Perceived Usefulness and Ease of Use of E-Government to Generate Trust and Intention to Use by Citizens

Marcela Diaz-Guzmán Verástegui; Jose Melchor Medina-Quintero; Fernando Ortiz-Rodriguez

doi:10.4067/S0718-27242025000100049

Authors

Marcela Diaz-Guzmán Verástegui Universidad Autónoma de Tamaulipas
Jose Melchor Medina-Quintero Universidad Autónoma de Tamaulipas
Fernando Ortiz-Rodriguez Universidad Autónoma de Tamaulipas

DOI:

https://doi.org/10.4067/S0718-27242025000100049

Keywords:

Perceived usefulness, ease of use, trust, intention to use, e-Government

Abstract

Public institutions across the world use technology to meet new society’s needs. Citizens are connected now, they have access to information in real time, they demand new types of services. Governments need digital tools to meet these new challenges and to contribute to their nation’s development, enabling the delivery of technological services and solutions that lead to a digital transformation. This research aims to determine the impact of perceived usefulness and the usability of e-government concerning citizen’s trust when using public online services. We applied a questionnaire to 361 citizens users of public online services in Tamaulipas, Mexico, using SmartPLS statistical software. The main results indicate that perceived usefulness, ease of use as well as trust have a strong influence in the citizens’ intention to use public online services, which could be considered by the administrations in the design of e-government online services projects or initiatives. We consider the present study findings may help the public and academic sector in the study and design of strategies that help them in the development of e-government public policies focused on building effective e-government solutions allowing for the future development of nations.

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References

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