Understanding E-Government Services Usage Continuance: The Role of Service Quality and Habit

ABSTRACTIn this study, we examine the citizens’ continuance intention to use e-government services after adoption. We develop a post-acceptance Information Systems continuance extended model by integrating service quality through the e-GovQual model, and habit. Our results provide corroborative evidence that the inclusion of service quality gives better results than the original model and habit has a strong influence on citizens’ continuance intention regarding e-government services usage both directly and indirectly through moderating and mediating effects.KEYWORDS: IS continuance intentionservice qualityhabite-governmente-GovQualpost-acceptance model AcknowledgementsThis research was supported by the facilities available at the Business Informatics Laboratory (BILab) and the Interdisciplinary Laboratory in Accounting Studies, Financial Management, and Economic and Financial Law, both at the Athens University of Economics & Business, Greece.Disclosure statementNo potential conflict of interest was reported by the author(s).Additional informationNotes on contributorsXenia J. MamakouXenia J. Mamakou is a postdoctoral researcher and a member of the Business Informatics Laboratory (BILab) in the Department of Business Administration at the Athens University of Economics and Business. She holds a PhD in Information Systems and her main research interests are in the areas of e-commerce, e-government, service quality, and business analytics.Sandra CohenSandra Cohen is a Professor of Accounting in the Department of Business Administration at the Athens University of Economics and Business, Greece. Her research interests lie in public sector accounting and management accounting. She is a member of several research groups dealing with public-sector financial management.