Authors:
Ching Seng Yap
1
;
Rizal Ahmad
2
;
Cordelia Mason
3
and
Farhana Tahmida Newaz
2
Affiliations:
1
Faculty of Business, Curtin University and Malaysia, Malaysia
;
2
Graduate School of Business and Universiti Tun Abdul Razak, Malaysia
;
3
Independent Researcher, Malaysia
Keyword(s):
E-Government Portals, E-Government Services, Perceived Value, Social Influence, Senior Citizen Satisfaction, Continuous Use Intentions, Malaysia.
Related
Ontology
Subjects/Areas/Topics:
Applications
;
Artificial Intelligence
;
e-Business
;
Enterprise Information Systems
;
Government
;
Knowledge Management and Information Sharing
;
Knowledge-Based Systems
;
Society, e-Business and e-Government
;
Symbolic Systems
;
Web Information Systems and Technologies
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.
(More)