Citizens' intention to use e-government services: the case of e-complaint service in Indonesia
by Ulung Pribadi
International Journal of Electronic Governance (IJEG), Vol. 13, No. 2, 2021

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.

Online publication date: Thu, 05-Aug-2021

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