Appropriate e-government service support and influences on end-users

Abstract

In the past five years, research has raised concerns regarding the appropriate support citizens experience from e-government services. Their concerns were noted through feedback by citizens regarding their low satisfaction levels and consequently, low levels of adoption of such e-government services. This correlates with factors such as a detailed assimilation process, streamlined services, state-of-the-art technology, agile accessibility, awareness and trust. In response to the raised concerns, the current research was conducted, which systematically and in the form of a mapping review/systematic map, examined various constructs of 22 articles selected from different databases or literature on the appropriate e-government service support and influences on end-users. Based on the analysis of the study findings, five hypotheses have been developed. These include the following:1)The intent to use e-government service is enhanced via the support of a detailed assimilation process;2)Support for citizens by designing streamlined services significantly enhances the support of e-government services;3)Support for citizens by designing state-of-the-art technology greatly enriches e-government services;4)Agile accessibility to the e-services significantly improves the use of e-government services;5)Supporting citizens by developing awareness and trust significantly enhances the intent to use e-government services.From a theoretical perspective, the conclusion is that privacy calculus constructs should play a significant role if citizens need to be supported by government in their use of e-government services.