An Empirical Examination of E-Government Virtual Services: Mediating Role of Users’ Perceived Usefulness

Abstract

Government websites are the repository of information where citizens can timely access substantial and reliable information. It is normal to find antagonism between formulators and users of e-government virtual services (EGS). This study is designed to assess the quality of virtual services provided by Pakistani government websites. Data is collected from 278 university graduates using simple random sampling technique. Results of Smart PLS show that the survey respondents exhibit positive attitude towards perceived system quality (PSQ) and perceived information quality (PIQ) of the websites. They also perceive e-government websites useful and display their satisfaction to e-government virtual services. Finally, findings provide support to mediating role of users’ perceived usefulness (UPU). Policymakers and practitioners can take advantage of the findings to design more citizen centered government websites to optimize their satisfaction with mandatory services.

Keywords

• e-government
• quality
• users’ level of satisfaction (ULS)
• users’ perceived usefulness (UPU)
• virtual services