Factors Influencing User Perception and Adoption of E-Government Services

Abstract

The objective of this study is to investigate and determine factors influencing user perception and acceptance of electronic government services in the context of technological advancements. The research focuses on classifying the main features of e-administrative systems with an emphasis on user satisfaction by integrating both traditional and modern data analysis techniques. Structural Equation Modelling (SEM), machine learning (ML) techniques, and multi-criteria decision-making (MCDM) methods have been applied to survey data to uncover the interdependencies between variables from the perspective of online users. The developed models discover and explain the underlying relationships in user attitudes towards e-government services. As the perception of customer satisfaction is subjective and dynamic, stakeholders should conduct regular measurements and data analysis to ensure continuous improvement of e-public services.

Keywords

• electronic public services
• electronic government services
• technology adoption
• customer satisfaction
• behaviour intention
• structural equation modelling