Predicting Customers Use of Electronic Government Services in Nigeria

Predicting Customers Use of Electronic Government Services in Nigeria

Kemi Ogunsola, Mutawakilu A. Tiamiyu
Copyright: © 2021 |Pages: 21
DOI: 10.4018/IJPADA.20210101.oa4
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Abstract

This study examined how customers’ use of electronic government services in Nigeria were being predicted by supply- and demand-side variables such as; ICT deployment, customer readiness, perceived quality of e-government services, perceived satisfaction with e-government services, web readiness, and web presence quality. The results showed that for business organizations, only web presence quality of government websites, perceived satisfaction with the use of e-government services, and perceived quality of e-government services had predictive relationships with the use of e-government services. For the citizens, all the independent variables significantly predicted the use of e-government services, although ICT deployment predicted negatively citizens’ use of e-government services. The study recommends among others that government agencies should deploy e-government services and channels that will improve the satisfaction to customers rather than providing only sophisticated services.

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