Measuring Factors that Influence the Success of E-Government Initiatives

Understanding how citizens value e-government services is critical to the success of these initiatives. This paper describes the development of a model to identify factors that influence value judgments of citizens, utilizing two concepts from the field of decision analysis: means-ends chains and value-focused thinking. Based on the data of 210 responses, two instruments were developed to measure perceived e-government value. They were means objectives and fundamental objectives. What is important to e-government users are the fundamental objectives. Means objectives help to achieve the fundamental objectives. The study results suggested a 4-factor 20-item instrument that measures means objectives in terms of public trust, information access, public accessibility, and quality of services. The results also suggested a 4-factor 18-item instrument that measures fundamental objectives in terms of time savings, efficiency of service, service to citizen, and social awareness. The study also showed evidence of content validity, construct validity, and reliability.