Home / Pre-Press / JSSH-8032-2021

 

Evaluating the Performance of E-government: Does Citizens’ Access to ICT Matter?

Abdulrazaq Kayode Abdulkareem and Razlini Mohd Ramli

Pertanika Journal of Social Science and Humanities, Pre-Press

DOI: https://doi.org/10.47836/pjssh.29.3.03

Published: 2021-09-15

Different studies have evaluated the success of e-government in developed and developing countries. However, many of these studies rely on the economic and conventional approaches to evaluate e-government like other ICT projects. Also, they do not consider citizens’ access to ICT in their studies. This study, therefore, examines the moderating effect of citizens’ access to ICT on the performance of e-government within the context of IS Success Model and public value theory. The public value of e-government represents the net benefits of e-government. Data were collected from 369 experienced e-government users through a range of selected e-government services. The results show that citizens’ access to ICT positively and significantly moderates the relationship between actual use and the public value of e-government. This finding implies that access to ICT will drive more use of e-government and increase the value of e-government services. Also, the quality dimensions affect the actual use and user satisfaction with e-government. The most significant effect was established in the relationship between service quality and the actual use of e-government. In essence, this study emphasized the efficacy of ICT access as a stimulating effect on creating public value through increased citizens’ use of e-government for interacting with the government. Ultimately, it prompts the government to improve ICT access for the citizens to use more e-government services.

  • Abasilim, U., Gberevbie, D., & Ifaloye, O. (2017). Attaining a better public service delivery through e-governance adoption in Nigeria. In 4rd Covenant University Conference on E-Governance In Nigeria (CUCEN 2017). http://eprints.covenantuniversity.edu.ng/8379/1/Binder2.pdf

  • Abdelsalam, H. M., Reddick, C. G., & El Kadi, H. A. (2012). Success and failure of local e-government projects: Lessons learned from Egypt. In S. K. Aikins (Ed.), Digital democracy: Concepts, methodologies, tools, and applications (pp. 183-201). IGI Global. https://doi.org/10.4018/978-1-4666-1740-7.ch010

  • Abdulkareem, A. K., & Ishola, A. A. (2016). E-government in Nigeria: Progress and prospects. Ilorin Journal of Administration and Development, 12(1), 59-67.

  • Abdulkareem, A. K., Ameen, A., & Ishola, A. A. (2016). A review of e-government as a tool for building citizens trust in the Nigerian government. Sahel Analyst: Journal of Management Sciences, 13(2), 10.

  • Adam, I. O. (2020). Examining e-government development effects on corruption in Africa: The mediating effects of ICT development and institutional quality. Technology in Society, Article 101245. https://doi.org/10.1016/j.techsoc.2020.101245

  • Adeyemo, A. (2011). E-government implementation in Nigeria: An assessment of Nigerias global e-gov ranking. Journal of Internet and Information Systems, 2(1), 11-19.

  • Agbabiaka, O. (2018, April 4-6). The public value creation of egovernment: An empirical study from citizen perspective. In 11th International Conference on Theory and Practice of Electronic Governance (ICEGOV 2018). Association for Computing Machinery. https://doi.org/10.1145/3209415.3209416

  • Aldholay, A. H., Isaac, O., Abdullah, Z., Alrajawy, I., & Nusari, M. (2018). The role of compatibility as a moderating variable in the information system success model: The context of online learning usage. International Journal of Management and Human Science, 2(1), 9-15.

  • Alford, J., Douglas, S., Geuijen, K., & ‘t Hart, P. (2017). Ventures in public value management: Introduction to the symposium. Public Management Review, 19(5), 589-604. https://doi.org/10.1080/14719037.2016.1192160

  • Alhabshi, S. M. (2009). What we have & have-not: E-government in Malaysia. In International Conference on Malaysia: Malaysia in Global Perspective, 27-28 September 2009, Cairo University, Egypt. http://eprints.um.edu.my/id/eprint/10902

  • Al-Haddad, S. A., Hyland, P., & Hubona, G. (2011). An assessment tool for e-government system performance: A citizen-centric model. In Proceedings of the Seventeenth Americas Conference on Information Systems (AMCIS 2011; pp. 1-11). AIS eLibrary. https://ro.uow.edu.au/infopapers/1955

  • Ali, H., & Al Kabbi, R. (2018). M-government applications: Measurement of users’ satisfaction in the Kingdom of Bahrain. Electronic Government, an International Journal, 14(4), 375-388. https://doi.org/10.1504/eg.2018.10015111

  • Alomari, M., Woods, P., & Sandhu, K. (2012). Predictors for e-government adoption in Jordan; Deployment of an empirical evaluation based on a citizen-centric approach. Information Technology & People, 25(2), 207-234. https://doi.org/10.1108/09593841211232712

  • Alzahrani, A. I., Mahmud, I., Ramayah, T., Alfarraj, O., & Alalwan, N. (2019). Modelling digital library success using the DeLone and McLean information system success model. Journal of Librarianship and Information Science, 51(2), 291-306. https://doi.org/10.1177/0961000617726123

  • Aminah, S., Ditari, Y., Kumaralalita, L., Hidayanto, A. N., Phusavat, K., & Anussornnitisarn, P. (2018). E-procurement system success factors and their impact on transparency perceptions: Perspectives from the supplier side. Electronic Government: An International Journal, 14(2), 177-199. https://doi.org/10.1504/eg.2018.090929

  • Anthopoulos, L., Reddick, C. G., Giannakidou, I., & Mavridis, N. (2016). Why e-government projects fail? An analysis of the Healthcare.gov website. Government information quarterly, 33(1), 161-173. https://doi.org/10.1016/j.giq.2015.07.003

  • Asongu, S. A., & Le Roux, S. (2017). Enhancing ICT for inclusive human development in Sub-Saharan Africa. Technological Forecasting and Social Change, 118, 44-54. https://doi.org/10.1016/j.techfore.2017.01.026

  • Ayo, C., & Azeta, A. (2009, June 29-30). A framework for voice-enabled m-voting system: Nigeria a case study [Paper presentation]. 9th European Conference on e-Government (ECEG 2009), Westminster Business School, University of Westminster, London, UK.

  • Balaban, I., Mu, E., & Divjak, B. (2013). Development of an electronic Portfolio system success model: An information systems approach. Computers & Education, 60(1), 396-411.

  • Bossert, T., Hsiao, W., Barrera, M., Alarcon, L., Leo, M., & Casares, C. (1998). Transformation of ministries of health in the era of health reform: The case of Colombia. Health Policy and Planning, 13(1), 59-77. https://doi.org/10.1093/heapol/13.1.59

  • Bureau of Public Service Reforms. (2019). 2018 Federal Government Scorecard Ranking & Scoring of Ministries, Department & Agencies (MDAS). https://www.bpsr.gov.ng/index.php/publications/bpsr-resources/reports/general-report/study-survey-review#

  • Carter, L., & Bélanger, F. (2005). The utilization of e-government services: Citizen trust, innovation and acceptance factors*. Information Systems Journal, 15(1), 5-25. https://doi.org/10.1111/j.1365-2575.2005.00183.x

  • Chen, J. V., Jubilado, R. J. M., Capistrano, E. P. S., & Yen, D. C. (2015). Factors affecting online tax filing - an application of the IS success model and trust theory. Computers in Human Behavior, 43(1), 251-262. https://doi.org/10.1016/j.chb.2014.11.017

  • Cho, S. E., & Park, H. W. (2012). Government organizations’ innovative use of the Internet: The case of the Twitter activity of South Korea’s Ministry for Food, Agriculture, Forestry and Fisheries. Scientometrics, 90(1), 9-23. https://doi.org/10.1007/s11192-011-0519-2

  • Connolly, R., Bannister, F., & Kearney, A. (2010). Government website service quality: A study of the Irish revenue online service. European Journal of Information Systems, 19(6), 649-667. https://doi.org/10.1057/ejis.2010.45

  • DeLone, W. H., & McLean, E. R. (1992). Information systems success: The quest for the dependent variable. Information Systems Research, 3(1), 60-95. https://doi.org/10.1287/isre.3.1.60

  • Delone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems, 19(4), 9-30. https://doi.org/10.1080/07421222.2003.11045748

  • DeLone, W. H., & McLean, E. R. (2016). Information systems success measurement. Foundations and Trends® in Information Systems, 2(1), 1-116. http://doi.org/10.1561/2900000005

  • Deng, H. (2008). Towards objective benchmarking of electronic government: An inter-country analysis. Transforming Government: People, Process and Policy, 2(3), 162-176.

  • Deng, H., Karunasena, K., & Xu, W. (2018). Evaluating the performance of e-government in developing countries: A public value perspective. Internet Research, 28(1), 169-190. https://doi.org/10.1108/IntR-10-2016-0296

  • Diamantopoulos, A., & Siguaw, J. A. (2006). Formative versus reflective indicators in organizational measure development: A comparison and empirical illustration. British Journal of Management, 17(4), 263-282. https://doi.org/10.1111/j.1467-8551.2006.00500.x

  • Du Bois, J., & Chigona, W. (2018). Use of free public Wi-Fi and telecentres in disadvantaged communities in the Western Cape. Development Informatics Association (IDIA 2018), 2. https://collections.unu.edu/eserv/UNU:6647/IDIA2018_Proceedings.pdf#page=14

  • Erridge, A. (2007). Public procurement, public value and the Northern Ireland unemployment pilot project. Public Administration, 85(4), 1023-1043. https://doi.org/10.1111/j.1467-9299.2007.00674.x

  • Farhan, H. R., & Sanderson, M. (2010). User’s satisfaction of Kuwait e-government portal: Organization of information in particular. In M. Janssen, W. Lamersdorf, J. Pries-Heje, & M. Roseman (Eds.), E-Government, E-Services and Global Processes (pp. 201-209). Springer. https://doi.org/10.1007/978-3-642-15346-4_16

  • Fatile, J. O. (2012). Electronic governance: Myth or opportunity for Nigerian public administration? International Journal of Academic Research in Business and Social Sciences, 2(9), 122.

  • Floropoulos, J., Spathis, C., Halvatzis, D., & Tsipouridou, M. (2010). Measuring the success of the greek taxation information system. International Journal of Information Management, 30(1), 47-56. https://doi.org/10.1016/j.ijinfomgt.2009.03.013

  • Gable, G. G., Sedera, D., & Chan, T. (2008). Re-conceptualizing information system success: The IS-impact measurement model. Journal of the Association for Information Systems, 9(7), 18.

  • Gartner, A. (2007). Majority of e-government initiatives fail or fall short of expectations. In Inc’s Executive Programs. San Diego.

  • Gold, A. H., Malhotra, A., & Segars, A. H. (2001). Knowledge management: An organizational capabilities perspective. Journal of Management Information Systems, 18(1), 185-214. https://doi.org/10.1080/07421222.2001.11045669

  • Golubeva, A., & Merkuryeva, I. (2006). Demand for online government services: Case studies from St. Petersburg. Information Polity: The International Journal of Government & Democracy in the Information Age, 11(3-4), 241-254. https://doi.org/10.3233/ip-2006-0105

  • Gong, X., Lee, M. K., Liu, Z., & Zheng, X. (2018). Examining the role of tie strength in users’ continuance intention of second-generation mobile instant messaging services. Information Systems Frontiers, 22(1), 1-22. https://doi.org/10.1007/s10796-018-9852-9

  • Grimsley, M., Meehan, A., & Tan, A. (2007). Evaluative design of e-government projects: A community development perspective. Transforming Government: People, Process and Policy, 1(2), 174-198. https://doi.org/10.1108/17506160710751995

  • Hahn, S.-E., Sparks, B., Wilkins, H., & Jin, X. (2017). E-service quality management of a hotel website: A scale and implications for management. Journal of Hospitality Marketing & Management, 26(7), 694-716. https://doi.org/10.1080/19368623.2017.1309612

  • Hair, J. F., Ringle, C. M., & Sarstedt, M. (2013). Partial least squares structural equation modeling: Rigorous applications, better results and higher acceptance. Long Range Planning, 46(1-2), 1-12. https://doi.org/10.1016/j.lrp.2013.01.001

  • Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2-24. https://doi.org/10.1108/EBR-11-2018-0203

  • Hair, J. F., Sarstedt, M., Hopkins, L., & Kuppelwieser, V. (2014). Partial Least Squares Structural Equation Modeling (PLS-SEM) An emerging tool in business research. European Business Review, 26(2), 106-121. https://doi.org/10.1108/EBR-10-2013-0128

  • Hair Jr., J., Black, W., Babin, B., Anderson, R., & Tatham, R. (2010). SEM: An introduction. Multivariate data analysis: A global perspective, 5(6), 629-686.

  • Heeks, R. (2008). Benchmarking e-government: Improving the national and international measurement, evaluation and comparison of e-government. In Evaluating Information Systems (pp. 257-301). https://doi.org/10.1016/B978-0-7506-8587-0.50017-2

  • Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115-135. https://doi.org/10.1007/s11747-014-0403-8

  • Hirwade, M. A. (2010). Responding to information needs of the citizens through e-government portals and online services in India. The International Information & Library Review, 42(3), 154-163. https://doi.org/10.1080/10572317.2010.10762860

  • Hsu, M.-H., & Chiu, C.-M. (2004). Predicting electronic service continuance with a decomposed theory of planned behaviour. Behaviour & Information Technology, 23(5), 359-373. https://doi.org/10.1080/01449290410001669969

  • Ibrahim, R., Hilles, S. M. S., Muhammad Adam, S., Jamous, M. M., & Yafooz, W. M. S. (2016). Theoretical framework formation for e-government services evaluation: Case study of Federal Republic of Nigeria. Indian Journal of Science and Technology, 9(37). https://doi.org/10.17485/ijst/2016/v9i37/94575

  • Ifinedo, P., & Davidrajuh, R. (2005). Digital divide in Europe: assessing and comparing the e-readiness of a developed and an emerging economy in the Nordic region. Electronic Government, an International Journal, 2(2), 111-133. https://doi.org/10.1504/eg.2005.007090

  • International Telecommunications Union. (2019). Measuring digital development Facts and figures 2019. https://www.itu.int/en/ITU-D/Statistics/Documents/facts/FactsFigures2019.pdf

  • Isaac, O., Abdullah, Z., Ramayah, T., & Mutahar, A. M. (2017). Internet usage, user satisfaction, task-technology fit, and performance impact among public sector employees in Yemen. International Journal of Information and Learning Technology, 34(3), 210-241. https://doi.org/10.1108/Ijilt-11-2016-0051

  • Ismail, N. H., Ayub, A. F. M., & Luan, W. S. (2016). The relationship between Internet access frequency, attitudes towards the internet and internet self-efficacy and behaviour intention in using the internet among secondary school students. International Journal of Education and Training, 8(1), 1-8.

  • Joshi, P. R., & Islam, S. (2018). E-government maturity model for sustainable e-government services from the perspective of developing countries. Sustainability, 10(6), 1882. https://doi.org/10.3390/su10061882

  • Karunasena, K., & Deng, H. (2012). Critical factors for evaluating the public value of e-government in Sri Lanka. Government Information Quarterly, 29(1), 76-84. https://doi.org/10.1016/j.giq.2011.04.005

  • Kavanagh, S. (2014). Defining and creating value for the public. Government Finance Review, 57-60.

  • Kearns, I. (2004). Public value and e-government. Citeseer.

  • Kelly, G., Mulgan, G., & Muers, S. (2002). Creating public value. London, Cabinet Office.

  • Khan, M. L., Welser, H. T., Cisneros, C., Manatong, G., & Idris, I. K. (2020). Digital inequality in the Appalachian Ohio: Understanding how demographics, internet access, and skills can shape vital information use (VIU). Telematics and Informatics, 50, Article 101380. https://doi.org/10.1016/j.tele.2020.101380

  • Kock, N., & Lynn, G. (2012). Lateral collinearity and misleading results in variance-based SEM: An illustration and recommendations. Journal of the Association for Information Systems, 13(7). https://doi.org/10.17705/1jais.00302

  • Lee, J. B., & Porumbescu, G. A. (2019). Engendering inclusive e-government use through citizen IT training programs. Government Information Quarterly, 36(1), 69-76. https://doi.org/10.1016/j.giq.2018.11.007

  • Li, Y., & Shang, H. (2019). Service quality, perceived value, and citizens’ continuous-use intention regarding e-government: Empirical evidence from China. Information & Management, 57(3), 1-15. https://doi.org/10.1016/j.im.2019.103197

  • Lin, H.-F. (2007). Measuring online learning systems success: Applying the updated Delone and Mclean Model. Cyberpsychology & Behavior, 10(6), 817-820. https://doi.org/10.1089/cpb.2007.9948

  • Lowry, P. B., Karuga, G. G., & Richardson, V. J. (2007). Assessing leading institutions, faculty, and articles in premier information systems research journals. Communications of the Association for Information Systems (CAIS), 20(16), 142-203. https://doi.org/10.17705/1CAIS.02016

  • Ma, L., & Zheng, Y. (2019). National e-government performance and citizen satisfaction: A multilevel analysis across European countries. International Review of Administrative Sciences, 85(3), 506-526. https://doi.org/10.1177/0020852317703691

  • Makokha, M., & Ochieng, D. (2014). Assessing the success of ICT’s from a user perspective: a case of coffee research foundation. Journal of Chemical Information and Modeling, 53(9), 1689-1699. https://doi.org/10.5430/jms.v5n4p46

  • Marie, T. T. (2016). Public values as essential criteria for public entrepreneurship: Water management in France. Utilities Policy, 40(1), 162-169. https://doi.org/10.1016/j.jup.2016.02.005

  • Martins, J., Branco, F., Gonçalves, R., Au-Yong-Oliveira, M., Oliveira, T., Naranjo-Zolotov, M., & Cruz-Jesus, F. (2019). Assessing the success behind the use of education management information systems in higher education. Telematics And Informatics, 38(1), 182-193. https://doi.org/10.1016/j.tele.2018.10.001

  • Matthew, C. O., & Monica, N. A. (2011). E-readiness assessment of enugu state, Nigeria. Asian Journal of Information Management, 5(1), 25-34. https://dx.doi.org/10.3923/ajim.2011.25.34

  • Meijer, A. J. (2011). Networked coproduction of public services in virtual communities: From a government-centric to a community approach to public service support. Public Administration Review, 71(4), 598-607. https://doi.org/10.1111/j.1540-6210.2011.02391.x

  • Mensah, I. K., Jianing, M., & Durrani, D. K. (2017). Factors influencing citizens’ intention to use e-government services: A case study of South Korean Students in China. International Journal of Electronic Government Research (IJEGR), 13(1), 14-32. https://doi.org/10.4018/IJEGR.2017010102

  • Moore, M. H. (1995). Creating public value: Strategic management in government. Harvard University Press.

  • Mtebe, J. S., & Raphael, C. (2018). Key factors in learners’ satisfaction with the e-learning system at the University Of Dar Es Salaam, Tanzania. Australasian Journal Of Educational Technology, 34(4), 107-122. https://doi.org/10.14742/ajet.2993

  • National eGovernment Strategies. (2019). National eGovernment Strategies. https://www.negst.com.ng/index.php/about-us/a-few-words-about-us

  • Nigeria Communications Commission. (2020). Industry Statistics. https://www.ncc.gov.ng/statistics-reports/industry-overview#

  • Omar K., Scheepers H., Stockdale R. (2011). eGovernment service quality assessed through the public value lens. In M. Janssen, H. J. Scholl, M. A.Wimmer, Y. Tan (Eds.), Electronic Government (EGOV 2011). Lecture Notes in Computer Science, vol 6846. Springer. https://doi.org/10.1007/978-3-642-22878-0_36

  • Oni, A. A., Oni, S., Mbarika, V., & Ayo, C. K. (2017). Empirical study of user acceptance of online political participation: Integrating civic voluntarism model and theory of reasoned action. Government Information Quarterly, 34(2), 317-328. https://doi.org/10.1016/j.giq.2017.02.003

  • Papacharissi, Z., & Rubin, A. M. (2000). Predictors of Internet use. Journal of Broadcasting & Electronic Media, 44(2), 175-196. https://doi.org/10.1207/s15506878jobem4402_2

  • Petter, S., DeLone, W., & McLean, E. R. (2012). The past, present, and future of “IS Success”. Journal of the Association for Information Systems, 13(5), 341-362. https://doi.org/10.17705/1jais.00296

  • Rana, N. P., Dwivedi, Y. K., & Williams, M. D. (2013). Analysing challenges, barriers and CSF of egov adoption. Transforming Government: People, Process and Policy, 7(2), 177-198. https://doi.org/10.1108/17506161311325350

  • Rao, V. R. (2018). Public services through multi-channel issues and challenges: A case from India. In M. Khosrow-Pour (Ed.), Optimizing Current Practices in E-Services and Mobile Applications (pp. 273-300). IGI Global. https://doi.org/10.4018/978-1-5225-5026-6.ch014

  • Reddick, C. G. (2005). Citizen interaction with e-government: From the streets to servers? Government Information Quarterly, 22(1), 38-57. https://doi.org/10.1016/j.giq.2004.10.003

  • Ringle, C., Wende, S., & Becker, J. (2015). SmartPLS 3.2. 7. SmartPLS GmbH: Bönningstedt, Germany.

  • Sarstedt, M., Hair Jr, J. F., Cheah, J.-H., Becker, J.-M., & Ringle, C. M. (2019). How to specify, estimate, and validate higher-order constructs in PLS-SEM. Australasian Marketing Journal (AMJ), 27(3), 197-211. https://doi.org/10.1016/j.ausmj.2019.05.003

  • Scheerder, A., van Deursen, A., & van Dijk, J. (2017). Determinants of Internet skills, uses and outcomes. A systematic review of the second-and third-level digital divide. Telematics and Informatics, 34(8), 1607-1624. https://doi.org/10.1016/j.tele.2017.07.007

  • Scott, M., DeLone, W., & Golden, W. (2016). Measuring eGovernment success: A public value approach. European Journal of Information Systems, 25(3), 187-208. https://doi.org/10.1057/ejis.2015.11

  • Seddon, P. B. (1997). A respecification and extension of the DeLone and McLean model of IS success. Information Systems Research, 8(3), 240-253. https://doi.org/10.1287/isre.8.3.240

  • Seifert, J. W., & Chung, J. (2009). Using e-government to reinforce government–citizen relationships: Comparing government reform in the United States and China. Social Science Computer Review, 27(1), 3-23. https://doi.org/10.1177/0894439308316404

  • Shim, M., & Jo, H. S. (2020). What quality factors matter in enhancing the perceived benefits of online health information sites? Application of the updated DeLone and McLean information systems success model. International Journal of Medical Informatics, 137, Article 104093. https://doi.org/10.1016/j.ijmedinf.2020.104093

  • Siddiquee, N. A. (2016). E-government and transformation of service delivery in developing countries. Transforming Government: People, Process and Policy, 10(3), 368-390. https://doi.org/10.1108/tg-09-2015-0039

  • Sorn-In, K., Tuamsuk, K., & Chaopanon, W. (2015). Factors affecting the development of e-government using a citizen-centric approach. Journal of Science & Technology Policy Management, 6(3), 206-222. https://doi.org/https://doi.org/10.1108/jstpm-05-2014-0027

  • Spreng, R. A., MacKenzie, S. B., & Olshavsky, R. W. (1996). A reexamination of the determinants of consumer satisfaction. Journal of Marketing, 60(3), 15-32. https://doi.org/10.1177/002224299606000302

  • Susanto, T. D., & Aljoza, M. (2015). Individual acceptance of e-Government services in a developing country: Dimensions of perceived usefulness and perceived ease of use and the importance of trust and social influence. Procedia Computer Science, 72, 622-629. https://doi.org/10.1016/j.procs.2015.12.171.

  • Talbot, C., & Wiggan, J. (2010). The public value of the National Audit Office. International Journal of Public Sector Management, 23(1), 54-70. https://doi.org/10.1108/09513551011012321

  • Teo, T. S., Srivastava, S. C., & Jiang, L. (2008). Trust and electronic government success: An empirical study. Journal of Management Information Systems, 25(3), 99-132. https://doi.org/10.2753/MIS0742-1222250303

  • Try, D. (2007). “Mind the gap, please” Using public value theory to examine executive take-up of results-based management. International Journal of Productivity and Performance Management, 57(1), 22-36. https://doi.org/10.1108/17410400810841218

  • Try, D., & Radnor, Z. (2007). Developing an understanding of results-based management through public value theory. International Journal of Public Sector Management, 20(7), 655-673. https://doi.org/10.1108/09513550710823542

  • United Nations. (2018). United Nations E-Government Survey 2018: Gearing E-Government to support transformation towards sustainable and resilient societies. https://doi.org/10.18356/d54b9179-en

  • Urbach, N., & Müller, B. (2012). The updated DeLone and McLean model of information systems success. In Y. K. Dwivedi, M. R. Wade, & S. L. Schneberger (Eds.), Information systems theory (pp. 1-18). Springer. https://doi.org/10.1007/978-1-4419-6108-2_1

  • Van der Heijden, H. (2004). User acceptance of hedonic information systems. MIS Quarterly, 28(4), 695-704. https://doi.org/10.2307/25148660

  • Veeramootoo, N., Nunkoo, R., & Dwivedi, Y. K. (2018). What determines success of an e-government service? Validation of an integrative model of e-filing continuance usage. Government Information Quarterly, 35(2), 161-174. https://doi.org/10.1016/j.giq.2018.03.004

  • Verba, S., Schlozman, K. L., & Brady, H. E. (1995). Voice and equality: Civic voluntarism in American politics. Harvard University Press. https://doi.org/10.2307/j.ctv1pnc1k7

  • Wang, F. (2009, August 6-9). Personal influence on citizens’ utilization of government information: An Empirical Study. In 15th Americas Conference On Information Systems (AMCIS 2009; p. 563). http://aisel.aisnet.org/amcis2009/563/

  • Wang, F., & Chen, Y. (2010). From potential users to practical users: Use of e-government service by Chinese migrant farmer workers. In 4th International Conference On Theory And Practice Of Electronic Governance (ICEGOV 2010; pp. 279-287). Association for Computing Machinery. https://doi.org/10.1145/1930321.1930380

  • Wang, L.-Y.-K, Lew, S.-L., Lau, S.-H., & Leow, M.-C. (2019). Usability factors predicting continuance of intention to use cloud e-learning application. Heliyon, 5(6), Article E01788. https://doi.org/10.1016/j.heliyon.2019.e01788

  • Wang, Y.-S., & Liao, Y.-W. (2008). Assessing eGovernment systems success: A validation of the DeLone and McLean model of information systems success. Government information quarterly, 25(4), 717-733. https://doi.org/10.1016/j.giq.2007.06.002

  • Wangpipatwong, S., Chutimaskul, W., & Papasratorn, B. (2009). Quality enhancing the continued use of e-government web sites: Evidence from e-citizens of Thailand. International Journal of Electronic Government Research, 5(1), 19-35. https://doi.org/10.4018/jegr.2009092202

  • Widiyanto, N., Sandhyaduhita, P. I., Hidayanto, A. N., & Munajat, Q. (2016). Exploring information quality dimensions of government agency’s information services through social media: A case of the Ministry of Education and Culture in Indonesia. Electronic Government, an International Journal, 12(3), 256-278. https://doi.org/10.1504/EG.2016.078421

  • Wu, B. (2018). Patient continued use of online health care communities: web mining of patient-doctor communication. Journal of Medical Internet Research, 20(4), Article e126. https://doi.org/10.2196/jmir.9127

  • Yakubu, N., & Dasuki, S. (2018). Measuring e-learning success in developing countries: Applying the updated Delone And Mclean model. Journal of Information Technology Education: Research, 17(1), 183-203. https://doi.org/10.28945/4077

  • Zaidi, S. K. R., Henderson, C. D., & Gupta, G. (2017). The moderating effect of culture on e-filing taxes: Evidence from India. Journal of Accounting In Emerging Economies, 7(1), 134-152. https://doi.org/10.1108/jaee-05-2015-0038

  • Zeleti, F. A., & Mustonen-Ollila, E. (2011). ICT education and wider access of citizens to icts as means to generate and distribute e-government content. In 11th European Conference on E-government. https://www.researchgate.net/publication/259192864_ICT_Education_and_Access_Strategies_to_Generate_and_Distribute_e-Government_Content

ISSN 0128-7702

e-ISSN 2231-8534

Article ID

JSSH-8032-2021

Download Full Article PDF

Share this article

Related Articles