A Framework for Evaluating Citizens' Expectations and Satisfaction toward Continued Intention to Use E-Government Services

摘要

This paper examines the role of expectation and satisfaction in influencing citizens' intention to continue using electronic government services. In order to investigate the key factors that affect an individual's use of Information and Communication Technology within the context of electronic government, a framework combining Social Cognitive Theory and Expectation-Confirmation Theory is used to investigate satisfaction and continuity of use of e-government services. Further, the study incorporates DeLone and McLean's IS success model along with the E-S-QUAL model to incorporate technical, organizational and Information Systems quality into this framework. The proposed framework will help in shaping further studies in cognitive, managerial and technical factors related to e-government adoption and use. This study argues that quality and consistency in e-government services affect the expectations and satisfaction of citizens, therefore impacting on its continuity of use.