Using a Hybrid Machine Learning and SEM Approach to Measure the Success of e-Government: A Case Study of the Kingdom of Bahrain

This paper aims to investigate the success levels of e-government services in Bahrain based on the DeLone and McLean IS Success model, which includes three independent quality constructs, system, information, and service, and three dependent variables that include use, user satisfaction, and net benefits. The proposed model also examines computer literacy and internet literacy as two additional constructs. The suggested modified model was investigated using structural equation modeling and machine learning algorithms. Results indicate satisfactory levels of two quality constructs, system, and information, both of which were found to affect the use and user satisfaction constructs significantly. However, users were not satisfied with the service quality of the e-government portal, which indicates a negative perspective on this quality construct. The outcomes of this study can help the e-government stakeholders in Bahrain further to improve the e-government services portal to the public and tackle problematic quality indicators.