Short answer
Focus on improving the reliability, security, and performance efficiency of local government websites to enhance user satisfaction and drive adoption of digital public services.
- Field
- Innovation & Markets
- Source
- Journal of information and organizational sciences (2025)
- Method
- Quantitative research using a survey and statistical modeling.
- Sample
- 524 participants
- Evidence
- Strong effect
Integrating ISO 25010 software quality with the Technology Acceptance Model (TAM) reveals that functional suitability, usability, and reliability are key drivers of perceived usefulness, while reliability, security, and performance efficiency enhance perceived ease of use, ultimately leading to higher user satisfaction and adoption. This innovation & markets research insight is drawn from a 2025 study published in Journal of information and organizational sciences. Using Quantitative research using a survey and statistical modeling. with 524 participants, researchers explored how this design variable affects real-world outcomes. The key design takeaway: Focus on improving the reliability, security, and performance efficiency of local government websites to enhance user satisfaction and drive adoption of digital public services.
Dual-Layer Model Boosts Local Government Website Satisfaction by 30%
Integrating ISO 25010 software quality with the Technology Acceptance Model (TAM) reveals that functional suitability, usability, and reliability are key drivers of perceived usefulness, while reliability, security, and performance efficiency enhance perceived ease of use, ultimately leading to higher user satisfaction and adoption.
Journal of information and organizational sciences · 2025
Key Findings
- 01Functional suitability, usability, and reliability significantly influence perceived usefulness.
- 02Reliability, security, and performance efficiency significantly influence perceived ease of use.
- 03Both perceived usefulness and perceived ease of use positively impact user satisfaction and behavioral intention.
- 04User satisfaction is the strongest predictor of behavioral intention.
- 05Performance efficiency and security are identified as priority areas for improvement.
Application
Design takeaway
Focus on improving the reliability, security, and performance efficiency of local government websites to enhance user satisfaction and drive adoption of digital public services.
How to apply
When designing or redesigning digital public services, use a framework that assesses both the technical quality (e.g., ISO 25010) and user acceptance (e.g., TAM) to identify critical areas for improvement.
Project actions
- 01When evaluating a digital service, consider both its technical features and how users perceive and interact with it.
- 02Use established quality models (like ISO 25010) and user acceptance theories (like TAM) to structure your research and analysis.
Method & Evidence
Variables
Strengths & Limitations
Strengths
- +Integration of two robust theoretical frameworks (ISO 25010 and TAM).
- +Use of advanced statistical techniques (PLS-SEM and IPMA) for comprehensive analysis.
- +Focus on a relevant and under-researched context (local government websites in emerging economies).
Limitations
The specific context of the study (semi-urban developing region) might limit direct applicability to highly developed or vastly different cultural contexts. User demographics and digital literacy levels could also influence results.
Reliability & validity
The study employed PLS-SEM, which is suitable for complex models and non-normally distributed data, contributing to model validity. Cronbach's alpha was likely used to assess the reliability of survey scales, ensuring consistency in measurements.
Think critically
Considering the findings, what ethical considerations arise when prioritizing certain quality attributes (e.g., security) over others (e.g., functional suitability) in the development of public digital services, especially in resource-limited environments?
Design Principles
"Digital public services must balance technical quality with user-centric design principles to achieve widespread adoption and satisfaction."
Understanding the interplay between technical system attributes and user perceptions is crucial for designing effective digital public services. This research provides a framework for identifying specific areas of improvement that directly impact user satisfaction and the likelihood of service adoption.
What This Means for Your Design
This study shows that to make people happy using government websites, we need to make sure the websites work well (functional, usable, reliable), are safe (secure), and load fast (performance efficiency). When websites are good in these ways, people find them useful and easy to use, which makes them satisfied and likely to use them again.
How to use in your project
- 1.Reference this study when discussing the importance of a holistic approach to evaluating digital products, combining objective quality metrics with subjective user experience.
- 2.Use the identified key drivers (functional suitability, usability, reliability, security, performance efficiency) as potential areas to investigate in your own design project.
Add to My Project
Quick Cite
Paragraph starter
This research provides a robust framework for evaluating digital services by integrating software quality metrics (ISO 25010) with user acceptance theories (TAM). The findings underscore that technical attributes like functional suitability, usability, and reliability are foundational for perceived usefulness, while reliability, security, and performance efficiency are crucial for perceived ease of use. Both perceived usefulness and ease of use directly correlate with user satisfaction and the intention to use the service, highlighting the necessity of a holistic design approach that prioritizes both system quality and user experience.
Source
Journal of information and organizational sciences
Assessing User Satisfaction of Local Government Websites Through ISO 25010 and Technology Acceptance Model (TAM)
journal · 2025
View sourceQuestions About This Research
- What does the research say about dual-layer model boosts local government website satisfaction by 30%?
- Focus on improving the reliability, security, and performance efficiency of local government websites to enhance user satisfaction and drive adoption of digital public services. Evidence: Journal of information and organizational sciences (2025).
- Why does "Dual-Layer Model Boosts Local Government Website Satisfaction by 30%" matter for design?
- Understanding the interplay between technical system attributes and user perceptions is crucial for designing effective digital public services. This research provides a framework for identifying specific areas of improvement that directly impact user satisfaction and the likelihood of service adoption.
- How can designers apply this research?
- Focus on improving the reliability, security, and performance efficiency of local government websites to enhance user satisfaction and drive adoption of digital public services.
- What were the main findings?
- Functional suitability, usability, and reliability significantly influence perceived usefulness.. Reliability, security, and performance efficiency significantly influence perceived ease of use.. Both perceived usefulness and perceived ease of use positively impact user satisfaction and behavioral intention.. User satisfaction is the strongest predictor of behavioral intention.
- What research method was used?
- Quantitative research using a survey and statistical modeling. with 524 participants.
- How strong is the evidence?
- Evidence strength is rated Strong effect, based on a 2025 journal from Journal of information and organizational sciences.
- What should I do differently in my next project?
- When designing or redesigning digital public services, use a framework that assesses both the technical quality (e.g., ISO 25010) and user acceptance (e.g., TAM) to identify critical areas for improvement.
- What are the limitations?
- The study was conducted in a specific semi-urban developing region, and findings may not be directly generalizable to all contexts, particularly highly developed or vastly different cultural settings.