Assessing the Usage of e-Government Systems in Zambia: A Government Employee Perspective


Mukanu Grace Mauka, Mwiya Bali


This paper presents the utilization of e-Government Systems by government employees in Zambia. The DeLone & McLean model used in this study was modified to create an e-Government Systems Assessment model. An online questionnaire was distributed to 32 line ministries targeting government employees in Lusaka who use e-Government systems. A sample of 90 government employees were selected using random sampling technique. Data was analysed using descriptive and factor analysis. The study confirmed that System Quality was the most valued among the quality dimensions. System Quality and Information Quality had a huge impact on User Satisfaction. It was found that Service Quality did not meet User Satisfaction. Additionally, it was discovered that Intention to Use/Use of the e-Government systems by government employees was moderate. On the overall, the respondents were satisfied with e-Government systems, however, the percentage number of those who were not sure about the e-Government systems was high. The study recommends that the e-Government Coordinating Division should enhance the quality of service that users of e-Government systems receive.

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