User experience of e-government: the Nigeria Immigration Service

Okunola, Olaseni Muritala and Rowley, Jennifer ORCID: https://orcid.org/0000-0003-3437-6914 (2019) User experience of e-government: the Nigeria Immigration Service. Library Hi Tech, 37 (3). pp. 355-373. ISSN 0737-8831

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Abstract

Purpose The purpose of this paper is to identify key considerations influencing the adoption and use of e-government services by providing insights into users’ views of their experience of an e-government service in a developing country, the website of the Nigeria Immigration Service (NIS). Design/methodology/approach An online questionnaire-based survey was conducted to capture perceptions of the user experience with the NIS website. Descriptive statistics for each of the factors that contribute to the user experience are reported and discussed, with reference to open comments and previous literature. These factors are security and support, trust, ease of use, website quality, content and information, perceived benefits, convenience and perceived barriers. Findings There is strong evidence of concern in relation to the security of financial transactions, the use of personal data and trustworthiness, which is aggravated by inadequate user support. There is a lack of consensus regarding ease of use, website quality and content and information. In terms of barriers and benefits, there was a general agreement that the website offered greater convenience than alternative channels, but some concerns were identified regarding the reliability of technology, and, for users in Nigeria, the reliability of the electricity supply. Originality/value This paper adds to the very sparse literature on e-government in Nigeria, as well as extending consideration of the public value approach to e-government in developing countries.