Novice user perception of e-services: A study in the Egyptian public sector

Egypt is investing in e-services as a driver for socio-economic development. Designing e-services that are conducive to novice users is central to their proliferation. This paper presents a study of novice user perception of e-services, based on a questionnaire derived from the e-Qual e-service quality dimensions, in an Egyptian government organization. Its main contribution is to show the difference in novice and experienced users' perception of two e-service designs. Novice users perceive both designs more highly in terms of usability and information quality, focusing primarily on attractiveness and ease of use and understanding. They find simpler interactions more appealing and easier to learn, but associate information quality with more complex interactions. Their perception of e-service reputation although affected by presentation and usability factors is dominated by the reputation of the organization. This is the first study to focus on novice user perceptions and its results have important implications for the design of e-services.