Citizens’ perceived efficiency and its relationship with the use of e-government municipal services

Abstract

This research sought to determine the relationship between citizens’ perceived efficiency and their behavior toward the use of local e-government through an empirical study on the property tax online payment service in the town of Orizaba, Veracruz, Mexico. Our study proposes a hypothetical model based on the technology acceptance model (tam) and the unified theory of acceptance and use of technology (utaut). Data was collected using a survey applied to a sample of 383 citizens and data analysis involved linear regression statistical technique. Our findings suggest that citizens’ perceived efficiency is a factor that influences their behavior toward the use of e-government tools. Therefore, their perspective about online public services determines their inclusion in digital media, which is formed by six factors: online trust, usability, perceived utility, functionality of the portal, familiarity with the technology, and dissemination of the portal.