Evaluating E-Government Implementation in Public Service Delivery

Abstract

The purpose of this study is to assess e-government implementation in public service delivery and to examine stakeholders/customers trust on e-government service. This study applied the Technology Acceptance Model (TAM: Davis, Bagozzi, & Warshaw 1989) to investigate the factors affecting e-government implementation. The results indicate that factors including ICT infrastructure, human capital, online service, and risks and barriers significantly affect the ease of use and usefulness of e-government services. This study also examined the intention to improve egovernment service by selected organizations and service provider perception of stakeholder/customer trust in the egovernment service provided. This study also finds that the intention to improve e-government service is better in all selected organizations, whereas perceived stakeholders’/customers’ trust level in e-government service is similar across all selected organizations which is insignificant.