• Journal of Internet Computing and Services
    ISSN 2287 - 1136(Online) / ISSN 1598 - 0170 (Print)
    http://jics.or.kr/

A Study on the Factors Affecting e-Government Users' Satisfaction - The Case of Online Tax Filing and Payment Services


Jae-Hyoun Kim, Heung-Gyo Cheong, Tae-Ung Kim, Journal of Internet Computing and Services, Vol. 12, No. 6, pp. 105-116, Dec. 2011
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Keywords: e-Government Service, Technology Acceptance Model, Usefulness, Words of Mouth, Subjective Norms, trust, Interaction

Abstract

This paper identifies the determinants of adoption of e-government services. The on-line tax filing and payment system, called Hometax, is a well-known e-government service for taxpayers. Using a theoretical model based on Technology acceptance model, this case study examines the causal relationships among the variables of the adoption behavior for on-line tax filing and payment system. Major research variables include satisfaction, perceived usefulness, perceived ease of use, words of mouth, subjective norms, trust, interaction and facilitating conditions. Results from 279 survey responses indicate that the usefulness and ease of use affect the user satisfaction, which, in turn, with the word of mouth influences intentions to use an e-government service. Subjective norms and trust has been found to affect the usefulness, and interaction as well as facilitating conditions have also some impact on the ease of use. As a conclusion, the academic and practical implications of these findings are discussed.


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Cite this article
[APA Style]
Jae-Hyoun Kim, Heung-Gyo Cheong, & Tae-Ung Kim (2011). A Study on the Factors Affecting e-Government Users' Satisfaction - The Case of Online Tax Filing and Payment Services. Journal of Internet Computing and Services, 12(6), 105-116.

[IEEE Style]
J. Kim, H. Cheong and T. Kim, "A Study on the Factors Affecting e-Government Users' Satisfaction - The Case of Online Tax Filing and Payment Services," Journal of Internet Computing and Services, vol. 12, no. 6, pp. 105-116, 2011.

[ACM Style]
Jae-Hyoun Kim, Heung-Gyo Cheong, and Tae-Ung Kim. 2011. A Study on the Factors Affecting e-Government Users' Satisfaction - The Case of Online Tax Filing and Payment Services. Journal of Internet Computing and Services, 12, 6, (2011), 105-116.