The Perceived Key Factors of Public E-Service

This article will assess who are the users of public e-service are and what their traits include, and then will further discuss what the perceived key factors that encourage people to use the public e-service. Lastly, what are the main factors to sustain the user to use the public e-service will be addressed as well. There have been many studies focus on e-commerce; however, very limited discussion tries to explore the e-service provided by the public sectors. Understanding the user traits and perceived key factors of public e-service through academic research plays a crucial role when government agencies confront obstacles of promoting e-government development. The main study area of this article will separate into two parts – “user traits” and “perceived key factors of public e-service.” Although they do not come out frequently in relation to the Technology Acceptance Model, “user traits” is one of the major factors that affect people’s service usage behavior. This article will take comprehensive perspective, from service marketing theory, Technology Acceptance Model, and public administration perspective to collect related user traits. As a result, this article will choose the following five critical user traits for this study: Technology Readiness; Technology Anxiety; Interpersonal Interaction Need; Tendency of Engaging in Public Affairs; and Risk Perception.