Factors Influencing User Perception and Adoption of E-Government Services

被引:11
作者
Ilieva, Galina [1 ]
Yankova, Tania [1 ]
Ruseva, Margarita [1 ]
Dzhabarova, Yulia [2 ]
Zhekova, Veselina [1 ]
Klisarova-Belcheva, Stanislava [1 ]
Mollova, Tanya [1 ]
Dimitrov, Angel [1 ]
机构
[1] Univ Plovdiv Paisii Hilendarski, Dept Management & Quantitat Methods Econ, Plovdiv 4000, Bulgaria
[2] Univ Plovdiv Paisii Hilendarski, Dept Mkt & Int Econ Relat, Plovdiv 4000, Bulgaria
关键词
electronic public services; electronic government services; technology adoption; customer satisfaction; behaviour intention; structural equation modelling; PLS-SEM; machine learning; ACCEPTANCE; TECHNOLOGY;
D O I
10.3390/admsci14030054
中图分类号
C93 [管理学];
学科分类号
12 ; 1201 ; 1202 ; 120202 ;
摘要
The objective of this study is to investigate and determine factors influencing user perception and acceptance of electronic government services in the context of technological advancements. The research focuses on classifying the main features of e-administrative systems with an emphasis on user satisfaction by integrating both traditional and modern data analysis techniques. Structural Equation Modelling (SEM), machine learning (ML) techniques, and multi-criteria decision-making (MCDM) methods have been applied to survey data to uncover the interdependencies between variables from the perspective of online users. The developed models discover and explain the underlying relationships in user attitudes towards e-government services. As the perception of customer satisfaction is subjective and dynamic, stakeholders should conduct regular measurements and data analysis to ensure continuous improvement of e-public services.
引用
收藏
页数:30
相关论文
共 77 条
[1]   Automating E-Government Services With Artificial Intelligence [J].
Al-Mushayt, Omar Saeed .
IEEE ACCESS, 2019, 7 :146821-146829
[2]  
Al-Sadiq A.J., 2021, The Role of E-Government in Promoting Foreign Direct Investment Inflows
[3]   Usability and Accessibility Assessment of Saudi Arabia Mobile E-Government Websites [J].
Al-Sakran, Hasan O. ;
Alsudairi, Mohammed A. .
IEEE ACCESS, 2021, 9 :48254-48275
[4]   Predictors for E-Government Adoption of SANAD App Services Integrating UTAUT, TPB, TAM, Trust, and Perceived Risk [J].
AlHadid, Issam ;
Abu-Taieh, Evon ;
Alkhawaldeh, Rami S. ;
Khwaldeh, Sufian ;
Masa'deh, Ra'ed ;
Kaabneh, Khalid ;
Alrowwad, Ala'Aldin .
INTERNATIONAL JOURNAL OF ENVIRONMENTAL RESEARCH AND PUBLIC HEALTH, 2022, 19 (14)
[5]   The impact of service quality, trust and satisfaction on young citizen loyalty towards government e-services [J].
Alkraiji, Abdullah ;
Ameen, Nisreen .
INFORMATION TECHNOLOGY & PEOPLE, 2022, 35 (04) :1239-1270
[6]  
[Anonymous], 2014, Information Security, Cybersecurity and Privacy Protection
[7]  
[Anonymous], 2022, Council of Ministers Report on the State of the Administration, V2022
[8]  
[Anonymous], 2018, Information TechnologyService Management. Part 1: Service management system requirements
[9]  
[Anonymous], 2021, Council of Ministers Report on the State of the Administration 2021
[10]  
[Anonymous], 2015, UN General Assembly Resolution nr. 70/1