Can Satisfaction Interventions Rise Interest in E-Government Service Adoption in Indonesia? The Extended Perspective of The TAM Model
Abstract
The primary purpose of this study is to investigate how much influence user satisfaction has in increasing interest in adopting existing e-government services, especially in Indonesia. User satisfaction with electronic-based government services is considered an essential factor to be managed as an indicator of success for governments implementing service innovations. However, this does not automatically increase interest in adopting e-government services. The research method is carried out by analyzing the results of a service user survey, analyzing exploratory and confirmatory factors, and investigating the influences that affect the interest in adopting e-government services based on the hypotheses built. Primary data comes from respondents using e-government services, as many as 200 people, and processed using the Smart-PLS tool for further analysis. At the same time, the feasibility test of the model uses the SEM technique. The study results show that user satisfaction can affect the adoption of e-government services with a power level of 0.184. Meanwhile, user satisfaction as a mediator of service quality on the adoption of e-government services is proven to affect service quality significantly. This study can assist the government in providing the community with alternative strategic policy measures and service innovations. In addition, it contributes to developing theoretical knowledge into a modified model framework that can explain the significant effect of implementing e-government service adoption.
References
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[38] L. Chen and A. K. Aklikokou, “Determinants of E-government Adoption: Testing the Mediating Effects of Perceived Usefulness and Perceived Ease of Use,” Int. J. Public Adm., vol. 43, no. 10, pp. 850–865, 2020, doi: 10.1080/01900692.2019.1660989.
[2] A. K. Abdulkareem and R. Mohd Ramli, “Does trust in e-government influence the performance of e-government? An integration of information system success model and public value theory,” Transform. Gov. People, Process Policy, vol. 16, no. 1, pp. 1–17, 2022, doi: 10.1108/TG-01-2021-0001.
[3] M. Noor, “The effect of e-service quality on user satisfaction and loyalty in accessing e-government information,” Int. J. Data Netw. Sci., vol. 6, no. 3, pp. 945–952, 2022, doi: 10.5267/j.ijdns.2022.2.002.
[4] Presiden Republik Indonesia, “Instruksi Presiden Republik Indonesia Nomor 3 tahun 2003,” Instr. Pres., no. Undang-Undang Informasi dan Transaksi Elektronik, pp. 1–25, 2003.
[5] R. I. Presiden, “Peraturan Presiden Republik Indonesia Nomor 95 Tahun 2018 Tentang Sistem Pemerintahan Berbasis Elektronik,” 2018.
[6] S. Y. Defitri, “The role of political will in enhancing e-government: An empirical case in Indonesia,” Probl. Perspect. Manag., vol. 20, no. 1, pp. 69–79, 2022, doi: 10.21511/ppm.20(1).2022.07.
[7] APJII, “Peluang Penetrasi Internet dan Tantangan Regulasi Daerah,” Buletin APJII, p. 15, 2021.
[8] A. Sabani, H. Deng, and V. Thai, “Evaluating the development of E-government in Indonesia,” ACM Int. Conf. Proceeding Ser., pp. 254–258, 2019, doi: 10.1145/3305160.3305191.
[9] B. K. Lee, E. H. Lee, and T. Lee, “The effect of E-Government website evaluation on user satisfaction and intention to use: the mediating role of warmth and competence judgment on government,” Inf. Commun. Soc., pp. 1–22, 2022, doi: 10.1080/1369118X.2022.2041701.
[10] Y. Li and H. Shang, “Service quality, perceived value, and citizens’ continuous-use intention regarding e-government: Empirical evidence from China,” Inf. Manag., vol. 57, no. 3, p. 103197, 2020, doi: 10.1016/j.im.2019.103197.
[11] M. K. Mohammadi, “Factors influencing the adoption of e-government websites in Afghanistan from the citizens’ perspective,” Electron. J. Inf. Syst. Dev. Ctries., 2022, doi: 10.1002/isd2.12216.
[12] K. A. Al Mansoori, J. Sarabdeen, and A. L. Tchantchane, “Investigating Emirati citizens’ adoption of e-government services in Abu Dhabi using modified UTAUT model,” Inf. Technol. People, vol. 31, no. 2, pp. 455–481, 2018, doi: 10.1108/ITP-12-2016-0290.
[13] I. K. Mensah and S. Adams, “A Comparative Analysis of the Impact of Political Trust on the Adoption of E-Government Services,” Int. J. Public Adm., vol. 43, no. 8, pp. 682–696, 2020, doi: 10.1080/01900692.2019.1645687.
[14] I. K. Mensah and E. Abu-shanab, “Citizen Use of E-Government Services Websites : A Proposed E-Government Adoption Recommendation Model ( EGARM ),” Int. J. Electron. Gov. Res., vol. 17, no. 2, pp. 19–42, 2021, doi: 10.4018/IJEGR.2021040102.
[15] I. K. Mensah and J. Mi, “An empirical investigation of the impact of demographic factors on E-government services adoption,” Int. J. E-Services Mob. Appl., vol. 10, no. 2, pp. 17–35, 2018, doi: 10.4018/IJESMA.2018040102.
[16] A. Sachan, R. Kumar, and R. Kumar, “Examining the impact of e-government service process on user satisfaction,” J. Glob. Oper. Strateg. Sourc., vol. 11, no. 3, pp. 321–336, 2018, doi: 10.1108/JGOSS-11-2017-0048.
[17] M. N. Zolotov, T. Oliveira, and F. Cruz-jesus, “Satisfaction with e-participation : A Model from the Citizen ’ s Perspective , Expectations , and Affective Ties to the Place,” in WorldCIST’18: World Conference on Information Systems and Technologies, 2018, vol. 1, pp. 1049–1059.
[18] W. M. Al-Rahmi et al., “Validation of an Integrated IS Success Model in the Study of E-Government,” Mob. Inf. Syst., pp. 1–16, 2022, doi: 10.1155/2022/8909724.
[19] M. H. Alshira’H, “The Effects of Usability and Accessibility for E-Government Services on the End-User Satisfaction,” Int. J. Interact. Mob. Technol., vol. 14, no. 13, pp. 78–90, 2020, doi: 10.3991/ijim.v14i13.14659.
[20] F. D. Davis, “Perceived Perceived Usefulness, Ease of Use, and User Acceptance Information of Technology,” Manag. Inf. Syst. Res. Cent., vol. 13, no. 3, pp. 319–340, 1989.
[21] V. Venkatesh and F. D. Davis, “A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies,” Manage. Sci., vol. 46, no. 2, pp. 186–204, 2000.
[22] H. Bala and V. Venkatesh, “Technology acceptance model 3 and a research agenda on interventions,” Decis. Sci., vol. 39, no. 2, pp. 273–315, 2008, doi: 10.1111/j.1540-5915.2008.00192.x.
[23] N. P. Rana, Y. K. Dwivedi, and M. D. Williams, “A meta-analysis of existing research on citizen adoption of e-government,” Inf. Syst. Front., vol. 17, no. 3, pp. 547–563, 2015, doi: 10.1007/s10796-013-9431-z.
[24] H. M. B. P. Ranaweera, “Perspective of trust towards e-government initiatives in Sri Lanka,” Springerplus, vol. 5, no. 1, pp. 1–11, 2016, doi: 10.1186/s40064-015-1650-y.
[25] S. R. Chohan and G. Hu, “Success Factors Influencing Citizens’ Adoption of IoT Service Orchestration for Public Value Creation in Smart Government,” IEEE Access, vol. 8, pp. 208427–208448, 2020, doi: 10.1109/ACCESS.2020.3036054.
[26] V. Krishnaraju, S. K. Mathew, and V. Sugumaran, “Web personalization for user acceptance of technology: An empirical investigation of E-government services,” Inf. Syst. Front., vol. 18, no. 3, pp. 579–595, 2016, doi: 10.1007/s10796-015-9550-9.
[27] W. A. Sulistyowati, I. Alrajawy, A. Yulianto, O. Isaac, and A. Ameen, “Factors Contributing to E-Government Adoption in Indonesia—An Extended of Technology Acceptance Model with Trust: A Conceptual Framework,” Lect. Notes Networks Syst., vol. 118, no. May, pp. 651–658, 2020, doi: 10.1007/978-981-15-3284-9_74.
[28] G. H. S. M. de Moraes and F. de S. Meirelles, “User ’ s perspective of Eletronic Government adoption in Brazil,” J. Technol. Manag. Innov., vol. 12, no. 2, pp. 1–10, 2016.
[29] S. Petter, W. Delone, and E. Mclean, “Measuring information systems success : models , dimensions , measures , and interrelationships,” Eur. J. Inf. Syst., vol. 17, pp. 236–263, 2008, doi: 10.1057/ejis.2008.15.
[30] N. P. Rana, Y. K. Dwivedi, M. D. Williams, and V. Weerakkody, “Investigating success of an e-government initiative : Validation of an integrated IS success model,” Inf. Syst. Front., vol. 17, no. 1, pp. 127–142, 2014.
[31] V. Weerakkody, Z. Irani, H. Lee, and N. Hindi, “Are U . K . Citizens Satisfied With E-Government Services? Identifying and Testing Antecedents of Satisfaction,” Inf. Syst. Manag., vol. 33, no. 4, pp. 331–343, 2016.
[32] Y. Karlinsky-shichor and M. Zviran, “Factors Influencing Perceived Benefits and User Satisfaction in Knowledge Management Systems,” vol. 0530, no. February, 2016, doi: 10.1080/10580530.2016.1117873.
[33] N. Mohamed, H. Hussin, and R. Hussein, “Measuring Users ’ Satisfaction with Malaysia ’ s Electronic Government Systems,” Electron. J. e-Government, vol. 7, no. 3, pp. 283–294, 2009.
[34] H. J. Mustakini, Konsep dan Aplikasi Structural Equation Modeling (SEM) Berbasis Varian dalam Penelitian Bisnis. Yogyakarta: Unit Penerbit dan Percetakan STIM YKPN, 2011.
[35] J. F. Hair, M. Sarstedt, L. Hopkins, and V. G. Kuppelwieser, “Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research,” Eur. Bus. Rev., vol. 26, no. 2, pp. 106–121, 2014, doi: 10.1108/EBR-10-2013-0128.
[36] I. Ghozali and H. Latan, Partial Least Squares Konsep, Teknik dan Aplikasi Menggunakan Program Smart PLS 3.0 untuk Penelitian Empiris, 2nd ed. Semarang: Universitas Diponegoro Semarang, 2014.
[37] J. F. Hair, J. J. Risher, M. Sarstedt, and C. M. Ringle, “When to use and how to report the results of PLS-SEM,” Eur. Bus. Rev., vol. 31, no. 1, pp. 2–24, 2019, doi: 10.1108/EBR-11-2018-0203.
[38] L. Chen and A. K. Aklikokou, “Determinants of E-government Adoption: Testing the Mediating Effects of Perceived Usefulness and Perceived Ease of Use,” Int. J. Public Adm., vol. 43, no. 10, pp. 850–865, 2020, doi: 10.1080/01900692.2019.1660989.
Published
2023-03-15
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