Critical factors increasing user satisfaction with e-government services

doi:10.1504/EG.2009.024943

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Critical factors increasing user satisfaction with e-government services

Journal Article•DOI•

Critical factors increasing user satisfaction with e-government services

Reiko Gotoh¹•Institutions (1)

Ibaraki University¹

06 May 2009-Vol. 6, Iss: 3, pp 252-264

TL;DR: A theoretical model for assessing the performance of e-government services, to verify them quantitatively and to clarify the factors that increase user satisfaction with these services to discuss the policy implications.

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Abstract: To make e-government more efficient and effective, it is necessary to assess its performance using quantitative methodologies and to improve it based on scientific evidences. The purpose of this study is to develop a theoretical model for assessing the performance of e-government services, to verify them quantitatively and to clarify the factors that increase user satisfaction with these services. The model was examined through structured equation modelling using the data of business users regarding the online tax declaration service of the Japanese Government. Based on the findings, this paper discusses the policy implications.

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Journal Article•DOI•

Investigating success of an e-government initiative: Validation of an integrated IS success model

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Nripendra P. Rana¹, Yogesh K. Dwivedi¹, Michael D. Williams¹, Vishanth Weerakkody²•Institutions (2)

Swansea University¹, Brunel University London²

01 Feb 2015-Information Systems Frontiers

TL;DR: The empirical evidence and discussion presented in the study can help the government to improve upon and fully utilise the potential of the OPGRS as a useful tool toward a transparent and corruption free country.

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Abstract: The purpose of this paper is to examine the success (by measuring intention to use and user satisfaction) of the online public grievance redressal system (OPGRS) from the perspective of the citizens of India. The success of this e-government system is examined using an integrated IS success model. The model developed includes the constructs such as system quality, information quality, service quality, perceived usefulness, perceived ease of use, perceived satisfaction, perceived risk, and behavioral intention. The proposed integrated research model of IS was validated using the response taken from 419 citizens from different cities of India. The empirical outcomes provided the positive significant connections between all 12 hypothesised relationships between eight constructs. The empirical evidence and discussion presented in the study can help the government to improve upon and fully utilise the potential of the OPGRS as a useful tool toward a transparent and corruption free country.

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217 citations

Cites methods from "Critical factors increasing user sa..."

...A number of studies (e.g. Chai et al., 2006; Chen, 2010; Floropoulos et al., 2010; Gotoh, 2009; Hsu and Chen, 2007; Hu et al., 2009; Rana et al., 2013b, 2013c, 2014b; Sambasivan et al., 2010; Scott et al., 2009; Teo et al., 2008) have used IS Success Models to analyse the use, intention to use, and…...
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...For example, Gotoh (2009) undertook an analysis of the online tax declaration services for the Japanese government and empirically examined it to reveal factors that enhance user’s satisfaction with such services....
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Journal Article•DOI•

A meta-analysis of existing research on citizen adoption of e-government

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Nripendra P. Rana¹, Yogesh K. Dwivedi¹, Michael D. Williams¹•Institutions (1)

Swansea University¹

01 Jun 2015-Information Systems Frontiers

TL;DR: A broader analysis of research on adoption and diffusion of e-government reflects that although a large number of theories and theoretical constructs were borrowed from the reference disciplines, their utilization by e- government researchers appears to be largely random in approach.

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Abstract: The purpose of this paper is to perform a weight-analysis and to undertake a meta-analysis of findings reported in published research on the adoption and diffusion of e-government. Usable data relating to e-government adoption research were collected from 103 empirical studies. Of those 103 articles, only 63 used a range of different constructs with appropriate correlation values required for performing a weight- and meta-analysis. Diagrammatic representation has been presented using significant as well as non-significant relationships from all 103 publications. A broader analysis of research on adoption and diffusion of e-government also reflects that although a large number of theories and theoretical constructs were borrowed from the reference disciplines, their utilization by e-government researchers appears to be largely random in approach. This paper also acknowledges the theoretical contribution, the limitations of this study, and suggests further research directions for the continued work.

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189 citations

Journal Article•DOI•

Theories and Theoretical Models for Examining the Adoption of e-Government Services

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Nripendra P. Rana, Michael D. Williams, Yogesh K. Dwivedi, Janet Williams

01 Jan 2012-E-service Journal

TL;DR: It was revealed that generic e-government applications were explored more than any specific applications, and the technology acceptance model (TAM) was the theory most often utilized to explain research models.

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Abstract: After more than a decade of research in the field of e-government, it is now timely and appropriate to reflect upon the overall developmental directions in the area. The purpose of this paper is to explore research progress to date by systematically analyzing the existing body of knowledge on e-government related issues, and to reveal if there is a lack of theoretical development and rigor in the area. Usable data relating to e-government adoption research currently available were collected from 434 research articles identified from the ISI Web of Knowledge database, and by manually identifying relevant articles from journals dedicated to electronic government research such as Transforming Government: People, Process, and Policy (TGPPP), Electronic Government, an International Journal (EGIJ), and International Journal of Electronic Government Research (IJEGR). Based on our investigation of this extant literature, our findings revealed that generic e-government applications were explored more than any specific applications, and the technology acceptance model (TAM) was the theory most often utilized to explain research models. It was also revealed that

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74 citations

Cites background from "Critical factors increasing user sa..."

...However, countries like Australia, Bangladesh, Belgium, Brunei, Cambodia, Can- ada, Greece, Romania, Singapore, Japan, Indonesia, Mexico, Portugal, Qatar, and Spain 32 e-Service Journal Volume 8 Issue 2 Country Application Studies Netherlands Telephone channel integration/ service channel Pieterson and Teerling (2009), Pieterson et al. (2008) Online public information and services van Deursen and van Dijk (2009), Veenstra and Zuurmond (2009) Internet services van Dijk et al. (2008) E-Government services Horst et al. (2007) South Korea Tax filing Web sites Lee et al. (2008) E-Government Web sites Kim and Holzer (2006) E-Government services Lim and Tang (2007) Information technology Kim and Lee (2006) UK E-Government services Barnes and Vidgen (2004), Dwivedi and Williams (2008), Kolsaker and Lee-Kelley (2006) Internet Norris and Curtice (2006) Hong Kong E-Stamping Lau (2004), Luk (2009) E-Commerce Lau and Kwok (2007) E-Tax Hu et al. (2009) Pakistan Enterprise application Khoumbati and Themistocleous (2007) E-Commerce Lau and Kwok (2007) Broadband Dwivedi et al. (2007b), Khoumbati et al. (2007) Turkey E-Learning Ozkan et al. (2009) Tax filing Web sites Lee et al. (2008) E-Government services Kanat and Ozkan (2009) Thailand E-Government services Mirchandani et al. (2008) E-Government technology Vathanophas et al. (2008) E-Government Web sites Wangpipatwong et al. (2009) Various countries E-Government services Boyer-Wright and Kottermann (2008), Das et al. (2009), Srivastava and Teo (2006), Srivastava and Teo (2007a), Srivastava and Teo (2007b) E-Reverse auction Gumussoy and Calisir (2009) China E-Government services Tang et al. (2009) Information systems Phang et al. (2006) Africa Information and communication technology Bussell (2007) Telecommunication Mbarika and Byrd (2009) 33 all appear to be under-represented with only one application each....
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...…(2005) Romania Colesca (2009), Colesca and Dobrica (2008) Belgium Verdegem and Verleye (2009) Cambodia Sang et al. (2009), Sang et al. (2010) Japan Gotoh (2009) Slovenia Kunstelj et al. (2007) Indonesia Mirchandani et al. (2008) Spain Serrano-Cinca et al. (2008) Brunei Internet Seyal and Pijpers…...
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...Moreover, some studies (Gotoh, 2009; Hu et al., 2007) used only a partial collection of constructs from this model in their research....
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...An examination of these studies revealed that the technology acceptance model (TAM) was the most often used (25 studies), followed by DeLone and McLean’s (1992, 2003) IS success model (11 studies), DOI (11 studies), UTAUT (9 studies), TPB (8 studies), TAM2 (4 studies),and Country Application Studies European Union E-Government services Pina et al. (2009) Wireless location technology Seeman et al. (2007) Canada E-Government services Parent et al. (2005), Reddick (2005) Singapore Teo et al. (2008), Tung and Rieck (2005) Romania Colesca (2009), Colesca and Dobrica (2008) Belgium Verdegem and Verleye (2009) Cambodia Sang et al. (2009), Sang et al. (2010) Japan Gotoh (2009) Slovenia Kunstelj et al. (2007) Indonesia Mirchandani et al. (2008) Spain Serrano-Cinca et al. (2008) Brunei Internet Seyal and Pijpers (2004) Mexico Enacted technology Luna-Reyes et al. (2008) Bangladesh Broadband Dwivedi et al. (2007a), Shareef et al. (2009) Saudi Arabia Dwivedi and Weerakkody (2007) Greece Taxation services Floropoulos et al. (2010) Portugal Pinho and Macedo (2008) Australia Information systems Krell and Matook (2009) Qatar Wi-Fi Al-Shafi and Weerakkody (2009) 35 Theory/Model/Framework Methodology Sources Trust Model/ Trustworthiness Survey Carter and Belanger (2005), Li et al. (2008) Questionnaire Lean et al. (2009) Active Agent Framework based on Structuration Theory Case Study Senyucel (2007) Literature Review Parvez (2006) Interview Parvez (2008), Senyucel (2007) Decomposed TPB (DTPB) Survey Lau (2004), Lau and Kwok (2007) IS Success Model (Myers et al., 1997) Survey Sun et al. (2006) Resident Decision Model Questionnaire Hamner and Al-Qahtani (2009) IS Planning and Investment Model Survey Krell and Matook (2009) Social Cognitive Theory (SCT) Survey Loo et al. (2009) Leadership Theory Case Study, Interview Luk (2009) Stakeholder Theory Actor Network Theory Case Study, Survey Ajad and Faraj (2009) Schutzian Theory of Human Agency Descriptive Approach Fu-Lai and Yu (2008) Dynamic Info-Inclusion Model (D2I) Secondary Data Analysis Joia (2004) Theory of Connection Literature Review Davidrajuh (2004) Grounded Theory Secondary Data Analysis Hsu (2005) Governance Theory Case Study Kolsaker (2006) Structurational Model of Technology Literature Review Parvez (2006) Transaction Cost Analysis (TCA) Field Survey Shareef et al. (2009) Coordination Theory Case Study, Interview Janssen and Kuk (2007) Institutional Theory Survey Luna-Reyes et al. (2008) Complexity Theory Descriptive Approach Falivene and Silva (2008) Intermediation Theory Case Study Janssen and Klievink (2009) IS Success Sub-Model (Seddon, 1997) Survey Floropoulos et al. (2010) 36 e-Service Journal Volume 8 Issue 2 the theory of reasoned action (TRA), structuration theory, and the trust model (3 studies each)....
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Journal Article•DOI•

Evaluating alternative theoretical models for examining citizen centric adoption of e‐government

[...]

Nripendra P. Rana¹, Yogesh K. Dwivedi¹, Michael D. Williams¹•Institutions (1)

Swansea University¹

10 Nov 2013-Transforming Government: People, Process and Policy

TL;DR: Empirically examine the performance of the alternative IS/IT adoption models used more frequently in the citizen centric adoption of e‐government systems to provide a trend about the models and subsequent constructs being utilized in this area of research.

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Abstract: Purpose – The purpose of this paper is to empirically examine the performance of the alternative IS/IT adoption models used more frequently in the citizen centric adoption of e‐government systems. Such analysis will not only provide a trend about the models and subsequent constructs being utilized in this area of research but also guides us toward laying a foundation for the formulation of an alternative integrated model for citizen centric adoption of e‐government services.Design/methodology/approach – The relevant secondary data from 87 research studies on citizen centric e‐government services were analysed to examine the performance of some of the most frequently used alternative models (e.g. technology acceptance model (TAM), diffusion of innovation|innovation diffusion theory (DOI|IDT), DeLone and McLean IS success model, unified theory of acceptance and use of technology (UTAUT), and theory of planned behaviour (TPB)) of IS/IT adoption in this area of research.Findings – The findings of this researc...

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73 citations

Cites methods from "Critical factors increasing user sa..."

...For example, Gotoh (2009) used only system quality as the critical factor of e-government services from the original model and used the other two quality constructs based on the amendments of information and service quality....
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Journal Article•DOI•

Reflecting on E-Government Research: Toward a Taxonomy of Theories and Theoretical Constructs

[...]

Yogesh K. Dwivedi¹, Michael D. Williams¹, Nripendra P. Rana¹, Janet Williams²•Institutions (2)

Swansea University¹, University of South Wales²

01 Oct 2011

TL;DR: Findings reveal that generic e-government applications were explored more than any specific applications, and the technology acceptance model TAM was the most utilized theory to explain research models.

...read moreread less

Abstract: After more than a decade of research in the field of e-government, it is now timely and appropriate to reflect upon the overall developmental directions in the area. This paper explores research progress to date by systematically analyzing the existing body of knowledge on e-government related issues, and reveal if there is lack of theoretical development and rigor in the area. Usable data relating to e-government research currently available were collected from 779 research articles identified from the ISI Web of Knowledge database, and by manually identifying relevant articles from dedicated journals on electronic government such as Transforming Government: People, Process, and Policy TGPPP, Electronic Government, an International Journal EGIJ, and International Journal of Electronic Government Research IJEGR. Based on the investigation of the various studies, findings reveal that generic e-government applications were explored more than any specific applications, and the technology acceptance model TAM was the most utilized theory to explain research models. Although a large number of theories and theoretical constructs were borrowed from the reference disciplines, their utilization by e-government researchers appears largely random in approach. The paper also presents limitations and further research directions for future researchers.

...read moreread less

68 citations

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Journal Article•DOI•

Evaluating Structural Equation Models with Unobservable Variables and Measurement Error

[...]

Claes Fornell¹, David F. Larcker²•Institutions (2)

University of Michigan¹, Northwestern University²

01 Feb 1981-Journal of Marketing Research

TL;DR: In this paper, the statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined, and a drawback of the commonly applied chi square test, in additit...

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Abstract: The statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined. A drawback of the commonly applied chi square test, in addit...

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56,555 citations

"Critical factors increasing user sa..." refers result in this paper

...This result confirmed the discriminant validity of the model (Fornell and Larker, 1981)....
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...70 (Fornell and Larker, 1981)....
[...]

Perceived Usefulness, Perceived Ease of Use, and User

[...]

Perceived Usefulness, Fred D. Davis

01 Jan 1989

TL;DR: Regression analyses suggest that perceived ease of use may actually be a causal antecdent to perceived usefulness, as opposed to a parallel, direct determinant of system usage.

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40,975 citations

"Critical factors increasing user sa..." refers background in this paper

...To raise the efficiencies and effectiveness of e-government services, it is also important to clarify the factors that influence users’ acceptance based on the data of potential users (Blechar et al., 2006; Carter and Bélanger, 2005; Davis, 1989; Kumar et al., 2007)....
[...]
...According to DeLone and McLean (1992), the quality constructs of IS can be categorised into two kinds: ‘system quality’ and ‘information quality’....
[...]

Journal Article•DOI•

Perceived usefulness, perceived ease of use, and user acceptance of information technology

[...]

Fred D. Davis¹•Institutions (1)

University of Michigan¹

01 Sep 1989-Management Information Systems Quarterly

TL;DR: In this article, the authors developed and validated new scales for two specific variables, perceived usefulness and perceived ease of use, which are hypothesized to be fundamental determinants of user acceptance.

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Abstract: Valid measurement scales for predicting user acceptance of computers are in short supply. Most subjective measures used in practice are unvalidated, and their relationship to system usage is unknown. The present research develops and validates new scales for two specific variables, perceived usefulness and perceived ease of use, which are hypothesized to be fundamental determinants of user acceptance. Definitions of these two variables were used to develop scale items that were pretested for content validity and then tested for reliability and construct validity in two studies involving a total of 152 users and four application programs. The measures were refined and streamlined, resulting in two six-item scales with reliabilities of .98 for usefulness and .94 for ease of use. The scales exhibited hgih convergent, discriminant, and factorial validity. Perceived usefulness was significnatly correlated with both self-reported current usage r = .63, Study 1) and self-predicted future usage r = .85, Study 2). Perceived ease of use was also significantly correlated with current usage r = .45, Study 1) and future usage r = .59, Study 2). In both studies, usefulness had a signficnatly greater correaltion with usage behavior than did ease of use. Regression analyses suggest that perceived ease of use may actually be a causal antecdent to perceived usefulness, as opposed to a parallel, direct determinant of system usage. Implications are drawn for future research on user acceptance.

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40,720 citations

Journal Article•DOI•

The DeLone and McLean Model of Information Systems Success: A Ten-Year Update

[...]

William H. DeLone, Ephraim R. McLean

01 Apr 2003-Journal of Management Information Systems

TL;DR: This paper discusses many of the important IS success research contributions of the last decade, focusing especially on research efforts that apply, validate, challenge, and propose enhancements to the original model.

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Abstract: Ten years ago, we presented the DeLone and McLean Information Systems (IS) Success Model as a framework and model for measuring the complex-dependent variable in IS research. In this paper, we discuss many of the important IS success research contributions of the last decade, focusing especially on research efforts that apply, validate, challenge, and propose enhancements to our original model. Based on our evaluation of those contributions, we propose minor refinements to the model and propose an updated DeLone and McLean IS Success Model. We discuss the utility of the updated model for measuring e-commerce system success. Finally, we make a series of recommendations regarding current and future measurement of IS success.

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9,544 citations

Book•

Evaluation: A Systematic Approach

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Peter H. Rossi, Mark W. Lipsey, Howard E. Freeman

01 Jan 1979

TL;DR: Programs, Policies and Evaluation Tailoring Evaluations Identifying Issues and Formulating Questions Assessing the Need for a Program Expressing and Assessing Program Theory Monitoring Program Process and Performance Strategies for Impact Assessment Randomized Designs for Impact assessment Quasi-Experimental Impact Assessments Assessment of Full-Coverage Programs Measuring Efficiency.

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Abstract: Programs, Policies and Evaluation Tailoring Evaluations Identifying Issues and Formulating Questions Assessing the Need for a Program Expressing and Assessing Program Theory Monitoring Program Process and Performance Strategies for Impact Assessment Randomized Designs for Impact Assessment Quasi-Experimental Impact Assessments Assessment of Full-Coverage Programs Measuring Efficiency The Social Context of Evaluation

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3,272 citations