Title: Assessing the impact of e-government systems from citizens' perspective: evidence from Ghana

Authors: Acheampong Owusu

Addresses: Operations and Management Information Systems Department, University of Ghana Business School, Legon, Accra, Ghana

Abstract: This study developed a research model using the updated Delone and Mclean IS success model to examine the impact of e-government systems on the service delivery of government services to the citizenry. The study used a quantitative technique with a survey method and collected primary data of 421 respondents which were examined empirically using the partial least squares structural equation modelling (PLS-SEM). The findings indicate that except for e-government information quality and e-government service quality which did not have a significant influence on system use, all the other hypothesised relationships were supported. This study has therefore provided us with empirical evidence which confirms that implementing e-government systems in a developing country can also bring the required benefits. Regarding policy and practice, government agencies implementing the e-government initiatives must address the issues of the information quality and service quality that were not found to be supported.

Keywords: e-government; e-government systems; citizens; Delone and Mclean IS success model; Ghana.

DOI: 10.1504/EG.2023.130583

Electronic Government, an International Journal, 2023 Vol.19 No.3, pp.376 - 400

Received: 26 Feb 2021
Accepted: 15 Jun 2021

Published online: 01 May 2023 *

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