Understanding the key driver of e-government services continuance usage intention: An integrated model of Expectation Confirmation Model and Technology Acceptance Model

Darmawan Napitupulu, Wendi Usino, Nurul Amira Azmi, Ray Septianis Kartika, Hadi Supratikta, Adi Suhendra, Witra Apdhi Yohanitas, Herie Saksono, Abdul Halik, Suhandojo Suhandojo

Article ID: 7957
Vol 8, Issue 12, 2024

VIEWS - 63 (Abstract) 20 (PDF)

Abstract


Continuous usage is crucial for ensuring the longevity of technological advancements. The success of e-government is contingent upon its ongoing use, rather than its initial acceptance. Nevertheless, there has been a dearth of scholarly research on the ongoing use of e-government services. The objective of this study was to identify the primary factors that influences the continued use of e-government services in Indonesia. The research model was created by integrating both Expectation Confirmation Model and Technology Acceptance Model, two theories that are frequently employed in the adoption of technology. The data was obtained by administering an online survey to 217 Indonesian citizens who had previously utilized the Online Citizen Aspiration and Complaints Service (LAPOR) e-Government services. The results indicate that perceived ease of use had a substantial impact on citizen satisfaction and perceived usefulness. In contrast to previous research conducted in the context of e-Government, it was found that perceived usefulness did not have a significant correlation with the intention to continue using the system. The most significant predictor of continued intention to use was citizen satisfaction. Surprisingly, satisfaction was more significantly influenced by perceived ease of use than perceived usefulness. The implications of these findings are elaborated upon.


Keywords


e-government services; continuance intention; perceived ease of use; perceived usefulness; satisfaction

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References


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DOI: https://doi.org/10.24294/jipd.v8i12.7957

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