Exploring the Contributing Factors of the Continuance Intention to Use the Mobile Government-to-Employees Services

Abstract

The purpose of this paper is to evaluate the effects of certain motivational factors on driving the continuance usage intention of mobile government-to-employees services (MG2ES). These services have been frequently overlooked by the extant IT adoption literature in determining the predictors that drive the user's continuance intention to adopt them. To respond to this lack, an integrated model incorporating factors from several IT adoption theories was developed. These factors were divided into two categories, namely, m-service-centric and user-centric ones. Both categories were specified as direct antecedents of the MG2ES continuance intention. A structured questionnaire-based survey was carried out to empirically examine the hypothesised relationships between the model constructs. The target population of this survey was employees of Saudi's public sector. The analysis of the collected data (i.e. 194 valid responses) was conducted using the structural equation modelling (SEM) approach. The results demonstrated that only two m-service-centric factors (i.e. m-service strength and effort expectancy) and one user-centric factor (i.e. attitude towards the MG2ES usage) are having positive impacts on the continuance intention to use MG2ES. These findings provide valuable insights and clarifications to the key MG2ES stakeholders about the aspects that motivate such intention, including augmenting the MG2ES strength, implementing effective design mechanisms to reduce the MG2ES usage efforts, delivering more compatible services, and acquiring effective tools for improving information sharing.