User satisfaction of E-Government platform in Government service delivery process: Case study-Irembo platform

Abstract

This study sought to assess the user satisfaction of the electronic government in Rwanda on government service delivery process to a capable and accountable state institutions. Since adoption of decentralization and building a knowledge-based country, Rwanda has put the ICT as the key contributing aspect to achieve a service centred to all government stakeholders. Electronic government as tool of transformation predominantly is being applied by the government of Rwanda, and by focusing on the platform that promotes the government to citizen interaction. The study used Irembo as an experience to electronic government that have helped the researcher to identify how the platform has contributed to build a capable and accountable state institution as the main objective that has based on the Unified Theory of Acceptance and Use of Technology. The study identified the Performance expectancy, Effort expectancy, Rule of law and governance, and the facilitating condition as measures of user satisfaction to government delivery processes. The study used the descriptive analysis, chi-square test and the regression analysis that helped to demonstrate the findings and those findings enabled to build relevant decision. On performance expectancy the result shows that 70% of the people are satisfied with the speed of service delivery through Irembo platform, 96% argued that the electronic government contribute positively to their daily activities, and 70 % of the service are rendered on time through by using Irembo. When the study was measuring the effort, expectancy found that to make application and the average amount to be paid is 503 Rwf. 87% of the people participated trust the service rendered through Irembo and 83% argued that the government service has increased its operability through by using Irembo platform. Even though the people have their own device necessary to access irembo half of them find it more difficult to use it due to lack of knowledge to use the system and this has been shown by the dependability shown in between the user satisfaction on improvement of the process of service delivery using Irembo dependency is on Facilitating condition (knowledge capacity) and effort expectancy (amount paid to be assisted). Finally, Researcher used regression analysis and predicted that if the training could be provided the level of satisfaction could increase at 97% and the seeking of assistance could be reduced which can also reduce the amount that are addition for services for assistance.