A framework for evaluating citizens’ outcome expectations and satisfactions toward continued intention to use e-Government services

This study examines the role of outcome expectations and satisfaction in influencing citizens’ intention to continue using electronic government services. In order to investigate the key factors that affect an individual’s use of Information and Communication Technology within the context of electronic government, a framework combining Social Cognitive Theory and Expectation-Confirmation Theory is used to investigate satisfaction and continuity of use of e-Government services. Further, the study incorporates DeLone and McLean’s IS success model along with E-S-QUAL model to incorporate technical, organizational and Information Systems quality into this framework. The proposed framework will help in shaping further studies in cognitive, managerial and technical factors related to e-Government adoption and use. The study argues that quality and inconsistency in e-Government services affect outcome expectations and satisfaction of citizens therefore impacting its continuity of use.