Exploring Success Factors for Web-based E-Government Services: Behavioral Perspective from End Users

This study aims to exploring the key success factors affecting the service provided on the web portal of e-government. Based on the Theory of Planned Behavior(TPB) Technology Acceptance Model (TAM) and Selfservice Technology(SST), the study proposes an intergraded model for the empirical examination of the users' intention and behavior for using e-government's services. An electronic questionnaire is used to collect sample data. Respondents are under-graduate students from six universities who have exposed to the e-government. Then this model is tested by means of the statistical analysis method of Structure Equation Model (SEM). The results show that users' overall satisfaction, specifically explained by Perceived Usefulness and Perceived service quality of the web-based service, most significantly affect their intention to use e-government. In addition, increasing the relevant knowledge and skill of the users effectively enhance their intention and the actual usage as well. Discussion and implication are presented in the end.