The Moderating Role of the Citizens&#039; Intention to Use E-Government Ser-vices in the Effect of Perceived Level of Quality of Service on the Citizens&#039; Satisfaction in Cavite

Jaysi  T. Corpuz,; Maria Cristina  L. Desepida,; Christopher  Gapuz,; Roi Albert  T. Lucero,; Rommel  P. De Torres,; Ma. Angelica  P. Atas,; Mhica Ella  C. Rebano,; Harry Renz  H. Telmo,; Zairah Mae  M. Mendoza,

The Moderating Role of the Citizens' Intention to Use E-Government Ser-vices in the Effect of Perceived Level of Quality of Service on the Citizens' Satisfaction in Cavite

Discipline: Political Science

Abstract:

The study examined the moderating role of citizens' intention to use e-government services in the relationship between perceived service quality and citizen satisfaction in the Province of Cavite. As the Phil-ippines transitioned toward a digitally powered public sector under the E-Governance Act of 2025, understanding the drivers of digital success was critical to maximizing public investment and ensuring long-term adoption. Using a descriptive-explanatory research design, the study surveyed 385 residents who had recently used the National Bureau of Investigation (NBI) Clearance Online Registration and Ap-plication Services. Results showed high perceived service quality (Mean=4.06) and citizen satisfaction (Mean=4.07), with perceived usefulness emerging as the strongest quality dimension. The causal analysis showed that service quality was a statistically significant predictor of satisfaction, explaining 78.2% of the variance (Adjusted R² = 0.782, p < .001). Meanwhile, as the data indicated that as service quality directly determined satisfaction, the moderation analysis showed that citizens' intention to use did not significantly alter this relationship; the positive effect of quality on satisfaction remained constant regardless of whether a user was highly motivated or reluc-tant. The implications of these findings suggested that tangible sys-tem performance, such as reliability, efficiency, and ease of use, su-perseded initial behavioral goals. Consequently, it was recommended that public administrators prioritize continuous technical improve-ments and security over broad behavioral campaigns. This research provided a localized, empirical framework for evaluating e-govern-ance effectiveness in developing economies undergoing major digital reforms.

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