The Factors Influencing the Intention to Use E-government

This article aims to explore the factors that impact the willingness to use E-government services in Palestine. The state of e-government services in Palestine faced several challenges. The Palestinian government had made efforts to digitize services to enhance efficiency and accessibility for citizens. However, challenges include limited service quality, information quality, system quality, and user satisfaction. Thus, this study focuses on service quality, information quality, system quality, and user satisfaction as the key factors under consideration. A quantitative approach was employed to address this research query, involving the distribution of 340 survey questionnaires. Of these, 153 were returned, resulting in a response rate of 45.1%. After eliminating 187 unusable questionnaires, the final response rate was 54.9%. The data was analyzed using the Smart-PLS structural equation model. The study revealed that service quality, system quality, and citizen satisfaction significantly influence the intention to use E-government services. These findings hold valuable insights for policymakers, aiding them in formulating policies that align with user expectations and implementation requirements.