This paper investigates the importance of personal factors and community factors in e-government based on the e-consultation aspect of government-to-citizen (G2C) interaction. The personal factors studied were ease of use, usefulness, reliability and security, and the community factors studied were privacy, transparency, participation and accountability. While previous empirical studies have focused mainly on personal factors of e-government web sites, this study also investigates community factors. The data analysis suggested that both personal and community factors are important factors in e-government web sites usage. Working from a socio-technical system design perspective, this paper proposes an e-government framework that reflects a G2C interaction by introducing community factors as a new e-government web site dimension, in addition to the well known personal factors that influence web site usage in general.
Enggong, Lornie and Whitworth, Brian, "Investigating Personal And Community Factors In E-Government: A Citizen’s Perspective" (2012). PACIS 2012 Proceedings. 110.