Exploring Satisfaction and Trust as Key Drivers of e-Government Continuance Intention: Evidence from China for Sustainable Digital Governance

Chengdan Luo (), Nurul Ain Mohd Hasan () and Abdul Mua’ti Zamri bin Ahmad
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Chengdan Luo: Faculty of Modern Languages and Communication, Universiti Putra Malaysia, Serdang 43400, Selangor, Malaysia
Nurul Ain Mohd Hasan: Faculty of Modern Languages and Communication, Universiti Putra Malaysia, Serdang 43400, Selangor, Malaysia
Abdul Mua’ti Zamri bin Ahmad: Faculty of Modern Languages and Communication, Universiti Putra Malaysia, Serdang 43400, Selangor, Malaysia

Sustainability, 2024, vol. 16, issue 24, 1-26

Abstract: With the rapid popularization of digital technology, e-government has become an essential tool for modern governments to improve governance capacity and enhance public trust. Especially in the post-pandemic era, the continued use of e-government plays a crucial role in promoting public participation, enhancing government trust, and fostering sustainable governance. The purpose of this study is to explore the behavioral drivers of e-government continuance intention to use (CIU), focusing on the roles of satisfaction (SA) and trust (TR) as mediators. Guided by the Expectation Confirmation Theory (ECT), this study collected data from 393 valid questionnaires and employed quantitative analysis and structural equation modeling (SEM) to examine how perceived usefulness (PU) and expectation confirmation (EC) influence CIU through SA and TR. The findings indicate that perceived usefulness and expectation confirmation significantly and positively affect public satisfaction and trust in e-government, which in turn drive the public’s intention to continue using these platforms. This study extends the application of ECT in the e-government context, providing empirical support for its theoretical framework. Additionally, the results offer practical guidance for optimizing e-government services. By improving the platform’s usefulness and ability to meet user expectations, governments can enhance public satisfaction and trust, effectively encouraging continuous usage of e-government services. This contributes to the realization of modern digital governance and supports the sustainable development of society.

Keywords: e-government; continuance intention; political governance; satisfaction; trust; expectation confirmation; perceived usefulness; digital governance; sustainable development goals (SDGs) (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2024
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