Factors Influencing User Perception and Adoption of E-Government Services

Galina Ilieva (), Tania Yankova, Margarita Ruseva, Yulia Dzhabarova, Veselina Zhekova, Stanislava Klisarova-Belcheva, Tanya Mollova and Angel Dimitrov
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Galina Ilieva: Department of Management and Quantitative Methods in Economics, University of Plovdiv Paisii Hilendarski, 4000 Plovdiv, Bulgaria
Tania Yankova: Department of Management and Quantitative Methods in Economics, University of Plovdiv Paisii Hilendarski, 4000 Plovdiv, Bulgaria
Margarita Ruseva: Department of Management and Quantitative Methods in Economics, University of Plovdiv Paisii Hilendarski, 4000 Plovdiv, Bulgaria
Yulia Dzhabarova: Department of Marketing and International Economic Relations, University of Plovdiv Paisii Hilendarski, 4000 Plovdiv, Bulgaria
Veselina Zhekova: Department of Management and Quantitative Methods in Economics, University of Plovdiv Paisii Hilendarski, 4000 Plovdiv, Bulgaria
Stanislava Klisarova-Belcheva: Department of Management and Quantitative Methods in Economics, University of Plovdiv Paisii Hilendarski, 4000 Plovdiv, Bulgaria
Tanya Mollova: Department of Management and Quantitative Methods in Economics, University of Plovdiv Paisii Hilendarski, 4000 Plovdiv, Bulgaria
Angel Dimitrov: Department of Management and Quantitative Methods in Economics, University of Plovdiv Paisii Hilendarski, 4000 Plovdiv, Bulgaria

Administrative Sciences, 2024, vol. 14, issue 3, 1-30

Abstract: 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.

Keywords: electronic public services; electronic government services; technology adoption; customer satisfaction; behaviour intention; structural equation modelling; PLS-SEM; machine learning (search for similar items in EconPapers)
JEL-codes: L M M0 M1 M10 M11 M12 M14 M15 M16 (search for similar items in EconPapers)
Date: 2024
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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