Determinants of continuance intention of using e-government services in Tanzania: the role of system interactivity as moderating factor

ABSTRACT

PurposeThe purpose of this study is to investigate the continuance intention of using e-government services in Tanzania as well as moderating effects of system interactivity.Design/methodology/approachA research model based on expectancy confirmation model was developed and empirically tested using 213 data collected from e-government services users who were selected using the judgemental sampling technique. The variance-based structural equation modelling technique was used for data analysis using SmartPLS 3.0.FindingsThe results of this study suggest that system interactivity, computer self-efficacy, management support, confirmation, satisfaction and perceived usefulness have a positive and significant influence on continuance intention to use e-government services. Moreover, the findings of this study indicate that system interactivity moderates the influence of perceived usefulness and satisfaction on continuance intention.Originality/valueThis study extends the expectancy confirmation model with system interactivity, management support and computer self-efficacy which are considered as important factors in continuance usage of technology. Furthermore, this study examines the moderating effect of system interactivity on the effects of perceived usefulness and satisfaction on continuance intention.