Paper Info
Title
The Effect Of Communication And Social Motives On E-Government Services Through Social Media Groups
Abstract
E-government on social media has received much attention lately. Despite a recent call for further research into social interaction and communication aspects of e-government on social media, there is still limited empirical evidence regarding why individuals participate in the social aspect of e-government services and how that relates to their expectations and satisfactions. The present work addresses this gap by extending the Expectation-Confirmation Theory (ECT) to study communication and social interactions in government Facebook groups. The results show that communication quality and responsiveness are two key elements that contribute to the perceived level of usefulness. These two variables together with social interaction had a statistically significant effect on the overall confirmation of expectations. Perceived usefulness and satisfaction predict continuance use intention of e-government social networking services with satisfaction influencing such intention more than perceived usefulness. Further multi-group analyses show that generational difference and usage frequency moderates the relationships of the extended model. Managerial implications are provided.
Year
DOI
Venue
2020
10.1080/0144929X.2019.1610907
BEHAVIOUR & INFORMATION TECHNOLOGY
Keywords
DocType
Volume
E-government, expectation confirmation theory, communication quality, social networking, social interaction, news sharing
Journal
39
Issue
ISSN
Citations 
7
0144-929X
0
PageRank 
References 
Authors
0.34
0
3
Name
Order
Citations
PageRank
Shin-Yuan Hung191249.10
Kuanchin Chen226517.22
Yi-Kuan Su300.34