Theses and Dissertations

Issuing Body

Mississippi State University


Goodman, Doug

Committee Member

Breaux, David

Committee Member

Emison, Gerald Andrews

Committee Member

Shaffer, Steve

Date of Degree


Document Type

Dissertation - Open Access


Public Policy and Administration

Degree Name

Doctor of Philosophy (Ph.D)


College of Arts and Sciences


Department of Political Science and Public Administration


Governments at all levels are faced with the challenge of transformation and the need to reinvent government systems in order to deliver efficient and cost effective services, information, and knowledge through information and communication technologies. Electronic government, or e-government, is defined as a way for governments to use the most innovative information and communication technologies, particularly web-based Internet applications, to provide citizens and businesses with more convenient access to government information and services, to improve the quality of the services, and to provide greater opportunities to participate in democratic institutions and processes. E-government presents a tremendous impetus to move forward in the 21st century with higher quality, cost-effective, government services, and a better relationship between citizens and government. Notwithstanding the tremendous potential of e-government applications to deliver public sector services more efficiently and effectively, the citizenry must adopt and continually leverage these virtual offerings, such as renewing a driver’s license, for measurable value to be gained. In the process of designing and developing Web-based services which offer citizens both appropriate information and worthwhile services that are more convenient than traditional government transactions, public sector agencies must thoroughly recognize the elements that impact citizen adoption of and satisfaction with e-government. This research considers theoretical foundations from the Technology Acceptance Model (TAM), the Web Trust Model (WTM), and SERVQUAL to form a parsimonious model of citizen adoption and satisfaction for e-government services. This theory-oriented framework unites three research areas by asserting that an amalgamation of factors – technology adoption, trust, and service quality – influence an individual’s adoption propensity and service quality perception. Significant findings suggest usefulness, or end-user convenience, to be the principal determinant of e-government adoption and satisfaction, unaffected even when controlling demographic variables such as race, income, and education are introduced. Additionally, future implications of this research are discussed.