An Assessment Framework for Continous Use of E- Government Services: Case Study Nairobi County

Abstract

With the rapid growth in information technology globally, Kenyan government has adopted e-government services and is now offering most of its services online and this has been enhanced by the Covid 19 pandemic. There is need to measure the continuous use of these services. This study’s key objective is therefore to develop an assessment framework for continuous use of these services with the case study of Nairobi County. This study used structured questionnaires, whereby data was obtained from users of e-government services. The users gave their perception on how security, trust, privacy, mandatory use and attitude influence continuous use of these services. The finding indicated that security, trust and mandatory use has a major and positive effect on deep use of e-government services while privacy and attitude has a negative and insignificant impact on deep use of these services. The deep use of these services has a significant and positive influence on their continuous use. This study has identified factors that are most significant in continuous use of these services and factors that the government can use to enable their effective use. It’s therefore recommended that the government has to consider security, trust and mandatory use as critical considerations that lead to continuous use of these services. Keywords: E-government, deep use, continuous use, security, trust, mandatory use.