© DHAKA UNIVERSITY JOURNAL OF MANAGEMENT
Page No: 161-189, ISSN: 2221-2523
Fast-paced development in information technology and related services has significantly raised social standards, particularly in terms of meeting the needs of citizens. By digitizing public service providing process or developing an electronic government system, governments are taking advantage of this inevitable technological development while also ensuring citizen’s satisfaction and long-term use by them. Efforts are being made in countries all over the world to ameliorate e-governance and provide public services through online. Despite the importance of investigating the continuous usage behavior of e-services provided by the government, user experiences and satisfaction with government provided e-services from citizens’ perspectives are still unaddressed in the current literature. Hence, this study investigates the key predictors of user experiences, citizen satisfaction, continuance usage of government provided e-services, and intention to recommend the technology by integrating two relevant theoretical models: Technology Continuance Theory (TCT) and Information system (IS) success model. Also, this research model is extended to incorporate another two relevant constructs of government provided e-services’ continuous usage: privacy risk and user experiences. For collecting data, 459 Bangladeshi citizens were surveyed who have already received government provided e-services, which helped the researchers to test the conceptual model. Collected data was interpreted by using partial least squares Structural Equation Modeling (SME).SEM has become increasingly popular in information systems research, but it has yet to be generally adopted and employed in e-government service research. In this research, it was an aim to shed some insight on the well-known issue of poor utilization of government provided e-services, particularly transactional services, among citizens. Findings of this study confirm the hypothesis that the suggested model had strong predictive ability, since it clarified 58.8% variance in citizen satisfaction and 61.68% variance in ongoing use of government provided e-services.
Keywords: E-government services, User Experiences, Citizen Satisfaction, Continuance Usage, and Bangladesh.
1 Associate Professor, Department of Human Resource Management, Jatiya Kabi Kazi Nazrul Islam University,
2 Associate Professor, Department of Public Administration and Governance Studies, Jatiya Kabi Kazi Nazrul Islam University, Trishal, Mymensingh