Title: Citizens' intention to use e-government services: the case of e-complaint service in Indonesia

Authors: Ulung Pribadi

Addresses: Post-Graduate Program, Universitas Muhammadiyah Yogyakarta, Yogyakarta, 55183, Indonesia

Abstract: In developing countries, the e-government initiative frequently faces a lack of positive attitude and facilities. This study presents the results of an empirical survey of the citizens' intention to use e-complaint service provided by regencies and cities in Indonesia. E-complaint service is used to gather information from the citizens regarding complaints and suggestions, aiming to increase the transparency and accountability of local governments. This study has examined the strong influence of attitude and facilitating conditions on the citizens' intention to use e-complaint service. On the other hand, social influence has no significant influence on attitude and habit has also not significant influence on behaviour intention. In conclusion, government officials have to improve training for users and strengthen infrastructural and technological facilities, so that citizens can easily use e-complaints.

Keywords: e-government services; e-complaint service; technology acceptance.

DOI: 10.1504/IJEG.2021.116884

International Journal of Electronic Governance, 2021 Vol.13 No.2, pp.114 - 131

Received: 12 Dec 2019
Accepted: 29 Jun 2020

Published online: 29 Jul 2021 *

Full-text access for editors Access for subscribers Purchase this article Comment on this article