Exploring Success Factors for Web-based E-Government Services: Behavioral Perspective from End Users

This study aims to exploring the key success factors affecting the service provided on the web portal of e-government. Based on the Theory of Planned Behavior(TPB) Technology Acceptance Model (TAM) and Selfservice Technology(SST), the study proposes an intergraded model for the empirical examination of the users' intention and behavior for using e-government's services. An electronic questionnaire is used to collect sample data. Respondents are under-graduate students from six universities who have exposed to the e-government. Then this model is tested by means of the statistical analysis method of Structure Equation Model (SEM). The results show that users' overall satisfaction, specifically explained by Perceived Usefulness and Perceived service quality of the web-based service, most significantly affect their intention to use e-government. In addition, increasing the relevant knowledge and skill of the users effectively enhance their intention and the actual usage as well. Discussion and implication are presented in the end.

[1]  Robert W. Backoff,et al.  Comparing Public and Private Organizations , 1976 .

[2]  I. Ajzen,et al.  Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research , 1977 .

[3]  H. Rainey,et al.  Perceptions of Incentives in Business and Government: Implications for Civil Service Reform , 1979 .

[4]  C. Fornell,et al.  Evaluating structural equation models with unobservable variables and measurement error. , 1981 .

[5]  D. Larcker,et al.  STRUCTURAL EQUATION MODELS WITH UNOBSERVABLE VARIABLES AND MEASUREMENT ERROR , 1981 .

[6]  H. Wold.  Systems Analysis by Partial Least Squares , 1983 .

[7]  Fred D. Davis.  A technology acceptance model for empirically testing new end-user information systems : theory and results , 1985 .

[8]  Jane P. Laudon,et al.  Management Information Systems: Managing the Digital Firm , 2010 .

[9]  Fred D. Davis.  Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology , 1989, MIS Q..

[10]  Mimi Recker,et al.  Using the Web as a Survey Tool: Results from the Second WWW User Survey , 1995, Comput. Networks ISDN Syst..

[11]  Patrick Y. K. Chau,et al.  An Empirical Assessment of a Modified Technology Acceptance Model , 1996, J. Manag. Inf. Syst..

[12]  Donald J. McCubbrey,et al.  Management Information Systems for the Information Age , 1997 .

[13]  Dennis F. Galletta,et al.  Extending the technology acceptance model to account for social influence: theoretical bases and empirical validation , 1999, Proceedings of the 32nd Annual Hawaii International Conference on Systems Sciences. 1999. HICSS-32. Abstracts and CD-ROM of Full Papers.

[14]  Wynne W. Chin,et al.  Structural equation modeling analysis with small samples using partial least squares , 1999 .

[15]  R. Hoyle.  Statistical Strategies for Small Sample Research , 1999 .

[16]  Fred D. Davis,et al.  A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies , 2000, Management Science.

[17]  Barry Bozeman,et al.  Comparing Public and Private Organizations: Empirical Research and the Power of the A Priori , 2000 .

[18]  Mary Jo Bitner,et al.  Technology infusion in service encounters , 2000 .

[19]  M. Conner,et al.  Efficacy of the Theory of Planned Behaviour: a meta-analytic review. , 2001, The British journal of social psychology.

[20]  P. A. Dabholkar,et al.  Integrating attitudinal theories to understand and predict use of technology‐based self‐service: The Internet as an illustration , 2001 .

[21]  E. Turban.  Information Technology for Management : Transforming Business in the Digital Economy , 2001 .

[22]  Susan A. Brown,et al.  Do I really have to? User acceptance of mandated technology , 2002, Eur. J. Inf. Syst..

[23]  Jessica Santos.  E‐service quality: a model of virtual service quality dimensions , 2003 .

[24]  Martin Hughes,et al.  The Role of Process Evolution in Achieving Citizen Centered E-Government , 2003, AMCIS.