Citizens' continuous use of eGovernment services: The role of self-efficacy, outcome expectations and satisfaction

The continuous use of eGovernment services is a de facto for its prosperity and success. A generalised sense of citizens' self-efficacy, expectations, and satisfaction offer opportunities for governments to further retain needed engagements. This study examines the factors influencing citizens' continuance use of eGovernment services. Through the integration of Social Cognitive Theory, Expectation Confirmation Theory, DeLone and McLean IS success model, and E-S-QUAL, a survey of 471 citizens in the UK, engaging in online public services, found that prior experience, social influence, information quality, and service quality, personal outcome expectation, and satisfaction, are significant predictors of citizens' intention to use eGovernment, when they are regulated, through citizens' self-efficacy. The present study extends the roles of pre-adoption and post-adoption by offering a self-regulating process. Therefore, it demonstrates how critical it is for the government's leaders to understand the patterns of the long-term process for electronic systems continually. •A generalised sense of citizens' self-efficacy, expectations, and satisfaction offer opportunities for governments to further retain citizens' engagements•The understanding of the transformation process of citizen's continuous use of the government's system is pivotal for the efficient and effective exploitation of eGovernment services.•This study aims to investigate the salient factors influencing citizens' continuance intentions towards continuing use of eGovernment systems.•An explanatory quantitative approach targeting 471 citizens participated in this study.•continuous use of eGovernment can be accomplished by shifting the focus on strengthening citizens' beliefs in their capabilities. Author biography. Mubarak Alruwaie, is an Assistant Secretary-General at the National Council for Culture, Arts and Letters (NCCAL), Kuwait. He was the founder and general manager of the Kuwait Mina group for Management Consulting, Kuwait. He served as an administrative consultant in the Office of the Ministry of Oil, in the Kuwaiti government. He has previous experience in the public, private, oil and academic sectors. He received his PhD in Management Studies and Research from the Brunel School of Business, Brunel University London, UK. He also participated in the arbitration of several studies in the field of Management and Information Systems and has published several research papers at conferences and in