The Public Value Creation of eGovernment: A Test of the Respecified IS Success Model Olusegun Agbabiaka Reginald Ugaddan National eGovernment Strategies, Abuja, Nigeria Sungkyunkwan University, Seoul, South Korea segun.agbabiaka@negst.com.ng rgu1216@skku.edu Abstract The success and impact of eGovernment depend on its value perceptions by citizens. This paper seeks to investigate the salient factors that are significant in predicting the public value creation of eGovernment from the citizen perspective. To fulfil the purpose of this research, a theoretical model based on the updated DeLone and McLean IS Success Model and the public value approach is adopted. Through data collected from Korea, the model is empirically tested and validated using structural equation modeling technique. Findings reveal that information quality and system quality significantly predict trust in eGovernment, while for citizen satisfaction, information quality and service quality are critical. Information quality, service quality and citizen satisfaction are significant in predicting net benefits. Furthermore, while trust in eGovernment has no mediating effect on the model, citizen satisfaction mediates the relationship between the quality constructs and net benefits. This research has both theoretical and practical implications. Keywords: Public Value, eGovernment, Net Benefits, IS Success Model 1. Introduction eGovernment can be defined as the use of information and communication technologies including the internet to facilitate access and delivery of government services for the benefits of citizens, businesses and other stakeholders [1, 34]. Though eGovernment has been acknowledged to serve different stakeholders and diverse interests [1], citizens are still considered the greatest beneficiaries [2]. This is due to the ever increasing demands and expectations of the citizens and the growing pressure on governments to meet and satisfy these changing needs [1]. Against this backdrop, substantial resources have been committed to improving public sector service delivery through eGovernment over the last few years [49]. This huge investment is spurred by the perceived benefits of eGovernment to transform operations of government, promote accountability, deliver cost-effective, quality services, foster better citizen-government engagement, improve greater access to public services and open up new opportunities for citizens to participate in democratic processes [1, 2]. According to Jones, Hackney and Irani [35, pp. 145], eGovernment has become a “burgeoning phenomenon globally with huge investments being made to modernise and transform the public sector”. Despite the huge investments being made, there seems not to be a universal or consensus method to evaluating the impact of these initiatives [49] as several approaches have been developed [7, 8, 37]. However, these approaches have focused largely on cost-efficiency, payback period, return on investment etc [9, 27] without taking into consideration the broader socio- economic and socio-political benefits that eGovernment is expected to deliver [10]. Furthermore, these evaluation approaches have been concentrated on the supply side with little being done to assess the impact of eGovernment from the perspective of the citizens [11, 12]. In response to this, the public value approach has been developed to overcome the limitations and shortcomings of these earlier approaches [13]. Public value refers to “the value created by government through services, laws, regulations and other actions” [5, pp. 4] and this value as argued further by Kelly et al., [5] is shaped and defined by the citizens through their preferences. According to Grimsley, Meehan, and Gupta [14], public value can be described as the value or benefit which citizens desire in relation to strategic outcomes of government policies as well as their experience of using public services. In essence, it is the value citizens derive from government and can serve as a benchmark with which to evaluate performance of government [24]. From the review of literature, there are few empirical studies on the evaluation of the impact of eGovernment from the citizens’ perspective based on the public value approach [4, 36]. This study is therefore, a contribution to the existing gap in literature on the public value creation of 2016 49th Hawaii International Conference on System Sciences 1530-1605/16 $31.00 © 2016 IEEE DOI 10.1109/HICSS.2016.366 2923