User satisfaction with e-government websites: An Australian experience

Many nations worldwide are continuing to invest in electronic government (e-government) initiatives that now demand an investigation into how well users perceive the success of these initiatives. Currently, there exists a dearth of empirical evaluation of e-government success in particular for the Australian context. Our research project, reported in this paper, is concerned with developing a conceptual model on user satisfaction with e-government websites and reports and initial empirical evaluation of the model with regard to the e-government website developed by the Australian Department of Immigration and Citizenship. The findings suggest that user satisfaction incorporates four factors and is positively related to users' overall trust in e-government and negatively related to their anxiety towards using e-government website. These findings have implications for theory and practice alike.