Abstract:
The Government of Sri Lanka introduced the Online Passport Application System
(OPAS) to improve the efficiency and accessibility of passport services. The system
was designed to streamline the application process and reduce the need for physical
visits. However, long queues at the Department of Immigration and Emigration (DIE)
remain common, raising concerns about user satisfaction with the online service. This
study examines the factors influencing satisfaction with OPAS, focusing on four key
variables: Perceived Usefulness, Perceived Ease of Use, Trust, and Website Service
Quality. The research problem arises from the limited understanding of how citizens
experience and evaluate OPAS, despite its growing role in e-government service
delivery. A quantitative research design was employed, and data were collected
through a structured questionnaire from 382 OPAS users using convenience
sampling. The data were analyzed through descriptive statistics, correlation, and
regression techniques, with reliability and validity established through standard
procedures. The findings indicate that all four variables significantly and positively
affect user satisfaction. Among them, Perceived Ease of Use was the most influential
factor, followed by Trust, Website Service Quality, and Perceived Usefulness.
Together, these factors explain a considerable portion of the variation in satisfaction
levels. The study highlights the importance of enhancing usability, strengthening trust
and security, and improving website service quality to ensure higher citizen
satisfaction. By addressing these factors, the Department of Immigration and
Emigration can optimize service efficiency, reduce physical congestion at offices,
and encourage greater adoption of online systems. This research contributes to the
growing body of knowledge on e-government adoption and provides practical
insights for policymakers and system developers seeking to improve the effectiveness
of digital public services in Sri Lanka.
