The Role of Social Influence and Prior Experience on Citizens' Intention to Continuing to Use E-Government Systems

Abstract

The increasing use of the Internet over recent years has forced governments and individuals to utilise Information & Communication Technology (ICT) in the form of electronic government (e-government). However, the success of e-government delivery is dependent on usage generally but also on growing concerns about perceived social influence and prior experience of e-government service usage; this is in order to ensure better utilisation of ICT investments by retaining current users. Few studies have investigated the influences of perceived social influence and prior experience on personal factors, such as self-efficacy, personal outcome expectation and satisfaction, towards intention to the continual use of e-government systems. To fill this gap, the present research develops a conceptual framework by associating it with citizens' prior experience. A conceptual framework of six constructs is developed by integrating Social Cognitive Theory (SCT) and Expectation Confirmation Theory (ECT). Theoretically, the present study extends the roles of pre-adoption and post-adoption by offering a self-regulating process through self-efficacy as a physical ability. Further, the study reveals the importance of social influence and prior experience as well as personal outcome expectation and satisfaction as cognitive factors that represent personal goal assessments.