Factors Affecting Continuance Intention of M-Government: An Empirical Study

Abstract

Mobile government (m-government) can potentially provide substantial benefits. Nonetheless, the low level of use has prevented realizing the potential benefits of m-government. As a result, researchers have studied the factors affecting the acceptance of m-government. However, to date, no study has empirically investigated the factors affecting the continuance intention of using m-government. This article argues that investigating these factors will provide a greater insight into why the potential benefits have not been realized. The theoretical foundation of the proposed model builds on the expectation-confirmation model, information system success model, and the external factor trust. This study has adopted a quantitative methodology and conducted an online questionnaire. The data were collected from 553 m-government users in Saudi Arabia, who have used multiple m-government services. The results show that the proposed model has the capability to identify the factors affecting the continuance intention in m-government context.