Human factors in smart governance: The role of trust, experience, and perceived usefulness in shaping e-government intention to use
DOI:
https://doi.org/10.53088/jmdb.v6i1.2495Keywords:
Trust, User Experience, Perceived Usefulness, Intention to Use, Smart GovernanceAbstract
In many local government digital services, low adoption rates are often driven by limited user confidence in system reliability and difficulties in navigating online platforms. As licensing processes increasingly shift to digital environments, understanding the behavioral factors that shape citizen acceptance becomes critical to achieving efficient, transparent public service delivery. Within a smart governance framework, this study examines how user trust and user experience influence intention to use the Surabaya Single Window (SSW) Alfa digital licensing system, with perceived usefulness as a mediating variable. A quantitative explanatory survey of 200 users was analyzed using path and Sobel tests. The findings indicate that trust and user experience significantly enhance perceived usefulness and intention to use, while perceived usefulness partially mediates these relationships. The results highlight that effective and sustainable smart governance depends not only on technological functionality but also on institutional trust and positive user engagement to sustain long-term citizen adoption.
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