The online users’ perceptions toward electronic government services
| Published date | 18 November 2019 |
| DOI | https://doi.org/10.1108/JICES-09-2019-0102 |
| Date | 18 November 2019 |
| Pages | 221-235 |
| Author | Mark Anthony Camilleri |
| Subject Matter | Information & knowledge management,Information management & governance,Information & communications technology |
The online users’perceptions
toward electronic
government services
Mark Anthony Camilleri
Department of Corporate Communication, Faculty of Media and Knowledge
Sciences, University of Malta, Msida, Malta and Business School,
University of Edinburgh, Edinburgh, UK
Abstract
Purpose –This study aims to examine the individuals’perceived usefulness and ease of use of the
government’s electronicservices (e-government). It also explores the effect of the social influences, as wellas
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 acceptanceand use of technology and from the theory of acceptance model to investigate the
participants’utilitarianmotivations to engage with the government’s onlineservices. The analysis involved a
two-step,structural equation modeling approach that included a confirmatoryfactor analysis that verified the
constructs’validityand reliability.
Findings –There was a satisfactory fit for this study’s research model. The findings revealed that there
were direct and indirect effectsthat 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
significantantecedents for their behavioral intentionto use it. The strength of these relationships was affected
by the moderatingvariables, including, age, gender and experience.Yet, these demographic variables did not
have a significanteffect on the link between social influences and behavioral intention.
Originality/value –This study reported that the citizens feltthat 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 accessibilityto their e-government systems via digital and mobiletechnologies. In conclusion, this
contributionidentifies possible research avenues to academia.
Keywords Unified theory of acceptance and use of technology, Government,
Technology acceptance, Theory of planned behaviour, Electronic government, Mobile government
Paper type Research paper
Introduction
Many governments and their agencies are increasingly using the information and
communication technologies (ICTs) as they are offering electronic services to the general
public. The provision of electronic government (e-government) and mobile government (m-
government) services can enhance the effectiveness, economies and efficiencies as online
users benefit from faster, moreconvenient and less costly service delivery (Scott et al.,2016).
The citizens and businesses who avail themselves of the e-government and/or
The researcher thanks the editor of this journal and his reviewers for their constructive remarks and
suggestions.
Electronic
government
services
221
Received8 September 2019
Revised25 October 2019
Accepted28 October 2019
Journalof Information,
Communicationand Ethics in
Society
Vol.18 No. 2, 2020
pp. 221-235
© Emerald Publishing Limited
1477-996X
DOI 10.1108/JICES-09-2019-0102
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