Olaseni Muritala Okunola and Jennifer Rowley
Government services, to identify areas of weakness, and to explore the relationship between user experience and user satisfaction. In addition, they should note the importance of the dimensions of security and support, convenience and content and information and take this into account when designing their systems.
However, this research has a number of limitations and there is scope for further research to address these limitations. The researchers are currently undertaking further analysis of the data, including confirmatory factor analysis and structured equation modeling. This will further validate the scale and provide a basis for testing the relationship between the user experience and user satisfaction, and a range of demographic variables. In particular, both in the context studied in this research and in any replication studies in other contexts it will be useful to understand the effect of variables such as age, gender, level of education, job role, prior experience e‐Government specifically and of the Internet more generally. Also, of specific interest in developing countries is the impact of level of access to technology on user experience of and satisfaction with e‐Government services, which in turn can be affected by the place of domicile of e‐Government users. Finally, this research focuses on an application that can be used both inside Nigeria and outside; this offers opportunities for exploring the difference between the perceptions of residents and non‐residents of Nigeria.
References
Aladwania, A. M., and Palvia, P. C.( 2002) Developing and validating an instrument for measuring user‐perceived web quality. Information & Management Vol. 39, pp 467 – 476
Al Ajeeli, A. T., & Al‐Bastaki, Y. A.,( 2010) Handbook of Research on E‐Services in the Public Sector: E‐Government Strategies and Advancements. IGI Global.
Barnes, S. J., and Vidgen, R.( 2007) Interactive E‐Government: Evaluating the web site of the UK inland revenue. International Journal of Electronic Government Research, Vol. 3 No. 1.
Bertot, J. C., Jaeger, P. T. and McClure, C. R.,( 2008) Citizen‐centered E‐Government Services: Benefits, Costs, and Research Needs. In The Proceedings of the 9th Annual International Digital Government Research Conference. Montreal, Canada, 2008. Cabinet Office( 1998), Electronic Government: The View from the Queue, HMSO, London. Carter, L. and Belanger, F.( 2005) The utilization of e‐Government services: citizen trust, innovation and acceptance factors,
Information Systems Journal Vol. 15, pp 5 – 25 Colesca, S. E. and Dobrica, L.( 2008) Adoption and Use of E‐Government Services: The Case of Romania. Journal of Applied
Research and Technology, Vol. 6 No. 3, pp 204‐217. Colesca, S. E.( 2009) Increasing E‐Trust: A Solution To Minimize Risk In E‐Government Adoption. Journal of Applied
Quantitative Methods, Vol. 4 No. 1, pp 31‐44. Creswell, J. W.( 2009) Research design: Qualitative, quantitative, and mixed methods approaches. 3rd ed. Sage,. Thousand
Oaks. Davis, F. D.( 1993) User acceptance of information technology: System characteristics, user perceptions and behavioural impacts. International Journal of Man‐Machine Studies, Vol. 38, pp 475‐87. Davis, F. D., Bagozzi, R. P., and Warshaw, P. R.,( 1989) User acceptance of computer technology: A comparison of two theoretical models. Management Science, Vol. 35, pp 982‐1003 DeLone, W. H., and McLean, E. R.( 1992) Information system Success: The Quest for Dependent Variable. Information
System ResearchVol. 3 No. 1, Dibbell, J.( 2012) The Shadow Web. Scientific American, Vol. 306 No. 3, pp 60‐65. Dwivedi, Y. K.( 2009) E‐Government Development and Diffusion: Inhibitors and Facilitators of Digital Democracy. IGI. Eldon Y. Li( 1997) Perceived Importance of Information System Success Factors: A Meta Analysis of Group Differences Information & Management, Vol. 32 No. 1, pp. 15‐28 Gilbert, D., Balestrini, P. and Littleboy, D.( 2004) Barriers and benefits in the adoption of e‐Government. International
Journal of Public Scetor Management Vol. 17 No. 4, pp. 286‐301. Grigoroudis, E. & Siskos, Y.( 2009) Customer Satisfaction Evaluation: Methods for Measuring & Implementing Service
Quality. Springer. Hair, J. F., Babin, B., Money, A. H., Samouel, P.,( 2007), Essentials of Business Research Methods, John Wiley & Sons, Inc. Halaris, C, Magoutas, B, Papadomichelaki, X and Mentzas, G( 2007) Classification and synthesis of quality approaches in e‐
Government services. Internet Research, Vol. 17 No. 4, pp 378‐401. Hair, J. F., Babin, B., Money, A. H., Samouel, P.,( 2003), Essentials of Business Research Methods, Wiley. Hassan, H. S., Shehab, E., Peppard, J.( 2011) " Recent advances in e‐service in the public sector: state‐of‐the‐art and future trends ", Business Process Management Journal, Vol. 17 No. 3, pp 526 – 545
Hu, P., Brown, S. A., Thong, J., Chan, F. and Tam, K. Y.( 2009) Determinants of Service Quality and Continuance Intention of Online services: The case of eTax. Journal of the American Society of Information Science and Technology, Vol. 60 No. 2, pp 292‐306.
Hung, S., Chang, C., and Yu( 2006) Determinants of user acceptance of the e‐Government services: The case of online tax filing and payment system. Government Information Quarterly, Vol. 23, pp97 ‐122.
386