E-government quality from the citizen's perspective: the role of perceived factors, demographic variables and the digital divide

What is it about?

This study explores how people feel about and use online government services. We looked at what factors influence their satisfaction and intention to use these services. By surveying 707 people in 50 Greek municipalities, we found that awareness and usefulness positively affect satisfaction. However, the perception of ease of use negatively impacts usage intention. Demographic factors also play a role in how people view the usefulness of these services. Additionally, access to technology affects people's perceptions of service quality. This research highlights the importance of considering factors beyond ease of use to encourage the adoption of online government services.

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