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

Abstract

The study examined the moderating role of citizens' intent to use e-government services in the relationship between perceived service quality and citizen satisfaction in the Province of Cavite. As the Philippines 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-correlational design, the study surveyed 385 residents who had recently used the National Bureau of Investigation (NBI) Clearance Online Registration and Application 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. Regression analysis showed that service quality was a potent, statistically significant predictor of satisfaction, explaining 78.2% of the variance (Adjusted R² = 0.782, p < .001). The data indicated that while service quality directly determined satisfaction, the moderation analysis showed that citizens' intent 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 reluctant. The implications of these findings suggested that tangible system performance, such as reliability, efficiency, and ease of use, superseded initial behavioral goals. Consequently, it was recommended that public administrators prioritize continuous technical improvements and security over broad behavioral campaigns. This research provided a localized, empirical framework for evaluating e-governance effectiveness in developing economies undergoing major digital reforms.