User Acceptance of eGovernment Services: Analysis of Users’ Satisfaction Level Based on Technology Acceptance Model

Abstract

This chapter identifies user satisfaction levels of eGovernment services. Technology Acceptance Model (TAM) deals with the prediction of the acceptability of an information system. TAM posits that perceived usefulness and perceived ease of use determine an individual’s adoption of a system with intention to use serving as a mediator of actual system usage. In this chapter, a modified version of the TAM is proposed to predict the acceptability of eGovernment services and to identify the modifications, which must be brought to the system in order to make it acceptable to users. In the chapter, one of the most used eGovernment projects, e-school, is investigated according to TAM. An Internet-based survey questionnaire was applied to identify factors that influence users’ satisfaction from one of the eGovernment services in Turkey. The sample was 30 teachers, who are working in public and private schools. A factor analysis was conducted on the questionnaire items, and a regression analysis, dependent on the factor analysis, was performed to determine and evaluate the effects of the factors on user satisfaction. The authors found that five main factors have significant affect on the satisfaction of users related to the e-School system. These factors are utilitarian ease of use, system usefulness, system content, system usability, and ease of use. The authors contributed to existing literature by adding a new construct, which refers to utilitarian ease of use.