The Post-COVID-19 E-Services Continuance Usage in Low-Income Countries

The COVID-19 pandemic renewed the role of digital government for conventional delivery of e-services while creating a paradigm shift for the telecommuting ecosystem. Prior to COVID-19, e-services usage had been slow in least-income countries; hence the need for clarity on whether its usage will be sustained in the post-COVID-19 era. This study sought to develop a model for the continuance usage of e-services after the COVID-19 pandemic. Quantitative data were collected from a South African government, and the designed model was validated using confirmatory factor analysis (CFA) and structural equation modelling (SEM). Results indicated that perceived usefulness (PU) and exerted pressure (EPU) are highly significant antecedents of continuance usage. Theoretically, the model contributes to technology continuance usage. It also affirms the organizational readiness for digital transformation through the use of combined technologies. Future research should focus on conceptual skills such as innovativeness, flexibility, problem-solving, emotional intelligence, and empathy needed for digital transformation.