Systematic Literature Review of Satisfaction Model And Interest In Adoption of E-Government Services
Erick Sorongan (1*), Danar Retno Sari (2), Hendra Sanjaya Kusno (3)

1,2) Electronics Department, Balikpapan State Polytechnic, Indonesia
*erick.sorongan[at]poltekba.ac.id
3) Tax Accounting Department, Balikpapan State Polytechnic, Indonesia

Abstract

The purpose of the research is to investigate two critical questions based on existing research, which are related to what factors affect peoples satisfaction with e-government services and what things can affect the interest that people want to use electronic services provided by the government. This is undoubtedly an essential concern for the government, which has invested many resources to improve the effectiveness and efficiency of public services. Although many studies have proven that satisfaction affects an interest in using e-government services, few still discuss these two relationships into a single model that can be used to face the challenges of accepting e-government services. This study conducts a systematic literature review using the method proposed by Kitchenham with a combination of Webster and Watson in summarizing previous research in e-government and Information System design science. From formulating research questions, searching and collecting data, determining the criteria and quality of the study to extracting and analyzing data. Interest in the use of e-government has not been widely studied and is the focus of future studies. The research findings show that performance expectancy is the dominant factor influencing user satisfaction and adoption of e-government services directly and indirectly. Meanwhile, citizen satisfaction has a direct influence on the adoption of e-government. It is hoped that public service leaders and researchers who develop the scientific field of government information systems can learn and take advantage of the systems advantages to increase peoples satisfaction and interest in using e-government services.

Keywords: Design Science, Literature Studies, EUCS, TAM, e-government, e-government readiness

Topic: Other Social Sciences and Humanities