Citizens' continuous use of eGovernment services: The role of self-efficacy, outcome expectations and satisfaction
End of Embargo2021-11-12
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.
MetadataShow full item record
AbstractThe 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.
CitationAlruwaie 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 versionhttps://doi.org/10.1016/j.giq.2020.101485
NotesThe full-text of this article will be released for public view at the end of the publisher embargo on 12 Nov 2021.
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.