Use Of E-government Services Research Articles

Understanding the key driver of e-government services continuance usage intention: An integrated model of Expectation Confirmation Model and Technology Acceptance Model

Continuous usage is crucial for ensuring the longevity of technological advancements. The success of e-government is contingent upon its ongoing use, rather than its initial acceptance. Nevertheless, there has been a dearth of scholarly research on the ongoing use of e-government services. The objective of this study was to identify the primary factors that influences the continued use of e-government services in Indonesia. The research model was created by integrating both Expectation Confirmation Model and Technology Acceptance Model, two theories that are frequently employed in the adoption of technology. The data was obtained by administering an online survey to 217 Indonesian citizens who had previously utilized the Online Citizen Aspiration and Complaints Service (LAPOR) e-Government services. The results indicate that perceived ease of use had a substantial impact on citizen satisfaction and perceived usefulness. In contrast to previous research conducted in the context of e-Government, it was found that perceived usefulness did not have a significant correlation with the intention to continue using the system. The most significant predictor of continued intention to use was citizen satisfaction. Surprisingly, satisfaction was more significantly influenced by perceived ease of use than perceived usefulness. The implications of these findings are elaborated upon.

The utility of smart government services apps solutions in the post-pandemic era

Purpose The main purpose of this study is to determine the antecedent factors of smart government service apps intention and its impact on actual use by extending the unified theory of acceptance and use of technology (UTAUT) in the Jordanian context. Design/methodology/approach To achieve the main purpose, a quantitative method was used to test collected data, and hypotheses testing through using statistical package for social sciences (SPSS) and smart partial least squares software. Findings The findings indicate that social media advertising has a positive effect on both social influence and peer influence. Furthermore, it demonstrated a significant effect of social influence on performance expectancy. In addition, there is a direct correlation between the government capacity, effort expectancy, facilitating conditions and the intention to use e-government services. Lastly, the results mainly show that the actual use of e-government services is significantly and positively influenced by intention and self-isolation. Next, as expected, self-isolation moderated the relationship between intention to use and actual use of e-government services via the Sanad application, and hence the related hypothesis was supported. Originality/value This study provides practical recommendations for the policy-makers in the Jordanian e-government and Ministry of Digital Economy and Entrepreneurship (MoDEE) in Jordan.

Community Acceptance of SIKESAL: An UTAUT Model Approach in E-Government Services in Jambi City

Purpose: This research examines the factors influencing public acceptance of e-government services, particularly the Sikesal system in Jambi City. The urgency of this research lies in its potential to improve the quality of public services, increase community engagement, and support digital transformation goals in Jambi City. This study contributes to understanding how local communities perceive and utilize e-government services, providing insights to improve service design and Using the Unified Theory of Acceptance and Use of Technology (UTAUT) model, we evaluated variables including Performance Expectancy, Effort Expectancy, Social Influence, and Facilitating Conditions. The study utilized a quantitative approach, collecting data through questionnaires distributed to 100 respondents, selected using the Slovin formula. Result: Results indicate that Effort Expectancy significantly impacts the use of e-government services (T value of 18.339, P value of 0.000), highlighting the importance of user-friendliness. However, performance expectancy, social influence, and facilitating conditions did not significantly impact. Novelty: The novelty of this study lies in its localized examination of e-government acceptance, providing insights for targeted improvements in service design and implementation.

Citizen attitudes towards e-government services during the COVID-19 pandemic: A case in Türkiye

E-government services are essential to societies because they save time, reduce corruption, provide efficient, low-cost, and fast service, increase transparency, and enhance trust in the government. These applications save time, which translates to cost savings by reducing bureaucratic crowds and fatigue and eliminating the need for citizens to travel for offline transactions. This study investigates various factors related to citizens' use of e-government services according to gender differences during and before COVID-19. The microdata set from the Survey on Information and Communication Technology (ICT) Usage in Households conducted by TURKSTAT in 2018 and 2021 was used. Additionally, the binary logistic regression method was employed to analyze these factors. According to the research results, it has been determined that variables such as age, education level, occupation, e-commerce use, internet financial transaction status, number of people in the household, and region are associated with women's use of e-government services during the COVID-19 pandemic. The study found that the significance and impact of these variables on the use of e-government services differ based on the gender of individuals and the periods. The study provides recommendations for IT professionals, staff of the interior ministries, and researchers interested in increasing the use of e-government services. This research may also pioneer efforts to identify priority areas for expanding e-government services.

Digitally vulnerable populations’ use of e-government services: inclusivity and access

ABSTRACT This study explores the utilisation of e-government services by digitally vulnerable individuals in South Korea. The research questions focus on understanding the current status of e-government use among digitally vulnerable populations, including the elderly, low-income, the disabled, and multi-cultural families, the level of inclusivity of e-government services for them, and the policy implications for improving access to these services. Using data from the 2021 National E-government Survey (NES) in South Korea, the study found that only a small percentage of digitally vulnerable populations are aware of e-government services and that most web-based and app-based information transaction, financial transaction, e-participation, and social welfare services are not inclusive for age and income level. However, the study also revealed that most web-based and app-based e-government services examined, except e-business services, provide inclusive services to the disabled and multi-cultural families. The study concludes with recommendations for policy makers to improve inclusivity and access to e-government services for digitally vulnerable populations.

The Use of E-Government Services Provided by the Local Authorities. The Case of Municipality of Kavala

The Use of E-Government Services Provided by the Local Authorities. The Case of Municipality of Kavala

The use of e-government services provided by the local authorities: the case of the municipality of Kavala

The use of e-government services provided by the local authorities: the case of the municipality of Kavala

Explicating Trust-building Factors Impacting the Use of e-government Services

This study investigates the users’ perception of trust-building factors influencing the use of e-government services and information, by integrating constructs identified in the technology acceptance model (TAM) with information systems (IS) success and trust models. Data was collected using a questionnaire targeted towards users of e-government services in Kuwait. The partial least squares structural equation modeling method was used to analyze 717 valid questionnaire responses. The results indicate that information quality and design (IQD) and perceived ease of use (PEU) influence individuals’ trust in e-government (TEG), thereby affecting their behavioral intentions (BI). Furthermore, the results indicate an average level of the users’ satisfaction and significant differences in how gender and nationality are associated with the overall satisfaction of e-government services users. The proposed framework contributes to extending models by integrating IQD (a modified construct of the IS model) and PEU (a construct of the TAM) as trust-related factors that provide better insights into the driving forces of BI and should be considered when designing and developing e-government services. Additionally, the study provides a deeper understanding of the challenges that could hinder the use of e-government systems.

Digital inclusion for all? A gender-disaggregated analysis of e-government service use in Indonesia

PurposeThis study aims to investigate the factors that influence the use of e-government services among male and female samples, aiming at gaining a deeper understanding of how to promote digital inclusion and maximize the benefits of digitalization.Design/methodology/approachThis study uses binomial logistic regression modeling on two data sets: a nationwide survey at the individual level of 8,854 usable samples conducted in 2019 and village potential statistics.FindingsThe survey indicates low adoption and use of e-government services among both males and females. The statistical analysis further reveals that although there might be some variations in the influencing factors between the genders, the overall patterns are similar. These findings suggest that the low adoption and use of e-government services among males and females can be attributed to factors such as misperceptions about internet-based services, resulting in low motivation to use the services, inadequate internet connectivity, affordability, limited digital skills and exposure to harmful online content.Originality/valueThis study conducts a gender-disaggregated analysis to determine whether the antecedents of males’ decisions to adopt e-government services differ from those of females. Such a study is underrepresented in the extant literature, particularly in the context of e-government service use.

Identification of the determinants of public trust in e-government services and participation in social media based on good governance theory and the technology acceptance model

PurposeThis study aims to investigate the determinants of public trust in e-government services (Te-GS) and participation in social media.Design/methodology/approachA quantitative cross-sectional field survey was used to collect primary data at the local government level in 11 cities, towns and districts in Tien Giang Province, Vietnam. The final data set of 529 respondents was analysed using SmartPLS4 to evaluate the measurement and structural models.FindingsPerceived responsiveness, transparency and security have strong positive associations with Te-GS, whereas perceived accountability does not. Furthermore, perceived ease of use and perceived usefulness are positively associated with social media participation.Originality/valueAlthough previous studies have examined citizen behaviour in the use of e-government services, the social media context has rarely been considered due to its novelty. This study adds to the knowledge of the antecedents of participation in e-government services in developing countries such as Vietnam. Furthermore, it provides a comprehensive framework for understanding participation intention that considers four elements of good governance theory and two elements of the technology acceptance model (TAM), thereby extending previous research on the effects of these variables on the adoption of e-government services.

Behavioral Acceptance of Electronic Government in Jordan

Due to the development of communication and information technology, all organizations employ electronic communication to reach their customers and users, especially in developed nations where governments use e-government to support their residents with needed services. In Jordan, the use of e-government services is not as well adopted as in developed nations, because some Jordanians do not trust e-government services due to many reasons, which are discussed in this research; therefore, this study's goal is to determine dimensions that affect people's intentions to use e-government and its effect on e-government actual use in Jordan. The study looks into the factors that impact individuals' intentions and actual e-government usage, including attitudes toward behavior, credibility, and subjective norms that are derived from perceived usefulness, ease of use, awareness, trust in the government, incentives, trust in service delivery, transactional security, and social influence. A total of 352 online questionnaires were gathered, the majority of which were completed by college students who are between the ages of 18 and 29. The findings indicate that perceived ease of use, incentives, and perceived usefulness influence attitudes toward behavior, while awareness does not affect attitudes toward behavior. Trust in service delivery, transactional security, and trust in government affect credibility. Social influences affect subjective norms. Attitudes toward behavior and subjective norms affect intention to use, using intention affects actual usage, while credibility does not affect using intention. Finally, the results are helpful to Jordanian organizations including the Jordanian government. Recommendations are provided in the last section.

An Exploratory Study of the Use of the Internet and E-Government by Older Adults in the Countryside of Brazil

The ubiquity of the Internet and its technology and the increasing aging of the world’s population are ever more evident. Older users have different demands and capabilities when using the services offered in the digital environment. As a service provider to its population, the government has sought to optimize the provision of services and access to information through information and communication technology. Older adults are a relevant group of users of public services and have significant demands in some specific public services. To identify questions about the factors that promote the use, perception and barriers to the older population regarding the use of the Internet and government websites, this study was inspired by a study carried out in the United Kingdom to identify these factors. The study reports on a survey with 143 participants recruited from different geographical regions of the countryside of Brazil. The research showed that although government websites are strongly inclined to offer quality content and maintain the satisfaction of older adult users, there is still a more significant number of users who, due to low technology skills, do not use these sites or the Internet. Older citizens also had high Internet penetration and mobile device use. Lower computer literacy in the countryside of Brazil was related to factors such as gender, education level, race and sociocultural factors. A partial comparison with a study in the United Kingdom showed a lag in the use of e-government services by older adults in the countryside of Brazil.

자동화 기기와 인구 고령화가 전자정부서비스 워크넷 이용에 미치는 효과

With population aging and advances in automation, devices to search for employment information via e-government services have diversified with the resultant increases and interest in employment information searches. With the introduction of such automated devices, e-government service devices have expanded to include kiosks and AI speakers/guide robots. Accordingly, a Probit regression model was applied to 2021 survey data to analyze the use of automated devices for e-government services and the effects of aging on the use of employment information by e-government service users. Government policies are needed to improve the Worknet use of e-government services with the expanded use of automated devices and the increasing elderly population.

Digital Divide and the Use of Digital Public Services During the COVID-19 Pandemic

Abstract The COVID-19 pandemic enhanced digital transformation. With the spread of the pandemic and the introduction of epidemiological measures, citizens were enforced to use the Internet to an increased extent. The digital divide among citizens and the capability of citizens to get an equal level of services has also come to the fore. The paper explores the changes in the use of e-government services and the impact of the pandemic on the citizens’ attitudes toward Internet use in Croatia. The analysis is based on the survey data. The results show that due to the pandemic, citizens became more dependent on IT equipment. Citizens spend more time using digital public services than in the pre-pandemic period. The results also reveal differences in the COVID-19 impact on the use of digital public services between different groups of population.

A Study on E-government Service Quality and Effectiveness of E-government Services in Selected Divisional Secretariats

Acknowledge to the rapid global growth of internet and information technology, many governments around the world have transformed their services from traditional services to electronic means. Using the internet, nowadays governments are offering more convenient and faster access to their services and information. This has been achieved by the use of e-government services. Even though, the concept of e-government is still in its early stage, it has become an important issue in recent years. The main purpose of introducing e-government services is to effective services to the citizens. However, many governments have been developing the e-government services without paying full attention to the effectiveness of the e-government services and the requirements of citizens. Accordingly, the main purpose of this study is to identify the relationship between e-government service quality and effectiveness of e-government services. This study conducted based on quantitative method and the primary data collected through the structured questionnaires. In total, 112 questionnaires were distributed to citizens who accessed e-government services in 14 divisional secretariats in Batticaloa District. From that, total of 100 completed questionnaires were gathered, representing 89.26% response rate. The collected data was analyzed with the aid of SPSS (22.0) software. The data analysis method is specially focused on the bivariate and multi variate analysis due to the specific research questions. Major findings indicates that there is a positive significant relationship between all the dimensions of e-government service quality and effectiveness of e-government services. Further simple regression analysis between e-government service quality and effectiveness of e-government service results also explicit e-government service quality has a positive significant influence on effectiveness of e-government services. The results of this study will assist the government entities in proper development and implementation of e-government services in the divisional secretariats to provide quality e-government services to the citizens. Future research can cover local e-government projects in national level.

E-Administration in Polish Voivodeships Against the Background of Europe

Goal– the aim of the article is to assess the level of development of e-government services in Europe, with particular emphasis on the level of use of these services in Polish voivodships. Research methodology– the Perkal method and the analysis of the EGDI index were used to achieve the research objective. The study was conducted on the basis of the available data from the United Nations E-Government Survey and the Central Statistical Office in the area of public e-government services for citizens. Score/results – the analysis of the United Nations E-Government Survey reports showed that, since 2003, Denmark, Finland and Sweden have been occupying the highest place in the development of e-government in Europe and in the world. The research results showed that the level of the EGDI indicator increases over the years 2003–2022. The author’s own research on the use of e-government services in Polish voivodeships showed that over the years 2014–2022 the level of use of e-government services by citizens increased. Mazowieckie, Dolnośląskie and Pomorskie Voivodships are characterized by the highest level of use of e-administration services, while the Świętokrzyskie, Podkarpackie and Lubelskie Voivodships are among the voivodships with the lowest use of these services. Originality/value – the introduction of various e-government solutions is becoming a very clear trend. Regional differences, on the other hand, result from the level of the state development in individual countries. The article showed that the use of e-government services in Poland by citizens is increasing, but it is still at an unsatisfactory level. Noticeable disproportions can be seen in individual voivodeships of Poland. Polish society does not take full advantage of the facilities offered by public administration, therefore it seems necessary in this situation to take decisive action that could encourage the society to use e-services. In order to enhance the increase in the use of these services, each voivodeship should develop separate actions that will contribute to greater interest of citizens in e-government services, and consequently to their use. The carried out analyses may therefore be a contribution to further in‑‑ depth research, because the issues of electronic administration are very up‑‑ to-date and knowledge in this field requires constant updating.

Readiness and acceptability for use of e-government services in Kuwait: a case study

Readiness and acceptability for use of e-government services in Kuwait: a case study

Readiness and Acceptability for Use of E-Government Services in Kuwait: A Case Study

Readiness and Acceptability for Use of E-Government Services in Kuwait: A Case Study

The use of e-government services by small businesses in municipalities

The article aimed to investigate the role of e-government in improving the services, offered to small businesses in the City of Tshwane, which forms part of the Gauteng Province. The research method, used in the article, is qualitative. The data were gathered through literature review, and conceptual analysis was employed to analyse the data. The findings established that e-government services were often not considered suitable for some businesses, due to costs and technology access challenges. In addition, some provided services were found to not be of interest to some small businesses. Under agile accessibility, the focus is on ensuring that as many diverse entities as possible make use of different forms of technology and connectivity to gain access to e-government. Diverse user needs must also be captured by noting that governmental services affect population groups both far and wide. In the City of Tshwane case, low agility means that small businesses are generally not well catered for under current e-government systems. While the current study focussed solely on the City of Tshwane, an assessment of the broader Gauteng Province’s e-government efforts did help in gaining a better understanding of the larger political and administrative environment, within which e-government is set. It is, furthermore, necessary to comprehend that e-government has its challenges; thereby making improvement solutions imperative to filling the noted implementation gaps. This study, therefore, sought to further examine the e-government frameworks, institutions, and stakeholders with respect to their responsibilities in, with, and for small businesses

The Quality of E-Government Management, Information Security and Quality

The purpose of the presented paper was to present the state of e-government services in the Republic of Kosovo within the management of electronic services and the role of ICT in data security and quality. E-government is an important sphere in Kosovo, which has been shown to have positively influenced the provision of services to all stakeholders, taking care of the security and quality of these services. This paper belongs to the qualitative and quantitative types, where a total of 115 subjects, experts, and users of e-government services participated and gave their opinions against these services. A literature review was used to process qualitative data, while a questionnaire was used to process quantitative data with experts and users of e-government services. From the results of the research, we understood that the level of use of e-government services in the Republic of Kosovo is high and that there is a high level of data security and quality of services, where the role of ICT in the management of e-data-government is essential and very important. It is recommended that, according to the results of this study, direct access to the management of these services should be considered and offered to ensure the sustainability of e-government services in the Republic of Kosovo. Doi: 10.28991/ESJ-2023-07-01-016 Full Text: PDF