Cross-country determinants of citizens' e-government reuse intention: empirical evidence from Kuwait and Poland

Abstract

PurposeDespite the major information technology investments made by public institutions, the reuse of e-government services remains an issue as citizens hesitate to use e-government websites regularly. The purpose of this study is to investigate the cross-country determinants of e-government reuse intention by proposing a theoretical model that integrates constructs from (1) the Delone and McLean IS success model (i.e. system quality, service quality, information quality, perceived value and user satisfaction); (2) the trust and risk models (i.e. citizen trust, overall risk, time risk, privacy risk and psychological risks); and (3) Hofstede's cultural model (i.e. uncertainty avoidance, masculinity, individualism and cross-cultural trust and risk).Design/methodology/approachBased on data from interviews with 81 Kuwaiti citizens and surveys of 1,829 Kuwaiti and Polish citizens, this study conducted comprehensive, cross-cultural and comparative analyses of e-government reuse intention in a cross-country setting.FindingsThe results show that trust is positively associated with citizens' intention to reuse e-government services, whereas risk is negatively associated with citizens' perceived value. This study also found that masculinity–femininity and uncertainty avoidance are positively associated with the intention to reuse e-government services and that individualism–collectivism has no significant relationship with reuse intention. This study's findings have important implications for researchers and practitioners seeking to understand and improve e-government success in cross-country settings.Originality/valueThis study developed a parsimonious model of quality, trust, risk, culture and technology reuse that captures country-specific cultural contexts and enables us to conduct a comprehensive, cross-cultural and comparative analysis of e-government reuse intention in the cross-country setting of Kuwait and Poland.

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

“…The seamless and enjoyable interaction with these services reinforces a sense of convenience, reliability, and effectiveness, fostering a desire to continue their use. Past studies also attested to this relationship (Mirkovski et al, 2023;Veeramootoo et al, 2018;Yap et al, 2021). Lastly, our MGA findings confirm the impact of residential status on user satisfaction, their level of trust, and continuance intention.…”

“…Factors such as encountering errors or glitches during e-services, inaccuracies in governmental procedures, lack of clear problem resolution mechanisms, concerns regarding personal information safety and confidentiality, susceptibility to cyberattacks or hacking, the reliability of e-government platforms, and the absence of direct human interaction contribute to PR and subsequent dissatisfaction. These findings align with prior research by Dwivedi et al (2017), Xie et al (2017), Mensah (2020), Muhammad and Kaya (2023), Mirkovski et al (2023). Addressing these challenges requires a comprehensive approach focusing on enhancing data security, implementing robust cybersecurity measures, ensuring transparent and clear communication about data usage, providing user education on online risks, and establishing effective legal frameworks protecting user rights.…”

“…Previous studies have highlighted that PR can potentially restrict the extent of public engagement with government e-services (Dwivedi et al, 2017;Xie et al, 2017). Citizens of different countries have supported the notion that PR is negatively linked to citizens' usage intention and satisfaction with e-government (Mirkovski et al, 2023;Muhammad & Kaya, 2023). Thus, we hypothesized: H6: PR negatively influences user satisfaction.…”

“…Studies have revealed that quality of service, system, and information has positive influences on the US (Y. Li & Shang, 2020;Mirkovski et al, 2023;Veeramootoo et al, 2018). Additionally, IQ and operational effectiveness have been identified as significant determinants of US with e-government services (Venkatesh et al, 2016).…”

“…Li & Shang, 2020). According to e-government research, user satisfaction and continuance intention using e-government services are strongly correlated (Mirkovski et al, 2023;Yap et al, 2021). Considering India's digitalization efforts and its current position in the e-government index, it becomes crucial to examine Indians' continuance intention to use e-government systems.…”