Abstract. This paper examines the role of expectation and satisfaction in influencing citizens' intention to continue using electronic government services. In order to investigate the key factors that affect an individual's use of Information and Communication Technology within the context of electronic government, a framework combining Social Cognitive Theory and ExpectationConfirmation Theory is used to investigate satisfaction and continuity of use of e-government services. Further, the study incorporates DeLone and McLean's IS success model along with the E-S-QUAL model to incorporate technical, organizational and Information Systems quality into this framework. The proposed framework will help in shaping further studies in cognitive, managerial and technical factors related to e-government adoption and use. This study argues that quality and consistency in e-government services affect the expectations and satisfaction of citizens, therefore impacting on its continuity of use.
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.
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.
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