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Factors Influencing User Perception and Adoption of E-Government Services

Author

Listed:
  • Galina Ilieva

    (Department of Management and Quantitative Methods in Economics, University of Plovdiv Paisii Hilendarski, 4000 Plovdiv, Bulgaria)

  • Tania Yankova

    (Department of Management and Quantitative Methods in Economics, University of Plovdiv Paisii Hilendarski, 4000 Plovdiv, Bulgaria)

  • Margarita Ruseva

    (Department of Management and Quantitative Methods in Economics, University of Plovdiv Paisii Hilendarski, 4000 Plovdiv, Bulgaria)

  • Yulia Dzhabarova

    (Department of Marketing and International Economic Relations, University of Plovdiv Paisii Hilendarski, 4000 Plovdiv, Bulgaria)

  • Veselina Zhekova

    (Department of Management and Quantitative Methods in Economics, University of Plovdiv Paisii Hilendarski, 4000 Plovdiv, Bulgaria)

  • Stanislava Klisarova-Belcheva

    (Department of Management and Quantitative Methods in Economics, University of Plovdiv Paisii Hilendarski, 4000 Plovdiv, Bulgaria)

  • Tanya Mollova

    (Department of Management and Quantitative Methods in Economics, University of Plovdiv Paisii Hilendarski, 4000 Plovdiv, Bulgaria)

  • Angel Dimitrov

    (Department of Management and Quantitative Methods in Economics, University of Plovdiv Paisii Hilendarski, 4000 Plovdiv, Bulgaria)

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.

Suggested Citation

  • Galina Ilieva & Tania Yankova & Margarita Ruseva & Yulia Dzhabarova & Veselina Zhekova & Stanislava Klisarova-Belcheva & Tanya Mollova & Angel Dimitrov, 2024. "Factors Influencing User Perception and Adoption of E-Government Services," Administrative Sciences, MDPI, vol. 14(3), pages 1-30, March.
    • Handle: RePEc:gam:jadmsc:v:14:y:2024:i:3:p:54-:d:1355614
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    References listed on IDEAS

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    1. Wenjuan Li, 2021. "The Role of Trust and Risk in Citizens’ E-Government Services Adoption: A Perspective of the Extended UTAUT Model," Sustainability, MDPI, vol. 13(14), pages 1-17, July.
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