Model to explain use of E-Government service change

Abstract

The E-Government services have been adopted by public administration organizations across the globe to improve efficiency and effectiveness in the provision of public services and elimination of an administrative burden. However, notwithstanding the latent benefits of E-Government services, use of them by public service functionaries remains inadequate and also there is dearth of research on the use of E-Government services by public service functionaries in emerging market. This paper aims to model and validate factors that influence public service functionaries to use the E-Government service. A quantitative survey questionnaire was developed from literature, to collect data from 215 randomly selected users of E-Government service and data was analyzed using partial least square-structural equation modelling (i.e. measurement and structural models). Study results evince that use of E-Government service in emerging market higher education institutions requires satisfaction of user community, user community involvement and indicators for performance. This study offers a new integrated model based on Unified Theory of Acceptance and Use of Technology, Information Systems Success Model key factors and facilitating conditions such as user community involvement and performance indicators as novel measurement dimensions and determinants of use of E-Government services. Policy makers and executives may use the model to measure and improve the use of E-Government services in emerging markets and beyond.