Evaluating Citizen Adoption and Satisfaction of E-Government

Abstract

Governments at all levels are faced with the challenge of transformation and the need to reinvent government systems in order to deliver efficient and cost effective services. E-government presents a tremendous impetus to move forward in the 21st century with higher quality, cost-effective, government services, and a better relationship between citizens and government. This research considers theoretical foundations from the Technology Acceptance Model (TAM), the Web Trust Model (WTM), and SERVQUAL to form a parsimonious model of citizen adoption and satisfaction for e-government services. The authors find that usefulness, or end-user convenience, to be the principal determinant of e-government adoption and satisfaction, unaffected even when controlling demographic variables such as race, income, and education are introduced.