Information System Success Factors and Its Influence On The Adoption Of E-Government Services In Sri Lanka

Abstract

In the contemporary landscape, the Sri Lankan government places great emphasis on harnessing digital technology to enhance the efficiency and effectiveness of its services (ICTA, 2020). However, the mere integration of digital technology into government services does not inherently guarantee substantial improvements; rather, its impact largely hinges on citizens' willingness to utilize these e-government services (Dayaratna-Banda & Dissanayake, 2022). Furthermore, the uptake of e-government services remains relatively low in Sri Lanka (Withanage et al., 2022). Hence, it becomes imperative to explore the factors that influence a citizens' intention to adopt e-government services. Drawing on the DeLone and McLean IS success (D&M) model, the study aims to examine the influence of Security, System Quality, Information Quality and Service Quality on the citizens’ intention to use e-government services. The study adopts a deductive approach and follows a quantitative research design. To examine the hypotheses, we distributed 350 questionnaires to Sri Lankan citizens who have internet access and have utilized online passport application, birth/marriage/death certificate, and vehicle revenue license services. The sample size was calculated using Cochran’s Sample Size Formula. The survey was conducted via a Google Form, and we received responses from 250 individuals. Analysis of the data indicated that Security, Service Quality, and Information Quality shows a significant impact on the intention to use e-government services. However, our findings did not show a significant impact of System Quality on the intention to use e-government services. This research fills a theoretical gap by revealing the influence of security and quality- related factors on the intention to use e-government services in Sri Lanka. Understanding these key factors will guide policymakers in formulating strategies to enhance the citizens' intention to use government websites for information and transactions. The study could be further extended to include other e-government services and a larger sample size representing the population.