Title: Evaluating usability, user satisfaction and intention to revisit for successful e-government websites

Authors: Dae-Ho Byun, Gavin Finnie

Addresses: School of Economics and Logistics, College of Economics and Commerce, Kyungsung University, Busan 608-736, Republic of Korea. ' School of Information Technology, Bond University, QLD 4229, Australia

Abstract: This paper determines a set of usability factors for evaluating e-government websites and describes causal effects, which determine the extent to which e-government website usability affects user satisfaction and their intention to revisit sites for continued usage. Measurement data was gathered from user testing on the websites of representative administration departments in South Korea. This data was analysed using factor analysis and a structural equation model was developed. Navigation, utilisation of image and graphics, effective readability, utilisation of multimedia technology, site structure and information search capability were shown to be major factors affecting usability of e-government websites. Findings suggest that the usability strongly affected both user satisfaction and intention to revisit.

Keywords: e-government websites; usability; user testing; usability factors; user satisfaction; revisiting intention; website evaluation; factor analysis; structural equation modelling; South Korea; electronic government.

DOI: 10.1504/EG.2011.037694

Electronic Government, an International Journal, 2011 Vol.8 No.1, pp.1 - 19

Published online: 25 Dec 2010 *

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