Continuous Use and Extended Use of E-Government Portals in Malaysia

Ching Seng Yap, Rizal Ahmad, Farhana Tahmida Newaz and Cordelia Mason

International Journal of Public Administration, 2021, vol. 44, issue 15, 1329-1340

Abstract: This study aims to investigate the level of user satisfaction with the services provided by E-Government portals and to examine the influence of perceived value and virtual community engagement on citizens’ satisfaction and their continuous and extended use intentions. Primary data are collected from a convenience sample of 1,000 E-Government portal users via a questionnaire survey. The findings show that citizens are generally satisfied with the services provided by E-Government portals and have positive continuous use and extended use intentions. Both perceived value and virtual community engagement relate positively with citizen satisfaction, with the former has a relatively stronger influence. Citizen satisfaction also leads to continuous and extended use intentions. The findings shed lights on dimensions of E-Government portals that citizens considered valuable and the importance of virtual community engagement in influencing their satisfaction and subsequent use intentions.

Date: 2021
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DOI: 10.1080/01900692.2020.1759626

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