Assessing the Effectiveness of E-Government Services in Ghana: A Case of the Registrar General’s Department

Abstract

The adoption and implantation of electronic government service are on the rise as government services to citizens through electronic means has increased. However, assessing the effectiveness of e-government systems is still limited in the literature. This study evaluates the effectiveness and benefits of information systems (e-registrar) at the Registrar General Department (RGD) in Ghana, using the updated DeLone and McLean IS Success Model. Via the purposive sampling technique, data for the study were collected from 102 staff members of RGD and analyzed following the Partial Least Squares Structural Equation Modeling (PLS-SEM) technique. The results of the study indicate that service quality, system quality, and information quality positively influence system usage and user satisfaction. Also, system usage and user satisfaction positively influence the net benefits derived from the e-registrar system. The findings provide a relevant recommendation to policymakers and management of organizations when it comes to information systems implementation.