ind mo e
app op ia e implemen a ion wi hin he limi a ions o he coun y’s esou ces. The e o e, success ul
implemen a ion depends on aspec s such as adminis a i e managemen , he use o in o ma ion
echnology, and knowledge managemen p ac ices (Abu-Shanab & Shehaba , 2018; Sulis iawa y
e al., 2021).
In his si ua ion, e-go e ning needs well-s anda dized web de elopmen and applica ion, which
canno be p ocessed wi hou in o ma ion echnology know-how (Tan e al., 2022). Elec onic
managemen o da a is insu icien o b ing a go e nmen online; i also needs con inuous
enhancemen , which is only possible wi h he help o in o ma ion echnology. A he same ime,
adminis a i e managemen makes in o ma ion public du ing he de elopmen and applica ion o
e-go e nmen (Chen & Kim, 2019); i his da a is managed ine icien ly, i can cause he e-go e n-
men o ail. Fu he mo e, knowledge managemen p ac ices, an impo an indica o o e-go e n-
men , a e impe a i e o he deli e y o quali y go e nmen se ice (Cheshmehzangi, 2022) and
play a signi ican ole in collabo a ing wi h in o ma ion echnology eams and adminis a i e
managemen o enhance he capabili y o e-go e nmen se ice (Sachan e al., 2018).
Recen esea ch (Ciesielska e al., 2022; Tan e al., 2022; Tu ban e al., 2021) has been conduc ed
on e-go e nmen and he ac o s con ibu ing o i s success ul execu ion. Bu in some s udies,
he e is no signi ican da a on he in e ac ion o e-go e nance wi h ei he public employees o
knowledge managemen p ac ices. Some s udies unco e ed signi ican challenges, such as he
inabili y o use in o ma ion echnology, he absence o an independen go e ning body, o inade-
qua e in o ma ion on echnological in as uc u e o e-go e nance success (Abu-Shanab &
Shehaba , 2018; Choi & Chandle , 2020). Howe e , Sachan e al. (2018) explained ha good
e-go e nmen deli e y needs a good knowledge managemen s a egy, which has no been well
de ailed. On he o he hand, Sulis iawa y e al. (2021) p o ed by da a analysis ha knowledge
managemen p ac ices do no ha e a di ec in luence on e-go e nmen success and u he
explained ha knowledge managemen p ac ices only media e he e ec o in o ma ion echnol-
ogy on e-go e nmen and do no play any ole as media o be ween adminis a i e managemen
and he success o e-go e nmen .
In con as , Williams (2021) explained knowledge managemen as he li e wi e o go e nmen
agencies ha ensu es he deli e y o e-go e nmen se ices h ough he assis ance o echnology.
Almukhli i e al. (2019) explained ha e-go e nmen implemen a ion is s ill limi ed in Saudi A abia
despi e i s no ewo hy de elopmen and expansion. Fu he , his s udy ela es he socio- echnical
sys ems heo y wi h e-go e nmen . The e a e some s udies, such as (Kompella, 2017; Zhang e al.,
2018) and ecen ly (Bakunzibake e al., 2019; Tangi e al., 2021) ha ela e he socio- echnical
sys ems heo y bu limi i s iew and do no explain i s implica ion o making e-go e nmen
success ul, whe eas many s udies (Gohwong, 2015; Ha chuel & Seg es in, 2019; Holze & Lin, 2007;
Oluwalogbon & Adedeji, 2018) examined Fayol’s adminis a i e managemen heo y. Howe e , all
hese s udies we e conduc ed in di e en coun ies wi h di e en adminis a i e managemen
sys ems.
F om he abo e discussion, i is clea ha u he explo a ion in o how o success ully implemen
e-go e nmen in de eloping coun ies, such as Saudi A abia, is s ill needed. The e o e, his s udy
aims o examine he impac o adminis a i e managemen and in o ma ion echnology on
e-go e nmen success wi h he media ion ole o knowledge managemen p ac ices in he Al-
Jou egion, Saudi A abia. The popula i y o e-go e nmen is inc easing wi h ad ancemen s in
echnology, and a e he in oduc ion o Vision 2030 in Saudi A abia, he adminis a ion enhanced
he coun y’s capaci y o b ing digi al ans o ma ion o all sec o s (Muza a & Jhanjhi, 2020). The
indings o his s udy will p o ide heo e ical and p ac ical con ibu ions, no only o he Al-Jou
egion in Saudi A abia bu o o he simila coun ies. Howe e , he analysis esul s will pa e he
AlMulhim, Cogen Business & Managemen (2023), 10: 2202030
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Page 2 o 19
way o cen al and local go e nmen adminis a ion o make e-go e nmen se ices mo e
success ul.
2. Li e a u e e iew
2.1. Socio- echnical sys ems heo y
The e m “socio- echnical sys ems” was i s in oduced by E ic T is , Ken Bam o h, and F ed
Eme y du ing Wo ld Wa II (Long, 2018). The co e idea o he socio- echnical heo y is o design
and enhance any public and p i a e o ganiza ional sys ems. This heo y also ea s he socio and
echnical aspec s o collec i ely sol ing complex sys em p oblems (Bo ás & Edle , 2014; Yuso &
Yusu , 2013) in he ins i u ional a angemen and pe o mance, which can be imp o ed i he
o ganiza ion’s socio and echnical s uc u es a e collec i ely unde s ood as a dependen pa o
he sys em. E e y ins i u e wan s o in es iga e no el echnology om all pe spec i es. This means
ha using echnology in one pa o an o ganiza ion can help de elop i in o he pa s (Bedna &
Welch, 2020). So, socio- echnical sys ems a e c ea ed by mul iple subsys ems, which in e ela e
and con ibu e o he success o ha pa icula o ganiza ion o sec o . The subsys ems can consis
o in as uc u e, cul u e, p ocess, echnology, people, p ocedu e, and goals (Bakunzibake e al.,
2019; Sony & Naik, 2020). The e is a s ong associa ion be ween he knowledge managemen
p ocess and socio- echnical sys ems heo y. Fu he mo e, in o ma ion echnology in knowledge
managemen handles knowledge and expedi es collabo a ion among he pa ies (G unds ein &
Rosen hal-Sab oux, 2007). This heo y is e y bene icial o e-go e nmen o p o iding s uc u e o
he go e nmen (Kompella, 2017). In o ma ion echnology in he p esence o knowledge manage-
men p ac ices and socio- echnical sys ems heo y enhances he capaci y o e-go e nmen
(Kompella, 2017).
2.2. Fayol’s adminis a i e managemen heo y
Hen i Fayol de eloped an adminis a i e managemen heo y which enhances an adminis a ion’s
capabili y by applying 14 oles: wo k di ision, au ho i y, and esponsibili y, uni y o command, uni y
o di ec ion, e c. In addi ion, Fayol elabo a ed on he i al unc ion o adminis a ion, such as
planning, o ganizing, coo dina ion, command, and con ol (Poudyal, 2013). In he public sec o ,
his heo y calls o an adminis a ion o de elop i s adminis a i e s uc u e o o malizing he
di ision o powe , dis ibu ion o he wo k o ce, and powe o au ho i y in hei ele an a eas o
esponsibili ies (Ha chuel & Seg es in, 2019). Fu he , his heo y is e y impo an o knowledge
managemen p ac ices because i p o ides di ec ion o managemen o de eloping o ganiza ions
o be e unde s and and u ilize knowledge esou ces, imp o ing decision-making and o ganiza-
ional pe o mance (Kho asani & Almasi a d, 2017).
Fayol’s adminis a i e managemen heo y can be u ilized wi h e-go e nmen in a ious ways.
One example is ha he p inciple o di ision o wo k can be applied o he design o e-go e nmen
sys ems, wi h di e en go e nmen agencies and depa men s esponsible o speci ic aspec s o
he sys em. The p inciple o uni y o command can be implemen ed o ensu e ha ci izens only
in e ac wi h one go e nmen agency, a he han mul iples, o a speci ic se ice (Oluwalogbon &
Adedeji, 2018).
2.3. In o ma ion echnology and e-go e nmen success
In o ma ion echnology plays a i al ole in he de elopmen and mode niza ion o all he
coun y’s sec o s (Muza a & Jhanjhi, 2020). The use o in o ma ion echnology enables an o ga-
niza ion o b ing inno a ion in o he p oduc ion p ocess o p o ision o se ice by e icien ly
ecei ing, manipula ing, and ans e ing digi al da a. In he public sec o , in o ma ion echnology
has mo i a ed he go e nmen o in es mo e esou ces in o endo sing in e ne usage and
in e ne -g ounded se ice (Almaiah & Nase eddin, 2020). By using in o ma ion echnology, he
cen al go e nmen is elec onically imp o ing he quali y o se ice o ci izens, employees, and
local go e nmen . In Saudi A abia, a e he in oduc ion o he Saudi 2030 Vision, he pe cep ion,
policies, se ice model, and o he issues ela ed o e-go e nmen ha e been conside ed
AlMulhim, Cogen Business & Managemen (2023), 10: 2202030
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comp ehensi ely by he esea che (Alha bi e al., 2021) and o med nume ous na ional, p o incial,
and global o ganiza ions o he implemen a ion o e-go e nmen policies. Mode n de elopmen in
he public sec o con e ed his sec o om adi ional o online, and ci izens can now access
go e nmen se ices any day a any ime (Sulis iawa y e al., 2021). Socio- echnical sys ems
heo y is i mly ela ed o in o ma ion echnology and he de elopmen o e-go e nmen because
i smoo hs he way o manipula ing elec onic sys ems in he coun y (Sony & Naik, 2020). In
con as , Fayol’s adminis a i e managemen heo y la gely shapes he na u e o go e nmen and
gi es speci ic aspec s o managemen (Oluwalogbon & Adedeji, 2018). The e o e, e-go e nmen
se ices a e supposed o make go e nmen p og ess mo e well-o ganized due o en iched con-
nec i i y and ease o access. So, his s udy de eloped he hypo hesis ha :
H
1
:In o ma ion echnology has a signi ican ela ionship wi h e-go e nmen success.
2.4. Adminis a i e managemen and e-go e nmen success
E-go e nmen is a pla o m and echnique esponsible o p o iding go e nmen se ices o
a coun y’s inhabi an s and ci izens wi h he help o echnology (Basahel & Yamin, 2017).
E-go e nmen enhances he go e nmen ’s abili y o connec wi h i s ci izens in a sho pe iod o
ime (Alabdalla & A di o, 2020). Nume ous aspec s con ibu e o he in e up ion o he success o
e-go e nmen , such as he lack o de ailed esea ch o g oundwo k and p og ess, he de iciency o
explo a ion in o use cases, he nonappea ance o suppo ing policies, and he ailu e o adminis-
a i e managemen , o which ce ain aspec s make e-go e nmen unsuccess ul (Shen, 2019;
Sulis iawa y e al., 2021; Twizeyimana & Ande sson, 2019) because ha ing only elec ical da a
o ganiza ion is inadequa e o make e-go e nmen success ul. Ac i e adminis a i e managemen
is necessa y o achie e and enhance e-go e nmen success (Ambi a e al., 2019). The Saudi
A abian Vision 2030 is expec ed o b ing no el y o he go e nmen sec o h ough he imple-
men a ion o e-go e nmen (Alabdan, 2019). Adminis a ion managemen is an impo an ac o
ha can help implemen e-go e nmen in an e ec i e way. In his pe spec i e, socio- echnical
sys ems heo y p o ides a co e idea o he adminis a i e body o b ing oge he echnology and
socio aspec s (Ch iss, 2022). On he o he hand, Fayol’s adminis a i e managemen p o ides he
go e nmen ’s ision o implemen ing i e co e ideas, such as planning, o ganizing, coo dina ion,
command and con ol (Poudyal, 2013). These unc ions help he go e nmen implemen new ideas
in he coun y. So, his s udy de eloped he hypo hesis ha :
H
2
:Adminis a i e managemen has a signi ican ela ionship wi h e-go e nmen success.
2.5. In o ma ion echnology and knowledge managemen p ac ices
In o ma ion echnology’s ole in knowledge managemen is s ill being deba ed. On he o he hand,
in o ma ion echnology is used widely in o ganiza ions (Byukusenge e al., 2017) and is, he e o e,
known as a na u al sou ce o ansmi ing knowledge. The inno a ion due o execu ion echnol-
ogy posi i ely ela es o knowledge managemen (Hassan e al., 2018). Knowledge managemen
p ac ices enable he sec o o accep he challenges posed by he en i onmen and o c ea e
possibili ies o ge an ad an age c ea ed by echnologies (Ode & Aya oo, 2020). So, in o ma ion
echnology is es uc u ing o ganiza ions in bo h he public and p i a e sec o s and hei capabil-
i ies o sa is ying hei s akeholde s’ demands (Tajdini & Tajeddini, 2018). In o ma ion echnology
enhances he go e nmen ’s capabili ies and inc eases i s pe o mance (An unes & Pinhei o, 2020;
Ode & Aya oo, 2020; Schniede jans e al., 2020). In o ma ion echnology p o ides he go e nmen
wi h ideas and suppo o secu i y by u ilizing in o ma ion collec ed om ci izens. The e o e,
in o ma ion echnology can be pe ec ly execu ed in he coun y wi h he help o elec onic
knowledge managemen p ac ices (Alabdan, 2019; Sulis iawa y e al., 2021). Fayol’s adminis a i e
managemen heo y mo i a es managemen o delega e powe , adminis a i e a angemen s,
AlMulhim, Cogen Business & Managemen (2023), 10: 2202030
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and esponsibili ies o subo dina e sec o s (Ha chuel & Seg es in, 2019). So, his s udy de eloped
he hypo hesis ha :
H
3
:In o ma ion echnology has a signi ican ela ionship wi h knowledge managemen p ac ices.
2.6. Adminis a i e managemen and knowledge managemen p ac ices
Adminis a i e managemen assis s in sha ing knowledge and de elops coo dina ion be ween he
people and he o ganiza ion. A he same ime, knowledge managemen p ac ices p o ide speci ic
knowledge o he adminis a ion o pe o m a speci ic ask (Gha ama e al., 2020; Li, 2021).
Ne e heless, Sulis iawa y e al. (2021) explained ha adminis a i e managemen has no ela-
ionship o knowledge managemen p ac ices. Howe e , some s udies, such as (Gha ama e al.,
2020; Ib ahim & Padilla-Valdez, 2021), explained and indica ed he posi i e and signi ican ela-
ionship be ween adminis a i e managemen and knowledge managemen p ac ices.
Fu he mo e, hese s udies de e mined ha adminis a i e managemen needs a s eam o knowl-
edge ha collec s da a ega ding a ge s. In o he wo ds, adminis a ion managemen plays an
impo an unc ion in making an o ganiza ion success ul, whe he i ’s in he public o p i a e
sec o . In pe spec i e, Fayol’s adminis a i e managemen heo y helps de elop he adminis a i e
s uc u e and di ision o wo k powe ha make he adminis a ion mo e e ec i e (Ha chuel &
Seg es in, 2019). So, his s udy de eloped he hypo hesis ha :
H
4
:Adminis a i e managemen has a signi ican ela ionship wi h knowledge managemen
p ac ices.
2.7. Knowledge managemen p ac ices and e-go e nmen success
The majo aim o he go e nmen sec o is o p o ide all kinds o assis ance o i s ci izens wi h
speedy se ice and o imp o e he e ec i eness o se ices (Alabdan, 2019). When ci izens accep
e-go e nmen , he communica ion and in e ac ion be ween hem and go e nmen o ganiza ions
a e enhanced (Almukhli i e al., 2019). In his case, ac i e knowledge managemen main ains his
link and makes accep ing e-go e nmen easie o he people. The e o e, e-go e nmen success is
de e mined by knowledge managemen p ac ices because i o e s comple e policies and p oce-
du es o succeed in e-go e nmen . Fu he mo e, knowledge managemen is e y e ec i e and
app op ia e o keeping e-go e nmen o ganized (Masenya, 2022). The e o e, comple e dedica ion
is a mus o al e ing public adminis a ion om adi ional o p og essi e in he p o ision o
se ices (Sulis iawa y e al., 2021). Howe e , knowledge managemen in he go e nmen sec o
is known as a complica ed ask because public sec o s, in eali y, cons uc , cap u e, es ablish, and
cope wi h gigan ic knowledge asse s (Abu-Shanab & Shehaba , 2018). The e o e, ope a i e knowl-
edge managemen and adminis a i e and legisla i e agendas a e impo an ea u es ha a ec
e-go e nmen implemen a ions and success (Glyp is e al., 2020). Fayol’s adminis a i e manage-
men heo y is conside ed impe a i e o knowledge managemen p ac ices because i p o ides
di ec ion o managemen in de eloping he o ganiza ion, imp o ing unde s anding and employing
knowledge esou ces, decision-making, and o ganiza ional pe o mance (Kho asani & Almasi a d,
2017). So, his s udy de eloped he hypo hesis ha :
H
5
:Knowledge managemen p ac ices ha e a signi ican ela ionship wi h e-go e nmen success.
2.8. Knowledge managemen p ac ices media e he ela ionship be ween in o ma ion
echnology and e-go e nmen success
Knowledge managemen is a pa icula way o achie e maximum go e nmen amilia i y wi h
da a (Alqudah & Mu adkhanli, 2021). In o he wo ds, knowledge managemen is he p ocedu e
o ca e ully coding phases o ob ain, design, accomplish and sha e awa eness inside an
AlMulhim, Cogen Business & Managemen (2023), 10: 2202030
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o ganiza ion o a ain imp o ed pe o mance and less expensi e ewo k, quicke wo k, and o
achie e he bes pe o mance (Al a enga e al., 2020). Knowledge managemen p ac ices a e
c ucial media o s ha media e he ela ionship be ween in o ma ion echnology and e-go e n-
men success. Technology, combined wi h he o ganized da a, inc eases e ec i eness and
p o iciency, in en i eness, and no el y in delibe a e public o ganiza ion (Na ue ha adhol
e al., 2021). Fu he mo e, knowledge managemen p ac ices p o ide he bes applica ion o
e-go e nmen and a icula e he abili ies and awa eness o he wo k o ce wi h he assis ance
o in o ma ion echnology (Alqudah & Mu adkhanli, 2021). Addi ionally, socio- echnical sys-
ems heo y in e ac s wi h he subsys em o he o ganiza ion and p o ides ci izens wi h
capabili ies, echnologies, and sha ing o no ms and in o ma ion. This heo y enables manage-
men o unde s and he complex o ganiza ional sys em and p o ide he bes inpu o s ake-
holde s (Gao e al., 2021). Fayol’s adminis a i e managemen heo y enables managemen o
build ha in e ac ion be ween he ci izens and go e nmen o speci ically analyze he p io i y
o needs and se ices (Oluwalogbon & Adedeji, 2018). So, his s udy de eloped he hypo hesis
ha :
H
6
:Knowledge managemen p ac ices media e he ela ionship be ween in o ma ion echnology
and e-go e nmen success.
2.9. Knowledge managemen p ac ices media e he ela ionship be ween adminis a i e
managemen and e-go e nmen success
The go e nmen has a complex s uc u e and needs o be mo e ac i e in esponding o inno a ion
and he adop ion o new echnologies (Toshko e al., 2022). Du ing he digi al p ocess and in he
unde s anding and au oma ing o he public se ice online, he e is a need o in ellec ual admin-
is a i e managemen ha con e s he ou moded public sec o in ad ance. This ype o p ocess
needs wo ke s o sha e hei knowledge and skills. Hence, knowledge managemen p ac ices and
s uc u es a e c ucial o he success o his p ocess and he building o e-go e nmen asks.
Knowledge managemen p ac ices in he public sec o open p ospec s o he success o e-go e n-
men (Abu-Shanab & Shehaba , 2018). So, knowledge has become he mos signi ican esou ce
o o ganiza ions, including e-go e nmen (Muza a & Jhanjhi, 2020). Knowledge managemen
s imula es educa ion h ough he p ocess o sha ing knowledge ha imp o es an o ganiza ion o
i s subsys em o acili a e i s s akeholde s (Almukhli i e al., 2019). Fu he mo e, i is he eali y
ha wi h he a i al o inno a i e applica ions o se ice, he pe cep ion ela ed o adminis a i e
managemen and e-go e nmen can be linked by knowledge managemen because knowledge
managemen p ac ices connec he physical hings and suppo collabo a ion wi h he socio
componen (Alqudah & Mu adkhanli, 2021; Toshko e al., 2022). In his pe cep i e, socio-
echnical sys ems heo y s eng hens he media ing ole o knowledge managemen p ac ices. I
p o ides a heo e ical ounda ion linking adminis a i e managemen o e-go e nmen because
his heo y gi es s ong engagemen and unde s anding o make success ul imp o emen s (Gao
e al., 2021). On he o he hand, Fayol’s adminis a i e heo y helps he adminis a ion in he
di ision o labo , p o iding he se ice wi h p ope planning and delega ion o powe . This heo y
assis s in acking he adminis a ion o e ol ing he o ganiza ions o enhance se ices and
ope a e knowledge esou ces and imp o e decision-making (Kho asani & Almasi a d, 2017). So,
his s udy de eloped he hypo hesis ha :
H
7
:Knowledge managemen p ac ices media e he ela ionship be ween adminis a i e manage-
men and e-go e nmen success.
The e o e, he cu en esea ch model is de eloped based on p e ious s udies; he links o a iables
a e labeled in Figu e 1.
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3. Me hodology
3.1. Da a collec ion
This quan i a i e s udy da a was collec ed wi h he help o a public sec o su ey in he Al-Jou
egion o Saudi A abia. The Al-Jou egion is loca ed in he no h pa o he coun y. The egion
co e s app oxima ely 38,700 squa e miles and has 24 public sec o s. This s udy iewed he public
sec o s, such as he heal h depa men , educa ion depa men , and ci il de ense depa men , om
Sakaka, Taba jal, and Qu ayya , all ci ies in he Al-Jou egion. These depa men s and ci ies will
ep esen he whole public sec o in he success o e-go e nmen because he Saudi Vision 2030
s esses digi al ans o ma ion in all sec o s, especially in he public sec o , o p omo e e-go e n-
men o gi ing ci izens quick se ice (Alabdan, 2019). To inc ease he ques ionnai e’s au hen ici y,
i was w i en in English as well as A abic. To emo e any ma gins o e o o ambigui y o
ques ions, he ques ionnai e was p esen ed o h ee p o essionals wi h he highes knowledge
and expe ise in he a ea o managemen and echnological use. Fu he , an email was sen o he
managemen o he public depa men o ask abou hei willingness o pa icipa e in he su ey
and no i y hem o he p ojec . The ques ionnai e was dis ibu ed online and s essed i s con-
iden iali y and a ge ed pa icipan s. The managemen ’s esponse was e y encou aging, and
hey p o ided pe mission o conduc he su ey. This s udy selec ed pa icipan s andomly and
sen hem he ques ionnai e. The au ho only dis ibu ed 300 su eys due o ime cons ain s,
limi ed access o depa men s and lack o esou ces; in he end, only 163 esponses we e ecei ed,
a esponse a e o 54.3%. O e all, he s udy was conduc ed om Oc obe 2021 o Ma ch 2022. In
Oc obe , he au ho s a ed w i ing a icles, and da a was collec ed in No embe , Decembe , and
Janua y, while da a analysis, in e p e a ion, and conclusion we e conduc ed in Feb ua y and
Ma ch. Table 1 explains he pa icipan s’ p o ile: 70.6% a e male; 29.4% a e emale. 19% o
pa icipan s a e age 30 o unde , 28.8% a e 31–40 yea s, 36.2% a e 41–50, and 16% a e 51+
yea s old. 22.7% o pa icipan s ha e 1–5 yea s o expe ience, 14.1% ha e 6–9 yea s, 27.6% ha e
10–14 yea s, and 35.6% ha e 15+ yea s o expe ience. Rega ding educa ion, 30.1% ha e less han
a bachelo ’s deg ee, 58.9% ha e a bachelo ’s deg ee, and 11% ha e a g adua e deg ee.
3.2. Measu emen
This s udy adop ed and used he Like scale (1 = disag ee and 5 = s ongly ag ee). The scale o
e-go e nmen success is measu ed by eigh i ems: imp o ed se ices, imp o ed ci izen pa icipa-
ion, imp o ed inancial pe o mance, imp o ed adminis a i e pe o mance, con ibu ion o social
de elopmen , imp o ed anspa ency le el, imp o ed accoun abili y, and imp o ed good go e n-
ance image. The scale o in o ma ion echnology is measu ed by 12 i ems, such as he use o he
in e ne , con en , da abase, sea ch ools, knowledge po al, and email. The scale o adminis a ion
managemen is measu ed by i e i ems: egula ions and policies, social en i onmen , p ocesses,
Figu e 1. Resea ch model.
Sou ce: De eloped by au ho
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Twizeyimana & Ande sson, 2019), and knowledge managemen p ac ices play a ole as a media o
and lead he adminis a i e managemen o make e-go e nmen success ul by sha ing he
expe ience, skills and collabo a ion wi h subsec o s o go e nmen (Alqudah, 2021; Toshko
e al., 2022). Bu he be a alue shows ha he signi ican bu weak media ing o knowledge
managemen p ac ices wi h adminis a i e managemen and e-go e nmen can be imp o ed by
a ange o ac o s, including he a ailabili y o adequa e in as uc u e, aining and suppo o
s a , and he a ailabili y o accu a e and up- o-da e in o ma ion o suppo decision-making and
se ice deli e y (Aljazza e al., 2020).
6. Conclusion
In Saudi A abia, Vision 2030 b ough no el y o he p oduc ion sec o and also compelled he
se ice sec o s o con e om adi ional o digi al. Hence, e-go e nmen implica ions ha e
become a s a egic enable o public managemen es uc u ing and expansion o he local
economy. Many esea che s ag ee ha he e-go e nmen implemen a ion p ojec s ha e ailed o
a ain hei aims and deli e an icipa ed bene i s. Howe e , some ac o s can make e-go e nmen
success ul. The e o e, his s udy ocuses on he in luence o adminis a i e managemen and
in o ma ion echnology on e-go e nmen success wi h he media ion ole o knowledge manage-
men p ac ices in he public sec o s o he Al-Jou egion o Saudi A abia. Mo eo e , his esea ch
aimed o analyze he elemen s ha in luence e-go e nmen success in e ms o knowledge
managemen p ac ices. Se en hypo heses we e suppo ed by he da a. The indings disclosed
ha in o ma ion echnology and adminis a i e managemen bene i e-go e nmen success and
knowledge managemen p ac ices. Fu he mo e, he indings o his s udy e ealed ha knowl-
edge managemen p ac ices play a i al media ing ole be ween in o ma ion echnology and
adminis a i e managemen and e-go e nmen success o make i mo e success ul and educe
he a e o isk. The e o e, his s udy s eng hens he heo e ical and p ac ical implica ions o
e-go e nmen by de eloping a link be ween socio- echnical sys ems heo y and Fayol’s adminis-
a i e managemen heo y. E-go e nmen can be u ilized as a ool o implemen ing Fayol’s
p inciples in p ac ice, o example, by p o iding ci izens wi h easy access o go e nmen se ices,
inc easing anspa ency and accoun abili y, and enhancing he e iciency and e ec i eness o
go e nmen ope a ions.
6.1. Theo e ical implica ions
This cu en s udy has empi ical and heo e ical implica ions. Re iews o cu en s udies enhance
he abili y o de elop he heo e ical amewo k ha gi es he ounda ion o he cu en s udy.
Fu he , his s udy ollowed socio- echnical sys ems heo y and b oadened he iew by hypo he-
sizing ha e-go e nmen depends on he execu ion o in o ma ion echnology in he coun y.
Insu icien s udies explain he ole o knowledge managemen p ac ices in enhancing he accom-
plishmen o e-go e nmen (Almukhli i e al., 2019). So, his s udy used knowledge managemen
p ac ices as a media o be ween in o ma ion echnology and adminis a i e managemen o
p o ide he heo e ical impo ance o hese a iables in making e-go e nmen success ul.
Fu he mo e, his s udy has explained he heo e ical ounda ion o he Al-Jou egion in Saudi
A abia. I p o ides he bes concep o policymake s, esea che s, and adminis a i e bodies o he
implica ion o Vision 2030. The cu en s udy expands he unde s anding o knowledge manage-
men p ac ices, adminis a i e managemen , and in o ma ional echnology o make e-go e n-
men success ul. The impo ance o Fayol’s adminis a i e managemen heo y gi es s eng h o
he cu en indings because his heo y helps o speci y he planning, o ganizing, commanding,
coo dina ing, and con olling ac o s o e-go e nmen and gi es he p ope pe cep ion o admin-
is a ion o ad ance se ices and p o ision o maximum acili ies o he ci izens.
6.2. P ac ical implica ions
The Saudi A abia Vision 2030 is no only a ision o he economic de elopmen o he coun y bu
emphasizes gi ing ci izens quick and secu e se ices ia ad anced echnologies and he con e sion
o adi ional go e nmen se ices o e-go e nmen se ices (Alabdan, 2019). The cu en s udy
ocuses on he Al-Jou egion o Saudi A abia and helps managemen and socie y o unde s and
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how using echnology mee s use s’ needs and p o ides hem wi h in e ac i e and as se ices
ha ha e become an impe a i e ac o o e-go e nmen success and implemen a ion o Vision
2030.
Fu he mo e, his s udy used knowledge managemen p ac ice as a media o because knowl-
edge managemen p ac ices connec he physical hings and suppo collabo a ion wi h he socio
componen (Toshko e al., 2022), while adminis a ion managemen plays an essen ial ole in
enhancing he pe o mance o he e-go e nmen (Ambi a e al., 2019). So, in o ma ion echnology
and adminis a ion managemen , along wi h knowledge managemen p ac ices, enable he go -
e nmen o es ablish he ad anced se up o p o ide e-go e nmen se ice. Knowledge manage-
men p ac ice posi i ely impac s e-go e nmen ini ia i es by p o iding decision-make s wi h be e
in o ma ion, imp o ing e iciency and e ec i eness, and p omo ing inno a ion. E-go e nmen
ini ia i es ha p io i ize knowledge managemen p ac ices can eap signi ican bene i s and
achie e be e ou comes (Gao e al., 2021; Ha chuel & Seg es in, 2019).
Knowledge managemen p ac ices also help p omo e inno a ion in e-go e nmen by encou a-
ging knowledge sha ing and collabo a ion. E-go e nmen ini ia i es can c ea e knowledge sha ing
pla o ms and ne wo ks ha allow employees and s akeholde s o sha e ideas and bes p ac ices
and o iden i y oppo uni ies o imp o emen and inno a ion (Abu-Shanab & Shehaba , 2018).
Fu he , his s udy assis s he go e nmen o Saudi A abia in enhancing he p o ision o public
se ice by launching e-go e nmen , as use s o e-go e nmen a e inc easing day by day. The
coun y’s ci izens wan a sa e, secu e, and echnological socie y, and he go e nmen makes his
possible wi h he help o digi al echnology. E-go e nmen p o ides likeable, e icien , and iendly
in e aces be ween he go e nmen and i s cons i uen s.
Based on he empi ical consequences o cu en esea ch, i will be a g ea ool o he execu i e
depa men o ocus on p o iding speci ic go e nmen se ices wi h he help o ad anced echnol-
ogy (Deng e al., 2018; Hooda e al., 2022). E-go e nmen connec s all go e nmen agencies
oge he o collabo a ion (Sheikh e al., 2018), and his s ep is impo an o ensu e he success
o e-go e nmen . Mo eo e , p ac ical implemen a ion o he esul s o his s udy will imp o e he
e ec i eness and e iciency o he o e all se ice o he public sec o o sa is y ci izens and can be
good ini ia i es o open da a po als, mobile go e nmen , and e-p ocu emen . In socie y, he
axpaye and he consume ha e he igh o ge he bes acili ies om he go e nmen (Mayasa i
e al., 2017). The e o e, he esul s o he cu en s udy no only bene i he Saudi A abian
adminis a ion bu can be implemen ed in any coun y o enhance he pe o mance o i s go e n-
men . Fu he mo e, his s udy’s indings gi e adminis a i e managemen a oadmap o e hink
he planning, u iliza ion o esou ces, and use o echnologies o bes pe o mance.
Inco po a ing esul s om his s udy will enable he e-go e nmen o make ci izens’ li es be e
in di e en ways as e-go e nmen . Fo example, ci izens can access go e nmen se ices online,
such as applying o pe mi s, paying axes, and enewing licenses. This sa es ime and educes he
need o ci izens o isi go e nmen o ices in pe son, especially o hose li ing a om go e n-
men o ices (Li, 2021).
I will be help ul o anspa ency and accoun abili y, such as e-go e nmen p o iding ci izens
wi h access o go e nmen in o ma ion and da a and enabling hem o hold hei go e nmen
accoun able. Fo example, ci izens can access public eco ds, go e nmen budge s, and o he
in o ma ion ela ed o go e nmen ope a ions. E-go e nmen can acili a e ci izen pa icipa ion
in he democ a ic p ocess (Mayasa i e al., 2017). Fo example, ci izens can use online ools o
pa icipa e in public con e sa ions, p o ide eedback on policy p oposals, and engage in online
o ing.
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The e o e, his s udy will enhance he ision o policymake s and execu i e depa men s o
ob ain ci izens’ eedback wi h he help o echnology and p o ide hem wi h quick, equi able
se ice. Fu he mo e, he p ac ical implemen a ion o his s udy no only de elops he public
sec o bu can be used o he p i a e sec o because he amewo k is pe ec o enhancing
he capabili ies o di e en sec o s.
7. Limi a ions and u u e esea ch
Despi e i s g ea impo ance, his s udy does ha e some limi a ions, such as being es ic ed o he
Al-Jou egion o Saudi A abia, and ha da a was collec ed only om he public sec o . Fu u e
esea ch can be conduc ed in di e en coun ies, and da a can be collec ed om public as well as
p i a e ins i u ions. Fu he , his s udy selec ed he heal h, educa ion, and ci il de ense depa -
men s om Sakaka, Taba jal, and Qu ayya , ci ies in he Al-Jou egion, as ep esen a i es o he
whole a ea. Bu u u e esea ch can be conduc ed in di e en ci ies o alida e he cu en model.
Fu u e esea ch can use knowledge managemen p ac ices as a mode a o o o he dimension o
knowledge managemen o he success o e-go e nmen . Fu he , he esea ch can be conduc ed
on me a-analysis o explo e he communal and comp ehensi e associa ion o concep ual ela ion-
ships among di e en a iables, such as knowledge managemen p ocess, digi aliza ion, oppo u-
ni y ecogni ion, au hen ic leade ship, e c. Fu he s udies can also in es iga e he signi ican
ela ionship be ween o ganiza ions and indi iduals.
The da a analysis in his s udy showed a weak ela ionship be ween adminis a ion manage-
men as well as in o ma ion echnology wi h e-go e nmen o he media o ole knowledge
managemen p ac ices in he case o he Saudi public sec o ; u u e s udies can e i y he
media ing impac o knowledge managemen p ac ices in di e en coun ies as well as in di e en
sec o s. Cu en s udies explained wo heo ies, Fayol’s adminis a i e managemen heo y and
socio- echnical sys ems heo y; u he esea ch can explo e mo e heo ies, such as con a ian
heo y, ga ekeeping heo y, in e -o ganiza ional heo y, s akeholde , mo i a ional heo y, e c.
Funding
This wo k was unded by he P ince Nawa bin Abdelaziz
Chai o Sus ainable De elopmen in collabo a ion wi h
he Deanship o Scien i ic Resea ch a Jou Uni e si y
unde g an No. (DSR2021-P ince Nawa bin Abdulaziz
Chai -08)
Au ho de ails
Abdullah Fahad AlMulhim
1
E-mail: [email p o ec ed]
ORCID ID: h p://o cid.o g/0000-0002-1864-1880
1
Depa men o Business Adminis a ion, College o
Business, Jou Uni e si y, Sakaka, Saudi A abia.
Disclosu e s a emen
No po en ial con lic o in e es was epo ed by he
au ho .
Ci a ion in o ma ion
Ci e his a icle as: The impac o adminis a i e man-
agemen and in o ma ion echnology on e-go e nmen
success: The media ing ole o knowledge managemen
p ac ices, Abdullah Fahad AlMulhim, Cogen Business &
Managemen (2023), 10: 2202030.
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