Repeated Use of E-Gov Web Sites: A Satisfaction and Confidentiality Perspective

Sangmi Chai, T. C. Herath, I. Park, H. R. Rao

Research output: Contribution to journalArticlepeer-review

25 Scopus citations


The potential success of e-government depends on its citizens adopting online services and the security of those services. However, despite the development and diffusion of a variety of government services on the Internet, little research has been carried out regarding: (1) the impact of perceived confidentiality of a user’s information on his or her intention to use the service; (2) the relationship between intention towards repeated use and satisfaction derived from service performance of government; and (3) the moderating effect of demographic characteristics (gender and race difference) on the relationship between a user’s satisfaction, confidentiality and repeated use intention. This paper develops an integrated framework of intentions towards repeated use with a level of confidential information shared by a user as one factor and e-government satisfaction derived from service performance as another factor. The results suggest that a user’s intention to continue using government Web sites is related to the user’s satisfaction, perceived performance of the Web site and the requirement for confidential information. This research also confirms that gender difference does moderate the relationship between users’ satisfaction levels and repeated use intention. Race difference has an effect on the strength of the relationship between the user’s perceived confidentiality and repeated use intention.

Original languageEnglish
Pages (from-to)1-22
Number of pages22
JournalInternational Journal of Electronic Government Research (IJEGR)
Issue number3
StatePublished - Jul 2006


  • e-government
  • perceived confidentiality
  • performance
  • repeated use
  • satisfaction


Dive into the research topics of 'Repeated Use of E-Gov Web Sites: A Satisfaction and Confidentiality Perspective'. Together they form a unique fingerprint.

Cite this