WHAT ARE THE PUBLIC PERCEPTIONS OF E-GOVERNMENT SERVICES?

Abstract

E-government is increasingly vital in modern governance, offering opportunities for improved service delivery, transparency, and citizen participation. In South Africa, however, implementation faces persistent challenges such as infrastructural gaps, socio-economic divides, and low digital literacy. This study seeks to examines public perceptions of e-government services in KwaZulu-Natal (KZN) using the Technology Acceptance Model (TAM) as its guiding framework. It explores how perceived usefulness (PU) and perceived ease of use (PEOU) influence behavioural intention and adoption of e-government platforms, while considering contextual barriers affecting digital uptake. The study adopted a quantitative design anchored in TAM. Data were collected from 342 respondents across selected areas of KZN. Descriptive statistics, regression modelling, and factor analysis were performed using SPSS to test relationships between TAM constructs and e-government adoption. Findings show that citizens are more likely to use services such as SARS eFiling, GovChat, and eHomeAffairs when they perceive them as useful and easy to use. These platforms save time, reduce queues, and increase convenience. However, adoption is limited by poor internet connectivity, load shedding, complicated designs, and the dominance of English, which excludes many isiZulu speakers. While citizens value the potential of e-government, barriers hinder widespread usage. E-government can transform service delivery in KZN, but success depends on simplifying platforms, addressing infrastructural challenges, and ensuring inclusivity. The study demonstrates how TAM explains e-government adoption in KZN, highlights PU and PEOU as key drivers, and provides policymakers with practical strategies for more inclusive and effective digital governance.