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Article

Investigating Various Factors Influencing the Accessibility of Digital Government with eGov PH Mobile Application

by
Yung-Tsan Jou
1,
Klint Allen Mariñas
1,2,3,*,
Charmine Sheena Saflor
1,3,4,
Anelyn Baleña
3,
Charlie Jade Gutierrez
3,
Ginber Dela Fuente
3,
Hannah Maureen Manzano
3,
Monica Shane Tanglao
3,
Nicole Angela Verde
3,
Princess Alvarado
3 and
Michael Nayat Young
2
1
Department of Industrial and Systems Engineering, Chung Yuan Christian University, Taoyuan 320, Taiwan
2
School of Industrial Engineering and Engineering Management, Mapua University, Manila 1002, Philippines
3
Department of Industrial Engineering, Occidental Mindoro State College, San Jose 5100, Philippines
4
Department of Industrial Systems Engineering, De La Salle University, Manila 1004, Philippines
*
Author to whom correspondence should be addressed.
Sustainability 2024, 16(3), 992; https://doi.org/10.3390/su16030992
Submission received: 12 December 2023 / Revised: 18 January 2024 / Accepted: 19 January 2024 / Published: 23 January 2024
Browse Figures
Versions Notes

Abstract

:
The Philippine government is taking advantage of the advancement of digital technology to bring and provide an accessible, sustainable, and broader version of its service and connection to its citizens by adapting digitalization and launching a mobile app called eGov PH. This application integrates with multiple sectors of the government, providing a sustainable and convenient way to conduct transactions between government agencies and citizens. This study aimed to investigate and assess the various factors that affect the accessibility of the eGov PH mobile app from the citizens’ viewpoint via an online questionnaire. A comprehensive 64-item research questionnaire was constructed and answered by 320 respondents. This study determined the key factors that influence the accessibility of the application, which will be assessed to improve the service efficiency of the mobile application. The technology acceptance model was used to correlate perceived ease of use and perceived usefulness to attitude toward using. Structural equation modeling (SEM) results revealed a noteworthy correlation between awareness of service and technology readiness and perceived ease of use. Furthermore, perceived ease of use was shown to have an insignificant direct relationship with perceived usefulness and the attitude toward using the eGov mobile application. These findings offer valuable insights into critical factors influencing the accessibility of the eGov app, contributing to enhanced sustainability and overall service efficiency. The identified model constructs from this study can serve as informative guidelines for researchers and various sectors exploring user-software interactions in relevant government applications.

1. Introduction

Digitalization and improvement of infrastructures and the emergence of new technological systems have continued to develop throughout time and with sustainable development. Information and Communication Technology (ICT) has recently advanced, fueling the nature of partnerships and modes of operation in various sectors, such as those with business and government administration processes [1]. Countries worldwide have been implementing digital or e-government platforms as a strategy for improving government administrations [2] and providing good governance by using government applications as essential tools to support the plan of action [3,4]. The digital government provides benefits to the citizens, such as efficiency, effectiveness, transparency, and accountability, among others. It may also enhance the quality of life and contribute to the development of the citizens, as well as exhibit a vital role amid crises [5], as evidenced by the COVID-19 pandemic.
Driven by rising expectations and increasing demand of citizens for faster and better services by government agencies, the government has employed the digital government as a new service system to preserve the interest of the general public and, more importantly, to implement the need for government innovation. As of January 2023, the Digital Report 2023 stated that the Philippines has reached a total population of 116.5 million, of which 85.16 million were internet users [6]. With an increasing number of Filipino citizens being open to the use of advanced technology and the Internet, the government takes advantage of this situation by bringing and providing an accessible and broader version of its service and connection to the citizens through the Internet. Consequently, the Department of Information and Communication Technology (DICT) has launched a mobile application called eGov PH super app, which allows members to access government services and information at local and national levels as well as other benefits [7]. This application integrates with multiple sectors of the government, providing another convenient way for transactions between government agencies and citizens and making activities more accessible for people. Figure 1 shows the application interface: log-in and overview of the application’s services [8].
The eGov PH, also known as e-Government PH, is a one-stop-shop online platform that allows members to access government services and information online at local and national levels as well as perform various activities such as SIM registration, business registration, tax payment, accessing social security benefit, processing valid personal identification in digital format, engaging with e-tourism and e-travel guides, processing job applications, accessing healthcare information and feedback, conducting e-payments and banking services, and accessing helpful news [7,8,9,10]. This single application integrates with multiple government sectors such as the Local Government Unit (LGU), National Government Unit (NGU), Social Security System (SSS), and PhilHealth. The application is still in beta version and is further improving to integrate with other government sectors to make the interaction between the government and citizens easier and well-established in one application, which is accessible and available whenever and wherever. Moreover, it ensures transparency and integrity toward improving citizens’ well-being, thereby minimizing corruption and abuse in the country.
The acceptance and intention of the citizens to use e-government services measured the success of e-government development [11]. Furthermore, due to technological advancement, people’s preferences will likely change, and they may use online transactions rather than walk-in transactions. Establishing this aimed development is a challenge for the government sectors, particularly in providing technological systems and infrastructures that are available and accessible to the people to bring their services to a broader and better stage. Thus, the current study investigated the various factors influencing the accessibility of new technologies and how users adapt to these changes related to the user’s acceptance of technology, including usefulness, efficacy, and convenience [12]. In addition, the study also examined the level of credibility and trust that users have in the app, as it requires users to provide personal information during registration and verification to utilize its features fully. Some users of the service providers, however, are hesitant to trust the app with their data due to privacy concerns and security risks.
The recent application launched by the Department of Information and Communication Technology (DICT) is a tool to support the digitalization of the Philippine government in enhancing its services, and it is quickly reaching the people, even those who live in rural areas. According to the Digital Report 2023, 48.2% of the population lived in urban centers, while 51.8% lived in urban areas [6]. Therefore, this app can replace the walk-in appointments and make transactions between the government and citizens faster and less costly.
This research, which investigates the accessibility of the digital government through the use of the eGov PH mobile application, will help Filipino citizens access various government sectors and be aware of the current news at local and national levels as well as the services and benefits from the government through the use of the mobile platform even with or without any crisis. In addition, it will lessen the economic cost of the people traveling back and forth to reach the physical infrastructure of the agencies, and it can overcome space and time limitations, hence providing more convenience.
An extended Technology Acceptance Model (TAM) was integrated, and the Theory of Planned Behavior (TPB) was utilized after previous related studies to assess and analyze various potential factors, influencing the accessibility of the digital government using the eGov PH mobile application. Moreover, the model constructs in this study can be used to scrutinize the key variables to analyze and evaluate the effectiveness and efficiency of the eGov PH application to its users and determine how to make it simpler and more useful as an active digital government.

Theoretical Research Framework

A smartphone app called eGov is a one-stop shop for government services provided by at least 26 government organizations nationwide. The initiative to simplify government transactions for Filipinos was spearheaded by the Department of Information and Communications Technology [13].
One popular model for understanding and forecasting technology adoption and usage is the Technology Acceptance Model (TAM). Its foundation is the Theory of Reasoned Action, which is a specific instance of the TPB with two primary tenets: perceived utility and perceived usability [14]. Their beliefs influence an individual’s acceptance, intention, and behavior toward adopting new technology [15]. The TAM says that if people think technology will be helpful and straightforward, they will be more likely to utilize it. This model is robust throughout time and across diverse individuals and developments because it has been evaluated and implemented in various contexts and scenarios. Figure 2 depicts the theoretical framework used to analyze the TAM.
In this utilized model based on the Technology Acceptance Model (TAM), external factors such as social influence, familiarity with the eGov PH mobile app, confidence in using technology, and the quality of internet connectivity were considered to examine how they relate to the perception of usefulness and ease of use, which in turn affect one’s attitude toward using it.
Social influence refers to the impact of others’ opinions, behaviors, and attitudes on an individual’s decision to adopt a new technology. It plays a massive role in how online transaction decisions are made following peers who use the same course of action, thus reducing the perception of risk seen in other people using a particular subject, which supports this effect [16]. In addition, through the dissemination of information via social influence, more individuals could be made aware of a particular subject or technology. Moreover, awareness of service refers to the knowledge of an individual about a particular technology or service. With observed practices, people gain awareness about the new systems and technology development and increase the perceived usefulness. Hence, the researchers constructed the following hypotheses:
 Hypothesis 1 (H1): 
Social influence has a significant impact on the awareness of service.
 Hypothesis 2 (H2): 
Social influence has a significant impact on the perceived usefulness.
 Hypothesis 3 (H3): 
The awareness of service has a significant impact influence on the technology readiness.
 Hypothesis 4 (H4): 
The awareness of service has a significant impact on the perceived usefulness.
Technology readiness is the potential of the user to accept new technologies and use them to their maximum advantage to support daily life activities. Internet quality refers to the speed of internet connectivity and its latency, which is essential to perform technology services with ease and convenience. Moreover, having good internet quality development can influence the readiness of an individual to use technology, particularly in applications that use online data. These elements can provide a favorable ease of use of internet systems. Thus, the researchers hypothesized the following:
 Hypothesis 5 (H5): 
Internet quality has a significant impact on technology readiness.
 Hypothesis 6 (H6): 
Technology readiness has a significant impact on the perceived ease of use.
 Hypothesis 7 (H7): 
Internet Quality has a significant impact on the perceived ease of use.
 Hypothesis 8 (H8): 
Perceived ease of use has a significant impact on the perception of usefulness.
 Hypothesis 9 (H9): 
Perceived ease of use has a significant impact on the attitude toward using the eGov PH mobile application.
Perceived usefulness refers to the perception of an individual on what benefits could be gained in using a particular technology, and perceived ease of use refers to the belief of an individual that using the technology requires minimum effort. Both usefulness and ease of use determine the attitude toward using new technology. The users’ behavioral intentions are directly affected by the attitude toward use. As a result, the researcher hypothesized that:
 Hypothesis 10 (H10): 
The perceived usefulness of the eGov mobile application has a significant impact on the attitude toward its use.
Subjective norms are the perceived social pressure from others for an individual to behave in a particular manner [17,18]. It refers to the acceptable standards that were set in a community or social group. In this study, subjective norms influence the attitude toward using the eGov PH mobile application to access the digital government. Therefore, the researchers hypothesized that:
 Hypothesis 11 (H11): 
Subjective norm has a significant impact on the attitude toward use.
 Hypothesis 12 (H12): 
Attitude toward use has a significant impact on the intention to use.
System quality refers to an aspect of a system that provides functionality, reliability, flexibility, data quality, and integration requirements to attain a particular objective [19]. The mobile application’s efficiency affects the members’ intention to use it. Hence, the researchers hypothesized that:
 Hypothesis 13 (H13): 
System Quality has a significant impact on the intention to use.
One of the most significant qualities of mobile services is ubiquity. It allows users to use mobile services anytime and anywhere [20,21]. Employing the concept of ubiquity in creating digital governance systems involves integrating mobile technology to deliver government-related public services that individuals may access at any time and from any location. The capacity of citizens and the general public to use mobile government services via the mobile factor of ubiquity (i.e., limitless time and space) might impact users’ perceptions of performances, effort expectations, and intention to use mobile government services [22]. Thus, the researchers hypothesized that:
 Hypothesis 14 (H14): 
Ubiquity has a significant impact on the intention to use.
Furthermore, the intentional usage of the eGov PH Mobile app is a significant measurement of its actual use [23]. As a result, the researcher hypothesized the following:
 Hypothesis 15 (H15): 
Intention to use has a significant impact on the actual use of the eGov PH mobile application.

2. Materials and Methods

2.1. Respondents

The focal point of this study was Occidental Mindoro. However, it was not restricted to that region or any other part of the Philippines. The current study employs a simple random sample, giving the researchers a sample representative of the investigated population. The target audience for the study were Filipino residents, ages 18 to 75, who currently use the eGov PH Mobile Application. The poll was conducted between September and October. An 80% response rate was achieved by sending out four hundred (400) online surveys, including questionnaires sent via a link survey employing Messenger and the researchers’ account on Facebook, and receiving 320 online forms [24]. The respondents were also informed that they would be able to obtain monetary incentives upon completing the survey. Moreover, all the respondents who completed the survey will also have a chance to win a monetary raffle. Structural equation modeling (SEM) requires sample sizes of 200 to 500 to obtain reliable estimates for simple models, as highlighted in numerous research studies. Failure to do so may lead to underestimating model parameters [25].

2.2. Questionnaire

The current research study formulated a 60-item questionnaire constructed mainly using Google Forms [26], which passed through online platforms, such as Messenger, to directly distribute the forms to Filipino citizens residing in the Philippines who had experience or intention to use the eGov PH mobile application to gather data. The survey link was distributed around September 2023. It was determined that a study using a structural equation model with 10 to 15 observation variables recommended having at least 200 respondents [27]. This study’s sample size is a minimum of 300 respondents for a 64-item online questionnaire.
A survey questionnaire generated from various related studies was developed to investigate various factors influencing the accessibility of digital government through the eGov pH mobile application obtained from the user’s perspective, as shown in the Table 1. The questionnaire consists of the following construct variables: (1) Awareness of Service; (2) Social Influence; (3) Perceived Usefulness; (4) Perceived Ease of Use; (5) Technology Readiness; (6) Internet Quality; (7) Ubiquity; (8) Attitude Toward Using; (9) System Quality; (10) Subjective Norm; (11) Behavioral Intention to Use; (12) Actual Use. Each variable was constructed with five (5) measurable items. This approach focuses on the perspective of the user’s intention and actual use of the application to achieve the objective of this study. All items were measured using a five-point Likert scale: 1—strongly disagree; 2—disagree; 3—neither agree nor disagree (neutral); 4—agree; 5—strongly agree.

2.3. Structural Equation Modeling (SEM)

Structural equation modeling (SEM) illustrates the causal connections between variables. The relationships among the researcher’s hypotheses were displayed using the SEM [67]. Despite the complicated data statistics, the SEM provides the researcher with a clear and easy-to-understand visual representation for interpretation. In this paper, the researchers intended to use the SEM to help them evaluate and analyze the relationships between the latent variables. It shows that using the SEM will help the researchers understand more about the correspondence of the latent variables used in this paper.
The data were subjected to the structural equation modeling (SEM) analysis from the beginning to the end using the IBM SPSS AMOS version 26 statistical program. Additionally, Cronbach alpha, estimates, and Goodness of Fit were computed using the program to evaluate the model’s reliability. Specific figures are required to determine whether the SEM model appropriately depicts the relationships between variables in the model and is appropriate for making valid inferences from the data, as shown in Table 2, which lists acceptable fit values.

3. Results and Discussion

From the gathered responses, 55.3% of the 320 respondents are females, and 44.7% are males. Showing 67.8% of the respondents are aged 20–30 years old, 12.5% are aged 31–40, aged below 20 years old 10.9%, followed by 4.1% are aged 41–50, 3.7% are aged 51–60 and 0.9% are aged above 60 years old. A total of 74.7% shows that most respondents are in higher studies or college, followed by a master’s degree or diploma at 13.7%, 10.9% are in high school, and less than High School Graduates at 0.6%. Showing 57.2% of the respondents have a monthly income of below 300$, 23.7% have 300$–600$, 600$–900$ monthly income at 7.8%, 900$–1200$ PHP at 6.9%, and both 1200$–1500$ and above 1500% PHP at 2.2% of the total respondents, as shown in Table 3.
The first Structural Equation Model (SEM) for the many parameters impacting the digital government’s accessibility using the eGov PH mobile application is shown in Figure 3. Two hypotheses were found to be non-significant, as indicated by the figure below: Internet quality to perceived ease of use (Hypothesis 7) and social influence to perceived usefulness (Hypothesis 2). Consequently, this hypothesis was eliminated from Figure 4 to obtain a corrected SEM. Based on earlier research employing the SEM technique, the researchers changed a few indices to improve the model fit. The final SEM for examining the factors affecting the digital government’s accessibility with the eGov PH mobile application is displayed in Figure 4 and is indicated in Table 4. Additionally, Table 5 presents the descriptive statistical outcomes for every indicator.
This study investigated the factors that influenced the accessibility of digital government with the eGov PH mobile application based on the user’s perspective. This research integrated an extended TAM and utilized a TPB. The SEM was constructed to analyze the correlation between the following latent variables: (1) Awareness of Service; (2) Social Influence; (3) Perceived Usefulness; (4) Ease of Use; (5) Technology Readiness; (6) Internet Quality; (7) Ubiquity; (8) Attitude toward using the eGov PH mobile app; (9) System Quality; (10) Subjective Norm; (11) Intention to Use; (12) Actual Use of the eGov PH mobile app. Not limited to other areas within the Philippines, 320 samples were acquired via online survey.
Comparable to the research “Social Media Technologies: An Empirical Analysis on the TAM Model,” the TAM was used to investigate the variables influencing students’ adoption of social media platforms for education during the COVID-19 epidemic. The study found that students’ perceptions of social media’s utility and simplicity are the most critical indicators of their readiness to use it for learning [72].
The results show that perceived usefulness is not directly impacted by perceived ease of use (p > 0.05). This result contradicts Mensah, I.K.’s study [73], which examines how convenient and helpful people believe mobile government services are. The study found that a significant determinant of the perceived utility of mobile services was the perceived ease of use of mobile government services [73]. This finding showed that customers are proficient in using and comprehending mobile application services, requiring less effort and time. Perceived usefulness is considerably impacted by perceived ease of use (β = 0.956, p = −0.017). Furthermore, perceived ease of use did not substantially impact attitudes toward utilizing the eGov mobile app (p > 0.05). In contrast, Suki’s study [74] claims that consumers’ positive intention to utilize 3G mobile services stems from their ability to swiftly learn how to use and manage the services to their advantage.
On the other hand, results showed that social influence has a significant direct effect on the awareness of the service provided by the eGov PH mobile application (β = 0.885, p = 0.001). The study of Kamal et al. affirmed that social influence has a significant and massive impact on users’ intention to accept new technology [75]. In addition, the awareness of service directly affected the users’ technology readiness (β = 0.915, p = 0.001), and technology readiness directly affected perceived ease of use (β = 1.006, p = 0.002). According to Parasumann [76], technology readiness is the chance people will accept and use technology to accomplish activities more quickly and efficiently. It could be interpreted that people influenced by their social surroundings will have a better awareness and understanding of the eGov PH mobile application functions that can push them to try and accept the use of technology. Interestingly, internet quality is also significantly related to technology readiness (β = 0.786, p = 0.002).
Perceived usefulness is the most vital factor that affects the attitude and the intention to use mobile government services [77]. With the observed practices, people gain awareness about the new systems and technology development and increase perceived benefits and risks. Furthermore, the results showed that the awareness of service directly affected perceived usefulness (β = 0.991, p = 0.002).
The cognitive understanding and perception of the user influence the attitude toward using technology. It is affected by the security experience and quick and precise functionality of the mobile application, which influences the behavior and intention of actually using the technology. The results indicated that attitude toward using has significant direct effects from the subjective norm (β = 0.226, p = 0.002) and perceived usefulness (β = 0.478, p = 0.039). However, it has an insignificant direct effect on perceived ease of use (β = 0.446, p = 0.069).
An individual’s intention to use a technology is influenced by their attitude toward using it [78]. The current study confirmed that a user’s intention to use the technology was directly impacted by their attitude toward using the eGov PH mobile application (β = 0.810, p = 0.002). Furthermore, a substantial positive correlation exists between ubiquity and intention to use (β = 0.330, p = 0.005). Furthermore, ubiquity offers easy access to services and information on a mobile platform anywhere [20]. Furthermore, the adoption of mobile government is strongly influenced by the prevalence and knowledge of services [22], which corroborates the findings of this investigation. Finally, the study by Chatzoglou et al. [79] that focuses on the effective adoption of the mobile application supports the idea of utilizing the eGov PH mobile application having a substantial direct effect on natural and continuous usage (β = 0.913, p = 0.001).
The construct reliability of the scales utilized, or Cronbach’s alphas, are displayed in Table 6 and range from 0.666 to 0.920. These values are consistent with those reported in prior investigations [80]. Table 7 shows that the IFI, TLI, and CFI values were higher than the recommended cutoff of 0.70, suggesting that the hypothesized construct of the given model effectively described the observed data. Furthermore, the model was also good, as indicated by the CMIN/DF score of 2.804. The RMSEA value was 0.075, which is less than the suggested amount. Lastly, Table 8 displays direct, indirect, and cumulative effects.

4. Conclusions

The eGov Super App, also known as the eGov PH, was introduced to Filipino citizens on 2 December 2022 by the Department of Information and Communications Technology (DICT) [81]. On 10 November 2023, it reached 50,000 downloads [82]. In this research study, the extended TAM and the Theory of Planned Behavior (TPB) were integrated and utilized to assess and evaluate the effectiveness of user adaptation to the eGov PH mobile application. An online questionnaire consisting of 12 categories with 60 questions was distributed to 320 residents in Occidental Mindoro, Philippines. As regards its specific focus on the eGov PH mobile application in the Philippines, the context of this study differs from other studies. The study takes into account the specific factors that may present different challenges and opportunities, compared to those examined in studies carried out in advanced countries, to ensure access to digital government services in emerging economies. Additionally, the study’s integration of external variables, such as social influence, the awareness of service, and internet quality, reflects a nuanced approach to understanding user-software interactions in the context of digital government applications.
The results of the structural equation model (SEM) revealed a noteworthy correlation between social influence and the awareness of service. Based on this finding, this study concludes that individuals who are heavily influenced by their social environment are more likely to have a heightened awareness and comprehension of the features of the eGov PH mobile application, potentially leading them to experiment with and embrace the use of technology. Technology readiness has a significant direct influence on the perceived ease of use. Moreover, internet quality influences technology readiness, and technology readiness significantly impacts perceived ease of use; it explains how vital the quality of internet connection is for exploring the application and accessing its benefits. Subjective norms and perceived usefulness directly influence the attitude toward using the mobile application, which contributes to the intention to use. Furthermore, ubiquity and system quality have significant direct effects on the intention to use. These findings offer valuable insights into critical factors influencing the accessibility of the eGov mobile application, contributing to enhanced overall service efficiency that influenced its actual and continuous usage. The identified models constructed from this study can serve as informative guidelines for researchers and various sectors exploring user-software interactions for relevant government applications.
Effective implementation of electronic government in developing countries is influenced by different factors, including insufficient facilities, technological gaps, limited digital knowledge, poor internet access, online security risks, government assistance, and public support [83]. Thus, this study will provide helpful insights that will guide the effective implementation of electronic government, especially in developing countries as they shift to industrialization.

Theoretical Contributions

Through random sampling, the online survey questionnaires that contained 64 questions were answered by 320 respondents and were developed based on different relevant research. Using the SEM, the associations between twelve latent variables were examined. The variables are awareness of service, social influence, perceived usefulness, ease of use, technology readiness, internet quality, ubiquity, attitude toward using the eGov mobile app, system quality, subjective norm, intention to use, and actual use. The study’s model components may be used to closely examine the essential variables for assessing the eGov PH application’s suitability and effectiveness for its users and determine how to improve it to support an active digital government. The Structural Equation Model (SEM) was used to simulate and assess the mentioned application, and there are a few things to consider before employing it. This structural model illustrates hypotheses that demonstrate how the variables are interconnected. Hence, the result of the SEM gives the researchers a clear, easy-to-understand visual depiction, and by applying relevant theories integrated into an extended TAM, the researchers can refer to this study for reference.

5. Limitations and Future Research

The goal of the current study was to look at the several elements that affect how easily accessible the digital government is when using the eGov mobile app. The acquired results help create the eGov mobile application and may contain essential conclusions.
The study yielded promising findings, but it is essential to consider its limitations, which include the fact that all respondents, who were between the ages of 18 and 75, were from Occidental Mindoro, Luzon, Philippines. Moreover, the current study’s respondents were mainly between 20 and 30 years old, which might induce bias in the results. Therefore, future studies may increase the number of respondents and even use stratified sampling to expand the surveying of the general population. Furthermore, more variables from other theories and models were added, even if the researchers used methods and approaches to acquire the results. Furthermore, it is feasible to reach a larger sample size that connects to the perspectives of numerous users and includes all Filipino users of the eGov mobile application. In the future, a macro-level study conclusion might be made.

Author Contributions

Conceptualization, Supervision, Funding acquisition, writing—review and editing, Y.-T.J., K.A.M., C.S.S. and M.N.Y.; Formal Analysis, Investigation, Methodology, Visualization, Writing—original draft, A.B., C.J.G., G.D.F., H.M.M., M.S.T., N.A.V. and P.A. All authors have read and agreed to the published version of the manuscript.

Funding

This research received no external funding.

Institutional Review Board Statement

Not applicable.

Informed Consent Statement

Informed consent was obtained from all subjects involved in the study.

Data Availability Statement

Data are contained within the article.

Conflicts of Interest

The authors declare no conflict of interest.

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Figure 1. eGov PH mobile application interface.
Figure 1. eGov PH mobile application interface.
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Figure 2. Theoretical Research Framework.
Figure 2. Theoretical Research Framework.
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Figure 3. The Initial SEM.
Figure 3. The Initial SEM.
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Figure 4. Final SEM.
Figure 4. Final SEM.
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Table 1. Construct and measurement items.
Table 1. Construct and measurement items.
ConstructItemsMeasuresSupporting Measures
Awareness of ServiceAS1I understand the concept of the eGov PH mobile application.(Gaol et al., 2014) [28]
AS2I understand the importance of using eGov PH mobile applications.(Gaol et al., 2014) [28]
AS3I am aware of the eGov PH mobile application as a government service.(Bannister and Connolly, 2011) [29]
AS4I am familiar with the use of the eGov PH mobile application.(Jiao et al., 2020) [30]
AS5I trust eGov PH Mobile to provide authentic and reliable information.(Alalwan et al., 2018) [31]
Social InfluenceS1I utilized the eGov PH mobile application because of the percentage of people I know who use it.(Asio et al. 2021)
[32]
S2Generally, I use eGov PH mobile application because I like the people who encourage me to use it.(Osswald et al., 2012) [33]
S3I highly recommend this eGov PH mobile application.(Ho and Rezaei, 2018) [34]
S4I do believe that the eGov PH Mobile Application has brought my community or social circle closer together in terms of accessing government services.(Poortinga, 2011) [35]
S5I would mostly like to continue using the eGov PH mobile application because of the positive social interactions and influence associated with it.(Wang and Chou, 2016) [36]
Perceived UsefulnessPU1Using eGov PH mobile application will help me to accomplish transactions easily and immediately.(Malhotra and Galletta, 1999)
[37]
PU2The eGov PH mobile application is an effective tool to access different government services easily.(Davis, 1989)
[38]
PU3I believe that the eGov PH mobile application improves and is useful in accessing government information.(Venkatesh and Davis, 2000)
[39]
PU4The eGov PH mobile application helps me complete government transactions in an easier way.(Chau and Hu, 2001) [40]
PU5I find the eGov PH mobile application to be the easiest application to use for accessing government transactions.(Davis, 1989) [38]
Perceived Ease of UseSU1The eGov PH mobile application is user-friendly.(Davis, 1989) [38]
SU2The visual appeal of the eGov PH mobile application is excellent.(EgovPH, 2023) [7]
SU3The menus and functionalities of the eGov PH mobile application are straightforward to use.(Dirin et al., 2023) [41]
SU4Finding the services that I require is made simple for me by the eGov PH mobile application.(Desmal et al., 2022) [42]
SU5I receive timely responses to my orders and inquiries through the application.(Tam, 2020) [43]
Technology ReadinessTR1The eGov PH mobile application is a secure platform for transactions and data sharing.(CNN, 2023) [44]
TR2I believe that the eGov PH mobile application has the potential to enhance relations between the government and its constituents.(Ganapati, 2023) [45]
TR3The eGov PH mobile application is regularly updated to add new features and improve functionality.(Castilla et al., 2023) [46]
TR4The eGov PH mobile application provides adequate support and assistance to users in case of issues or questions.(Desmal et al., 2022) [42]
TR5Overall, I am satisfied with my experience using the eGov PH mobile application.(Delone et al., 2014) [19]
Internet QualityIQ1The eGov PH mobile application refreshes quickly.(Jakimoski, 2018) [47]
IQ2The eGov PH mobile application runs without interruptions all the time.(Dirin et al., 2023) [41]
IQ3The eGov PH mobile application loads or processes its content and photos smoothly without any kind of delay.(Malavolta et al., 2020) [48]
IQ4The eGov PH mobile application works smoothly and effectively even in locations with poor internet signals.(Mikhaylov et al., 2017) [49]
IQ5Overall, the eGov PH mobile application gave me a good connection experience that was satisfactory.(Porto, 2012) [18]
UbiquityU1eGov PH mobile application is readily available for download on my smartphone.(Margulis et al., 2020) [50]
U2Launching and using eGov PH mobile application is a quick and hassle-free process.(Margulis et al., 2020) [50]
U3I can access the features and services offered by eGov PH mobile application within seconds.(Margulis et al., 2020) [50]
U4eGov PH mobile application enhances my ability to access government information and services quickly.(Angagiba and Kabanda, 2016) [51]
U5The availability and quick access to eGov PH mobile application have improved my overall experience with government services.(Angagiba and Kabanda, 2016) [51]
Attitude toward using eGOV Mobile AppATU1The adoption of eGov PH mobile application system is a very complex and robust subject for me.(Shareef et al., 2011) [52]
ATU2I will use eGovPH mobile application to access governmental services anywhere and anytime.(Kumar et al., 2017) [53]
ATU3There is a positive effect on behavioral intention to use eGov PH mobile application services.(Almaiah and Nasereddin, 2022) [54]
ATU4The influence of ‘social influence’ was found to be insignificant on the participants’ behavioral intention to use.(Leow et al.) [55]
ATU5User acceptance of SMS-based eGov PH mobile application services is needed.(Susanto and Goodwin, 2013) [56]
System QualitySQ1eGov PH mobile application systems are still challenging for various developing countries like ours.(Rehman et al., 2023) [57]
SQ2eGov PH mobile application has its share of advantages, disadvantages, and limitations.(Lee and Lai, 2015) [58]
SQ3The high quality of those portals is needed for the successful adoption of eGov PH mobile application.(Ziemba et al., 2014) [59]
SQ4Implementation and successive upgrading of the eGov PH mobile application system follow certain paths, levels of maturity, stages, or phases.(Shareef et al., 2011) [52]
SQ5eGov PH mobile applications are multi-functional information systems.(Ziemba et al., 2014) [59]
Subjective NormSN1I think that the eGov PH mobile application is easy to use.(Hahm et al., 2022) [5]
SN2The eGov PH mobile application is widely used by people I know.(Castilla et al., 2023) [46]
SN3I know most folks who think it is more convenient to use the eGov PH smartphone application.(Chekembayeva et al., 2023) [60]
SN4Most people I know access government services through eGov PH mobile application.(Castilla et al., 2023) [46]
SN5The majority of individuals I know opt to use the eGov PH smartphone application while staying at home.(Yancey-Bragg and Bravo, 2020) [61]
Intention to UseITU1I intend to access eGov PH mobile application in the future.(Asio et al., 2021) [32]
ITU2I recommend accessing government services through eGov PH mobile application.(Castilla et al., 2023) [46]
ITU3I will recommend using eGov PH mobile application to others.(Choi et al., 2004) [62]
ITU4In accessing government services, I consider eGov PH mobile application as my first choice.(Naik Jandavath and Byram, 2016) [63]
ITU5I will tell others the benefits of using eGov PH mobile application.(Naik Jandavath and Byram, 2016) [63]
Actual UseAU1I use eGov mobile application to access government services.(Castilla et al., 2023) [46]
AU2Using eGov PH mobile application is relevant during distance transactions.(Natasia et al., 2021) [64]
AU3For remote transactions, I utilize the eGov PH mobile application on my phone.(Park et al., 2019) [65]
AU4Every online transaction will be conducted through the eGov PH mobile application.(Binyamin and Zafar, 2021) [66]
AU5I am already accessing eGov PH mobile application.(Binyamin and Zafar, 2021) [66]
Table 2. Acceptable Fit Values.
Table 2. Acceptable Fit Values.
Goodness of Fit MeasuresMinimum CutoffReference
CMIN/DF<3.0Kline, 1998 [68]
Comparative Fit Index (CFI)>0.70Chen et al., 2012 [69]
Incremental Fit Index (IFI)>0.70Hair et al., 2012 [70]
Tucker Lewis Indices (TLI)>0.70Hair et al., 2012 [70]
Root Mean Square Error (RMSEA)<0.80McCallum et al., 1996 [71]
Table 3. Demographic summary of the participants (n = 320).
Table 3. Demographic summary of the participants (n = 320).
CharacteristicsCategoryn%
GenderMale14344.70%
Female17755.30%
AgeBelow 203510.90%
20–3021767.80%
31–404012.50%
41–50134.10%
51–60123.70%
Above 6030.90%
Educational AttainmentLess than High School Graduate20.6
High School3510.90%
High Studies/College23974.70%
Master’s Degree/Diploma4413.70%
Monthly IncomeBelow 300$18357.20%
300$–600$7623.70%
600$–900$257.80%
900$–1200$226.90%
1200$–1500$72.20%
Above 1500$72.20%
Table 4. Summary of the Results.
Table 4. Summary of the Results.
Hypothesisp-ValueInterpretation
H1Social influence has a significant impact on the awareness of service.0.003Significant
H2Social has a significant impact on the perceived usefulness.0.003Significant
H3The awareness of service has a significant impact on technology readiness.0.004Significant
H4The awareness of service has a significant impact on the perceived usefulness.0.002Significant
H5Internet quality has a significant impact on technology readiness.0.002Significant
H6Technology readiness has a significant impact on the perceived ease of use.0.002Significant
H7Internet Quality has a significant impact on the perceived ease of use.0.000Significant
H8Perception of ease of use has a significant impact on the perceived usefulness.0.972Not Significant
H9Perception of ease of use has a significant impact on the attitude toward using.0.141Not Significant
H10Perceived usefulness has a significant impact on the attitude toward using.0.037Significant
H11Subjective norm has a significant impact on the attitude toward using.0.002Significant
H12Attitude toward using has a significant impact on the intention to use.0.002Significant
H13System Quality has a significant impact on the intention to use.0.002Significant
H14Ubiquity has a significant impact on the intention to use.0.006Significant
H15Intention to use has a significant impact on the actual use of the eGov PH mobile application.0.003Significant
Table 5. Descriptive statistics results.
Table 5. Descriptive statistics results.
FactorItemMeanSDFactor Loading
Initial ModelFinal Model
Awareness of ServiceAS13.79690.771350.6580.602
AS23.86250.763490.6710.621
AS33.92190.785940.6420.607
AS43.53130.884710.7190.689
AS53.64690.865750.7290.711
Technology ReadinessTR13.65940.746720.7280.728
TR23.90.727430.6970.688
TR33.80940.732950.6440.641
TR43.70630.853510.7150.719
TR53.79690.738120.8010.805
Social InfluenceS13.64690.832520.6050.563
S23.68750.846810.610.521
S33.74690.726780.7570.721
S43.79380.784620.7280.64
S53.8250.796150.7890.73
Internet QualityIQ13.61250.771660.8220.867
IQ23.47190.859660.8460.828
IQ33.47190.895390.8890.916
IQ43.3751.018640.8340.838
IQ53.56880.850020.8050.809
Perceived UsefulnessPU13.78440.759730.8020.787
PU23.84380.768070.740.723
PU33.90310.734290.7810.773
PU43.80310.752420.7790.771
PU53.75630.753230.7770.767
Ease of UseSU13.90.709980.7560.772
SU23.85310.730220.7040.664
SU33.90940.735090.7640.784
SU43.81560.780080.7670.769
SU53.50310.919990.5880.702
Subjective NormSN13.70310.769310.6160.672
SN23.67810.746670.7190.723
SN33.72190.734820.7950.789
SN43.69060.730810.8310.806
SN53.64060.775150.7650.758
System QualitySQ13.90940.735090.7130.705
SQ23.94060.738280.780.753
SQ34.00630.755310.7720.77
SQ43.96880.733620.8190.823
SQ53.95630.706860.7110.74
UbiquityU13.92810.745620.428-
U23.77810.753770.6740.678
U33.52190.919740.7570.771
U43.71880.752610.8160.804
U53.73440.780690.8420.843
Attitude Toward UsingATU13.80310.739810.5690.603
ATU23.75310.802610.6240.657
ATU33.8750.749090.5480.556
ATU43.65620.923720.457-
ATU53.79370.704640.5510.616
Intention to UseITU13.87810.734820.6670.78
ITU23.80310.682510.6650.777
ITU33.83440.686230.6650.77
ITU43.63120.85370.580.717
ITU53.81880.707080.6220.741
Actual UseAU13.79380.776590.5780.692
AU23.76560.741560.6680.765
AU33.6750.849490.670.772
AU43.78750.741830.7270.815
AU53.80310.781040.6320.738
Table 6. Construct Validity Model.
Table 6. Construct Validity Model.
FactorNumber of ItemsCronbach’s α
Awareness of Service50.830
Social Influence50.834
Perceived Usefulness50.885
Ease of Use50.824
Technology Readiness50.840
Internet Quality50.920
Ubiquity40.852
Attitude toward using eGOV mobile application30.666
System Quality
Subjective Norm
Intention to Use		5
5
5		0.872
0.860
0.871
Actual Use50.870
Total 0.844
Table 7. Model Fit.
Table 7. Model Fit.
Goodness of Fit MeasuresParameter EstimatesMinimum CutoffInterpretation
CMIN/DF2.804<3.0Acceptable
Comparative Fit Index (CFI)0.795>0.7Acceptable
Incremental Fit Index (IFI)0.796>0.7Acceptable
Tucker Lewis Index (TLI)0.783>0.7Acceptable
Root Mean Square Error (RMSEA)0.075<0.08Acceptable
Table 8. Direct effect, indirect effect, and total effect.
Table 8. Direct effect, indirect effect, and total effect.
No.VariablesDirect Effectp-ValueIndirect Effectp-ValueTotal Effectp-Value
1SI -> AS0.8850.001--0.8850.003
2SI -> TR--0.8100.0020.8100.002
3AS -> TR0.9150.001 0.9150.004
4SI -> SU--0.8150.0010.8150.001
5AS -> SU--0.9200.0010.9200.001
6TR -> SU1.0060.002 1.0060.002
7SI -> PU--0.8630.0030.8630.003
8AS -> PU0.9910.0020.968−0.0160.9750.002
9TR -> PU--0.964−0.0170.964−0.017
10SU -> PU0.956−0.017--0.972−0.017
11SI -> ATU--0.7760.0020.7760.002
12AS -> ATU--0.8770.0020.8770.002
13TR -> ATU--0.4410.1440.4410.144
14SU -> ATU0.4460.069−0.0080.8970.4380.141
15SN -> ATU0.2260.002--0.2260.002
16PU -> ATU0.4780.039--0.4780.037
17SI -> ITU--0.6290.0020.62900.002
18AS -> ITU--0.7100.0020.7100.002
19TR -> ITU--0.3570.1190.3570.119
20SU -> ITU--0.3550.1220.3550.122
21SN -> ITU--0.1830.0020.1830.002
22PU -> ITU--0.3870.0380.3870.038
23ATU -> ITU0.8100.002--0.8100.002
24U -> ITU0.3300.005--0.3300.006
25SQ -> ITU0.2610.003--0.2610.002
26SI -> AU--0.5740.0020.5740.002
27AS -> AU--0.6480.0030.6480.003
28TR -> AU--0.3260.1220.3260.122
29SU -> AU--0.3240.1280.3240.128
30SN -> AU--0.1670.0020.1670.002
31PU -> AU--0.3540.0320.3540.032
32ATU -> AU--0.7400.0020.7400.002
33U -> AU--0.3010.0050.3010.005
34SQ -> AU--0.2380.0020.2380.002
35ITU -> AU0.9130.001--0.9130.003
36SI -> IQ--0.6370.0010.6370.001
37AS -> IQ--0.7190.0010.7190.001
38IQ -> TR0.7860.002--0.7860.002
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Jou, Y.-T.; Mariñas, K.A.; Saflor, C.S.; Baleña, A.; Gutierrez, C.J.; Dela Fuente, G.; Manzano, H.M.; Tanglao, M.S.; Verde, N.A.; Alvarado, P.; et al. Investigating Various Factors Influencing the Accessibility of Digital Government with eGov PH Mobile Application. Sustainability 2024, 16, 992. https://doi.org/10.3390/su16030992

AMA Style

Jou Y-T, Mariñas KA, Saflor CS, Baleña A, Gutierrez CJ, Dela Fuente G, Manzano HM, Tanglao MS, Verde NA, Alvarado P, et al. Investigating Various Factors Influencing the Accessibility of Digital Government with eGov PH Mobile Application. Sustainability. 2024; 16(3):992. https://doi.org/10.3390/su16030992

Chicago/Turabian Style

Jou, Yung-Tsan, Klint Allen Mariñas, Charmine Sheena Saflor, Anelyn Baleña, Charlie Jade Gutierrez, Ginber Dela Fuente, Hannah Maureen Manzano, Monica Shane Tanglao, Nicole Angela Verde, Princess Alvarado, and et al. 2024. "Investigating Various Factors Influencing the Accessibility of Digital Government with eGov PH Mobile Application" Sustainability 16, no. 3: 992. https://doi.org/10.3390/su16030992

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