Evaluating usability, user satisfaction and intention to revisit for successful e-government websites

Abstract

This paper determines a set of usability factors for evaluating e-government websites and describes causal effects, which determine the extent to which e-government website usability affects user satisfaction and their intention to revisit sites for continued usage. Measurement data was gathered from user testing on the websites of representative administration departments in South Korea. This data was analysed using factor analysis and a structural equation model was developed. Navigation, utilisation of image and graphics, effective readability, utilisation of multimedia technology, site structure and information search capability were shown to be major factors affecting usability of e-government websites. Findings suggest that the usability strongly affected both user satisfaction and intention to revisit.