The role of user expectations and computer self-efficacy in enhancing e-government utilization: Implications for public service delivery

This study examines the role of user expectations and computer self-efficacy (CSE) in enhancing e-government utilization and improving public service delivery in Kaduna State, Nigeria. Anchored in the Technology Acceptance Model (TAM) and the Unified Theory of Acceptance and Use of Technology (UTAUT), the study adopts a mixed methods design that integrates quantitative and qualitative data. Quantitative data were collected from 218 public servants and analyzed using Partial Least Squares Structural Equation Modelling (PLS-SEM), while qualitative insights were derived from 14 semi-structured interviews. The results revealed that both effort expectancy and performance expectancy significantly and positively influence e-government utilization, both directly and indirectly through CSE. The mediation analysis confirmed that CSE plays a critical role in translating users’ positive expectations into actual utilization. The qualitative findings further revealed that limited confidence in advanced digital features, usability challenges, and data security concerns remain major barriers to adoption. These results highlight that improving user competence and trust is essential for effective digital governance. The study recommends that governments implement user-centered training, iterative system design, and transparent data protection measures to enhance confidence and trust among public servants. Strengthening CSE and aligning user expectations with system capabilities can improve digital inclusion, optimize e-government implementation, and ultimately enhance the efficiency, transparency, and responsiveness of public service delivery in Nigeria and other developing countries.