Testing of a Model Evaluating e-Government Portal Acceptance and Satisfaction (original) (raw)
Related papers
2009
e-Government has the potential to improve public administration efficiency by increasing convenience, performance and accessibility of government information and service to users. But knowledge about e-Government remains limited. To realize its potential, e-Government needs to be grounded on in-depth understanding of target users" needs, perceptions and other factors influencing its uptake. This cross-sectional study identifies and examines factors influencing e-Government portal satisfaction and adoption by individual citizens in Macao, three years after its inauguration. It is an adaptation to the e-Government context of a model developed for assessing e-commerce websites. To understand the determinants of e-government portal adoption, an integrated model of user satisfaction and technology acceptance is empirically tested. The integrated model involves four success factors-information quality, system quality, perceived effectiveness and social influence-which impact user satisfaction with the e-Government website, influencing intention to reuse. Overall, the study proposes that user perceptions about the e-Government portal influence user attitude towards the portal. An Internet survey collected data from 464 online users of Macao"s e-government portal. The model was found to explain a large proportion of the variance in citizen"s intention to reuse the portal. The portal partially mediates the relationship between success factors and intention-to-reuse. The results provide evidence that Information Quality, System Quality and Social Influence (but not Perceived Effectiveness) are success factors influencing user satisfaction and adoption. It is recommended that portal management needs to ensure ease-ofuse, currency and accuracy of the supplied information. Timely information updating is a major concern for the e-Government portal in Macao. The content an e-government portal that is perceived by users to be easier to navigate is likely to facilitate satisfaction and reuse. Finally, the importance of social influence justifies, managerial actions aimed at improving e-Government portal acceptance by individual users and government employees.
Chapter I A Framework for E-Government Portal Development
2018
Electronic government (E-government) portals are considered one of the most popular conduits for offering government services online. Successful e-government portal development projects have been lauded in several academic and practitioner papers. These projects have concentrated on integrating government agencies by working to break the traditional silo-based view of the government and providing seamless integrated online services to citizens. However, the rate of adoption for e-government portals by citizens has been much lower than expected. A major reason identified in the literature for this is a lack of understanding of managerial considerations that affect portal development and subsequent adoption. In this chapter, we present a framework of managerial considerations for the development of e-government portals. The framework builds upon available literature in the field of e-government and public administration. It consists of eight key front-office and back-office considerations that contribute to successful development of an e-government portal. It provides an excellent platform for future research on e-government portals. The framework can also be extended to managers as a useful tool for ascertaining the effectiveness of their government portal development.
Procedia Economics and Finance, 2016
E-government can offer improved quality of information supply and fewer administrative burdens. Despite significant benefits in e-government systems, the extent to which citizens have been able to assimilate these systems is still unclear. This study analyzed the relationships between predictor's variable (perceived usefulness and perceived ease of use) and criterion variable which is continuance intention to use e-government. A total of 543 government servant who taught in Malaysian public schools completed the questionnaire and became the participants of this study. To answer the research questions, multiple regression analysis was applied. The results indicate that perceived usefulness (β = 0.65, p < 0.01) and perceived ease of use (β = 0.14, p < 0.05) were positively related to continuance intention to use e-government and able to explain a total of 56 % variance.
Factors for Successful e-Government Adoption: a Conceptual Framework
Canada has been the world's leader in e-Government maturity for the last five years. The global average for government website usage by citizens is about 30%. In Canada, this statistic is over 51%. The vast majority of Canadians visit government websites to obtain information, rather than interacting or transacting with the government. It seems that the rate of adoption of e-Government has globally fallen below expectations although some countries are doing better than others. Clearly, a better understanding of why and how citizens use government websites, and their general dispositions towards e-Government is an important research issue. This paper initiates discussion of this issue by proposing a conceptual model of e-Government adoption that places users as the focal point for e-Government adoption strategy.
E-government portal effectiveness: managerial considerations for design and development
2007
In this paper we present a framework of managerial considerations for the design and development of e-government portals. The paper builds upon the available literature to devise a comprehensive framework which takes into account both back-end and frontend considerations. Eight key factors are identified in the framework. The framework includes technical as well as socio-political considerations. It provides an excellent platform for future research on e-government portals, which can also be extended to managers as a useful tool for ascertaining the effectiveness of their government's portal.
User Adoption and Use of E-Government Online Service
2010
There is evidence of a universal shift toward modern online public services. Governments and public sector organizations around the globe have to take notice of this phenomenon, becoming aware of its potentials and incorporating information technology in delivering better services to the public via e-government. The prime aim of egovernment in Malaysia is to serve the ‘rakyat’ (citizen) and to have better online service. Although it is clear that citizen is the main user of e-government online services, there are only few studies conducted on the issue of citizen adoption of the online service. This paper presents the level of citizen adoption as one of the perspectives of egovernment implementation. The model is built on the Technology Adoption Model (TAM) and Technology Planning Behaviour (TPB) and literature related to these models.
A Review of the Factors Affecting User Satisfaction in Electronic Government Services
International Journal of Electronic Government Research, 2014
Even after more than a decade of intensive research work in the area of electronic government (e-government) adoption and diffusion, no study has yet undertaken a theoretical evaluation of research related to ‘e-government satisfaction'. The purpose of this study is to undertake a comprehensive review of the literature related to e-government satisfaction and adoption with a particular focus on the most critical factors and their manifested variables that influence user satisfaction in e-government. Usable data relating to e-government research were collected from 147 papers identified from the Scopus database and by manually identifying relevant articles from journals dedicated to e-government research such as Electronic Government, an International Journal (EGIJ), International Journal of Electronic Government Research (IJEGR) and Transforming Government: People, Process, and Policy (TGPPP). A meta-analysis of existing e-government studies found that the majority of the constr...
The purpose of this study is to explore and investigate empirically the relationship between perceived usefulness, perceived ease of use, perceived information quality, and intention to use e-government to gather information and conduct transactions by Jordanian citizens. Motivations- The motivations for conducting this study are: this work has never been done in the Jordanian e-government context; there is a significant part of e-government literature that investigates various factors that determine intention to use e-government in developed countries, however, there is a dearth of studies that investigate intention to use e-government for gathering information and conducting transactions in developing countries; and finally, it is an empirical research where important findings emerge and as a result, relevant managerial implications are provided. Design/methodology/approach- A questionnaire survey was developed based on the related literature. The original version of the questionnaire was in English then translated into Arabic. The questionnaire was circulated to a selected sample of Jordanian citizens who are aware of e-government services. Findings- The results of data analysis have revealed that Jordanian citizens perceive that e-government system is useful, easy to use, and to some extent has a high level of information quality. The results have also showed that there is a significant positive relationship between perceived usefulness, perceived ease of use and perceived information quality and intention to use e-government for gathering information and conducting transactions. Finally, the results suggest that citizens’ gender and level of education make some differences in terms of using e-government for gathering information rather than for conducting transactions. Research limitations- This research has not taken into consideration all the contextual factors that may determine intention to use e-government for gathering information or conducting transactions. Also, it did not take into account the possibility of any intervening, mediating, and moderating variables that may strengthen the hypothesized relationships in the research model. Practical implications- As this research focuses on perceived usefulness, perceived ease of use, perceived information quality and tries to link those with intention to use, as result; it will encourage the use of e-government for gathering information and conducting transactions. It also raises the policy and decision makers’ awareness of how Jordanian citizens are going to use e-government services. Finally, it gives e-government project national team an idea of how to design e-government strategy according to citizens’ needs.
AN EMPIRICAL STUDY ON THE DETERMINANTS OF USER ACCEPTANCE OF e-GOVERNMENT IN PUBLIC SECTOR
Proceedings of the Fifth International Conference on Web Information Systems and Technologies, 2009
The purpose of this paper is to examine the determinants of user acceptance of e-Government in public sector by using the technology acceptance model (TAM) as a based theoretical model. The model of e-Government acceptance in public sector integrates constructs from TAM, the extended TAM (TAM2), the diffusion of innovation (DOI), and trust literature. To empirically test the model, the data were collected from 112 public officers in 10 ministries in Cambodia. The finding shows that image and output quality are significant influential determinants toward perceived usefulness. Perceived usefulness, relative advantage, and trust are significant determinants toward the acceptance of e-Government usage in public sector.
Continuous Use and Extended Use of E-Government Portals in Malaysia
International Journal of Public Administration, 2020
This study aims to investigate the level of user satisfaction with the services provided by E-Government portals and to examine the influence of perceived value and virtual community engagement on citizens' satisfaction and their continuous and extended use intentions. Primary data are collected from a convenience sample of 1,000 E-Government portal users via a questionnaire survey. The findings show that citizens are generally satisfied with the services provided by E-Government portals and have positive continuous use and extended use intentions. Both perceived value and virtual community engagement relate positively with citizen satisfaction, with the former has a relatively stronger influence. Citizen satisfaction also leads to continuous and extended use intentions. The findings shed lights on dimensions of E-Government portals that citizens considered valuable and the importance of virtual community engagement in influencing their satisfaction and subsequent use intentions.