Conference Paper

The value of extended framework of TAM in the electronic government services

Conference Proceeding cp
Proceedings of the European Conference on Knowledge Management, ECKM
  • Volumen: 1
  • Fecha: 01 December 2013
  • Páginas: 148-158
  • ISSN: 20488963 20488971
  • ISBN: 9781629931401
  • Source Type: Conference Proceeding
  • Document Type: Conference Paper
Spanish City Halls are making a great effort to develop citizen-targeted online services in an attempt to enhance their effectiveness and reduce expenses. Hence, citizens' engagement is essential for the adoption of e-Government services. In this research, an extended Technology Acceptance Model (TAM) is developed to test citizen engagement towards online e-Government services from a sample of 307 citizens who used the benefits adviser tool within a Spanish City Hall. To achieve this goal, a structuring equation model is developed and tested to confirm the explanatory power of citizen satisfaction on citizen engagement. The results obtained suggest that the core constructs of TAM (perceived usefulness, ease of use and attitude) significantly affect users' citizen engagement. This study also reveals a general support for citizen satisfaction as a determinant of citizen engagement in e-Government services. The implications of the findings are discussed and useful insights are provided on what policy to follow to establish the appropriate conditions to build citizens' engagement intent.

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