Abstract

CARRERA-MORA, Óscar; OVANDO, Catalina; VILLAFUERTE, Luis  and  PARADA, Adolfo. CITIZENS' PERCEIVED EFFICIENCY AND ITS RELATIONSHIP WITH THE USE OF E-GOVERNMENT MUNICIPAL SERVICES. Innovar [online]. 2019, vol.29, n.74, pp.133-146. ISSN 0121-5051.  https://doi.org/10.15446/innovar.v29n74.82096.

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 (ΤΑΜ) and the unified theory of acceptance and use of technology (ΙΙΤΑΙΙΤ). 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.

Keywords : Usage behavior; local e-government; technology acceptance model; efficiency perspective.

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