Antecedents to Continuance Intention to Use eGovernment Services in India
There are several studies that have examined the factors that determine users’ attitude to adopt eGovernment services. However, there are not many studies that have explored what makes users continue to use these services. The purpose of this paper is to
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and Kali Charan Sabat2
1
NMIMS Global Access School for Continuing Education, NMIMS University, V. L. Mehta Road, Vile Parle West, Mumbai, Maharashtra, India [email protected] 2 GD Goenka University, GD Goenka Education City, Sohna—Gurgaon Rd., Sohna, Haryana, India [email protected]
Abstract There are several studies that have examined the factors that determine users’ attitude to adopt eGovernment services. However, there are not many studies that have explored what makes users continue to use these services. The purpose of this paper is to identify the most salient factors that influence users to continue to use eGovernment services in India. To achieve this, the paper examines the role of confirmation and satisfaction in influencing citizens’ attitude leading to intention to continue using eGovernment services. In order to investigate the key factors that affect an individual’s use of Information and Communication Technology (ICT) within the context of electronic government, a framework combining Expectation Confirmation Theory and Technology Acceptance Model is used to investigate satisfaction and continuity of use of eGovernment services. Keywords: eGovernment Satisfaction Continuance intention Trust Attitude India Expectation confirmation theory Technology acceptance model
1 Introduction The term electronic Government or eGovernment refers to the use of Information and Communication Technology (ICT) to disseminate information and services to the citizens, businesses’ and government agencies [15]. eGovernment is an initiative that provides a single point of access to all digital services [3]. eGovernment initiatives provide enormous benefits, but to realize these benefits citizens need to adopt these initiatives and continue to use them [11, 16]. Lack of adoption of these services hinders the benefits these services aim to provide [13]. There are certain challenges in implementing and rolling out eGovernment initiatives in India. There are a few studies that have empirically examined the factors influencing citizens’ adoption of eGovernment systems [4]. Realizing a research gap in terms of an inclusive Information Technology (IT)/Information Systems (IS) research model that can help to understand the factors that help in continued usage of eGovernment services, this study aims to fill the gap. The present study attempts to identify the various factors which influence the intention of users to continue using eGovernment services. © IFIP International Federation for Information Processing 2020 Published by Springer Nature Switzerland AG 2020 S. K. Sharma et al. (Eds.): TDIT 2020, IFIP AICT 617, pp. 284–291, 2020. https://doi.org/10.1007/978-3-030-64849-7_25
Antecedents to Continuance Intention
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The rest of the paper is organized as follows: The following section covers the literature review from recent studies in the context of eGovernment implementation. The next section covers the research methodology, analysis of the results and discussion. It also provides an agenda for futu
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