Continuous Use and Extended Use of E-Government Portals in Malaysia. Issue 15 (18th November 2021)

• Record Type: Journal Article
• Authors: Yap, Ching Seng; Ahmad, Rizal; Newaz, Farhana Tahmida; Mason, Cordelia
• Is Part Of: International journal of public administration. Volume 44:Issue 15(2021)
• Page Start: 1329
• Page End: 1340
• Publication Date: 2021-11-18
• Subjects: E-Government portals -- perceived value -- engagement in virtual community -- citizen satisfaction -- continuous use intention -- extended use intention; Public administration -- Periodicals; 351.05
• DOI: 10.1080/01900692.2020.1759626
• Languages: English
• ISSNs: 0190-0692

Abstract

ABSTRACT: This study aims to investigate the level of user satisfaction with the services provided by E-Government portals and to examine the influence of perceived value and virtual community engagement on citizens' satisfaction and their continuous and extended use intentions. Primary data are collected from a convenience sample of 1, 000 E-Government portal users via a questionnaire survey. The findings show that citizens are generally satisfied with the services provided by E-Government portals and have positive continuous use and extended use intentions. Both perceived value and virtual community engagement relate positively with citizen satisfaction, with the former has a relatively stronger influence. Citizen satisfaction also leads to continuous and extended use intentions. The findings shed lights on dimensions of E-Government portals that citizens considered valuable and the importance of virtual community engagement in influencing their satisfaction and subsequent use intentions.