Assessing the impact of e-government systems from citizens' perspective: evidence from Ghana

This study developed a research model using the updated Delone and Mclean IS success model to examine the impact of e-government systems on the service delivery of government services to the citizenry. The study used a quantitative technique with a survey method and collected primary data of 421 respondents which were examined empirically using the partial least squares structural equation modelling (PLS-SEM). The findings indicate that except for e-government information quality and e-government service quality which did not have a significant influence on system use, all the other hypothesised relationships were supported. This study has therefore provided us with empirical evidence which confirms that implementing e-government systems in a developing country can also bring the required benefits. Regarding policy and practice, government agencies implementing the e-government initiatives must address the issues of the information quality and service quality that were not found to be supported.