Behavioural Intention and User Satisfaction Successful Factors Determining to Achieve Government Operation Excellence

Abstract

The main purpose of the research is to verify the successful factors to reach excellence in the daily operations to provide better services to citizens. In this respect it is important to embrace the e-governance system to decide how effective it can be. There is also query if the previously established IS recognition frameworks can be used to determine the acceptance by citizens of the e-governance system. The survey issued a total of 600 questionnaires to the citizens of Syria. The research obtained approximately 385 responses, indicating a return rate of 62.83%. In the analysis of the results, Structural equation model (SEM) was used with AMOS version 21.0 to analyse the data. The findings indicate that five core determinants, namely, performance expectancy, effort expectancy, system flexibility, Citizens-Centricity, and facilitating conditions significantly influenced user intention to use E-governance system.