Understanding E-Government Services Usage Continuance: The Role of Service Quality and Habit

What is it about?

In this study, we examine the citizens’ continuance intention to use e-government services after adoption. We develop a post-acceptance Information Systems continuance extended model by integrating service quality through the e-GovQual model, and habit. Our results provide corroborative evidence that the inclusion of service quality gives better results than the original model and habit has a strong influence on citizens’ continuance intention regarding e-government services usage both directly and indirectly through moderating and mediating effects.

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Photo by Christin Hume on Unsplash

Photo by Christin Hume on Unsplash

Why is it important?

Our study reveals that habit plays a significant role as a partial mediator in the relationship between citizens’ satisfaction and their intentions to continue using e-government services. This finding suggests that while satisfaction directly influences continuance intentions, habit acts as an intermediary factor that contributes to the persistence of e-government usage over time. When citizens receive satisfaction from their interaction with e-government services, this can lead to the formation of habitual behaviors. These habitual patterns, in turn, reinforce the intention to continue using these digital services. The presence of habit as a mediator highlights the importance of citizens cultivating positive experiences and satisfaction with e-government services to foster long-term engagement and ensure sustained usage by them. Policymakers and service providers should strive to enhance user satisfaction and facilitate the development of habits that support the continued utilization of e-government services.