E-Government Web Portal Adoption: A Service Level and Service Quality Perspective

E-government web portal service level and service quality are critical factors that determine user´s adoption and continuance use. The paper reports results of a study that examines user´s adoption and continuance intention (CI) of e-government web portal from the perspective of service level and service quality. Three types of user groups are identified based on the purposes of use and the primary activities: information acquisition, information exchange, and transaction processing. Service quality is measured by web portal´s information quality, design/function, reliability, security and privacy, and system responsiveness. A research model is proposed and tested using data based on a sample of 630 individual e-government web portal users in China. Results show that web portal´s service quality affects user´s adoption and continuance intention and the effect differs among different types of user groups. Implications based on the findings of the study are discussed in term of e-government web portal implementation.