ANTECEDENTS OF THE DIGITAL DIVIDE IN LEBANON

This paper reports the results of a study to investigate the digital divide in Lebanon based on data collected in August 2008 from 330 potential users of Lebanese public e-services. The study investigated factors that make a difference for e-access and e-skills and how socio-economic, demographic, and cultural factors explain the digital divide. Overall, results show that gender, age, religion, and geographic disparities related to income, to educational attainment, and to occupation influence the e-skills and e-access divides. Income and education have effects on e-skills but no effect on the e-access divide. When educational attainment increases, the e-skills divide decreases. Gender and religion have an impact on the e-skills divide but no significant impact on the e-access divide: men and Christians have more e-skills than women and Muslims. The impact of urban-rural disparities is unambiguous. Age is the only factor that impacts both the e-access and e-skills divide. Young urban males with high income and high educational attainment levels have more advanced eskills than their less advantaged counterparts; thus, these elite members of the Lebanese society are expected to benefit from the advantages of public online services. That will, however, not be the case of those in the less advantaged segments of the population. Inequalities in Lebanese society will continue

ANTECEDENTS OF THE DIGITAL DIVIDE AT THE MACRO LEVEL

This paper reports the results of two studies that investigated factors that influence the digital divide at the macro level. We propose a telecommunications infrastructure index as a measure of the country-level digital divide that is composed of five primary indices that define a country\u27s ICT infrastructure capacity. The first part of the analysis identifies economic, socio-demographic, political, and cultural factors that differentiate 86 developed and developing countries. The second part of the analysis examines factors that differentiate ICT penetration rates for 21 Arab nations. Overall, results show that for the 86 countries political variables are the most important factor that influences the digital divide. Cultural differences, specifically gender disparities in literacy, influence the digital divide in the 21 Arab countries. The availability of secondary data published by official government sources is a serious limitation. Nonetheless, this research has practical and managerial implications for public management and for policy makers, including information about how to segment citizens into more refined groups to facilitate better resource allocation; development of policies designed to raise the literacy level, particularly ones that are specifically targeted at educating women; and training programs to educate the underserved about technology and to provide subsidized access to disadvantaged people

The elicitation of key performance indicators of e-government providers: A bottom-up approach

Copyright @ 2013 EMCIS.Delivering an adequate e-Government service (e-service) is becoming more of a necessity in today's digital world. In order to improve e-services and increase the engagement of both users' and providers' side, studies on the performance evaluation of such provided e-services are taking places. However a clear identification of the key performance indicators from the e-Government providers’ side is not well explored. This shortcoming hampers the conduct of a holistic evaluation of an e-service provision from the perspective of its stakeholders in order to improve e-services as well as to increase e-services take-ups. In this paper, a systematic process to identify indicators is implemented based on a bottom-up approach. The process used three focus-group meetings with providers, users, and academics in Qatar, Lebanon and UK to collect, identify and validate key indicators from the perspective of e-services’ providers. The approach resulted in the identification of five factors levels (service, technology, employees, policy and management and social responsibilities) with fifteen sub-categories of SMART variables. Hence, leading to the development of a new model, STEPS, that can fully explain and predict e-government success from the providers’ point of view. It will work as a strategic management tool to align various stakeholders on common goal and values based on evidence based evaluation of e-services using smart measurable indicators for the improvement of an e-service at the engagement level in the field of e-government. In addition, other fields can benefit from the outcome of this work, such as logistics service providers, who make their services available across new and existing relationships between the Internet commerce firms, their customers, and their vendors

Examining the moderating effect of individual-level cultural values on users’ acceptance of E-learning in developing countries: a structural equation modeling of an extended technology acceptance model

In this study, we examine the effects of individual-level culture on the adoption and acceptance of e-learning tools by students in Lebanon using a theoretical framework based on the Technology Acceptance Model (TAM). To overcome possible limitations of using TAM in developing countries, we extend TAM to include subjective norms (SN) and quality of work life constructs as additional constructs and a number of cultural variables as moderators. The four cultural dimensions of masculinity/femininity (MF), individualism/collectivism, power distance and uncertainty avoidance were measured at the individual level to enable them to be integrated into the extended TAM as moderators and a research model was developed based on previous literature. To test the hypothesised model, data were collected from 569 undergraduate and postgraduate students using e-learning tools in Lebanon via questionnaire. The collected data were analysed using the structural equation modelling technique in conjunction with multi-group analysis. As hypothesised, the results of the study revealed perceived usefulness (PU), perceived ease of use (PEOU), SN and quality of work life to be significant determinants of students’ behavioural intention (BI) towards e-learning. The empirical results also demonstrated that the relationship between SN and BI was particularly sensitive to differences in individual-cultural values, with significant moderating effects observed for all four of the cultural dimensions studied. Some moderating effects of culture were also found for both PU and PEOU, however, contrary to expectations the effect of quality of work life was not found to be moderated by MF as some previous authors have predicted. The implications of these results to both theory and practice are explored in the paper

The Effect of Digital Transformation on Corruption: A Global Analysis

Background: This study investigates the effect of digital transformation on corruption at country level. Very few studies have empirically investigated this phenomenon. The model presented lays the relationships between socio-technical and socio-political factors and their impact on technological factors, which in turn, influence corruption. Methods: Secondary data from 139 countries collected by credible international organizations are used for the empirical analyses. The sample of 139 countries, used in this study, makes the results more robust and generalizable than those published in previous studies. PLS-SEM and multi-group analysis were used to test the hypotheses presented in the research model. Results: The results of the analysis show that digital transformation can significantly lower the corruption. The empirical analysis also demonstrates that socio-technical and socio-political factors are important in supporting the technological factors in reducing corruption. Multi-group analysis based on the GNI categorization of the World Bank revealed fine results for nations of different economic level. The significance of the relationships varies based on the development level of the country. Conclusions: This study contributes to the growing empirical base of literature on digital transformation and corruption by empirically assessing new relationships that have not been explored in the extant literature using a relatively larger sample size. The results suggest that technology plays a critical role in reducing the corruption in any country. Factors such as infrastructure, e-participation, education/human capital, laws relating to ICT, and Importance of ICT to government are found to be vital for fighting corruption

Customer Complaint Journey Mapping: A Qualitative Approach

Purpose This paper aims to extend the customer complaint behaviour (CCB) knowledge by introducing a visual technique called customer complaint journey mapping as a means of capturing and understanding multi-faceted service failures involving multiple actors. Design/methodology/approach Research participants were trained to record contemporaneous accounts of future dissatisfactory dining experiences. Minimising issues of memory recall whilst faithfully capturing complainants' raw emotions. These recordings formed the basis for follow up interviews, based on the critical incident technique. Findings The central finding of this paper was how other actors outside of the traditional service dyad played a dynamic role in co-creating a complainants' emotions and subsequent behaviours. Practical implications The resulting customer complaint maps give deep insights into the complex social dynamics involved in CCB, providing a powerful tool for both researchers and staff responsible for recovery strategies. Originality/value The mapping framework provides an innovative means of capturing the actual complaint experiences of customers and the role of other actors, utilising a multi-method approach designed to address various limitations of existing CCB research

Online politics and grassroots activism in Lebanon: negotiating sectarian gloom and revolutionary hope

This article describes the confluence of online activism and street protests in Lebanon. While Arab protesters have systematically been portrayed as young, urban and wired since the 2011 uprisings, Lebanese activists are also often regarded as trapped between war and sectarianism. This article challenges both frameworks and looks closer at the ways pre-existing waves of discontent crystallised into the mobilisation of thousands of Lebanese onto the streets of Beirut in 2010 and 2011. To achieve this, the article critiques the over-emphasis on network politics that accompanies internet-related hypotheses. The fashioning of a new kind of politics outside the dominant political factions (‘8–14 March’ blocs) was crucial for activists in Lebanon. New independent initiatives that locate feminist and queer politics within an overall analysis of imperialism and capitalism, as well as experimentation with digital technologies, helped forge a unique and non-sectarian camaraderie. By conveying the circumstances that have shaped political involvement, this article avoids the projection of non-ideological/networked politics that dominate concepts of online activism. The internet played a dual role in Lebanese grassroots politics, as illustrated through the experiences of the feminist collective Nasawiya