Satisfaction with E-Government Portals: Perspective of Senior Citizens

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

Abstract

This study aims to investigate the level of user satisfaction with the services provided by e-government portals and to examine the effect of perceived value and social influence on senior citizens’ satisfaction and their continuous use intentions. Through a questionnaire survey, primary data are collected from 123 senior citizens who use e-government portals. The findings show that senior citizens are moderately satisfied with the services provided by e-government portals and positive on their continuous use intentions. Egovernment portals in the area of health and tourism are used more heavily than others. Both perceived value and social influence relate positively with senior citizens’ satisfaction, but perceived value has a relatively stronger effect on satisfaction than social influence. Senior citizens’ satisfaction also positively affects their continuous use intentions of e-government portals. The findings enhance the understanding of e-government portals that senior citizens consider valuable and additionally, highlight the role of social influence in affecting their satisfaction and subsequently their continuous use intentions.

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Paper Citation


in Harvard Style

Yap C., Ahmad R., Mason C. and Newaz F. (2017). Satisfaction with E-Government Portals: Perspective of Senior Citizens.In Proceedings of the 9th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management - Volume 3: KMIS, ISBN 978-989-758-273-8, pages 41-49. DOI: 10.5220/0006498000410049


in Bibtex Style

@conference{kmis17,
author={Ching Seng Yap and Rizal Ahmad and Cordelia Mason and Farhana Tahmida Newaz},
title={Satisfaction with E-Government Portals: Perspective of Senior Citizens},
booktitle={Proceedings of the 9th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management - Volume 3: KMIS,},
year={2017},
pages={41-49},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0006498000410049},
isbn={978-989-758-273-8},
}


in EndNote Style

TY - CONF

JO - Proceedings of the 9th International Joint Conference on Knowledge Discovery, Knowledge Engineering and Knowledge Management - Volume 3: KMIS,
TI - Satisfaction with E-Government Portals: Perspective of Senior Citizens
SN - 978-989-758-273-8
AU - Yap C.
AU - Ahmad R.
AU - Mason C.
AU - Newaz F.
PY - 2017
SP - 41
EP - 49
DO - 10.5220/0006498000410049