Title: E-social security success: evidence from the Philippines

Authors: Erik Paolo Capistrano

Addresses: Cesar E.A. Virata School of Business, University of the Philippines, Diliman, 1101 Quezon City, Philippines

Abstract: This research undertakes e-government research via two areas: applications on social security, and applications on a developing country. In the Philippines, there are two separate organisations providing social security for private and government employees. This phenomenon provides potential for some significant discussions on e-government, given the importance of social security towards personal financial needs. Applying and extending a theoretical framework built on trust theory, prior experience, and the IS success model, this research documents the perceptions of 541 employees from private and government service on their respective e-social security services afforded to them. Structural equation modelling results reveal that trust in e-government plays a very important role in their quality perceptions of e-social security. Furthermore, problems regarding information and service quality hound usefulness, while issues of system quality beset satisfaction, leading to important implications for the e-social security service providers to continue delivering on the expectations of e-government services.

Keywords: e-government; social security; trust; prior experience; IS success model; ISM; Philippines.

DOI: 10.1504/EG.2022.10037590

Electronic Government, an International Journal, 2022 Vol.18 No.2, pp.198 - 222

Accepted: 15 Jan 2021
Published online: 07 Apr 2022 *

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