Cross-Country Determinants of Citizens’ E-Government Reuse Intention: Empirical Evidence from Kuwait and Poland

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Purpose: Despite the major IT investments made by public institutions, the reuse of e-government services remains an issue as citizens hesitate to use e-government websites regularly. In this study, we investigate the cross-country determinants of e-government reuse intention by proposing a theoretical model that integrates constructs from (1) the Delone and McLean IS success model (i.e., system quality, service quality, information quality, perceived value, and user satisfaction); (2) the trust and risk models (i.e., citizen trust, overall risk, time risk, privacy risk, and psychological risks); and (3) Hofstede’s cultural model (i.e., uncertainty avoidance, masculinity, individualism, and cross-cultural trust and risk). Design/methodology/approach: Based on data from interviews with 81 Kuwaiti citizens and surveys of 1,829 Kuwaiti and Polish citizens, we conducted comprehensive, cross-cultural, and comparative analyses of e-government reuse intention in a cross-country setting. Findings: The results show that trust is positively associated with citizens’ intention to reuse e-government services, whereas risk is negatively associated with citizens’ perceived value. We also found that masculinity–femininity and uncertainty avoidance are positively associated with the intention to reuse e-government services and that individualism–collectivism has no significant relationship with reuse intention. This study’s findings have important implications for researchers and practitioners seeking to understand and improve e-government success in cross-country settings. Originality/value: We developed a parsimonious model of quality, trust, risk, culture, and technology reuse that captures country-specific cultural contexts and enables us to conduct a comprehensive, cross-cultural, and comparative analysis of e-government reuse intention in the cross-country setting of Kuwait and Poland.

E-government reuse, D&M IS success model, Cross-country comparative analysis, Trust, Perceived risk, Hofstede's cultural model