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Journal Article

The Value of Extended Framework of TAM in the Electronic Government Services  pp13-23

Juan-Gabriel Cegarra-Navarro et al

© Jan 2014 Volume 12 Issue 1, Special Edition for ECKM 2013, Editor: Monika Petraite, pp1 - 83

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Abstract: Spanish City Halls are making a great effort to develop citizen‑targeted online services in an attempt to enhance their effectiveness and reduce expenses. Hence, citizens engagement is essential for the adoption of e‑Government services. In thi s research, an extended Technology Acceptance Model (TAM) is developed to test citizen engagement towards online e‑Government services from a sample of 307 citizens who used the benefits adviser tool within a Spanish City Hall. To achieve this goal, a s tructuring equation model is developed and tested to confirm the explanatory power of citizen satisfaction on citizen engagement. The results obtained suggest that the core constructs of TAM (perceived usefulness, ease of use and attitude) significantly affect users citizen engagement. This study also reveals a general support for citizen satisfaction as a determinant of citizen engagement in e‑Government services. The implications of the findings are discussed and useful insights are provided on what policy to follow to establish the appropriate conditions to build citizens engagement intent.


Keywords: Keywords: citizen engagement, satisfaction, technology acceptance model, end users


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