Enabling Digital Transformation: Factors Influencing Continuance Intention and Use of Digital Government Services in Saudi Arabia

Abstract

The rapid advancement of technology has transformed public sector operations worldwide; however, detailed knowledge regarding technology integration in the Saudi Arabian public sector remains limited. This study aims to address this gap by examining the factors that influence public sector employees’ continued intention to use digital technologies in Saudi Arabia. Drawing on the unified theory of acceptance and use of technology (UTAUT) and the government adoption model (GAM), the study investigates the roles of performance expectancy, effort expectancy, social influence, facilitating conditions, trust, system quality, and satisfaction in shaping employees’ continuance intention, as well as the effect of continuance intention on actual usage behavior. A quantitative approach was employed, and data were collected from 268 government employees using a structured online questionnaire. The data collection process emphasized clarity and consistency to ensure the reliability and validity of the findings. The results reveal that social influence, system quality, and satisfaction have significant positive effects on employees’ continuance intention, which in turn significantly influences usage behavior. These findings indicate that sustained use of digital technologies in the Saudi public sector is driven more by social and system-related factors than by individual performance or effort considerations. This study contributes empirical evidence to the existing literature on e-government adoption and offers practical insights for policymakers seeking to enhance digital service delivery in the public sector. It underscores the importance of strengthening system quality, fostering positive social norms, and enhancing user satisfaction to support the continuous use of digital technologies in Saudi Arabia. The findings also provide a foundation for future research to further explore sustained technology adoption and its impact on public service delivery.