The online users’ perceptions toward electronic government services

Abstract

Purpose This study aims to examine the individuals’ perceived usefulness and ease of use of the government’s electronic services (e-government). It also explores the effect of the social influences, as well as of the facilitating conditions, on the individuals’ intentions to use the government’s digital and mobile services. Design/methodology/approach The researcher has adapted various measuring items from the unified theory of acceptance and use of technology and from the theory of acceptance model to investigate the participants’ utilitarian motivations to engage with the government’s online services. The analysis involved a two-step, structural equation modeling approach that included a confirmatory factor analysis that verified the constructs’ validity and reliability. Findings There was a satisfactory fit for this study’s research model. The findings revealed that there were direct and indirect effects that predicted the individuals’ readiness to use the e-government services. The results suggest that the respondents’ perceived usefulness and ease of use of this digital technology were significant antecedents for their behavioral intention to use it. The strength of these relationships was affected by the moderating variables, including, age, gender and experience. Yet, these demographic variables did not have a significant effect on the link between social influences and behavioral intention. Originality/value This study reported that the citizens felt that the e-government systems were useful and easy to use for them. The research participants indicated that they will continue accessing their government’s online services. Therefore, this research implies that the public services should continue improving the facilitating conditions, including the provision of service quality and capability; as well as secure the accessibility to their e-government systems via digital and mobile technologies. In conclusion, this contribution identifies possible research avenues to academia.