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.