E-Government System in Albania: Insights from the Citizen Perspective

Abstract

Exploring citizen impressions of digital platforms and electronic public services is essential as digital governance plays an important  role in improving the delivery of public services. This study examines Albanian citizens' perceptions of the e-Government platform, e-Albania, with the aim of understanding the key factors influencing its acceptance and future adoption intentions Using  the Technology Acceptance Model (TAM), this study investigates variables such as Perceived Usefulness, Ease of Use, Attitude, and Future Intention to Use. Literature review on digital governance highlights the significance of these factors in shaping citizen engagement with e-government services. Additionally, recent studies emphasize the growing importance of trust and risk factors as citizens  depend more an more on online government services This research paper aim to identify how these factors influence citizens' attitudes toward adopting and their future intentions to use e-Albania, and providing insights to improve user experience with this mandatory government platform.

To evaluate these insights, this study employed a structured survey administered to 100 participants in Albania. Results indicate that majority of participants rated the platform favorably; usefulness and ease to use. However, concerns regarding data security risk and overall trustworthiness had a significant impact on participants' intentions for future use.These findings are valuable for practitioners, policymakers, and developers of e-Government platform in Albania. Addressing user concerns around transparency, user support, and streamlining access can improve the platform’s effectiveness and trustworthiness. This study provides realistic and valuable insights into the Albanian e-Government landscape, emphasizing the practical need to foster trust and streamline digital public service delivery for better citizen adoption.