Int. J. Innovation and Sustainable Development, Vol. 11, Nos.

2/3, 2017 271

Understanding information system quality on public

e-government service intention: an empirical study

Taqwa Hariguna
Department of Information System,
STMIK AMIKOM Purwokerto,
Jl. Letjen Pol Sumarto, Purwanegara, Purwokerto Utara,
Banyumas, Jawa Tengah 53123, Indonesia
and
Department of Business & Management,
Southern Taiwan University of Science and Technology,
No. 1, Nan-Tai Street, Yungkang Dist.,
Tainan City 71 0, Taiwan
Email: [email protected]

Min-Tsai Lai
Department of Business & Management,
Southern Taiwan University of Science and Technology,
No. 1, Nan-Tai Street, Yungkang Dist.,
Tainan City 71 0, Taiwan
Email: [email protected]

Chung-Wen Hung
Department of Accounting Information,
Southern Taiwan University of Science and Technology,
No. 1, Nan-Tai Street, Yungkang Dist.,
Tainan City 71 0, Taiwan
Email: [email protected]

Shih-Chih Chen*
Department of Accounting Information,
Southern Taiwan University of Science and Technology,
No. 1, Nan-Tai Street, Yungkang Dist.,
Tainan City 71 0, Taiwan
Email: [email protected]
*Corresponding author

Abstract: The aim of this study is the proposition of a model for the
understanding and examination of public satisfaction-and intention towards
e-government service. Based on the online survey of 366 e-government
experienced participants, this study uses the structural equation modelling

Copyright © 2017 Inderscience Enterprises Ltd.

272 T. Hariguna et al.

approach to test the research model. The results of analysis reflect that public
intention use is significantly determined by public satisfaction, and perceived
usefulness toward e-government, and information system quality (ISQ) is
positively influenced by public intention usage directly, while public perceived
usefulness directly is influenced by ISQ, and indirectly influenced through
public confirmation of expectation. Other results indicate that public
satisfaction is directly influenced by ISQ and indirectly influenced through
public perceived usefulness. Finally, the findings of this research offers detailed
theoretical, and managerial implications for scholars, governmental and
software engineering.

Keywords: e-government; ISQ; information system quality; public perceived

usefulness; public confirmation expectation; public intention use.

Reference to this paper should be made as follows: Hariguna, T., Lai, M-T.,
Hung, C-W. and Chen, S-C. (2017) ‘Understanding information system
quality on public e-government service intention: an empirical study’,
Int. J. Innovation and Sustainable Development, Vol. 11, Nos. 2/3, pp.271–290.

Biographical notes: Taqwa Hariguna is currently a PhD student of Business

and Management Program in Southern Taiwan University of Science and
Technology. He is a Lecturer in STMIK AMIKOM Purwokerto, Indonesia, his
research interests include information technology, e-government, management
information system and software engineering. He has published some books
and journal in the area of e-government, cloud computing and software
engineering.

Min-Tsai Lai is currently a Professor of the Department of Business and

Management at Southern Taiwan University of Science and Technology,
Taiwan. He has number of publications in various international journals
including International Journal of Systems Science, European Journal of
Operational Research, Quality & Quantity, Applied Stochastic Models in
Business and Industry, International Journal of Advanced Manufacturing
Technology and Maintenance and Reliability.

Chung-Wen Hung is currently an Associate Professor of the Department of

Accounting Information at the Southern Taiwan University of Science and
Technology, Taiwan. His research interests include supply chain finance,
capital market, corporate finance, enterprise resource planning. He has number
of publications in various international journals including Journal of Financial
Studies, International Business & Economics Research and International
Journal of Productivity and Quality Management.

Shih-Chih Chen is currently an Associate Professor of the Department of

Accounting Information at the Southern Taiwan University of Science
and Technology, Taiwan. His research interests include electronic commerce,
marketing, quantitative analysis and managerial issues of emerging
technologies. He has published several papers in professional journals
such as Cyberpsychology, Behavior and Social Networking, Computers in
Human Behavior, Journal of Medical Systems, International Journal of Mobile
Communications, Industrial Management & Data Systems, Human and
Ecological Risk Assessment and International Journal of Electronic Finance.
 Understanding information system quality 273

1 Introduction

Information and communication technology (ICT) affects many aspects of business,

education, health, equipment and government services the role of ICT as an internet
service in government can be defined as electronic government (e-government). Fang
(2002) described e-government as a method for official governments to utilise the most
innovative ICT services, particularly in the area of web and internet-based applications.
Carter and Belanger (2003) explicated the use of ICT as efficiency to improve public
access to government services across all stakeholders in customers and employees, cross
government and business services. Moreover, governments realise that the internet have
become an importance issue for critical transformations to engender increases in public
services, so that citizens can obtain information directly, and have access regardless of
their location (Abdulkarim, 2003).
Most countries have developed an e-government system. The various results of its
inherent implementation reflect broad influence regarding community interaction.
This interaction is reflected in citizen-to-government, business-to-government
and government-to-government processes. Every sector has scope to implement
e-government applications, such as tax payment, hospital services (which include health
insurance) and education (including scholarship application). Thus, there is a need to
improve the quality and services of e-government systems, and it should be evaluated
periodically.
E-government and information system quality (ISQ) exhibit significant relationships
and these constructs are thus needed to measure public satisfaction, public trust and
public intention use. Two further significant dimensions of ISQ are credibility and
usability. Previous studies confirm ISQ influence on user intention, user satisfaction, user
trust, perceived usefulness and perceived ease of use, as indicated by Delone and McLean
(2003), ISQ can be used to assess the quality of e-government. Wang and Liao (2007)
argued that, to improve public perception of e-government services, the provider needs
to develop e-government systems with high system quality, good information quality
and service quality, which will influence public usage behaviour and ultimate
satisfaction. Meanwhile ISQ can be assessed in e-commerce, to obtain customer
intention use. Satisfaction providers are recommended to develop their e-commerce with
high information system and service quality, thus receiving the ultimate benefit from
their e-commerce systems (DeLone and McLean, 2003), in the areas of e-learning
(or mobile learning), system quality (i.e., availability, usability, flexibility, functionality,
etc.) impacting on stakeholder satisfaction. Complexity of quality in the area of mobile
learning arises from different aspects including education, pedagogy, content, software
technologies (Sarrab et al., 2016; Jafari Navimipour and Zareie, 2015).
However, e-government is still facing challenges with regard to providing the best
quality services between systems and users. Usability and credibility has become specific
issues influencing interaction between e-government service and citizen’s public
opinions. Generally usability refers to ease of use, and usefulness and credibility refers to
believability and safety. E-government service shows that higher usability and credibility
may improve performance, increase public satisfaction and increase public intention use.
Several studies conducted to evaluate usability and credibility in the context of
e-government service (Huang and Brooks, 2011; Huang and Benyoucef, 2014) confirms
this process. However, there is still a lack of empirical evidence to offer ISQ specialists
on e-government service towards public assessment of satisfaction and intention to use.
274 T. Hariguna et al.

In this study, we developed a model to assess public intention use on e-government

service. We modified and extended two theories from the viewpoint including technology
acceptance model (TAM) and expectation confirmation model (ECM). We also added
relevant constructs of ISQ regarding e-government issues. Currently, the ECM and the
TAM are the dominant theoretical frameworks which explain the continuance of IT/IS
usage and user acceptance. These theories have been adopted in our study, because:
IT/IS acceptance is directly influenced by the TAM. Furthermore, IT/IS continuance is
also influenced by the ECM. TAM is created and extended from theory of reasoned
action (TRA), introduced by Fishbein and Ajzen’s (1975), used to explain of the
beliefs–attitudes–behaviour paradigm of human behaviour. ECM is created and extended
from expectation confirmation theory (ECT), and is used to explain of expectation–
confirmation–satisfaction paradigm based on prior work on cognitive dissonance theory.
TAM is a static model that describes user intention, and user behaviour based on
prospective expectations about IT/IS usage, such as perceived ease of use, perceived
usefulness and attitude. ECM, on the other hand, is a process model that describes user
intention and user behaviour based on their post-adoption of user perceptions, grounded
in actual usage experience, such as perceived performance, confirmation and satisfaction,
in addition to initial expectations. TAM is used to explain the technical components of an
IT/IS acceptance model. ECM is designed solely to explain post-adoptive behaviour
experience with IT/IS.
Since each model has different roots, and variables, and different sets of antecedents,
we argue that models independently provide a partial understanding of user cognitive
processes related to IT/IS usage. It is therefore reasonable that, when both models
combined, these theories should collectively provide an increased, comprehensive
understanding of the cognitive processes and behaviours related to IT/IS usage, than each
theory independently (Venkatesh and Davis, 2000).
In this study, we developed information quality and system quality from two
extracted factors, into a single indicator measurement called ISQ. This study also
integrated and modified the ECM, as well as the TAM to achieve a better understanding
of ISQ on e-government service. Therefore, this study establishes a conceptual
model to characterise and predicts public intention to use, including other factors relating
to e-government usage, based on their perceptions of ISQ and different values. It is
also important to understand how the effect of e-government service influences
public satisfaction and public intention use of governmental service through
e-government. Therefore, this research is aimed to find out the sustainability of factors
that affect public intention use of e-government for an integrated model that is based on
ECM and TAM.

2 Literature review

2.1 Information system quality on e-government

According to the World Bank definition, e-government is the use of information
technology by government offices to offer improved services to citizens, business or
cross governments, as well as to facilitate cooperation among government institutions.
The most essential use of e-government is the empowerment of citizens through public
access of available information resources. According to the definition above, there are
 Understanding information system quality 275

three essential components in the application of e-government. Firstly, e-government

provides services and facilitates communication between government and citizens (G2C).
Second, e-government provides services and facilitates communication between
government and business sector (G2B). Third, e-government facilitates communication
not only in citizens and business, but also in intergovernmental and among government
institutions (G2G).
Furthermore, e-government systems can support improvements in government
efficiencies. It can also increase quality services to facilitate public administration
reform (Ayeh, 2015). ICT can also enable more effective outcomes in key policy areas
such as education, health, welfare services and tourism (Taylor et al., 2014). Improved
governance to promote economic policy objectives, such as ICT production and
e-commerce are further illustrations of this. Through citizen engagement, e-government
can enhance relationships between government and public administrations to improve the
overall trust and satisfaction (Youngblood and Mackiewicz, 2012). Thus, ISQ safeguards,
the relationship between e-government and information systems, therefore exhibiting
significant effects on one another. It is imperative that e-government increases
information quality, service quality and system quality to safeguard public satisfaction
and public intention use.
Quality can be defined as an advantage of products or services. From the consumer
viewpoint, quality embodies customer satisfaction and trust. In the area of information
systems Delone and McLean show that approved information quality, service quality and
system quality support user intention use and user satisfaction. Delone and McLean
(2003) further defined ISQ as part of an internet environment. The content of information
quality includes usability, availability, reliability, adaptability, as well as response time.
The content of system quality is personalised, complete, relevant, easy to understand, and
secure, during and after transaction processing.
In e-government, credibility and usability needed to safeguard public trust, are
satisfaction and public continual utilisation. Credibility can be defined as believability.
In information technology, credibility is the perceived quality of computer systems.
Meanwhile internet credibility must be covered in every website, to control and safeguard
personal information from unauthorised users. According to Fogg et al. (2001),
credibility encompasses 10 factors such as professional outlook, verifiability, real website
organisation, content and services provided, site trustworthiness, contactability, ease of
use and usefulness, updatable periodically, advertisement avoidance and error radiation.
Huang and Brooks (2011) contributes three indicators of credibility, including
transparency, service agility, privacy/security. Robin and Holmes (2008) explained that
sociability has a strong impact in the development of credibility, Berlo et al. (1969)
extend four dimensions of credibility such as safety, qualification, dynamics and
sociability. In the area of the information, and web systems, credibility refers to user
trust, dynamism on user activity, and has strong authority, which can be used as an
alternative to human expertise (Rieh, 2002). Toms and Taves (2004) argue that the
reputation is a key factor towards achieving trustworthiness. Credibility also consists of
trust and expertise (Fogg et al., 2003). Meanwhile, trust can be defined as user perception
or user assessment to the system in terms of goodness, unbia and clarity (Fogg et al.,
2003). Expertise is user perception or user assessment, related to knowledge and skill of
information system credibility (Fogg and Tseng, 1999). Taking the above definitions into
regard, credibility challenges can also include lack of aesthetic design, lack of
information structure, lack of information focus, less motivation, lack of usefulness of
276 T. Hariguna et al.

information and lack of accuracy of information (Fogg et al., 2003). Therefore, credibility
is the key success factor of e-government service implementation. Public, as the end user
will be fully satisfied with regard to e-government services, when the issue of the
credibility has been addressed and treated as a key priority. Thus information quality of
e-government is required to focus the priority of readability. This is to enable e-
government systems to develop accordingly in order to increase public satisfaction.
With regard to human–computer interaction, usability can be used to clearly define
the interaction between user and interface of the application (Chou and Hsiao, 2007).
According to international organisation standardisation (ISO), usability is effectiveness,
efficiency and user satisfaction. In the area of software engineering usability is used to
define software quality, operation processes and attractiveness to end users (Fernandez
et al., 2011). The World Wide Web incorporates usability to describe the quality of
website design, ease of use, user friendliness, content and menu completion (Lee and
Kozar, 2012). Another definition of usability is perceived usefulness. In information
technology, the terms of usability is often used in relationships relating to software
applications and websites. Previous studies define usability as efficiency, effectiveness
and satisfaction. The dimension of software development includes usability as interface
design. Tsakonas and Papatheodorou (2008) describe usability as ease of use, aesthetics,
navigation, terminology and learnability. Weir et al. (2007) also confirmed usability as a
support to users for performing tasks and therefore, usability can be measured by
performance criteria such as task completion and error rates. In the area of the website
design, Lee and Kozar (2012), related usability to content, visual output, navigation
system, colour and typography.
Huang and Benyoucef (2014) confirm that there are two-way benefits of
e-government and high level usability. Firstly, e-government websites are government is
interfaces, and users can indicate their government service experiences through the
e-government website. When the public indicated that e-government websites met their
needs, they provided their opinion to government services. So regardless of e-government
type, democratic values underlying governmental operations require that e-government
should be oriented to user friendliness (Huang and Benyoucef, 2014; Baker, 2009).
In the other words, when e-government fails to provide high usability, the public as the
end user, will no longer access the e-government web, and consequently, e-government
will not increase benefits to the end users accordingly. Secondly, the empirical study by
Verdegem and Verleye (2009), described usability as an improvement of user satisfaction
of e-government service.
In other usability-related studies the degree of information access, time loading,
usefulness of information content on the web, and user flexibility, all reflect a need of
higher usability of e-government services. Thus, when users fail to gain access to, and
properly execute services due usability, satisfaction will not be resultant (Anthopoulos
et al., 2007). As a consequence, when e-government fails to provide high usability levels,
user dissatisfaction will be increased.

2.2 Expectation confirmation model and technology acceptance model

The ECM is a theoretical framework used to understand confirmation, satisfaction, trust,
expectation and perceived usefulness. ECM was adopted in this study due to its
unique features. Firstly, the ECM was used to describe the post-adoption of information
technology. Secondly, the ECM used perceived usefulness as representative of
 Understanding information system quality 277

post-adoption expectation. Finally, the ECM not part of the performance variable,
owing to the fact that performance is part of the confirmation variable.
ECM was first developed by Bhattacherjee (2001) and was based on the ECT
proposed by Oliver (1980). The foundational four factors of the ECM are: continuance
intention, perceived usefulness, confirmation of expectations and satisfaction. Previous
studies confirmed the differences between ECT and ECM, and ECM was used to assess
constructs after user acceptance, and ECT focuses on, before and after adoption factors.
Additionally, ECM could assess effect after adoption expectations rather than the effects
before adoption expectations, and ECM improved the ECT by considering perceived
usefulness. In other studies related to ECM, adoption in e-government services, such as
trust in government social media platforms and citizen’s safeguard behaviour (Park et al.,
2015). ECM usage confirmed e-government application, using ECM in the areas of
electronic tax filing in Malaysia (Santhanamery and Ramayah, 2014).
Several verified ECM studies are described by scholars, Thong et al. (2006) and were
used to investigate continued usage behaviour on information technology. They argue
that user experiences have significant effect on post-adoption and signify IT or IS usage,
and thus is an important condition towards understanding continued IT or IS usage
behaviour. Chou et al. (2010) used ECM to understand continuous intention of
knowledge creation in online communities. They explain that the performance perception
of continuance intention of knowledge creation was strongly impacted by independent
variables such as socialisation, externalisation, etc. Eveleth et al. (2015) examined the
extent to which job seeker company expectations are confirmed or disconfirmed by their
website experiences. They further explored the degree to which these expectations affect
their intentions, satisfaction, perceived usefulness and expectation confirmation, and how
these influence user intention on the website, directly or indirectly.
Meanwhile, TAM has been empirically used and extended to explain various
behaviours regarding information technology adoption, these are all highly familiar and
practiced by practitioners and academics. TAM states that information technology user
acceptance is determined by three indicators, and thus are the user’s intention to utilise
technology, their beliefs, perceived usefulness and perceived ease of use (Venkatesh and
Davis, 2000).
We previously outlined the reasoning behind using TAM to support our proposed
model, owing to the fact that TAM was confirmed by some scholars to solve issues
relating to technology usage in education, business and government. TAM was used to
analyse factors which influence user acceptance of computer technology, and this was
introduced by Davis (1989). TAM aimed to explain and predict the user acceptance of
information systems. TAM provided a theoretical framework to determine the factors
which affected the acceptance of the technology within an organisation. TAM also
explained the causal relationship between benefits of an information system, ease of use
and user behaviour. From a psychological theory standpoint, TAM was developed to
describe the behaviour of computer users, based on trust, attitude, user intention and user
behaviour relationship. The purpose of this model is to explain the main factors of user
behaviour on user acceptance of the technology. The acceptance of IT with specific
dimensions may affect IT acceptance by the users. Previous studies relating to TAM
adoption on e-government services, including the imperative influence of citizen attitude
towards e-government adoption and usage and taken into account (Al-Hujran et al.,
2015).
278 T. Hariguna et al.

3 Research method

3.1 Development of research hypotheses

ISQ is a combination of information quality and system quality. The purpose of ISQ is to
conduct full descriptions, and to be comprehensive, such that the system created,
has reliability and measurement attributes. There are two-dimensional item indicators
used to describe ISQ in e-government usage. The majority of public related research was
insufficient for e-government services, because they failed to provide two important
factors, such as usability and credibility of e-government services. We extract those two
factors (usability and credibility) into ISQ. ISQ is determined by public satisfaction, trust,
perceived usefulness and perceived ease of use, and confirmation. We used credibility
and usability as reflective constructs of ISQ. There are some reasons for reflectiveness
owing to directions of causality from construct to items, the indicators are manifestations
of the constructs, and thus changes to the indicator should not cause changes in the
construct.
System quality, information quality and service quality, all exhibit strong impact with
regard to the use of ubiquitous computing, in order to improve customer value, business
value and process value (Kim et al., 2009). In another study, ISQ has shown an impact on
the learning satisfaction levels which are directly impacted to usage intention directly or
indirectly (Lin et al., 2005). Ramayah et al. (2010), argue that ISQ had an influence on
student behaviour intention, and to increase quality factors with the intention to continue
using an e-learning system in Malaysia. On the basis of the above literature, this study
has proposed four hypotheses:
H1: Information system quality positively affects confirmation of expectations of
e-government public service.
H2: Information system quality positively affects perceived public usefulness of
e-government public service.
H3: Information system quality positively affects public satisfaction of e-government
service.
H4: Information system quality positively affects public intention use of e-government
service.
On the basis of service intention in marketing literature, this theory adopted the drafting
of IT continuance intention, and consequently, there are two factors which determine user
IT continuance intention. These include: user experience and user expectation, where
user experience is captured from satisfaction constructs and expectation is based on the
future of benefits. Several studies confirm that the confirmation of expectation positively
influences perceived usefulness, while confirmation of expectation positively influences,
and correlates with satisfaction on ECM. Chen et al. (2013) argue that perceived
usefulness and satisfaction contain two important constructs to obtain customer
service quality in the area of mobile service, and both constructs have strong and
positively impact on confirmation of expectation. Hung et al. (2011) confirmed that the
satisfaction, and perceived usefulness in the mobile commerce activity is positively
influenced by confirmation expectation. While in the area of smartphones, as u-learning
devices Shin et al. (2011) stated that satisfaction and perceived usefulness was influenced
 Understanding information system quality 279

by user expectation confirmation. In other words, customer intention will be greatly

enhanced as long as they are confirmed by smartphones quality and intention. Using
marketing terms, brand loyalty will increase with high quality, and users will be more
loyal to brand usage if they are satisfied with its usefulness and convenience. Thong et al.
(2006) have consistently shown that confirmation expectation positively affects
satisfaction. They explain that the dominant effects of satisfaction, and confirmation
of expectations present in IT products or services will provide potential to gain avenues
which affect IT continuance, especially in the area of mobile internet services. Thus, the
following hypotheses were proposed.
H5: Confirmation of public expectations positively affects public satisfaction of
e-government public service.
H6: Confirmation of expectations positively affects public perceived usefulness of
e-government service.
Researchers argue that consumer behaviour studies focus on pleasure seeking and joyful
experiences and part of basic, personal values exhibited by human beings. Customer
satisfaction will more likely continue their IT/IS usage as long as they have an enjoyable
experience (Thong et al., 2006). Satisfaction has a strong and dominant influence of
continued intentions in mobile services. This finding is applicable and demonstrates that
to improve the competitive advantages of service providers, support and clarity regarding
customer value, are important features (Chen et al., 2013). Thus, the following hypothesis
is proposed.
H7: Public satisfaction positively affects public intention use of e-government
service.
The satisfaction levels and perceived usefulness are determinants and significantly
demonstrate user continued IT/IS usage intention. In addition, the salience of satisfaction
was much stronger than previous post-adoptions, such as perceived usefulness and
perceived ease of use (Thong et al., 2006). In addition, the fact that perceived usability
(such as perceived usefulness and perceived ease of use) in the area of smartphones as
u-learning devices is closely and systematically interrelated with user satisfaction,
and contribute to continuance intention directly or indirectly (Shin et al., 2011). Thus, the
following hypotheses are proposed.
H8: Public perceived usefulness positively affects public intention use of
e-government service.
H9: Public perceived usefulness positively affects public satisfaction of e-government
service.
Figure 1 presents the research framework. This study focuses on using ISQ to elucidate
how the CF and PPU of e-government users affects their PSAT and PIU.

3.2 Subject
The sample size data included 366 respondent questionnaires. The questionnaires
were distributed by email, discussed with scholars and public audiences. The use
e-government services on periodical research frameworks, theory definitions and
280 T. Hariguna et al.

formulate measurement items were identified from relevant literature. We collected data
between April and October 2015. Table 1 presents the demographics of the respondents
to elucidate the sample structure.

Figure 1 Research framework

ISQ: Information system quality; CF: Confirmation; PPU: Public perceived usefulness;
PSAT: Public satisfaction; PIU: Public intention use.

Table 1 Demographics of the sample

Characteristics Frequency Percent (%)

Gender
Male 151 41
Female 215 49
Age
Under 20 years old 35 10
21–30 years old 90 25
31–40 years old 150 41
41 years old or above 91 25
Education level
High school certificate or lower degree 30 5
Undergraduate degree 214 58
Master or higher degree 122 33
Experiences
Less than 1 year 64 17
1–2 year 204 56
More than 2 years 98 27

4 Data analysis

We used the partial least squares (PLS) method for data analysis, stability
verification and hypothesis testing. The software we chose to utilise for this study is
Smart Pls 2.0.
 Understanding information system quality 281

PLS is a structural equation modelling (SEM) technique that is based on path analysis
and regression analysis. We decided to utilise a PLS technique because of the following
reasons (Chin, 1998; Chin and Newsted, 1999; Urbach and Ahlemann, 2010):
• PLS can be used to analyse models on process reflective indicators and formative
indicators simultaneously
• PLS can be used to analyse small or large sample sizes
• PLS can be used to solve the multi-collinearity problems
• PLS can be used to analyse models with complex predictives.
Furthermore, an integrated model was developed to examine public satisfaction
towards e-government service and their public intention usage. A number of
constructs are considered in this framework, such as ISQ, public perceived value
and confirmation of public expectation. ISQ that was observed in this study was
second-order reflective measurement constructs, such that PLS could be used to
simultaneously reflective and formative indicators. However, since PLS does not test
significance, and sampling was used as a procedure for significance testing,
thus to test the significance, we used the bootstrapping method. Owing to the fact that
PLS is unable to test the significance, we set 1000 resamples to achieve a stable of
estimate parameters.

4.1 Outer model

In PLS, the relationship between indicators and latent constructs are referred to as the
outer model (Sarstedt et al., 2014; Rezaei, 2015; Kaufmann and Gaeckler, 2015). To test
reliability perform factor loads, Cronbach’s α and composite reliability values of all
constructs were 0.7 and suggest higher than 0.7. The results of the various construct items
are described in Table 2. It also shows that all constructs were reliable. To test validity of
the constructs, we performed two tests: the convergent validity test and the discriminant
validity test. We applied the Fornell and Larcker (1981) method to confirm convergent
validity, and we suggested the convergent validity, if the factor loads of the indicators are
greater than 0.5, the average variance extracted (AVE) is greater than 0.5, and reliability
is greater than 0.7. Table 2 shows all acceptable constructs with suggestions proposed
by Fornell and Larcker (1981). It indicates that all constructs are convergent validity.
In addition, we tested for discriminant validity by a cross loading whether the loading
factors were greater than cross loading. Additionally, the square root of AVE of each
construct exceeded its correlation coefficient (Table 3). According to Tables 2–4, the
empirical data exhibited discriminant validity.
Common method bias variance is a challenge of many researchers. These problems
could impact bias conclusions, and in the other words this becomes part of measurement
error (Podsakoff et al., 2003). To mitigate the impact of common method bias in this
study, we used suggestions from Podsakoff et al. (2003). Two techniques were utilised in
order to control common method bias variances, and procedural, statistical remedies
were considered. To adopt the most practical approach, this study incorporated
procedural remedies. Thus, they protect respondents’ anonymity and reduce evaluation
apprehension options. This technique reduces consistency, social desirability, leniency
and acquiescence biases (Podsakoff et al., 2003). Upon respondent questionnaire
dissemmination, we attached a covering letter to confirm anonymity. Another procedural
282 T. Hariguna et al.

option was the improvement of scaling items. This was achieved by defining vague terms
and concepts, and thus ensuring that questions were simple and also included non double
questions by avoiding bipolar numerical scale values with the use of verbal labels.

Table 2 Reliability analysis and convergent validity

Measurement Factor Composite

Construct item loading/coefficient Cronbach’s α reliability AVE
Credibility (CR) CR1 0.719 0.82 0.80 0.52
CR2 0.711
CR3 0.657
CR4 0.749
Usability (US) US1 0.755 0.91 0.81 0.53
US2 0.645
US3 0.685
US4 0.728
Public perceived PU1 0.672 0.85 0.80 0.55
usefulness(PPU) PU2 0.735
PU3 0.680
PU4 0.751
Public CF1 0.772 0.83 0.80 0.63
confirmation (CF) CF2 0.708
CF3 0.799
Public satisfaction SAT1 0.644 0.93 0.74 0.57
(PSAT) SAT2 0.743
SAT3 0.709
Public intention IU1 0.719 0.92 0.79 0.56
use (PIU) IU2 0.723
IU3 0.658

Table 3 Correlation matrix

CF ISQ PIU PPU PSAT

CF 1.000
ISQ 0.753 1.000
PIU 0.810 0.758 1.000
PPU 0.881 0.740 0.842 1.000
PSAT 0.737 0.766 0.824 0.770 1.000
CF: Confirmation; ISQ: Information system quality; PPU: Public perceived usefulness;
PSAT: Public satisfaction; PIU: Public intention use.

4.2 Inner model

In PLS, the path structures between constructs comprise inner models (Kaufmann and
Gaeckler, 2015; Rezaei, 2015; Sarstedt et al., 2014). The path coefficient t-values,
significance and hypothesis testing results for the inner model are tabulated in Table 5
 Understanding information system quality 283

and illustrated in Figure 2. The direct influence of CF on PSAT (H6) failed to achieve
significance, and thus H6 was rejected. Apart from H6, the remaining nine hypotheses
formulated in this research were supported.

Table 4 Cross loadings

CF CR PIU PPU PSAT US

CF1 0.772 0.571 0.649 0.688 0.595 0.479
CF2 0.708 0.504 0.568 0.649 0.520 0.419
CF3 0.799 0.606 0.628 0.673 0.563 0.539
CR1 0.544 0.719 0.509 0.516 0.509 0.485
CR2 0.526 0.711 0.540 0.509 0.546 0.487
CR3 0.444 0.657 0.485 0.444 0.497 0.427
CR4 0.574 0.749 0.581 0.572 0.586 0.504
IU1 0.582 0.505 0.719 0.589 0.564 0.409
IU2 0.612 0.589 0.723 0.650 0.654 0.501
IU3 0.498 0.462 0.658 0.520 0.499 0.414
PU1 0.548 0.428 0.537 0.672 0.480 0.396
PU2 0.676 0.578 0.639 0.735 0.615 0.508
PU3 0.634 0.499 0.602 0.680 0.521 0.415
PU4 0.635 0.530 0.607 0.751 0.560 0.449
SAT1 0.433 0.470 0.489 0.454 0.644 0.461
SAT2 0.532 0.560 0.626 0.575 0.744 0.465
SAT3 0.573 0.549 0.605 0.578 0.709 0.424
US1 0.449 0.466 0.438 0.445 0.452 0.755
US2 0.498 0.535 0.512 0.485 0.492 0.645
US3 0.420 0.455 0.400 0.422 0.418 0.685
US4 0.408 0.433 0.429 0.407 0.436 0.728

Table 5 Summary of hypotheses testing results

Hypothesis Path Standardised path coefficient t-value Supported

H1 ISQ-PPU 0.177** 3.638 Yes
H2 ISQ-CF 0.754*** 27.02 Yes
H3 ISQ-PIU 0.143*** 2.385 Yes
H4 ISQ-PSAT 0.420*** 6.515 Yes
H5 CF-PPU 0.747*** 16.92 Yes
H6 CF-PSAT 0.070 0.826 No
H7 PPU-PSAT 0.397*** 5.008 Yes
H8 PPU-PIU 0.458*** 7.352 Yes
H9 PSAT-PIU 0.362*** 6.227 Yes
ISQ: Information system quality; CF: Confirmation; PPU: Public perceived usefulness;
PSAT: Public satisfaction; PIU: Public intention use.
**p-value < 0.01; ***p-value < 0.001.
284 T. Hariguna et al.

Figure 2 Inner model and path coefficient

ISQ: Information system quality; CF: Confirmation; PPU: Public perceived usefulness;
PSAT: Public satisfaction; PIU: Public intention use.
**p-value < 0.01; ***p-value < 0.001.

Table 6 Mediation effects testing

Constructs Construct relationships T-value of path coefficients Sobel test’s z-value

ISQ-PPU-PIU ISQ-PPU 3.638 3.260***
PPU-PIU 7.352
ISQ-PPU-PSAT ISQ-PPU 3.638 2.943***
PPU-PSAT 5.008
ISQ-CF-PPU ISQ-CF 27.02 14.34***
CF-PPU 16.92
ISQ-PSAT-PIU ISQ-PSAT 6.515 4.501***
PSAT-PIU 6.227
PPU-PSAT-PIU PPU-PSAT 5.008 3.902***
PSAT-PIU 6.227
ISQ: Information system quality; CF: Confirmation; PPU: Public perceived usefulness;
PSAT: Public satisfaction; PIU: Public intention use.
**p-value < 0.01; ***p-value < 0.001.

4.3 Testing of mediation effects

In this study, we used the Sobel test to analyse the mediation effect. Significance is
reached when the z-value is greater than 1.96, suggesting the presence of a mediation
effect (MacKinnon et al., 2007; Sobel, 1982). The direct influence of CF on PSAT
is not significant statistically, and therefore, no mediation effect further testing was
required to determine whether such an effect existed. We also ensured that other
mediation all of constructs underwent mediation effect testing. The test results are
tabulated in Table 6.
 Understanding information system quality 285

5 Discussion

This study suggests managerial implications exist for academic researchers and practical
practitioners. On the basis of the results, it is found that H1, H2, H3 and H4, and ISQ
with e-government services are positive and significant influences of CF, PPU, PSAT
and PIU. ISQ gives a huge impact on public perceptions of e-government. Furthermore,
credibility and usability are key basic components of ISQ performance relating to
e-government services, incorporating psychological aspects when e-government services
provide ISQ. This will further be impacted on public satisfaction levels, as well as
perceptions of usefulness, confirmation of public expectations and public intention use
towards e-government. When quality improvement of e-government exists, a significant
impact on the public service will be resultant, and consequently benefits will be
experienced by the public, business and government users.
This study confirms that the confirmation of expectations of e-government positively
and significantly influences public perceived usefulness of e-government service
(H5 is supported). From a practical perspective, when users have expectations of the
e-government, they gradually attach emotional significance for e-government and can
maintain their perceptions of the usefulness of e-government.
On the basis of the analysis results for H7, this study found that public perceived
usefulness content of an e-government service positively and significantly influences
their satisfaction rates. This means that to increase public satisfaction on e-government
service, there needs to be an increase of public perceived usefulness.
On the basis of the analysis results for H8 and H9, this study further found that public
satisfaction with the content of e-government positively and significantly influences their
PIU and also public satisfaction positively and significantly influences their public
intention use. When there is public satisfaction with e-government services, they tend to
utilise e-government experiences with great effect. Satisfaction and PPU factors build the
foundations for long-term online relationships. Public users whom are satisfied with
e-government services tend to maintain an advantageous relationship with them.
Accordingly, citizens who feel highly satisfied with e-government typically gain a
pleasurable experience when visiting e-government platforms. Therefore, in cases in
which PSAT and PPU significantly influence PIU, this study found that the PIU
generated by public users influences their relationship with e-government. This result
suggests that in addition to satisfaction and perceived usefulness, e-government must
increase PIU to greatly enhance the public relationship towards business or government
entirely.
The results indicate that the antecedents of e-government usability and credibility
have meaningful influences on e-government website usability, and conceivably through
their ability, produce intrinsic and extrinsic motivation for public users. In this context,
the implication exists for the government to be responsible for development and
maintenance of their services ensuring that the site provides meaningful content
and feedback options. This will ensure user influence behavioural intentions towards the
government. These influences are direct and indirect, through perceived usefulness,
confirmation of expectation and satisfaction levels.
286 T. Hariguna et al.

6 Conclusion and future work

When e-government is utilised to serve public activity, the government is recommended

to adjust public demands, such as business activity and government to government
activity. Thus, this study investigated the impact of ISQ, and examined the influences and
effects that this impact has on the public satisfaction, public perceived use and public
intention use, based on empirical data. The contribution of this study delivered a model
for describing and predicting the impact and relationship between public perspective
viewpoints as a user and government agencies through e-government services.
The results are useful for reference to other scholars and practitioners towards seeking
and establishing relationships between public and government services through
e-government. In the future, governments should increase their public services through
e-government, and ensure that all activities be processed by the ICT in order to confirm
efficiency. Government services are further urged to not only focus on government to
government system, but also in every area including business, public services, health,
education and tourism.
This study investigates public perceptions of e-government services towards their
public intention utilisation through ISQ. Subsequently, ISQ is presented as a reflective
construct, which involves credibility and usability. These aspects are used to establish an
integrated model, and to observe the effects of this model on maintaining public
intention to use. This study also argues that credibility and usability of ISQ can use
and support public perceptions of emotion and experiences of their intention use of
e-government services. In recent years, the evolution of e-government has increased from
e-government version 1.0 to e-government version 2.0. New paradigms of e-government
exists such as smart government and cloud government, and these require ISQ to create
enhanced public services. This study evaluated e-government services to the public,
irrespective of common users, business practitioners or government itself. Eventhough
the evolution of e-government services continues to increase, it is crucial for
e-government services to maintain routine assessment.
Considerable research has been contributed to this area and thus creates an
opportunity to deepen our understanding of e-government user experiences from public
user perspectives. We confirm that usability and credibility of website have an effect on
potential citizen intention to use of e-government services. The results of this study
further describe and seek similar levels of understanding regarding public users.
Experience pertaining to e-government services. The research illustrates the importance
of ISQ on the influence of e-government services. Furthermore, this study outlines how
ISQ in the area e-government service affects citizen intentions on a direct or indirect
basis.
There are limitations and future prospects of this study. Firstly, we did not analyse
the differences of e-government services. Future studies can explore the variance of
e-government services, in area of health, education, etc. Secondly, the items of the
questionnaire that were developed in this study were selected randomly to reduce
the possibility of CMV. Even though we utilised Harman’s single factor to deal with
CMV, a more detailed research design should be applied to identify the presence
of CMV.
 Understanding information system quality 287

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