E-GOVERNMENT SYSTEMS SUCCESS AND USER ACCEPTANCE IN DEVELOPING COUNTRIES: THE ROLE OF PERCIEVED SUPPORT QUALITY

Authors : Hala ALKHATİB, Habin LEE

Pages : 69-78

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Publication Date : 2011-12-01

Article Type : Research Paper

Abstract :This paper proposes a conceptual model to explain user acceptance of eGovernment systems considering the diverse layers of user groups. Due to digital division developing countries are providing e-Government services to heterogeneous user groups including non-educated and less skilful citizens for using computer based systems. Therefore this paper considers support quality of eGovernment systems is one of critical success factors and integrates the factor in a widely adopted user acceptance and success model of information systems. The unified theory of acceptance and use of technology is integrated with information systems success model to explain how the quality of e-Government systems is linked to the acceptance of the systems by citizens. Support quality is added as additional dimension of information systems success and relevant hypotheses are developed under e-Government contexts. Finally a description about data collection and future works are provided
Keywords : e Government Services, UTAUT, IS Success Model, Developing Countries, Support Quality