Quality Enhancing the Continued Use of E-Government Web Sites

Abstract

This study empirically examines Web site quality toward the enhancement of the continued use of e-government Web sites by citizens. The web site quality under examination includes three main aspects, which are information quality, system quality, and service quality. The participants were 614 country-wide e-citizens of Thailand. The data were collected by means of a web-based survey and analyzed by using multiple regression analysis. The findings revealed that the three quality aspects enhanced the continued use of egovernment Web sites, with system quality providing the greatest enhancement, followed by service quality and information quality.

Conceptualization of Electronic Government Adoption

“…Initial use of egovernment Web sites is an important indicator of e-government success. Some information system research indicated that its eventual success depends on its continued use rather than firsttime use [17,28,29]. However, the desired outcome is not achieved unless a significant number of citizens move beyond the initial adoption and use e-government web sites on a persistent basis [17].…”

“…Some information system research indicated that its eventual success depends on its continued use rather than firsttime use [17,28,29]. However, the desired outcome is not achieved unless a significant number of citizens move beyond the initial adoption and use e-government web sites on a persistent basis [17]. According to case studies from different countries, there are many challenges and issues that need to be addressed for successful implementation of e-government.…”

“…E-Government improves the efficiency and effectiveness all government operations, with citizens, as well as with other organizations. [16,17] E-government is defined as the use of ICT to make government more accessible, effective, and accountable. [13,18,19] E-Government refers to the delivery of [government] information and services online through the Internet or other digital means.…”

A Conceptual Framework for Evaluating E Government Systems Success: A Service Ecosystem Approach

“…The Kearns study, for example, evaluates effective delivery of public service through the lens of public value but does not consider the quality of e-government systems attributes like usability, functionality or information [30]. The other frameworks that are generally extensions of this original work, inherit the problem of insufficient attributes for evaluating systems quality.…”

An Empirical Investigation of User Involvement, Website Quality and Perceived User Satisfaction in eGovernment Environments

“…user satisfaction)? Various studies [2,9,10] argue for the importance of usability in eGovernment environments. Usability is a part of the field of humancomputer interaction (HCI) which is the discipline concerned with design development, assessment and implementation of interactive systems for human use [11].…”