Government Regulation and the Adoption of E Government Services: User Satisfaction as a Mediator in an Extended UTAUT Model

Abstract

This study examines the factors influencing the adoption of digital public services in Riau Province, Indonesia. A quantitative study was conducted using a Google Forms questionnaire, which yielded 272 valid responses. The research model, an extended UTAUT framework, integrated government regulation (GR) with key antecedents: performance expectancy (PE), effort expectancy (EE), social influence (SI), and facilitating conditions (FC). The study investigated user satisfaction (US) and behavioral intention (BI) as mediators. Using PLS-SEM, the findings showed that all 16 hypotheses were significantly supported (P < 0.05). All antecedents positively influenced US and BI. Notably, GR had the strongest direct influence on BI (β=0.481) and the most powerful indirect effect on user behavior (UB) through BI. Both US and BI were confirmed as crucial mediators. In conclusion, this study affirms a robust model where behavioral intention and user satisfaction are key to driving the adoption of public service applications.