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Citizens' continuous use of eGovernment services: The role of self-efficacy, outcome expectations and satisfaction

Alruwaie, M.
; 
El-Haddadeh, R.
; 
Weerakkody, Vishanth J.P.
; 
Ismagilova, Elvira
Publication Date
2020-07
End of Embargo
Supervisor
Keywords
eGovernment, Service quality, Information quality, Continuance intention
Rights
© 2020 Elsevier. Reproduced in accordance with the publisher's self-archiving policy. This manuscript version is made available under the CC-BY-NC-ND 4.0 license.
Peer-Reviewed
Yes
Open Access status
openAccess
Accepted for publication
30/04/2020
Institution
Department
Awarded
Embargo end date
Collections
Management and Law Publications
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Additional title
Abstract
The continuous use of eGovernment services is a de facto for its prosperity and success. A generalised sense of citizens' self-efficacy, expectations, and satisfaction offer opportunities for governments to further retain needed engagements. This study examines the factors influencing citizens' continuance use of eGovernment services. Through the integration of Social Cognitive Theory, Expectation Confirmation Theory, DeLone and McLean IS success model, and E-S-QUAL, a survey of 471 citizens in the UK, engaging in online public services, found that prior experience, social influence, information quality, and service quality, personal outcome expectation, and satisfaction, are significant predictors of citizens' intention to use eGovernment, when they are regulated, through citizens' self-efficacy. The present study extends the roles of pre-adoption and post-adoption by offering a self-regulating process. Therefore, it demonstrates how critical it is for the government's leaders to understand the patterns of the long-term process for electronic systems continually.
URI
http://hdl.handle.net/10454/17827
Version
Accepted manuscript
Citation
Alruwaie M, El-Haddadeh R, Weerakkody V et al (2020) Citizens' continuous use of eGovernment services: The role of self-efficacy, outcome expectations and satisfaction. Government Information Quarterly. 37(3): 101485.
Link to publisher’s version
Link to published version
Link to Version of Record
https://doi.org/10.1016/j.giq.2020.101485
Type
Article
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Notes
There is a corrigendum for this paper at https://doi.org/10.1016/j.giq.2020.101492. Elvira Ismagilova was not included as an author on the original record when she should have been.