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Determinants of continuous intention to use e-government services: an extension of technology continuance theory

Noor Fareen Abdul Rahim (Graduate School of Business, Universiti Sains Malaysia, Pulau Pinang, Malaysia)
Ghazanfar Ali Abbasi (Department of Management and Marketing, King Fahd University of Petroleum and Minerals, Dhahran, Saudi Arabia)
Mohammad Iranmanesh (School of Business and Law, Edith Cowan University, Joondalup, Australia)
Nwakaji Christopher (Graduate School of Business, Universiti Sains Malaysia, Pulau Pinang, Malaysia)
Azlan Amran (Graduate School of Business, Universiti Sains Malaysia, Pulau Pinang, Malaysia)

Journal of Systems and Information Technology

ISSN: 1328-7265

Article publication date: 4 July 2023

Issue publication date: 17 July 2023

476

Abstract

Purpose

Despite the fact that the success of e-government services is contingent on their continuous usage, the continuance intention to use e-government services has received extremely little scholarly attention. This study aims to investigate the determinants of the residents’ continuous intention to use e-government services.

Design/methodology/approach

The research model was developed based on the integration of technology continuance theory along with trust, transparency and habit constructs. The authors adopted a survey approach to collect the data. The data were collected using an online questionnaire from 260 residents of Penang in Malaysia.

Findings

Results revealed that transparency has a positive effect on both perceived usefulness and trust. Contrary to earlier studies on e-government, perceived ease of use was found to have no significant relationship with residents' perceived usefulness. Similarly, the results also demonstrated that habit was not significantly related to users’ continuous intention to use e-government services. This study also applied importance-performance analysis map analysis and discovered that perceived usefulness has the highest impact on continuous intention to use e-government services, whereas satisfaction was found to have the least effect.

Originality/value

This study used an integrative framework and presented an in-depth knowledge of the basic aspects that contribute to the post-adoption usage process and resident satisfaction, trust and attitude towards e-government services.

Keywords

Acknowledgements

Declaration of interests:

☐ The authors declare that they have no known competing financial interests or personal relationships that could have appeared to influence the work reported in this paper.

☐× The authors declare the following financial interests/personal relationships which may be considered as potential competing interests.

Funding details: This work was supported by USM's Research Creativity and Management Office (RCMO) under Grant [number 6316429]. The authors have disclosed those interests fully to Taylor & Francis, and they have in place an approved plan for managing any potential conflicts arising from this project.

Citation

Abdul Rahim, N.F., Abbasi, G.A., Iranmanesh, M., Christopher, N. and Amran, A. (2023), "Determinants of continuous intention to use e-government services: an extension of technology continuance theory", Journal of Systems and Information Technology, Vol. 25 No. 3, pp. 245-267. https://doi.org/10.1108/JSIT-09-2020-0166

Publisher

:

Emerald Publishing Limited

Copyright © 2023, Emerald Publishing Limited

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