Testing of a Model Evaluating e‑Government Portal Acceptance and Satisfaction
Keywords:e-government portal, adoption, satisfaction, TAM, EUS
Abstracte‑Government has the potential to improve public administration efficiency by increasing convenience, performance and accessibility of government information and service to users. But knowledge about e‑Government remains limited. To realize its potential, e‑Government needs to be grounded on in‑depth understanding of target users needs, perceptions and other factors influencing its uptake. This cross‑sectional study identifies and examines factors influencing e‑Government portal satisfaction and adoption by individual citizens in Macao, three years after its inauguration. It is an adaptation to the e‑Government context of a model developed for assessing e‑commerce websites. To understand the determinants of e‑government portal adoption, an integrated model of user satisfaction and technology acceptance is empirically tested. The integrated model involves four success factors: information quality, system quality, perceived effectiveness and social influence, which impact user satisfaction with the e‑Government website, influencing intention to reuse. Overall, the study proposes that user perceptions about the e‑Government portal influence user attitude towards the portal. An Internet survey collected data from 464 online users of Macao’s e‑government portal. The model was found to explain a large proportion of the variance in citizen’s intention to reuse the portal. The portal partially mediates the relationship between success factors and intention‑to‑reuse. The results provide evidence that Information Quality, System Quality and Social Influence (but not Perceived Effectiveness) are success factors influencing user satisfaction and adoption. It is recommended that portal management needs to ensure ease‑of‑use, currency and accuracy of the supplied information. Timely information updating is a major concern for the e‑Government portal in Macao. The content an e‑government portal that is perceived by users to be easier to navigate is likely to facilitate satisfaction and reuse. Finally, the importance of social influence justifies, managerial actions aimed at improving e‑Government portal acceptance by individual users and government employees.
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