The aImpact Of User Awareness On The Continuance Usage Intention Of E-Government Services: Evidence From The Sanad App In Jordan

Abstract

This study examines the direct impact of user awareness on the continuance usage intention of the SANAD App—Jordan’s official mobile government platform. Adopting a quantitative approach, data were collected from 350 active users and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings revealed a strong, positive, and statistically significant effect of awareness on continuance usage intention (β = 0.546, p < 0.001), with awareness explaining 47.3% of the variance (R² = 0.473), a medium-to-large effect size (f² = 0.302), and high predictive relevance (Q² = 0.321). These results position awareness as a foundational determinant of sustained digital engagement. Theoretically, the study contributes to post-adoption research in e-government by integrating Self-Awareness Theory with behavioral models. Practically, it underscores the importance of targeted awareness campaigns and citizen-centric outreach strategies to enhance adoption and usage continuity in developing country contexts.