e-Government Systems Success and User Acceptance in Developing Countries: The Role of Perceived Support Quality

Abstract

The concept of e-Government was first developed and implemented in industrialised countries.Consequently, it should not be assumed that this concept is automatically appropriate for developing countries.This study aims to examine the roles of perceived support quality and support satisfaction in the context of government-to-citizen (G2C) transactions towards beh avioural intention and usage in developing countries.To test the proposed model, the official website of Kuwait Government Online Services (KGOS) was selected.A survey with a total of 628 responses was analysed using Structural Equation Modelling (SEM) t o investigate the goodness of fit of the model and the underlying indicators.The findings confirm the significance of support quality perceived by citizens and provide insights to explain citizens' intention to use e-Government systems.

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