This study aims to investigate the level of user satisfaction with the services provided by e-government portals and to examine the influence of perceived value and virtual community engagement on citizens’ satisfaction and their continuous and extended use intentions. Primary data were collected from 409 users of e-government portals via a questionnaire survey. The findings show that citizens are generally satisfied with the services provided by e-government portals and have positive continuous use and extended use intentions. The actual usage is more prevalent among educational, banking and finance, and taxation related portals. Both perceived value and virtual community engagement relate positively with citizen satisfaction, with the former has a relatively stronger influence. Citizen satisfaction also leads to continuous and extended use intentions. The findings shed lights on dimensions of e-government portals that citizens considered valuable and the importance of the formation of virtual communities in influencing their satisfaction and subsequent use intentions.
Yap, Ching Seng; Ahmad, Rizal; Newaz, Farhana Tahmida; and Mason, Cordelia, "Continuous Use and Extended Use of E-Government Portals" (2017). PACIS 2017 Proceedings. 107.