Determinants of integrated citizen-centric e-services in the public sector of Sri Lanka

Abstract

This study aims to develop a conceptual model that could be adopted for the development of the existing e-government framework in Sri Lanka with the use of a more citizen-centred approach. Policy and Governance, E-government Service Quality, Information Technology Infrastructure and Organizational Commitment were identified as the most influential factors to implement a successful citizen-centred e-government framework. The study was carried out considering both users and nonusers of existing e-government services. As the findings unveiled, the most influential factor for existing users is the e-government service quality, whereas that of nonusers is the organizational commitment to the adoption of citizen-centred e-government services in Sri Lanka.