Investigating Various Factors Influencing the Accessibility of Digital Government with eGov PH Mobile Application

Abstract

The Philippine government is taking advantage of the advancement of digital technology to bring and provide an accessible, sustainable, and broader version of its service and connection to its citizens by adapting digitalization and launching a mobile app called eGov PH. This application integrates with multiple sectors of the government, providing a sustainable and convenient way to conduct transactions between government agencies and citizens. This study aimed to investigate and assess the various factors that affect the accessibility of the eGov PH mobile app from the citizens’ viewpoint via an online questionnaire. A comprehensive 64-item research questionnaire was constructed and answered by 320 respondents. This study determined the key factors that influence the accessibility of the application, which will be assessed to improve the service efficiency of the mobile application. The technology acceptance model was used to correlate perceived ease of use and perceived usefulness to attitude toward using. Structural equation modeling (SEM) results revealed a noteworthy correlation between awareness of service and technology readiness and perceived ease of use. Furthermore, perceived ease of use was shown to have an insignificant direct relationship with perceived usefulness and the attitude toward using the eGov mobile application. These findings offer valuable insights into critical factors influencing the accessibility of the eGov app, contributing to enhanced sustainability and overall service efficiency. The identified model constructs from this study can serve as informative guidelines for researchers and various sectors exploring user-software interactions in relevant government applications.

UTAUT Model Mediated by Government Information System to the Intention to Use of Indonesian Local Government

“…And according to Ofosu-Ampong, et al, (2023) which states that the continuous use of egovernment by citizens raises trust in government, internet service quality, and information quality shows a direct positive influence on post-use trust, when post-use trust does not encourage sustainable intentions to use e-government services. Another study by Jou et al, (2024) states that the acceptance and use of information systems is focused on understanding and influencing factors that lead to user behavior and intention to use information systems. When users get satisfaction from information system services, the experience will allow them to recommend to other users.…”

“…First, the performance expectation factor is about whether the system will help complete work and the speed and success of daily life activities, determined by the intention to use the system (Adnan, Ghazali, & Othman, 2022). Furthermore, the second factor is that business expectations can be associated with the level of convenience associated with the use of technology (Jou et al, 2024). However, Dabić, et al, (2023) emphasized that although potential users believe the application provided is useful, they also believe that the system is very difficult to use, so the benefits obtained by users are worth the effort expended.…”