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Influences on Macao's e-government portal adoption
| Content Provider | Semantic Scholar |
|---|---|
| Author | Lai, Cora Sio Kuan Pires, Guilherme D. |
| Copyright Year | 2010 |
| Abstract | Electronic government is an information system that uses information and communication technology to improve public administration efficiency and policy effectiveness, to increase the convenience, performance and accessibility of government services to internai and external users. This research tests an integrated model of e·-Govemni.ent satisfaction that incorporates constructs from the technology acceptance model .(TAM) and end-user satisfaction (EUS). The mqdel explains a large proportion of the vanance in citizen's intention-to-reuse Macao's e-Govemment portal. Results support the hypothesis that satisfaction with theeGovemment portal partially mediates the relationship between success factors and intention-to-reuse the portal. Information quality, system quality and sociai influence (but not perceived effectiveness) were confirmed as detenriinants of the adoption of, and satisfaction with Macao's e~Govemment portal. INTRODUCTION It is apparent that, in many countries, information and communications technology (ICT) has permeated and transformed many aspects of how organisations go about their business and of how people live their lives. The advantages afforded by ICT justify the proliferation ofe-commerce activity, whether business to business (B2B) or business to consumer (B2C), now complemented by extensive consumer to consumer (C2C) activity. Likewise, there is an opportunity for governments to implement e-Govemni.ent, -to improve the' delivery of public service to individual citizens and businesses alike, enhancing user satisfaction (Ho, 2002), and to build better relationships with its constituents through citizen empowerment and increased transparency (World Bank, 2002). Considered by many as the most general reform in the public sector (Hood & Margetts, 2007), e-Govemment has been formally defined as "a broad-based transformation initiative, enabled by leveraging the capabilities of information and communication technology (/CT); ( 1) to develop · and deliver high quality, seamless and integrated public services; (2) to enable effective constituent relationship management; and (3) to support the economic and spc,ial devdopment goals of citizens, business, and civil society at local, state, national and international levels" (Grant & Chau, 2004, p. 8). · Nevertheless, e-Govemment also inherits the less positive characteristics of information systems (IS), including a high failure rate of information technology based projects and user adoption rates below expectations that may compromise its potential. Low adoption may be explained by the transition process of users from the traditional public service delivery process to the new e-version, as well as by reasons ranging from imperfect information dissemination about -the new services and system complexity, to users' lack of proficiency in accessing e-services and resistance to innovation adoption. E-Govemment deployment success depends. on achieving a state of adoption that combines user satisfaction gains with the discontinuation of . traditional processes. As long as users can choose between using e-Govemment and traditional methods to access public services, adoption can be expected to depend on e~ternal users' attitudes and perceptions. PURPOSE AND APPROACH Notwithstanding significant investment by many gove~ents, knowledge about e-Govemment remains limited. For e-Govcmment to realize its potential, it needs to be grounded on an in-depth understanding of potential users' needs, perceptions and other factors influencing its uptake. Still in its infancy, e-Govemment lacks a theoretically grounded and empirically proven modd to evaluate its effectiveness based on external user satisfaction. This study seeks to identify and examine factors influencing e-Government user satisfaction and, ultimately, e-Government adoption by individual (non-business) citizens in Macao. This is achieved by combining the positive examination of the model developed by Schaupp et al., (2006) for assessing e-commcrce websites with interpretive inquiry into its. applicability. in the Asian eGovernment context of a sample of Macao'~ individual citizens who are repeat users of the e-Govemment portal. 201 202 GlobalBusiness & Economics Anthology, March 2010 INTEGRATED MODEL OF E-GOVERNMENT SATISFACTION . The model developed by Schaupp et al., (2006) integrates measures from the technology acceptance model or TAM (Davis, 1989; Davis et al., 1989) and end user satisfaction (BUS) theories (DeLane & McLean, 1992; Doll et al., 1995), examining user satisfaction when using a computer application, both of which are theoretically grounded and empirically supported (Wixom & Todd, 2005). TAM identifies perceived usefulness and ease of use as factors influencing IS adoption, aJthough providing limited guidance about how to influence usage through design and implementation (Taylor & Todd, 1995) ancj assuming· that all behaviour is under an individual's complete volitional control (Furneaux, 2006). The strength of BUS is in its ability to link design characteristics with user satisfaction (Wixom & Todd, 2005), despite its inability to link attitude to behavior and to fully capture the significant determinants of satisfaction (Au et al., 2002). · Given the limitations in both cases, their combination may yield a better understanding of user acceptance and adoption (Melone, 1990 and Seddon, 1997). The integrated model used in this research identifies four success faCtors -informaticm quality (IQ), system quality (SQ), perceived effectivenes_s (PB) and social influence (SI) which impact user satisfaction with a e-Govemment portal (SAT), ultimately influencin~ intention to reuse (IU). · In terms of the success factors, IQ .refers to the degiee to which. information on the e-Govemment portal is perceived to be accurate, relevant, complete a11d in the format required by the user (Schaupp et al., 2006). SQ is the degree to which the e-Govemment portal is easy to use in accomplishing a desired goal. It is equivalent to perceived ease-of-use (Davis, 1989).l!nd effort expectancy (Venkatesh et al., 2003) and involves three dimensions, namely access (portal's speed and availability when users attempt to use it), usability (portal's visual appeal, consistency, fun and ease to use) and navigation (how easy it is for a user to find sought information within the portal) (Huizingli, 2000; McKinney et al., 2002). PB is the degree to which a ·user believes the website to be useful, similarly with 'percei~ed usefulness' (Davis et al., 1989), usefulness and relativeness (Moore & Benbasat, 1991) and 'performance expectancy' (Venkatesh et al., 2003). SI refers to users' perception of peer expectations about their use of the portal. Deemed to be a significant predictor of IT-adoption, SI is equivalent to 'social norm' (Seddon, '1997) 'subjective norm' (Thompson & Higgins, 1991) and 'image' (Moore & Beilbasat, 1991). The outcome measures are user satisfaction with the e-Govemrilent portal (SAT) and user intention to reuse (IU). Overall, the study proposes that user perceptions about the e-Govemment por:tal, influence user attitude towards the portal. The following research questions are examined: RQ1: Which factors affect SAT? RQ2: Which factors influence e-Govemment portal adoption by individual citizens? RQ3: Are there any relationship between identified factors in the explanation of e-Govemment portal acceptance by Macao citizens? The following hypotheses were developed from the literature to address the questions: H1: The effect ofiQ on IU is mediated by SAT H1a: IQ is positively related to IU. Hlb: IQ is positively related. to SAT. H1c: SAT significantly predicts IU after controlling for IQ. H2: The effect of SQ on IU is mediated by SAT. H2a: SQ is positively related to IU. H2b: SQ is positively related to SAT. H2c: SAT significantly predicts IU after controlling for SQ. H3: The effect of SI on IU is mediated by SAT. H3a: SI is positively related to IU. H3b: SI is positively related to SAT. H3c: SAT significantly predicts IU after controlling for Sl. H4: The effect of PB on IU is mediated by SAT . H4a: PB is positively related to IU. H4b: PB is positively related to SAT. H4c: SAT significantly predicts IU after controlling for PB. H5: Together with SAT, the success factors (IQ, SQ, SI) are good predictors ofiU. Global Business & Economics Anthology, March 2010 METHODOLOGY This cross-sectional study is an ex post evaluation of Macao's e-Government portal, three years after its inauguration (Doherty & King, 2004). Estimated to exceed 260,000 individuals (RTHK, 2007), the target population is the set of all non-business users of Macao's e-Govemment portal, 18 years or older self-reported to have used the portal more than once. The questionnaire used in this research was adapted from instruments previously tested for validity and reliability (see Table 1). In addition to collecting demographic information, the questionnaire comprised 38 random ordered items and one reversed coded question. All scales were phrased as questions on a five-point Likert scale ranging from 'strongly disagree' to 'strongly agree'. The satisfaction construct used a fiye-point semantic scale. A series of statements were asked to gauge the degree of satisfaction from 'very dissatisfied' to 'very satisfied', 'very displeased' to 'very pleased', 'frustrated' to 'contented' and 'disappointed' to 'deljghied'. With thl{ ·exception of the satisfaction construct, items in the survey website were randomly presented as a ~eans to reduce common method bias and potential monotonous responses (Hu et al., 1999). 0 u tc om e m e as u res Perce i Effectiveness porta I sa tis fa cfio n G efen et al.,2002 heung & Lee,2005; McKinney, et al., 2002; 0.91 9 5 |
| File Format | PDF HTM / HTML |
| Alternate Webpage(s) | https://ogma.newcastle.edu.au/vital/access/%20/services/Download/uon:11150/ATTACHMENT02 |
| Language | English |
| Access Restriction | Open |
| Content Type | Text |
| Resource Type | Article |
