Understanding citizen's continuance intention to use e-government services: the case of the Indian railway e-ticket booking site
by Jose K. Puthur; A.P. George; Lakshman Mahadevan
International Journal of Business Information Systems (IJBIS), Vol. 34, No. 2, 2020

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.

Online publication date: Fri, 10-Jul-2020

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