E-Government Web Portal Adoption: The Effects of Service Quality

Abstract

E-government Web portal service quality is a critical factor that determines user’s adoption and continuance use. The article examines Chinese citizens’ adoption and continuance intention (CI) of e-government Web portal from the perspective of service level and service quality. Three types of user groups are identified based on the purposes of use and the primary activities: information acquisition, information exchange, and transaction processing. Service quality is measured by Web portal’s information quality, design/function, reliability, security and privacy, and system responsiveness. A research model is proposed and tested using data based on a sample of 630 individual e-government Web portal users in China. Our findings revealed that Web portal’s service quality affects user’s adoption and continuance intention and the effect differs among different types of user groups. Finally, Implications of these findings are discussed.