E-social security success: evidence from the Philippines
by Erik Paolo Capistrano
Electronic Government, an International Journal (EG), Vol. 18, No. 2, 2022

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.

Online publication date: Thu, 07-Apr-2022

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