Title: Understanding citizen's continuance intention to use e-government services: the case of the Indian railway e-ticket booking site

Authors: Jose K. Puthur; A.P. George; Lakshman Mahadevan

Addresses: Faculty Rajagiri Business School, Rajagiri Valley Kakkanad Kochi 39, Kochi-682039, Kerala, India ' Institute of Management Studies, Kodakara, Thrissur – 680684, Kerala, India ' Indian Institute of Management, Kozhikode, India

Abstract: The emergence and expansion of e-government initiatives has brought interesting facets of e-services on the internet. To sustain such initiatives, it is important to understand the factors that improve the users' intention to reuse such e-services. This research tries to identify the factors that influence the citizens to avail the e-service provided by the Ministry of Railways, Government of India. The result of this study shows that the two major determinants of technology acceptance model (TAM) namely perceived usefulness and perceived ease of use along with trust and computer self-efficacy explain over 70% of the variance in the user's intention to reuse the e-ticket booking site of the Indian railways. The findings show that the e-ticketing website should contain user-friendly, high-quality information content and excellent website quality in order to enhance citizen's intent to reuse their services.

Keywords: government; Indian railways; e-booking; intention to reuse; technology acceptance model; TAM; self-efficacy; perceived ease of use; perceived usefulness; trust; information quality; website quality.

DOI: 10.1504/IJBIS.2020.108343

International Journal of Business Information Systems, 2020 Vol.34 No.2, pp.183 - 203

Received: 18 Oct 2017
Accepted: 17 May 2018

Published online: 10 Jul 2020 *

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