Usage Of E-government Services Research Articles

E-Satisfaction from E-government Services after E-Participation: A Perspective of E-Service Users (Citizens)

In the improvement or deterioration and continual usage of e-government services, users of e-government services are the most important characters in the satisfaction of e-government in Pakistan. The current study aimed to measure Pakistani users’ satisfaction with e-government service apps and websites. Five hypotheses are framed and key factors (Trust, Citizens’ Involvement, Reduction of Corruption, Transparency, Effectiveness, and Efficiency of e-services). The influence of Pakistanis' satisfaction level with the e-government based on the corresponding literature review is identified in the study. To investigate the proposed hypotheses, survey data was gathered from 310 citizens of Pakistan. The data is analyzed using SPSS, leading to numerous significant findings. These findings emphasize the worth of understanding the main drivers of e-satisfaction to make available endorsements for generating e-government thresholds that are aligned with the expectations and needs of the users. They also propose valuable understandings for government policymakers and general practitioners to develop e-government portals by making an allowance for several factors.

Impact of User Satisfaction With E-Government Services on Continuance Use Intention and Citizen Trust Using TAM-ISSM Framework

Aim/Purpose: This study investigates the drivers of user satisfaction in e-government services and its influence on continued use intention and citizen trust in government. It employs the integration of the Technology Acceptance Model (TAM) and the Information System Success Model (ISSM). Background: Electronic government, transforming citizen-state interactions, has gained momentum worldwide, including in India, where the aim is to leverage technology to improve citizen services, streamline administration, and engage the public. While prior research has explored factors influencing citizen satisfaction with e-government services globally, this area of study has been relatively unexplored in India, particularly in the post-COVID era. Challenges to widespread e-government adoption in India include a large and diverse population, limited digital infrastructure in rural areas, low digital literacy, and weak data protection regulations. Additionally, global declines in citizen trust, attributed to economic concerns, corruption, and information disclosures, further complicate the scenario. This study seeks to investigate the influence of various factors on user satisfaction and continuance usage of e-government services in India. It also aims to understand how these services contribute to building citizens’ trust in government. Methodology: The data were collected by utilizing survey items on drivers of e-government services, user satisfaction, citizen trust, and continuance use intention derived from existing literature on information systems and e-government. Responses from 501 Indian participants, collected using an online questionnaire, were analyzed using PLS-SEM. Contribution: This study makes a dual contribution to the e-government domain. First, it introduces a comprehensive research model that examines factors influencing users’ satisfaction and continuance intention with e-government services. The proposed model integrates the TAM and ISSM. Combining these models allows for a comprehensive examination of e-government satisfaction and continued intention. By analyzing the impact of user satisfaction on continuance intention and citizen trust through an integrated model, researchers and practitioners gain insights into the complex dynamics involved. Second, the study uncovers the effects of residential status on user satisfaction, trust, and continuance intention regarding e-government services. Findings reveal disparities in the influence of system and service quality on user satisfaction across different user segments. Researchers and policymakers should consider these insights when designing e-government services to ensure user satisfaction, continuance intention, and the building of citizen trust. Findings: The findings indicate that the quality of information, service, system, and perceived usefulness play important roles in user satisfaction with e-government services. All hypothesized paths were significant, except for perceived ease of use. Furthermore, the study highlights that user satisfaction significantly impacts citizen trust and continuance use intention. Recommendations for Practitioners: The findings suggest that government authorities should focus on delivering accurate, comprehensive, and timely information in a secure, glitch-free, and user-friendly digital environment. Implementing an interactive and accessible interface, ensuring compatibility across devices, and implementing swift query resolution mechanisms collectively contribute to improving users’ satisfaction. Conducting awareness and training initiatives, providing 24×7 access to online tutorials, helpdesks, technical support, clear FAQs, and integrating AI-driven customer service support can further ensure a seamless user experience. Government institutions should leverage social influence, community engagement, and social media campaigns to enhance user trust. Promotional campaigns, incentive programs, endorsements, and user testimonials should be used to improve users’ satisfaction and continuance intention. Recommendation for Researchers: An integrated model combining TAM and ISSM offers a robust approach for thoroughly analyzing the diverse factors influencing user satisfaction and continuance intention in the evolving digitalization landscape of e-government services. This expansion, aligning with ISSM’s perspective, enhances the literature by demonstrating how user satisfaction impacts continuance usage intention and citizen trust in e-government services in India and other emerging economies. Impact on Society: Examining the factors influencing user satisfaction and continuance intention in e-government services and their subsequent impact on citizen trust carries significant societal implications. The findings can contribute to the establishment of transparent and accountable governance practices, fostering a stronger connection between governments and their citizens. Future Research: There are several promising avenues to explore to enhance future research. Expanding the scope by incorporating a larger sample size could enable a more thorough analysis. Alternatively, delving into the performance of specific e-government services would offer greater precision, considering that this study treats e-government services generically. Additionally, incorporating in-depth interviews and longitudinal studies would yield a more comprehensive understanding of the dynamic evolution of digitalization.

Understanding E-Government Services Usage Continuance: The Role of Service Quality and Habit

ABSTRACT In this study, we examine the citizens’ continuance intention to use e-government services after adoption. We develop a post-acceptance Information Systems continuance extended model by integrating service quality through the e-GovQual model, and habit. Our results provide corroborative evidence that the inclusion of service quality gives better results than the original model and habit has a strong influence on citizens’ continuance intention regarding e-government services usage both directly and indirectly through moderating and mediating effects.

The Influence of Trustworthiness and Technology Acceptance Factors on the Usage of e-Government Services during COVID-19: A Case Study of Post COVID-19 Greece

The COVID-19 pandemic imposed challenges and offered opportunities, which were recognized and assessed in developed countries. In many cases though, the lack of systematic preparation for the required digital transformation resulted in confusion and discomfort in citizens’ lives, where the imposition of nonphysical contact excluded a large part of the population from basic needs and rights. This article investigates the influence of trustworthiness and technology acceptance factors on the usage of e-government services during the pandemic, and proposes a model that integrates factors adapted from the TAM model (social influence, performance expectancy and effort expectancy) with trust in e-government, a factor influenced by trust in government, trust in the internet, security and privacy, to predict e-government usage. To test the model, a survey was conducted using a 38-question questionnaire we designed, with a total sample size of 301 Greek citizens. The model was confirmed using the structural equation modeling (SEM) approach with maximum-likelihood estimates. Results indicate that all aspects in this study related to trustworthiness and user acceptance can be predictive factors of citizens’ usage of e-government services during periods of uncertainty and high risk, such as the COVID-19 pandemic.

The effect of E-Government website evaluation on user satisfaction and intention to use: the mediating role of warmth and competence judgment on government

ABSTRACT The development of technology has various effects on citizens’ daily lives, among which is the growing importance of e-governance. An e-government website is an essential communication platform that supports government-citizen interaction. The current research examines the relationship between e-government website evaluation and the variables indicative of the usage of e-government services (user satisfaction and intention to use) with basic social perceptions toward the government as the mediators using structural equation modelling. According to the stereotype content model (Fiske, 1993; Fiske et al., 2002), people form an impression of others based on two basic social dimensions (warmth and competence), and different levels of these dimensions determine how one forms attitudes and behaves toward the target. Our analysis confirms that both warmth and competence judgment function as crucial mediators for the relationship between e-government website evaluation and the intention to utilize e-government websites. This suggests that the government agency is not simply viewed as a service provider but also as a social entity that encompasses both warmth and competence from the perspective of citizens. By observing the aspects of website evaluation that are associated with the social dimensions, policymakers can strategically enhance citizens’ perception toward the government as well as their relationship with the government for the optimal operation of a country in a long-term perspective.

Mechanisms underpinning the usage of e-government services by businesses: A proposal based on previous empirical research

For many years, the public sector has been undergoing digital transformation. Information and communication technologies (ICT) have offered new ways of interaction between governments and their constituents. However, governments face different challenges to migrate users towards digital channels and electronic documents, which are believed to be more cost-efficient for all stakeholders. Despite a plethora of empirical research conducted towards the identification of factors that influence e-government services usage by businesses, there seems to be a lack of 'holistic' understanding in the absence of systematic literature reviews. This paper aims to contribute by hypothesizing a set of mechanisms based on a critical realist process of retroduction. We argue that the factors identified in previous research are a manifestation of mechanisms. Such mechanisms might explain businesses’ usage of ICT when interacting with governments, whether in the context of incidental situations or regular administrative tasks (through online self-service applications) or regular exchange of information (through inter-organizational e-services).

The role of access convenience of common service centres (CSCs) in the continued use of e-government

PurposeThis study aims to understand the role of access convenience of common service centres (CSCs) in determining the e-government continuance intention from the perspective of citizens who are dependent on these centres for using e-government services, in developing countries such as India. The study uses the DeLone and McLean’s information systems (IS) success model as a theoretical basis and analyses the effect of access convenience of CSCs (AC), on the three quality dimensions (namely, information quality [IQ], system quality [SyQ] and service quality [SQ]), and the e-government continuance intention. The effects of the three quality dimensions on continuance intention are also analysed.Design/methodology/approachThe primary data were collected from the field surveys conducted at various CSCs in Uttar Pradesh state of India using convenience sampling technique. The study sample included 358 respondents who use e-government services through CSCs. Structural equation modelling was used to test the hypothesized relationships in the proposed model.FindingsThe findings of the study suggest that CSCs’ access convenience has a significant positive impact on the e-government continuance intention. The findings also confirm the significant positive impact on all the three quality dimensions of e-government i.e. IQ, SyQ and SQ. Though the findings do not provide support for the impact of IQ and SyQ on the e-government continuance intention but the impact of SQ on the e-government continuance intention is found to be significantly positive.Research limitations/implicationsThe explanatory power of the model indicates the scope of including more variables in determining the continued usage of e-government. Future studies may extend the present study by including concepts such as trust, satisfaction and security/privacy concerns of citizens. The present study has failed to support the impact of IQ and SyQ on the intention to continue using e-government services. Future studies may test the model in different contexts with different respondents to further examine these relationships. Future studies may also see the association between the continuance intention and actual use of e-government services.Practical implicationsThe government should provide accessible CSCs to the citizens which are conveniently available to them. To diffuse the e-government services successfully among all citizens, the government needs to see that sufficient numbers of CSCs are available in the areas where people lack the required infrastructure for using the e-government services. The government also needs to ensure that the CSCs are fully functional and equipped with facilities for providing the best quality services.Originality/valueThe study combines the quality constructs from the IS success model with AC, for predicting the e-government continuance intention. The joint use of these constructs has provided a model with high explanatory power, which is able to explain 76.6% variation in the continued usage of e-government services. The study also contributes to the existing literature by presenting AC as a strong determinant of the e-government quality dimensions.

How are Baby Boomers Different from Older Adults in Terms of Their E-Government Services Use in South Korea?

ABSTRACT E-government services have emerged and expanded for the last decades. The digitalization of social services presents both an opportunity and a challenge to the aging population who are effectively digital immigrants. This study examined socioeconomic factors associated with e-government services awareness and usage among the aging population, with a focus on the comparison between baby boomers and older adults. Data came from the 2015 E-Government Services Usage Survey, a nationally representative survey in South Korea (N = 1,255). The results showed a cohort difference in e-government services usage as 69.3% of baby boomers vs. 34.9% of older adults. The logistic regression results also suggested differences in factors associated with e-government services awareness and levels of use by cohort. Household income was positively associated with awareness among baby boomers, while age was negatively associated with awareness among older adults. The findings imply that gerontological social workers need to advocate for senior citizens by urging the government to pay more attention to the issues of digital exclusion faced by the majority of the current cohort of older adults as well as subgroups of baby boomers – in particular those who are economically marginalized.

Impact of Power Distance and Uncertainty Avoidance on the Adoption of Electronic Government Services

This study extended the technology acceptance model (TAM) to explore the impact of power distance and uncertainty avoidance on the adoption of e-government services. The results as per the data analysis have demonstrated that all the research hypotheses were statistically supported. Specifically, perceived usefulness and perceived ease of use were both significant determinants of the intention to use e-government services. It was also revealed that intention to use positively predicts the actual usage behavior of e-government services. Importantly, the actual usage of e-government services was found to be a significant predictor of the intention to recommend e-government services adoption. In addition, power distance and uncertainty avoidance were discovered to respectively predict significantly the perceived usefulness, perceived ease of use and intention to use e-government services.

E-Government in Croatia

The composite index summarizing relevant indicators of Europe's digital performance and tracking the progress of EU Member States in digital competitiveness in the Croatian case, still below the EU average, especially in the area of e-government. The aim of this article is twofold. First, we evaluate the difference between respondents 18 to 24 and 25 to 34 according to their attitudes towards the usage of offered e-government solutions. Second, we determine the presence of the obstacles in using e-government solutions among these two age groups. The utilization of e-government services is still rather low, and one, a very important reason for lower usage of e-government services in Croatia is the perceived low level of quality of the e-government services with the perceived high level of obstacles towards their usage.

Qualitative analysis to determine decision-makers’ attitudes towards e-government services in a De-Facto state

PurposeThe manner in which people, businesses and governments perform is changing because of the spread of technology. Digitalization of governments can be considered a necessity as we are now entering the era of the Internet-of-Things. The advantages and disadvantages of electronic governments have been examined in several research studies. This study aims to examine the attitudes of decision-makers towards e-government. The research aims are as follows: to determine the problems related with e-government usage, to establish the factors which decrease the usage of e-government services and to propose recommendations for the effective application of e-government practices.Design/methodology/approachQualitative research has been used for the study. Participants were chosen by the snowball sampling method, and face-to-face in-depth interviews were conducted with all decision-makers. In-depth interviews are more efficient and enable the acquisition of better qualitative information, in-depth knowledge and statistics, as the distance between the interviewer and interviewee is reduced (Stokes and Bergin, 2006). Questions asked can be categorized under two sections, where the questions in the first section are related to the decision-maker’s management style/managerial proposition, and in the second section, technological questions are asked in terms of the preferred communication method and the decision-makers’ attitudes towards e-government practices.FindingsDecision-makers perceive electronic government to be important, while the level of importance is observed to be different among the decision-makers. Chronic problems exist in many countries, such as nepotism, where the decision-makers have conflicting arguments about e-government and the resulting effect on nepotism. Furthermore, the study also indicates that decision-makers are aware of the importance of mobile government, although they acknowledge that more time is required, as their country is still developing. Electronic voting is also perceived to be important, although the decision-makers believe that security and privacy issues need to be solved before related projects can be initiated.Originality/valueThis research can be a benchmark study for the decision-makers of small island developing states by means of e-government. The impediments preventing the effective application of e-government practices are also discussed in the study. This study will be useful to highlight the triggers and obstacles for e-government development in the context of a developing country. Internet penetration has increased significantly since the 2000s, and therefore, decision-makers need to consider the shift in citizens’ behaviour, such as the high usage of smartphones and the emergence of the Internet-of-Things (Kaya and Bicen, 2016; Kumar et al., 2017).

Generations X, Y, Z and their Perception of E-Government Services: Case of Turkey

Technological developments have transformed the forms of communication that can have a major impact on the social structure. All these technological developments cause fundamental changes in the way of life of the individuals and there are serious changes in both the ways of interpreting life and personality structures. The primary aim of this study is to examine the perceptions of online government services amongst different generations. The research of this study was carried out on the perception of e-government services with a questionnaire applied to the X, Y, Z generations to measure the similarities and differences in their understanding of these services. As a result of the research, individual typologies formed by the digital use of governmental services, which are called pre-techno individuals, techno individuals and post-techno individuals and the characteristics of these generations in terms of e-government services usage are revealed.

Methodological Process for Evaluation of E-government Services base on the Federal Republic of Nigerian Citizen’s E-government Services usage

Background/Objectives: e-government covers wide range of areas in research, however all the effort did not come with single consensus towards e-government, although users prospective was seems to have less concerns. Methods/Statistical Analysis: the importance of this matters is to have the ability to come up with the systematic and valid approach for the evaluating the e-government services, it is also considered in this research to view the bigger rang of theoretical view of point, which will help in collecting almost all required perimeters that are needed for the executing methodological process in regards to e-government services in consideration of the users’ protective’s. Findings: This research have done much in this fields and have conducted to highlighted the inadequacy of the current method used in the providing the e-government services, this is in ration to the current –government services provided by the government, on the other hand the study take the advantages of the current deficiency to come with the better and adequate method. This paper has proposed the standard model for evaluating the e-government services particularly in the federal republic of Nigeria. Application/ Improvements: In consideration to the obtained results in this research, more variable have been discover to improve the current situation and are fitted to be used in the evaluation of the e-government services.

Use of e-government services: the role of trust

Purpose – The purpose of this paper is to investigate the role of trust in understanding usage of e-government services in South Africa. Of interest are services that involve two way interactions between citizens and government. Design/methodology/approach – Qualitative and quantitative data were collected from members of the public using in-depth interviews and a structured questionnaire, respectively. Findings – The findings show that trust in internet and in government as a provider of e-services are important factors that differentiates users and non-users of e-government services. The two factors are also significantly related to willingness to start using e-government services. Trust in e-service provider unlike trust in internet was however found to be a stronger differentiator of users and non-users and to have a stronger relationship with willingness to start using e-government services. Practical implications – Efforts aimed at promoting use of e-government services need to be based on a good understanding of factors that impact on citizens’ decisions in this regard. Such efforts need to include activities targeted at improving people’s trust in government’s ability to provide reliable and secure e-services. Originality/value – While provision of government services using the online channel is a growing phenomenon in most African countries, not much research has been done into what governments should focus on in order to entice more citizens to take up this channel. This study contributes to addressing this gap.

User's Satisfaction on E-government Services: An Integrated Model

In many developed countries, IT (IT) adoption in government agencies has been studied extensively. Unfortunately, such study is still lacking among developing countries including Malaysia. In fact, previous studies on the adoption of e-government offer limited framework to build on further research. This study investigates citizens’ intentions and usage of e-government services and introduces a framework that combines Technology Acceptance Model (TAM), Theory of Planned Behaviour (TPB), and Information System Success (ISS) as a base to examine factors that affect the intention and usage of e-government services. The proposed e-government adoption model takes into accounts issues of personal innovativeness, perceived usefulness, perceived ease of use, attitude, subjective norm, perceived behaviour control and system quality. By investigating users of online government services, we postulate that those factors should be the predictors of continued usage of e-government services. This study has practical implications for the design of mechanisms for the adoption of e-government.

Jordan’s e-Government at the crossroads

Purpose – The purpose of this paper is to assess the maturity level of the Jordanian electronic Government (e-Government) program from the citizen’s perspective. This assessment aims to help in determining whether the Jordanian e-Government strategy, set back in 2002, has achieved its main objectives which are delivering services to people across society, irrespective of location, economic status, education or ICT ability; improving the ICT readiness and infrastructure; and developing new service delivery channels and increase the involvement of citizens through the use of ICTs. Jordan started a national e-Government initiative aiming to streamline government procedures and provide government information and services to the public online. This paper reveals the levels of citizens’ awareness, acceptance, usage and willingness to use the e-Government services in Jordan. It investigates issues such as Jordan’s e-Government maturity level, citizen’s preferences when dealing with e-Government, citizen’s attitude toward using various e-services, citizen’s concerns and the required services. Design/methodology/approach – To achieve the research purposes, which needed a high rate of respondents to generalize the findings, we opted for quantitative research through questionnaires as an appropriate instrument base to address the citizens’ awareness and usage of e-Government services. In total, 7,238 distributed surveys were conducted across Jordan. The average of the responses rate in the three regions was 58.6 per cent. Findings – The citizen’s interest in e-Government services is declining, as the citizens’ level of awareness of e-Government and its services is still modest after more than ten years of the start of the e-Government program in Jordan. Citizens’ attitude toward using e-Government services is changing and determined by various factors and issues reported in the paper. Research limitations/implications – The selected governorates might not be the best governorates to represent the three regions of Jordan, the data took almost 15 months to be collected and analyzed which may have resulted in some changes to the reality. Finally, developing countries are not a homogenous group and, therefore, the results of this paper may not be generalizable. Originality/value – The findings present a number of key factors that hinder Jordan’s e-Government development. These findings can be useful for researchers and practitioners, as they provide rich insights on e-Government development. The findings can be also useful to other developing countries, as they can help them in understanding citizen related challenges when designing, planning and implementing their e-Government initiatives.

Measuring user satisfaction from e-Government services: Lessons from Jordan

User satisfaction is a crucial factor for continual usage of e-Government services and for the success or failure of e-Government projects. The main challenge for Jordanians is what are the key determinants of their satisfaction? This paper aims to identify the key factors that determine Jordanians' e-Satisfaction with Jordan's e-Government services portal. Based on an extensive review of relevant literature, five hypotheses are formulated and five factors are identified (i.e., security and privacy, trust, accessibility, awareness of public services, and quality of public services) that may affect the Jordanians' level of satisfaction towards using the Jordan e-Government portal (www.jordan.gov.jo). Survey data from 400 employees in four universities in the northern region of Jordan were collected and used to test the proposed hypotheses. Based on multiple linear regression and factor analyses, our empirical analysis demonstrates several key findings. These findings indicate the usefulness and importance to unveil the key drivers of e-Satisfaction so as to provide feedback in a set of recommendations that will enable creating e-Government portals which are compatible with citizens' needs, desires, and expectations. They also provide insights for both practitioners and governmental policy-makers to enhance e-Government portals via accounting diverse factors of technical, behavioral, managerial, and motivational aspects. Finally, implications and recommendations of these findings were discussed.

Citizens as consumers: Profiling e-government services’ users in Egypt via data mining techniques

This study uses data mining techniques to examine the effect of various demographic, cognitive and psychographic factors on Egyptian citizens’ use of e-government services. Data mining uses a broad family of computationally intensive methods that include decision trees, neural networks, rule induction, machine learning and graphic visualization. Three artificial neural network models (multi-layer perceptron neural network [MLP], probabilistic neural network [PNN] and self-organizing maps neural network [SOM]) and three machine learning techniques (classification and regression trees [CART], multivariate adaptive regression splines [MARS], and support vector machines [SVM]) are compared to a standard statistical method (linear discriminant analysis [LDA]). The variable sets considered are sex, age, educational level, e-government services perceived usefulness, ease of use, compatibility, subjective norms, trust, civic mindedness, and attitudes. The study shows how it is possible to identify various dimensions of e-government services usage behavior by uncovering complex patterns in the dataset, and also shows the classification abilities of data mining techniques.

Developing the Design Strategies for Innovation of e-Government Websites : An Empirical Investigation

Korean government is providing a Internet-based government services to people. One of the main concerns of the government for implementing e-government services is to increase the sustainable use of the people. Therefore, management and development of e-government Web site is an important issue. In particular, it is an important to the government policy for reinforcing satisfaction and trust of the usage of e-government services. Thus, the Web site design is an important issue to consider for increasing usage of e-government services. Therefore, studies of e-government Web site design suggested an important implication to spread for continual usage of e-government services. In this study, we investigated relationships among the design factors of e-government Web site, trust, and satisfaction. The results of this study will provide useful suggestions for developing design strategies for continual adoption of e-government services.

Validation of E-Commerce Portal Service Quality Scale in E-Government Portal

Research on digital government focus mainly was hitherto on strategic implementation of government services, without an accountability of service quality expected by the users. Good service quality helps in return users and thus can enhance the usage of e-government services. Very few studies which have been done on e-government service quality. Researchers generally adopt multidimensional scale proposed for e-commerce to measure the e-service quality of government projects. But are the two comparable? An empirical research based on conceptual model in this paper highlights to what extent an e-commerce model can be implemented to evaluate the service quality of government digital services offered over the internet. The findings have been explained, which can serve as a valuable input for researchers and practitioners to understand user perceived service quality for e-government portals. The study was based on an Indian Government portal and might be a limitation for taking a holistic approach to address the issues existing in government portals of different countries.