The Importance of Confirming Citizens' Expectations in e-Government

Satisfying consumer needs is a core principle of marketing. However, in the context of e-government, most studies up to now have focused on adoption models such as Technology Acceptance Model or Theory of Planned Behavior, forgetting citizens’ needs, demands or expectations. To overcome this, in this work we analyze how confirmation of citizens’ expectations may influence citizens’ perceptions and behavioral intentions in the e-government context. As well, due to its great influence on consumer behavior, we investigate some factors that may enhance citizens’ intention to recommend online public services. Data from 232 citizens reveal that confirmation of expectations and perceived usefulness effectively predicts citizen intention to use online public services. As well, positive word of mouth among citizens is positively affected by confirmation of expectations and intention to use these services. Finally, confirmation of expectations confirms its importance by influencing perceived usefulness too.