Modeling Citizen Satisfaction with Mandatory Adoption of an E-Government Technology

While technology adoption is a major stream of research in information systems, few studies have examined the antecedents and consequences of mandatory adoption of technologies. To address this gap, we develop and test a model of mandatory citizen adoption of an e-government technology. Based on a framework that outlines the key stages associated with the launch of technology products, we identify various external factors as antecedents of four key technology adoption variables from the unified theory of acceptance and use of technology (UTAUT), i.e., performance expectancy, effort expectancy, social influence, and facilitating conditions, which ultimately impact citizen satisfaction. The four stages of technology launch and the salient antecedents in each stage are: (1) market preparation stage awareness; (2) targeting stage compatibility and self-efficacy; (3) positioning stage flexibility and avoidance of personal interaction; and (4) execution stage trust, convenience, and assistance. We test our model in a two-stage survey of 1,179 Hong Kong citizens, before and after they were issued a mandatory smart card to access e-government services. We find that the various factors tied to the different stages in launching the technology predict key technology adoption variables that, in turn, predict citizen satisfaction with e-government technology. We discuss the theoretical and practical implications for governments implementing technologies whose use by citizens is mandated

Exploring Different Roles between Service Expectation and Technology Expectation In Citizen’s E-Government Continuance Adoption: An Extended Expectation-Confirmation Model

Although Chinese government has got remarkable achievement in e-Government development, the difficult issue that citizen use behaviour cannot last toward many e-Government services has long been troubling to government in different levels. Based on expectation-confirmation theory (ECT), this paper proposed an extended model by divide the expectation and perceived performance into two categories, service perspective and technology perspective, for understanding the different roles of those factors in the process of e-Government continuance adoption. The research plan of an empirical experiment toward the e-Government portal of Beijing, the capital of China for utilizing this extended model was also discussed briefly in the paper

탄자니아 전자 정부의 사용자 만족도 평가: 탄자니아 세무 당국 (TRA) 사례 연구.

학위논문 (석사) -- 서울대학교 대학원 : 공과대학 협동과정 기술경영·경제·정책전공, 2020. 8. Hwang Junseok .세계적으로 정보통신기술(ICT)의 활용이 증가하면서 전자정부의 물결이 빠르게 증가하고 있다. 탄자니아 정부는 2002년부터 전자정부 서비스 개선을 지원하기 위해 각종 정책과 규정을 제정해 전자정부 서비스를 제공하고 있다. 개발 도상국의 현재 문제되는 상황은 전자정부 프로젝트의 대다수가 실패하는 반면 탄자니아는 전자정부 개발지수와 전자정부 참여지수의 급속한 성장을 보여주고 있다. 전자정부 프로젝트의 성공은 서비스를 통해 제공되는 기술에만 의존하는 것이 아니라, 사용자가 서로 다른 플랫폼을 통해 제공되는 서비스에 어떻게 관여하고 만족하느냐에 따라 달라지기 때문에, 시민의 만족도가 전자정부 성공을 달성하는 데 큰 역할을 한다. 본 연구의 목적은 탄자니아 전자정부 프로젝트에 대한 사용자 만족도를 측정하기 위한 것으로 탄자니아인의 전자 만족도를 결정하는 주요 요인을 파악하기 위해 탄자니아 수입국(TRA) 서비스 포털을 이용한다. 본 연구는 Seddon의 (1997) 모델뿐만 아니라 DeLone과 McLean (2003)에 기초한 정보 시스템 (IS) 성공 모델을 채택하고 있다. 모델 구성은 시스템 품질, 정보 품질, 서비스 품질, 성능 기대 성능, 사용 의향 및 사용자 만족도 등이다. 163명의 응답자가 설문지에 답하는 온라인 설문조사를 통해 데이터를 수집한다. 데이터 심사 후, 136개의 유효한 답변이 있었다. 한편, 27개의 답변은 질문에 대한 참여 부족으로 인해 무효로 간주되었다. 데이터 분석은 SmartPLS 소프트웨어를 사용하여 가설 간의 관계를 평가하는 부분 최소 제곱 구조 방정식 모델링(PLS-SEM)과 가설 테스트에 의해 수행되었다. 결과는 TRA 플랫폼 사용자들이 TRA에서 제공하는 서비스에 만족하고 있음을 보여준다. 이 연구 결과는 서비스 품질, 시스템 품질 및 사용 의사가 사용자 만족도에 영향을 미치는 강력한 결정 요인이라는 것을 보여주는 반면 정보 품질과 성능 기대치는 사용자 만족도에 큰 영향을 미치지 않았다. 본 연구는 TRA 플랫폼의 데이터로 DeLone과 McLean(2003)의 업데이트된 IS 성공 모델을 테스트하고 검증함으로써 기존 문헌에 기여한다. 사용자들은 또한 의사결정에서 고려해야 할 중요한 요소들을 강조함으로써 정부 정책 입안자와 관리자들에게 시사점을 제공한다.Worldwide, the wave of e-government is increasing rapidly due to the increased use of information and communications technology (ICT). The Tanzanian government has provided e-government services since 2002 by setting various policies and regulations to support the improvement of e-government services. The current problematic situation in developing countries is that the majority of e-government projects fail; meanwhile, Tanzania demonstrates rapid growth in the E-Government Development Index and the E-Government Participation Index. The success of e-government projects does not depend solely on the technology offered through the service, but also on how users engage with and are satisfied by the services offered through different platforms; therefore, citizens' satisfaction plays a major role in achieving e-government success. The purpose of this study is to measure users' satisfaction of Tanzania e-government project, the study use the Tanzania Revenue Authority (TRA) services portal to identify the key factors that determine Tanzanians' e-satisfaction. This study employs the Information System (IS) success model based on DeLone and McLean (2003), as well as Seddons (1997) models. The model constructs are: system quality, information quality, service quality, performance expectancy, intention to use and user satisfaction. Data are collected through an online survey in which 163 respondents answer the questionnaire. After the data screening, there were 136 valid responses; meanwhile, 27 responses were considered invalid due to lack of engagement with the questions. Data analysis was conducted by partial least squares structural equation modelling (PLS-SEM) using SmartPLS software to evaluate relationships between constructs, as well as testing the hypotheses. The results show that users of TRA platforms are satisfied with the services offered from TRA. The findings exhibit service quality, system quality and intention-to-use to be robust determinant factors affecting user satisfaction, while information quality and performance expectancy did not show any significant effect on user satisfaction. This study contributes to the existing literature by testing and validating DeLone and McLeans (2003) updated IS success model with data from the TRA platform. Users also provide implications for government policy makers and managers by highlighting important factors to consider in decision-making.Chapter 1. Introduction 1 1.1 Background 1 1.2 Motivation 5 1.3 Description of the Problem 6 1.4 Research Objectives 8 1.5 Research Outline 9 Chapter 2. Literature Review 10 2.1 E-government Definition and Characteristics 10 2.2 E-Government and Related Previous Studies 12 2.3 Theoretical and conceptual framework 15 2.3.1 Updated DeLone and McLean IS success mode 15 2.3.2 Structural Equation Modelling 18 Chapter 3. Research Methodology 20 3.1 Research Model 20 3.2 Hypothesis 21 3.3 Data collection 27 Chapter 4. Analysis Results 33 4.1 Demographic Characteristics of the Respondents 33 4.2 Descriptive Statistics 35 4.3 Measurement Model Analysis 36 4.3.1 Individual Indicator Reliability 36 4.3.2 Internal Consistency Reliability 37 4.3.3 Convergent Validity 39 4.3.4 Discriminant Validity 40 4.4 Structure Model Analysis 42 4.4.1 Collinearity Issue 43 4.4.2 Coefficient of Determination (R2) 43 4.4.3 Significance and Relevance of Path Coefficients 44 4.4.4 Importance Performance Map Analysis (IPMA) 46 Chapter 5. Conclusion 49 5.1 Discussion 49 5.2 Theoretical Implications 50 5.3 Policy Implications 51 5.4 Limitations and Future Research 52 Bibliography 53 Appendix 1: English Questionnaire 65 Abstract (Korean) 73Maste

User Satisfaction as a Mediating Variable between Information Quality and the Conative Use of Annual Tax Reporting E-Filing System

The usage of information technology and communication in tax reporting system in Indonesia has increased, especially when we are all facing the global pandemic issue. This study aims to examine the effect of user satisfaction as a mediating variable on causal relationship between information quality and  conative use of information technology. Drawing upon sample of 147 tax staff as a representative of corporate taxpayer, Sobel Test and Ordinary Least Square regression were used to test the hypotheses. This study suggests that user satisfaction acted as a mediating variable between information quality and conative use of e-filing tax reporting system.

Does e-Government Always Fit? Moderating Role of Technology-Job Fit on Employee Acceptance of e-Government Technology.

E-government technologies have widely been praised by academics, policy makers and the public. However, despite that many governments heavily invest in these technologies, they still struggle to implement them into their organisations because of employees not accepting them. In my study, I argue that this is due to the lack of “fit” of these technologies with the structure, processes, and practices of the employees. Against this backdrop, my study draws from organisational job fit, task-technology fit and technology acceptance literatures to examine the “Technology-Job fit” construct and explore its moderating role on how employees of government organisations perceive and adopt e-government technologies. I test my model on a sample of 347 employees of different government organisations in a developing country (Thailand). I find that employees’ judgements and satisfaction regarding a technology are significantly moderated by their perception of fit of the technology with their job. My study presents several contributions to research, policymaking, and practice of e-government and technology acceptance

An Object-oriented Workflow Modeling Schema Using Dataflow Analysis for Collaborative E-governance Platform

In the initial stage of transforming from government to governance for developing countries, collaborative e-governance platforms should be urgently established in different contexts. Though some platforms have been previously applied to various fields, researches on common basic functions analysis and across-organization business process modeling based on a suitable workflow modeling method for the platforms design and development are insufficient. Based on an explorative analysis of platform functions and their patterns, we propose a schema for e-governance platforms modeling according to an extended method of object-oriented workflow modeling using dataflow analysis. It covers a two-step process of top-level platform workflow modeling and function objection workflow modeling. In addition, a citizen appeal processing platform is taken as an example to illustrate the utility of the schema. The schema facilitates the contextualized collaborative e-governance platforms development with an operable method and reusable function workflow models