Are U.K. Citizens Satisfied With E-Government Services? Identifying and Testing Antecedents of Satisfaction

Abstract

Citizens’ satisfaction is acknowledged as one of the most significant influences for e-government adoption and diffusion. This study examines the impact of information quality, system quality, trust, and cost on user satisfaction of e-government services. Using a survey, this study collected 1518 valid responses from e-government service adopters across the United Kingdom. Our empirical outcomes show the five factors identified in this study have a significant impact on U.K. citizens’ satisfaction with e-government services. © 2016 Vishanth Weerakkody, Zahir Irani, Habin Lee, Nitham Hindi, and Ibrahim Osman.