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Governmental Trust, Active Citizenship, and E-Government Acceptance in Lebanon
Abstract
This research investigates important issues related to e-government services utilization and adoption in a developing country. The purpose was to investigate the primary antecedents related to intention to use e-government services within the context of an emerging market. Lebanon is a small developing market that is making significant investments in e-government technology. The expectation is that it will help to improve quality of life and decrease corruption, which is often connected to governmental services that lack automated processes or transparency in payments. A population of 454 Lebanese citizens were field surveyed, with a final useable sample of 296 respondents. The strong predictive power of the model is an important contribution to understanding consumer consumption of e-government services in a developing country with a pervasive perception of corruption by citizens.
... The implementation of e-government services and their adoption by citizens appear to be a challenging endeavor. For instance, 60% to 80% of e-government projects tend to fail or are considered only partially successful [22]. In developed countries these figures are even more alarming, whereby the acceptance rate of new egovernment services does not exceed the 15% [35]. ...
... They include perceived usefulness, perceived advantages, performance expectancy and personal outcome expectation. Constructs in this category were studied as exogenous variables [5,8,10,15,17,19,22,32,40,44,45] and endogenous variables [17,36,40] in the literature. ...
... Trust (citizen's trust) in the literature often correlates with effort expectancy (practicality) based on Fakhoury and baker [22], indicating why citizen's trust has an arrow pointing toward practicality. No study in our literature review has studied the impact of trust on the perceived potential benefits. ...
E-government services refer to services offered by governments using information technology (IT). Many governments around the globe are investing heavily in IT to enhance service delivery to their citizens. However, citizens do not always use these services so that they often forgo their potential benefits because of key interconnected considerations that are perceived to transpire from their use. Over the years several studies examined IT adoption in e-government services contexts, building a rich albeit fragmented body of knowledge in the process. Indeed, the diversity found in these studies and the fast and continuous change that characterizes IT in general, make the identification and the synthesis of the main factors influencing citizens’ adoption of E-government services a relevant and timely endeavor. For this reason, this study builds on the findings of a systematic literature review to provide a high-level framework that conceptually structures the state of knowledge on the topic, and that informs both researchers and practitioners on the main factors influencing e-government services adoption by citizens.
... These intermediaries should create, build, and maintain trust with citizens to pursue the activities cited above because it requires exchanging sensitive personal information with them [19]. Lack of trust is considered a barrier to the adoption of electronic services in several studies and is a factor for adopting e-government [22], [23]. Citizens are reluctant to use e-government services, mainly for security, privacy, and transparency issues. ...
... E-government transactions limit both wasta and bribery [28]. As most of the Lebanese neither trust their government nor the public bureaucracy [22], [23], [29], "it is merely impossible to implement the laws and regulations related to anti-corruption and bribery" [27, p. 4]. However, Lebanon has made progress fighting corruption in 2017 with the passage of Access to Information Law. ...
E-government is undergoing a dramatic change, especially in developed countries and in many parts of the developing world. Advancement in technology and pluralization of e-service provision are the driving forces behind these changes. This paper argues that developing countries need to embrace these changes selectively and draw on a range of models appropriate while putting the needs and interests of their citizens at the heart of the reform efforts. This study builds on a better solution for citizens for intermediation that shall extend the coverage to non-users of e-services. Thus, the paper suggests a human intermediary framework based on bibliometric analysis and literature review that aims to reduce the gap between e-government readiness and citizen's ability to use e-services. It also examines Mukhtar's case, a legitimate human intermediary in three developing countries, and how they can shape the public-sector reform agenda, highlighting the factors that might impact these reforms if implemented efficiently.
... The performance expectations of accepting a technology or application can benefit users. Performance expectations are an important variable in the tendency of users to adopt a technology (Fakhoury & Baker, 2016). When users find practical and effective services, they can use these technologies or applications (Farzin et al., 2021). ...
Purpose-Current technological developments have penetrated various aspects of life, including financial transactions. Financial technology can make it easier for people to conduct different financial transactions. One proof of the development of financial technology is the presence of electronic wallets, such as e-wallets. Therefore, this study aims to analyze e-wallet user satisfaction as measured by performance expectations and mediated by satisfaction. Design/Methodology/Approach-The population of this study consisted of Dana e-wallet users in Yogyakarta, Indonesia. Then, the research sample was determined based on purposive sampling using specific criteria, and a sample size of 84 respondents was obtained. The research data was collected by distributing questionnaires online, which contained statement items from each variable using a Likert scale. Then, the analysis tool used to process the data is Smart PLS version 4. Findings- This study proves that performance expectancy has a positive but insignificant effect on behavioral intention, while the relationship between performance expectancy and satisfaction has a positive effect. Satisfaction is proven to positively affect behavioral intention and mediate the relationship between performance expectancy and behavioral intention. Research limitations/implications-This research is limited to only a small number of samples and only for e-wallet users in Yogyakarta, so the research results cannot be used to generalize the behavioral intentions of e-wallet users in other areas. In addition, this research only focuses on Dana e-wallet users, not on other general e-wallet users. Originality/value-E-wallet service provider companies can consider the factors analyzed in this study to improve their product services. That way, the level of consumer intention to use e-wallets is expected to increase.
... As the digital era develops, licensing has also experienced a very revolutionary evolution with the introduction of electronic licensing systems and risk-based licensing systems to simplify licensing management (Ekawati and Sarikun, 2023). Ease of processing business permits according to many researchers is closely related to good government governance, and if it is better it will create public trust (Lee and Yu, 2013; Myeong et al., 2014;Khattab et al., 2015;Fakhoury and Baker, 2016;Purwanto and Susanto, 2018;Munyoka and Maharaj, 2019;Uthaman and Vasanthagopal, 2020;Handoyo, 2018;Yadav et al., 2020). Almost all of these researchers stated that the easy granting of permits encourages the realization of good government governance. ...
Various reports state that investment in the ASEAN region has a good future, especially investment in the agricultural sector in general. One of the important instruments in investment is the permits obtained, which are widely reported to influence good governance and the level of public trust in licensing actors. The research aims to reveal the effects of implementing easy permits, and public trust in good governance, by taking cases as the latest research in agricultural-based areas. The research uses a quantitative paradigm, taking cases in Southeast Sulawesi Province, Indonesia. The sample size of 100 people was determined purposively. An important finding that is a scientific contribution is the proof that ease of business licensing can create public trust, and good governance, as well as the public trust that is formed can improve good governance, especially in areas that generally operate in the agricultural sector. The practical consequence is that every government, to absorb investment activities in the future, must strengthen good governance created through ease of doing business and creating public trust.
... • Performance expectancy: From the previous studies, we remark that different constructs refers to performance expectancy such as Perceived usefulness (Davis 1989;Davis et al, 1989), Extrinsic motivation (Davis et al., 1992), Job-fit (Thompson et al., 1991), Relative advantage (Moore and Benbasat, 1991) and Outcome expectations (Compeau and Higgins, 1995;Compeau et al., 1999). Performance expectancy is the main determinant of behavioral intention to use the technology (Fakhoury and Baker, 2016;Luo et al., 2010;Hongxia et al., 2011;Wang and Yi, 2012;Yu, 2012;Oliveira et al., 2014). Venkatesh et al. (2003) suppose that the influence of performance expectancy is moderated by gender (stronger for men) and age (stronger for younger men). ...
... In spite of the fact that, the UTAUT2 is the latest theory in the IT acceptance literature, so it has not been widely used and tested in the field [58,59], extending and applying this model will be considered as a significant contribution. Illustrating this, Venkatesh et al. (2012) asserted that UTAUT2 is superior compared to UTAUT in the term of variance explained related to technology use behaviour and intention from (52-56%) and (70-74%) respectively [57]. ...
Background:
Bariatric surgery offers an opportunity for physical activity (PA) promotion due to patients' increased ability to engage in PA. Technology-based PA interventions are promising tools for promoting PA to support patients in this key period. The Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) model is a recognized theoretical model for examining technology acceptability. Although a previous study reported that 92% of women with obesity have high acceptability of at least one technology-based PA intervention, little is known about the factors that lead to different levels of acceptability between technologies and therefore the reasons for choosing a preferred intervention.
Objective:
The purpose of this study was to (1) characterize the acceptability of 3 technology-based PA interventions (ie, telehealth, active video game, mobile app) in the context of bariatric surgery, and (2) explore patients' preference motives. This study, using a qualitative design, examined the suitability of the UTAUT2 model in this specific context.
Methods:
Participants (n=26) read written French descriptions of the technology-based PA interventions with illustrations and chose their preferred intervention. Semidirective interviews were conducted to explore the reasons for their choice of the preferred intervention, notably using the UTAUT2 framework. Data were analyzed based on inductive and deductive approaches.
Results:
All participants who preferred a technology-based PA intervention (ie, active video game, n=10; mobile app, n=10; telehealth, n=6) expressed a behavioral intention to use it. In addition, some of them expressed a high behavioral intention to use another technology (ie, active video game, n=4; mobile app, n=1; telehealth, n=7). All the constructs of the UTAUT2 emerged during the qualitative interviews and were specified through subcategories. Additional constructs also emerged, especially other motivational factors.
Conclusions:
This study showed that, in the context of technology-based PA interventions for postbariatric patients, the UTAUT2 is suitable, although additional motivational factors (which were not considered by the UTAUT2 model) should be considered.
... (Nawaz, 2020). The results of several studies explain that PE is one of the most determining factors for user behavior interest in mobile banking (Fakhoury and Baker, 2016). Therefore, the hypothesis is proposed as follows: ...
The development of information technology at this time has succeeded in providing an evolution that leads to digital-based banking services (digital banking) in Indonesia. This is driven by the need for convenience in making payment transactions in Indonesian society. However, the process of digitizing banking services in Indonesia is still relatively slow. User acceptance of digital banking service applications is one of the supporting factors for the successful application of digital banking technology today. This study aimed to measure the acceptance of digital banking by customers of Government Bank in Greater Jakarta (Jakarta, Bogor, Depok, Tangerang, Bekasi) by using the UTAUT 2 model. This study used a sample of 100 respondents to scrutinize the respondents' views based on variables: performance expectancy, effort expectancy, social influence, facilitating conditions, hedonic motivation, price value, habit, trust, perceived risk, and knowledge. Data Analysis was performed using Structural Equation Modelling Partial Least Square (SEM-PLS). The results of the convergent validity test showed that all indicators have a loading factor value above 0.7, and the reliability test results show the value of Cronbach's Alpha above 0.7, which indicates that the variable is valid for further testing. The structural equation model with behavioral intention and using behavior as a dependent variable indicated that some variables had no significant effect. The results of the p-values test show that performance expectancy, and facilitating conditions have a significant effect on behavioral intentions and that behavioral intentions, trust, and knowledge have a significant effect on use behavior.
... Voorstanders van Mobile City apps wijzen op de steeds nauwere band tussen bewoners en lokale instanties in de aanpak van stedelijke overlast en lichte overtredingen. De nieuwe technologische interfaces die onder de brede paraplu van 'e-governance' vallen, worden bestempeld als kenmerkend voor en oorzaak van participatief 'actief burgerschap' (Hoskins & Mascherini, 2009) in uiteenlopende geografische omgevingen, gaande van Portugal (Machado & Azevedo, 2020), tot Libanon (Fakhoury & Baker, 2016) tot Zuid-Afrika (Sekyere et al., 2016). Deze nieuwe interfaces kunnen echter niet alleen een transformatie teweegbrengen in de relatie tussen burgers en de lokale instanties, maar ook tussen burgers onderling. ...
Volinz, L., Steenhout, I., Beyens, K., & Melgaço, L. (2021). FixMyStreet! Een criminologisch-theoretisch perspectief op de afhandeling van overlast via mobiele applicaties. Panopticon, 42(6), 527.
... PE indicates to what extent does a person attributes the increase in performance of the received services to the technology used (Chiao-Chen, 2013). Many researchers have identified this variable as one of the most important determinants of behavioral tendencies (Fakhoury and Baker, 2016). Therefore, when a customer finds his/her services for banking transactions easier and faster than other banking facilities, he/she is more likely to accept M-banking services. ...
Purpose
The purpose of this study is to investigate important factors that help explain customer willingness to adopt mobile banking (M-banking). To this end, the unified theory of acceptance and use of technology 2 (UTAUT2) was applied and to more accurately predict customer behavioral intentions, it was attempted to extend it.
Design/methodology/approach
The research data were collected from 396 customers of Iranian private banks who had the experience of using M-banking. The structural equation modeling technique was used to test the research hypotheses.
Findings
Findings suggest that performance expectancy, effort expectancy, social influence, facilitating conditions, habit, hedonic motivation, perceived value and trialability are endorsed as proponents of M-banking adoption intention. On the other hand, M-banking adoption intention has also had a significant positive effect on actual use behavior and word-of-mouth (WOM). WOM has also influenced actual use behavior and mediated the relationship between M-banking adoption intention and actual use behavior.
Research limitations/implications
The present study focuses on private banks, therefore, although it is sufficient, it is limited to private cases. This study contributes to the literature on M-banking services and actual use behavior. By appropriately focusing on M-banking adoption intention and the service quality provided, banks can strengthen their relationships with customers, thereby stimulating actual customer behavior such as actual use behavior and WOM.
Originality/value
From theoretical and managerial aspects, this study has particular value for the literature on M-services’ intention in general and banking in particular. The present study provides a conceptual framework for M-banking adoption intention, which could be used in M-banking services. In addition, this study sought to extend UTAUT2 and to examine the mediating role of WOM in actual use behavior motivation as well.
... For consumers to choose any service or technology, their belief that they can derive better performance out of using a certain technology is the main decisive factor. Many researchers believe PE is the most significant factor in for BI [5,31]. ...
This study demonstrates the adaption of Unified Theory of Acceptance and Use of Technology 2 to investigate how factors like effort expectancy, performance expectancy, social influence, price value, habit, facilitating conditions and hedonic motivation influences consumers intention, subsequently impacting users’ mobile financial services adoption. This study also shed light on the rural and urban perspectives by comparing the results of two different models. Also, this study applied gender as a moderator to gauge its effect between users’ intention and their adoption process. A self-administered questionnaire was developed using established scales. A survey on 392 respondents was conducted in Pakistan. Both SPSS and SmartPLS was used to analyze the data. The study findings revealed that there is a significant difference between factors which influences both rural and urban populations. However, the moderating role of gender was found supported only in the rural sample. This study provides an insight into the perspective of Pakistani consumers’ Mobile Financial Services adoption. The research findings can be adopted as a reference source by the service provider companies in formulating a strategic marketing plan.
... For consumers to choose any service or technology, their belief that they can derive better performance out of using a certain technology is the main decisive factor. Many researchers believe PE is the most significant factor in for BI [5,31]. ...
This study demonstrates the adaption of Unified Theory of Acceptance and Use of Technology 2 to investigate how factors like effort expectancy, performance expectancy, social influence, price value, habit, facilitating conditions and hedonic motivation influences consumers intention, subsequently impacting users’ mobile financial services adoption. This study also shed light on the rural and urban perspectives by comparing the results of two different models. Also, this study applied gender as a moderator to gauge its effect between users’ intention and their adoption process. A self-administered questionnaire was developed using established scales. A survey on 392 respondents was conducted in Pakistan. Both SPSS and SmartPLS was used to analyze the data. The study findings revealed that there is a significant difference between factors which influences both rural and urban populations. However, the moderating role of gender was found supported only in the rural sample. This study provides an insight into the perspective of Pakistani consumers’ Mobile Financial Services adoption. The research findings can be adopted as a reference source by the service provider companies in formulating a strategic marketing plan.
... Al-Zoubi (2008) suggests that trust is one of the most important catalysts affecting citizens' decisions to adopt and use e-government systems. The importance of trust as a decisive factor in determining the success or failure of e-government has been reiterated in other studies (Fakhoury & Baker 2016;Shalhoub 2006;Zhao & Zhao 2010). The measure of trust is based on two fundamental aspects: the trust in the Internet and the trust in the e-government system. ...
Background: Many Southern African Development Community (SADC) countries are adopting and implementing e-government systems to improve the efficiency and effectiveness of their service delivery systems, and Zimbabwe and Zambia are not an exception. However, scholars have noted that the acceptance and utilisation of e-government systems by citizens in Zimbabwe and Zambia is affected by many factors, among others, perceived privacy, perceived security, perceived trust, perceived risk and optimism bias.
Objectives: The aim of this study was to investigate the effect of privacy, security, trust, optimism bias and perceived risk on citizens’ use behaviour of e-government systems in the SADC.
Method: This study proposes an e-government utilisation model. A quantitative design was employed to collect data from a survey of 489 e-government users in Zambia and Zimbabwe to test the model fit using structural equation modelling.
Results: Perceived lack of privacy, security, trust; perceived risk and optimism bias were all confirmed as salient factors affecting the utilisation of e-government systems by citizens in Zambia and Zimbabwe. The structural equation model results confirmed the model fit of the proposed e-government research model. All eight hypotheses for this study were confirmed.
Conclusion: The findings of this study provide pointers to practitioners, decision-makers and policymakers on e-government matters on the need to seriously consider privacy, security, risk and trust issues of e-government systems to encourage the utilisation of such systems by citizens.
... Performance expectancy reflects an individual's awareness that a technology causes enhancements in service performance, be it through augmented response rate, efficiency and/or accessibility (Chiao-Chen, 2013). Many researchers consider this variable to be one of the most significant determinants of individual behavioral intentions (Fakhoury and Baker, 2016). Therefore, a consumer is more likely to adopt m-banking services if he/she perceives that these services will ease and IJBM expedite their banking transactions when compared to other banking facilities (Tan and Lau, 2016). ...
Purpose
The purpose of this paper is to study the important factors which help explain consumer intention and use behavior in mobile banking (m-banking) adoption. All constructs of the unified theory of acceptance and use of technology 2 are studied. Non-monetary value is studied through perceived value. Trust and perceived risk are also included to predict intention.
Design/methodology/approach
A questionnaire was utilized to evaluate customer responses on a five-point Likert scale. A convenience sampling technique was used to collect data from a sample of 490 respondents in Pakistan. The data were analyzed using AMOS and SPSS for Cronbach’s α, CR, CMV, AVE, Harmon’s single factor test, correlation and structural equation modeling.
Findings
The results of the study show that most of the predictors of intention, including perceived value, performance expectancy, habit, social influence, effort expectancy, hedonic motivation (except for facilitating condition), perceived risk and trust, are significant. All predictors of usage behavior are significant.
Research limitations/implications
A cross-sectional study was conducted due to time constraints.
Practical implications
Bank managers must focus on improving customers’ intentions to use m-banking as well as on providing facilitating conditions to increase its actual use. To boost mobile banking, banks’ management must consider the customers’ habits while designing their m-banking products.
Originality/value
The findings of this paper are not only interesting in terms of boosting m-banking diffusion rate, but also in terms of financial inclusion of the vast majority of mobile users. Further the impact of intention, facilitating condition and habit were checked on actual use behavior since people tend not always to act upon their intentions.
Keywords:
Pakistan, Intention, Bank customers, M-banking, UTAUT2, Use behaviour
This research looks closely on application of cloud computing technologies for enhanced e-Government services in Edo State. The government has a big responsibility to provide maximum service to citizens. The aim of many governments is to provide online services and make it reachable to beneficiaries as such many governments, therefore aim to develop government services by including cloud computing as a platform to provide services. However, technological developments, especially cloud computing, can be an alternative solution for effective information delivery. The hypothetical message of this research emphasizes the need to believe in digital infrastructure and cultural differences in the design and implementation of e-Government using cloud computing technology to achieve optimal equality of access to government services. Several literature works were closely examined on the various e-government services in Edo State, the benefits of cloud computing in e-government services were discussed, challenges and possible solution were discussed.
This study aims to investigate the factors influencing the acceptance of mobile payments (m-payments) among Generation Z in India. A mixed-methods approach combining quantitative surveys and qualitative interviews will be employed to collect data from a representative sample of Generation Z individuals across different regions of India. The study will draw upon existing theories of technology acceptance and adopt a theoretical framework to analyse the collected data. Three hundred eighty-one members of generation Z from different regions of Gujarat who had used mobile banking were the study data source. The investigation of the hypothesis was tested using the methods of structural equation modelling. Findings imply that M-Banking acceptability among Gen Z in India is supported by performance expectation, effort expectancy, social influence, enabling condition, hedonic incentive, and perceived value. The findings of this study will contribute to academia, industry, and policymakers by shedding light on the key drivers and barriers influencing Generation Z's acceptance of m-payments in India. This knowledge will assist in the development of targeted strategies to enhance m-payment adoption, thereby facilitating financial inclusion and digital transformation in the country.
Mục đích – Mục đích của nghiên cứu này là điều tra các yếu tố quan trọng giúp giải thích sự sẵn sàng của khách hàng đối với việc sử dụng dịch vụ ngân hàng di động (M-banking). Để đạt được mục tiêu này, lý thuyết thống nhất về chấp nhận và sử dụng công nghệ 2 (UTAUT2) đã được áp dụng và để dự đoán chính xác hơn ý định hành vi của khách hàng, người ta đã cố gắng mở rộng lý thuyết này. Thiết kế/phương pháp/cách tiếp cận – Dữ liệu nghiên cứu được thu thập từ 396 khách hàng của các ngân hàng tư nhân Iran đã có kinh nghiệm sử dụng M-banking. Kỹ thuật mô hình hóa phương trình cấu trúc được sử dụng để kiểm định các giả thuyết nghiên cứu. Các phát hiện – Các phát hiện cho thấy kỳ vọng về hiệu suất, kỳ vọng về nỗ lực, ảnh hưởng xã hội, điều kiện thuận lợi, thói quen, động cơ khoái lạc, giá trị nhận thức và khả năng dùng thử được xác nhận là những người ủng hộ ý định áp dụng M-banking. Mặt khác, ý định chấp nhận M-banking cũng có tác động tích cực đáng kể đến hành vi sử dụng thực tế và truyền miệng (WOM). WOM cũng đã ảnh hưởng đến hành vi sử dụng thực tế và làm trung gian cho mối quan hệ giữa ý định chấp nhận M-banking và hành vi sử dụng thực tế. Hạn chế/ý nghĩa của nghiên cứu – Nghiên cứu hiện tại tập trung vào các ngân hàng tư nhân, do đó, mặc dù nó đầy đủ, nhưng nó chỉ giới hạn trong các trường hợp tư nhân. Nghiên cứu này đóng góp vào các tài liệu về dịch vụ M-banking và hành vi sử dụng thực tế. Bằng cách tập trung thích hợp vào ý định chấp nhận M-banking và chất lượng dịch vụ được cung cấp, các ngân hàng có thể củng cố mối quan hệ của họ với khách hàng, từ đó kích thích hành vi thực tế của khách hàng như hành vi sử dụng thực tế và WOM. Tính mới/giá trị – Từ các khía cạnh lý thuyết và quản lý, nghiên cứu này có giá trị đặc biệt đối với các tài liệu về ý định của M-service nói chung và ngân hàng nói riêng. Nghiên cứu hiện tại cung cấp một khung khái niệm cho ý định chấp nhận M-banking, có thể được sử dụng trong các dịch vụ M-banking. Ngoài ra, nghiên cứu này đã tìm cách mở rộng UTAUT2 và kiểm tra vai trò trung gian của WOM trong việc thúc đẩy hành vi sử dụng thực tế.
Based on the expanded UTAUT model, this paper studies the digital transformation in resident management in Hoang Mai District (Hanoi) by using the electronic identification application (VNeID) to assess the factors that have a significant impact on Hanoi residents' decision to use VNeID. According to the findings of the data analysis, factors such as price value, safety, facilitation conditions, effort expectancy, and performance expectancy have a significant impact on the user's intention to use the VNeID. By using the extended UTAUT model and regression solutions by SPSS, the research set up the ground for orientation and methods to promote the development of VNeID. Furthermore, research contributes to increasing the effectiveness of the database for people and businesses to benefit from, increasing the number of residents using the VNeID to perform online public services.
In its resolve for digital banking, the researchers have developed various models like TAM, UTAUT 1 and UTAUT 2 which aim to identify the key drivers of digital banking. This study primarily intends to comprehend the significance of different drivers of digital banking by developing a hierarchical model of key drivers of digital banking. The hierarchical model is done using Interpretive Structural Modeling (ISM. The study comprises of the drivers that could be directly impacting the adoption of digital banking. These constructs have been categorized and mapped using driving power-dependence diagram.
The shifting trend toward m-banking services has caused competition, as multiple banks compete to convince customers to adopt m-banking services, and so must deliver excellent services. As a result, banks must prioritize meeting client expectations and providing high-quality services to compete. This study aims to examine the factors influencing Muslim students’ intentions to use mobile banking (m-banking) in Islamic banks (IB), conventional banks (CB), and conventional Islamic banks in Indonesia (ICB). The study sample consisted of 315 Muslim students who use m-banking in Islamic banks, 369 Muslim students who use conventional banks, and 207 Muslim students who use conventional Islamic banks. The partial least square (PLS) method was used to evaluate the unified theory of acceptance and the use of technology (UTAUT) on Muslim students’ intention in using m-banking. Based on the value of the coefficient of determinant (R2), the UTAUT model in this study is classified as a moderate model. This study reveals that facilitating conditions (FC), habit (HA) and performance expectancy (PE) affect Muslim students’ intentions to use m-banking at Islamic and conventional banks. Meanwhile, the intentions of Muslim students who use m-banking in conventional Islamic banks is influenced by effort expectancy (EE), FC, HA and PE. Surprisingly, social influence (SI) has no effect on Muslim students’ intentions to use mobile banking at Islamic, conventional, and Islamic conventional banks.
We developed a contextualized model to predict the use of technology among the urban poor. Based on the core idea that, in developing countries, the urban poor face different challenges from those of the rural poor, we argued that five key facilitating conditions (FC)—namely, infrastructure, technical and support services, legal and regulatory framework, financial factors and affordability, and self-efficacy—are the central drivers of both non-instrumental and instrumental use of mobile devices. Situated in the unified theory of acceptance and use of technology (UTAUT), these FC were found to be important drivers in our study conducted among 396 mobile phone users in a poor urban area in Malaysia. In addition to extending a key UTAUT construct to an important context, our results have important practical implications, in that, to increase non-instrumental and instrumental use, careful attention should be given to co-development of mobile phone friendly policies pertaining to FC in developing countries.
As a young democracy, many attributes shape our behaviour as we consider what South Africa is as a nation developing from a now abandoned historical path. To understand the impact dynamics of a pluralistic society coming together, a tailored segmentation model was developed. The model was based on four constructs: national identity, national pride, active citizenship and social cohesion. The aim was to encompass insight into attitudes, behaviours, and opinions as they are manifested in the realms of politics, business and civil society. A multi-methodological approach was followed, including Omnibus, online survey, focus group and in-depth interview methods, resulting in ten behavioural groups or segments that articulate the key anchor points of South Africans. Monitoring these groups yields insight into levels of integration, social engagement and citizenship, and assists in building a body of knowledge to inform and direct a nation in the making.
E-justice projects are facing major challenges in different countries although results from these projects differ by country. Obviously, a better understanding of stakeholders’ expectations, and their outlooks towards e-justice is an important research issue. This article analyses challenges facing digital transformation in justice based on a case-study
research methodology, then proposes a conceptual model of e-justice success that places domain specific characteristics as the core for any e-justice strategy. The result is a domain specific conceptual model for success that extends generic egovernment and on Information Systems success models. This model contributes to success of digital transformation projects in justice undertaken by governments, local and international organizations working in the field of support to the modernization and capacity building of the administration of justice in countries at different stages of development more specifically under-development. It also reinforces the existing literature on digital transformation in justice since it is almost non-existent. Firstly, we present the specificities of the European judicial system, secondly we describe developments in ejustice, and thirdly we discuss some major challenges faced in some e-justice projects in countries in Europe and eventual transformation in the functioning of the judicial system through new technologies. Finally, we present and discuss the conceptual model by describing key factors contributing to e-justice success
Many governmental organisations across the world are progressively implementing electronic government systems to enhance their back-office operations and offer better and efficient services to citizens. Zimbabwe is not an exception to this e-government wave. Previous studies note that the acceptance and utilisation of e-government systems by citizens in Zimbabwe remains suboptimal, sluggish and problematic due to several factors. This study sought to establish the effect of seven predictor variables on citizens’ behavioural intentions to use e-government systems in Zimbabwe. Drawing from the extended Technology Acceptance Model (TAM2), extended Unified Theory of Acceptance and Use of Technology (UTAUT2), Framework for National and Donor Action, and e-Government Trust model as theoretical underpinnings, this study proposed a conceptual framework to predict citizens’ behavioural intentions on e-government. Survey data for testing the conceptual framework were collected from 247 respondents in Zimbabwe using structured questionnaires. Confirmatory factor analysis using IBM AMOS structural equation modelling method was conducted to establish the structural model fit of the proposed model. Findings of this study establish that eight of the hypothesised constructs explain 89% of the discrepancies of behavioural intention to demonstrate good predictive power of the proposed model in voluntary environments. Thus, level of education, facilitating conditions, e-government awareness, price value; privacy, security and trust; political self-efficacy and influence were all confirmed as salient predictors of e-government adoption. These findings provide invaluable insights and pointers to practitioners and policy-makers on e-government implementation and may guide further research on e-government adoption in voluntary environments.
Some firms are more active at using their tacit knowledge capital than others. This can affect innovation activities and improve performance among firms with corresponding resources. The current study critically examines the literature of tacit knowledge and introduces a novel concept - effectuation - to determine whether the interplay of these two dimensions can lead to positive results in a firm’s innovative capability. In particular, the purpose of this study is twofold: First, it proposes a better matching of tacit knowledge with innovative performance in organizations. Second, it puts forward that individuals with an effectual approach will improve the innovative capability among individuals in organizations. To achieve these purposes, 162 surveys from a service industry in Lebanon were collected and the Structural Equation Modeling (SEM) was used as a statistical methodology. The study concludes that there exist multiple tactics to innovation management which play an important role in embracing different perspectives in their analysis.
Lebanon is making significant investments in e-government technology hoping to improve its citizens’ quality of life while decreasing corruption. This chapter will study the challenges and opportunities of achieving these objectives by implementing e- government technology in an emerging country and providing strategies and policy recommendations. A variety of important challenges facing e-government development in Lebanon have been identified. The focus is on prioritizing e-service citizen demand over government supply, on improving the strong technical resources available to reach as many citizens as possible specifically in rural areas, and on improving the overall development of e-government at the country level. This study is a longitudinal contribution aimed at extracting the common drivers of the e-services availability and diffusion across Lebanon by studying the relationship between demand and supply driven indicators. The authors empirically address the explanation of the e-government indicators and their correlation with the intention to use e-services. This quantitative study shows that only the technical infrastructure has a positive strong correlation with the behavioral intention to use e-services. The challenge facing the government is to understand the citizens’ demands and coping strategies and to provide the proper human and technical infrastructure that will facilitate the transition to e-services. This can be achieved by investing in a new e-services infrastructure allowing citizens to efficiently interact with the government. The government will hence achieve its objectives of better serving its citizens who will be involved in the design and use of public services thus ensuring the well-being of all.
E-government is undergoing a dramatic change, especially in developed countries, but also in many parts of the developing world. Advancement in technology and pluralization of citizen friendly e-service provision are the driving forces behind these changes. This paper argues that e-government in developing countries need to embrace these changes selectively and draw on a range of e-government models that are appropriate to different contexts while putting the needs and interests of citizensat the heart of reform efforts.The paper explores the limitations of hierarchy and rigidity associated with the traditional e-government approach and the problems of disintermediation associated to this perspective.In order to tap on the resources of the e-government and maximize the relationship with the citizens and its impacts, this study is building on a structuralized concept “I-government”as a complementarity to e-government that offers a better solution of citizens that shall extend the coverage to non-users of e-services.I-government serves intelligently all citizens with services adapted to their characteristics, needs and wants. It is the implementation of all the necessary tools (ICT or non-ICT) to reach efficient and transparent public services. One of the tools is the disintermediation that are mainly based on reducing the cost of services transactions.Thus, the contribution of this paper is to create a framework of the role of human intermediary which aim to reduce the gap between i-government readiness and citizen’s ability to use the e-services.The paper examines the case of Mukhtar’s laws and regulations in a developing country and how they can shape the public sector reform agenda highlighting the factors that might impact these reforms if implemented efficiently
Purpose- The purpose of this study is to explore and investigate empirically the relationship between perceived usefulness, perceived ease of use, perceived information quality, and intention to use egovernment to gather information and conduct transactions by Jordanian citizens. Motivations- The motivations for conducting this study are: this work has never been done in the Jordanian e-government context; there is a significant part of e-government literature that investigates various factors that determine intention to use e-government in developed countries, however, there is a dearth of studies that investigate intention to use e-government for gathering information and conducting transactions in developing countries; and finally, it is an empirical research where important findings emerge and as a result, relevant managerial implications are provided. Design/methodology/approach- A questionnaire survey was developed based on the related literature. The original version of the questionnaire was in English then translated into Arabic. The questionnaire was circulated to a selected sample of Jordanian citizens who are aware of e-government services. Findings- The results of data analysis have revealed that Jordanian citizens perceive that e-government system is useful, easy to use, and to some extent has a high level of information quality. The results have also showed that there is a significant positive relationship between perceived usefulness, perceived ease of use and perceived information quality and intention to use egovernment for gathering information and conducting transactions. Finally, the results suggest that citizens' gender and level of education make some differences in terms of using e-government for gathering information rather than for conducting transactions. Research limitations- This research has not taken into consideration all the contextual factors that may determine intention to use e-government for gathering information or conducting transactions. Also, it did not take into account the possibility of any intervening, mediating, and moderating variables that may strengthen the hypothesized relationships in the research model. Practical implications- As this research focuses on perceived usefulness, perceived ease of use, perceived information quality and tries to link those with intention to use, as result; it will encourage the use of e-government for gathering information and conducting transactions. It also raises the policy and decision makers' awareness of how Jordanian citizens are going to use e-government services. Finally, it gives e-government project national team an idea of how to design e-government strategy according to citizens' needs.
Despite increasing investment by governments globally, citizens in some countries are less willing to engage with e-government innovations. While previous studies have examined what might encourage citizens to adopt e-government services more broadly, further research is required to understand those factors that impede or enable e government adoption in countries that have, or are in the process of, transitioning to democratic self-rule. This study is the first to investigate citizen attitudes to e-government adoption in the Kurdistan Region of Iraq and thus provides insight into the factors affecting the adoption of e-government within an emerging democratic state. This study also distinguishes between two types of e-government services; informational and transactional. Thus a research model with two elements is developed and tested; one for intention to use informational e government and one for intention to use transactional e-government. Data were collected through a survey administered to university students and non-academic employees in Arbil the capital city of Kurdistan, and analysed using structural equation modelling. Perceived usefulness, social influence, trust in government and perceived risk were found to be significantly and directly associated with the intention to use both kinds of e-government services. However perceptions of ease of use, information quality and trust in the Internet were not significant.
Purpose
– The purpose of this paper is to investigate the role of trust in understanding usage of e-government services in South Africa. Of interest are services that involve two way interactions between citizens and government.
Design/methodology/approach
– Qualitative and quantitative data were collected from members of the public using in-depth interviews and a structured questionnaire, respectively.
Findings
– The findings show that trust in internet and in government as a provider of e-services are important factors that differentiates users and non-users of e-government services. The two factors are also significantly related to willingness to start using e-government services. Trust in e-service provider unlike trust in internet was however found to be a stronger differentiator of users and non-users and to have a stronger relationship with willingness to start using e-government services.
Practical implications
– Efforts aimed at promoting use of e-government services need to be based on a good understanding of factors that impact on citizens’ decisions in this regard. Such efforts need to include activities targeted at improving people’s trust in government’s ability to provide reliable and secure e-services.
Originality/value
– While provision of government services using the online channel is a growing phenomenon in most African countries, not much research has been done into what governments should focus on in order to entice more citizens to take up this channel. This study contributes to addressing this gap.
Active citizenship and trustworthiness may affect behavioural intentions to use e-government services. Such uses of information and communication technologies may improve public administration, yet adoption of e-government systems by end users has remained far below expectations, despite continued efforts in many countries. The low adoption and use of e-government services by end users thus remain major barriers to successful e-government implementation that might be addressed by greater trust in government, the Internet, and technology, as well as increased citizenship beliefs and actions. Active citizenship implies empowered, engaged, participatory citizens. The results of this quantitative study, conducted in the unique setting of Lebanon, show that by developing trustworthiness and active citizenship, citizens will increase their behavioural intention to use of e-government services. Thus, intentions to use public e-services grow stronger when the government foster trustworthiness and empowers average, passive citizens.
The present research examines the plausibility of the Unified Theory of Acceptance and Use of Technology (UTAUT) model in predicting internet banking behaviour as a newly adopted technology in third world countries. Data is collected from three Arab countries: Jordan, Saudi Arabia and Egypt. Confirmatory factor analysis is used to test the hypothesized structural model. Findings are congruent with model testing under conditions of volitional usage behaviour. In this regard, the role of facilitating conditions variable is insignificant as a determinant of usage behaviour. Social norms variable also proved to be weak determinant of behavioural intentions. Findings demonstrate effort expectancy as the key determinant of internet banking usage behaviour in the examined markets, while users’ experience moderates the impact of effort expectancy on behavioural intention. Results should enhance our understanding of internet banking usage in developing countries and support e-services promoting in this region.
E-government facilitates provision of relevant government information in electronic form to the citizens in a timely manner and better service delivery to citizens. Information Technology today is recognized as an effective tool for turning the economic activity in efficient governance and in developing human resource. E-government is a kind of governmental administration which is based on ICT Services. The essence of e-government is using information technology to break the boundary of administrative organizations, and build up a virtual electronic government. E-government initiatives are common in most countries as they promise a transparent, citizen-centric government and reduce operational cost. Emerging with E-government, theories and practices of public administration have stepped into a new knowledge era. E-government presents a tremendous impetus to move forward with higher quality, cost-effective, government services and a better relationship between citizens and government. This paper discusses the different issues, challenges, adoption factors for e-government implementation, conceptual demarcation on these factors and, presents a conceptual framework for better e-government performance.
Purpose
The purpose of this paper is to systematically review and analyse the critical challenges and barriers of e‐government adoption. Such review aims to suggest the salient facts about the issues of successful implementation or adoption of the e‐government services under different circumstances to the researchers.
Design/methodology/approach
A total of 78 relevant research papers reviewing and analysing the challenges, barriers, and critical success factors were selected from a set of overall 448 articles on e‐government adoption research. These studies were comprehensively reviewed to examine some of the most significant supply and demand‐side challenges, barriers, and critical success factors explored by different studies in this context.
Findings
The findings indicated that technological barriers, lack of security and privacy, lack of trust, lack of resources, digital divide, poor management and infrastructure, lack of awareness, legal barriers, lack of IT infrastructure, and resilience were among some of the most commonly experienced challenges and barriers across the relevant studies. Moreover, it was also found that challenges and barriers associated with supply‐side (i.e. implementation) ( C =53) were almost three times to the one applied to the demand‐side (i.e. adoption) ( C =18). Furthermore, it was also found that citizen's satisfaction, information accuracy, security, and privacy were some of the critical factors for the success of e‐government initiatives.
Research limitations/implications
This research only reviews the challenges, barriers and critical success factors and leaving apart many other research themes such as impact, digital divide, security, privacy, trust, and risk of e‐government adoption. Moreover, the theoretical and methodological paradigm of this research have not been explored.
Originality/value
This paper presents a comprehensive review of the challenges, barriers, and critical success factors of the e‐government adoption research both with regard to supply as well as demand side. Such review allows us to provide not only a brief account of the issues experienced in the e‐government research, but also prescribes the guidelines for the governments to consider certain facts before successfully implement their e‐government initiatives. Such a comprehensive review of e‐government adoption literature has not been performed earlier.
Purpose
The purpose of this paper is to explore the factors that enable end‐user adoption of e‐government services in Pakistan, where these facilities are at a rudimentary stage.
Design/methodology/approach
Following previous research on e‐government services adoption, this study employs the Unified Theory of Acceptance and Use of Technology (UTAUT) model to examine the influential factors of the adoption and use of e‐government services in Pakistan from a citizen perspective. An online survey was conducted and a statistical descriptive analysis was performed on the responses received from 115 Pakistani citizens.
Findings
In line with previous research, the findings show that performance expectancy, effort expectancy, facilitating conditions and social influence are the factors that affect the user's adoption of e‐government services in Pakistan. Furthermore, the results show that lack of awareness, user data privacy, lack of appropriate support and assistance hamper the process.
Practical implications
The findings are useful for policy‐makers and decision‐makers to develop a better understanding of citizens' needs. The adopted model can be used as a guideline for the implementation of e‐government services in Pakistan. This study suggests that government should run extensive advertising campaigns to ensure that people are aware of the services and use them. This implies that government should place emphasis on increasing awareness of the services, show the benefits of citizens, and encouraging confidence in the system.
Originality/value
This study is one of the few to examine what influences citizens adoption of e‐government services in South Asia. This paper is the first step exploring end‐user adoption of the e‐government services of Pakistan using UTAUT model. Corresponding to previous research, this study enforces the significance of particular factors that need to be considered when the goal is to increase e‐government services adoption in developing countries, particularly South Asian.
The aim of this research is to investigate citizens’ behaviour and the role of ‘Citizen Service Canters’ (CSCs) in e-Government adoption. The ultimate aim is to contribute to the understanding of the user's intention drivers or barriers at the local government level in adoption and diffusion of e-Government realms in Greece, building a theory and proposing a validation research framework, by using a quantitative research approach. It validates the UTAUT model in the Greek context focusing on the importance of CSCs as intermediaries. A SEM validation of the proposed model reveals that ‘performance expectancy’, ‘effort expectancy’, ‘trust of intermediary’ played by CSCs, ‘trust of the government’, ‘trust of internet’, and finally ‘social influence’ are key drivers influencing directly or indirectly the user's intention. At the practical level, the research aims to help e-Government policy decision makers and web designers to better plan, design and implement policies and strategies to increase the take up of e-Government services.
This paper examines user intentions to accept or reject public e-services in Lebanon based on the model of acceptance of technology in households MATH and on the two-factors theory. Data were gathered in 2009 in two phases via interviews with open-ended questions in the first stage and through a survey questionnaire in the second phase. Results of the qualitative and the quantitative studies show that only a small percentage of Lebanese intended to accept government e-services. For intenders, perceived usefulness, perceived government support, computer self efficacy, and perceived government influences are key drivers of the e-services acceptance intention. For non-intenders, barriers such as fear of government control, lack of trust in security and privacy of personal information, lack of support, and lack of knowledge were most significant. In both studies, fear of government control was the most important determinant. Willingness to use public e-services will take place if the Lebanese government develops trust relationships with citizens, provides assurances that their financial details are secure, provides guarantees to protect the privacy of citizens, and does not employ e-services to increase political control over its citizens.
E-government provides opportunities to deliver various services more effectively and better serve citizens. In developing countries, e-government initiatives provide services that have been previously inaccessible to their citizens. However, e-government initiatives in developing countries are still in their infancy and face a wide range of barriers that restrict wide-spread use. Like many other developing countries, Pakistan has a low level of e-government services adoption. Previous research has investigated e-government services in developing countries from the organizational perspective. However, the research stream suffers from an absence of studies that have investigated e-government from a citizen's perspective. The success of e-government services depends on government support as well as on citizen's adoption. This paper aims to fill this gap by exploring the challenges and barriers of e-government services from the user's perspective. In this study, an amended version of the UTAUT model is used to investigate the factors influencing the uptake of e-government services in Pakistan. The results show that the factors influencing the adoption of e-government services in Pakistan are related to ease of use, usefulness, social influence, technological issues, lack of awareness, data privacy, and trust. Implications for e-businesses and government policy decision makers are also considered in this study.
The following paper presents current thinking and research on fit indices for structural equation modelling. The paper presents a selection of fit indices that are widely regarded as the most informative indices available to researchers. As well as outlining each of these indices, guidelines are presented on their use. The paper also provides reporting strategies of these indices and concludes with a discussion on the future of fit indices.
In order to provide more accessible, accurate, real-time information for citizens, government E-services, such as information kiosks, have been set up in many public places. Although the public sector has promoted this E-Government service for many years, its uses and achievements are few. Therefore, this paper explores the key factors of user acceptance through a research survey and by gathering empirical evidence based on the Unified Theory of Acceptance and the Use of Technology (UTAUT). Data collected from 244 respondents was tested against the research model. The results lead us to make several recommendations for the public sector and policy-makers to use as guidelines for the future development of this service.
In this article, an attempt is made to explain the descriptive data of a large-scale representative survey of the use of government Internet services by the Dutch population in 2006 by means of a multidisciplinary model of technology acceptance and use that is applied to these services. Ultimately, the model is tested with structural equation modeling techniques. It appears to fit to the data after some modifications and exclusion of variables. The ultimate model could be used to explain the acceptance and use of government Internet services. The larger correlation model could serve as a framework for research of Internet services in general.The social–demographic and psychological factors usually investigated in new technology acceptance and usage research do not prove to be strong here. Instead, it is demonstrated that the availability of Internet services, the knowledge of this availability, the preference to use digital channels, and the ability and experience to do this are the primary conditions.The most general conclusion drawn is that the acceptance and use of government Internet services is a matter of learning, and that acceptance and use should be analyzed as a dynamic process. People will stick to their habits of using traditional channels unless they happen to learn a better alternative.Governments are recommended to add a demand-side orientation and benchmarking for the supply of government Internet services and to develop service tracking technologies monitoring usage and users.
ABSTRACT Prior research has provided valuable insights into how and why employees make a decision about the adoption and use of information technologies (ITs) in the workplace. From an organizational point of view, however, the more important issue is how managers make informed decisions about interventions that can lead to greater acceptance and effective utilization of IT. There is limited research in the IT implementation literature that deals with the role of interventions to aid such managerial decision making. Particularly, there is a need to understand how various interventions can influence the known determinants of IT adoption and use. To address this gap in the literature, we draw from the vast body of research on the technology acceptance model (TAM), particularly the work on the determinants of perceived usefulness and perceived ease of use, and: (i) develop a comprehensive nomological network (integrated model) of the determinants of individual level (IT) adoption and use; (ii) empirically test the proposed integrated model; and (iii) present a research agenda focused on potential pre- and postimplementation interventions that can enhance employees' adoption and use of IT. Our findings and research agenda have important implications for managerial decision making on IT implementation in organizations.
During the last two decades, Structural Equation Modeling (SEM) has evolved from a statistical technique for insiders to an established valuable tool for a broad scientific public. This class of analyses has much to offer, but at what price? This paper pro- vides an overview on SEM, its underlying ideas, potential applications and current software. Furthermore, it discusses avoidable pitfalls as well as built-in drawbacks in order to lend support to researchers in deciding whether or not SEM should be inte- grated into their research tools. Commented findings of an internet survey give a "State of the Union Address" on SEM users and usage. Which kinds of models are preferred? Which software is favoured in current psychological research? In order to assist the reader on his first steps, a SEM first-aid kit is included. Typical problems and possible solutions are addressed, helping the reader to get the support he needs. Hence, the paper may assist the novice on the first steps and self-critically reminds the advanced reader of the limitations of Structural Equation Modeling
In recent years, there has been rapid growth in the volume of research output on the topic of e-government. To understand this research better, we used content analysis of eighty-four papers in e-government-specific research outlets (two journals and one conference series). Our analytical focus took in five main aspects: perspectives on the impacts of e-government, research philosophy, use of theory, methodology and method, and practical recommendations. Normative evaluation identified some positive features, such as recognition of contextual factors beyond technology, and a diversity of referent domains and ideas. Alongside this, though, research draws mainly from a weak or confused positivism and is dominated by over-optimistic, a-theoretical work that has done little to accumulate either knowledge or practical guidance for e-government. Worse, there is a lack of clarity and lack of rigor about research methods alongside poor treatment of generalization. We suggest ways of strengthening e-government research but also draw out some deeper issues, such as the role of research philosophy and theory, and the institutional factors – particularly pressures of competition and time – that may constrain development of e-government as a research field.
Information and communication technology facilities offered by the Internet have encouraged not only business enterprises, but also governments around the globe to invest significantly into electronic service delivery in the form of e-government. While the numbers of the different national e-government initiatives have rapidly increased in the last three years, the success of these will largely depend on whether the services they offer will be used by the citizens of the respective countries. Initial efforts to deploy e-government in the UK suggest that many local boroughs are lagging behind the national expectations for e-government due to various social and technical challenges. This paper will identify and examine the impact of these challenges on realising e-government through the results of an exploratory study in one of the largest
The growing interest in e-Government raises the question of how governments can increase citizen adoption and usage of their online government services. e-Government becomes especially important given its potential to reduce costs and improve service compared with alternative traditional modes. Citizen trust is proposed to be an important catalyst of e-Government adoption. By investigating online tax services, already available and used extensively in the West, we propose several ways in which governments can increase citizen trust and thus encourage the adoption of this new and potentially significant mode of government service. The proposed e-Government adoption model also takes in account issues of cultural variables, risk, control and technology acceptance. Institution-based trust, such as an independent judicial system with appropriate legal powers, is proposed to be the major tactic to build trust in e-Government. In addition, among new users of online government services, characteristic-based and cognitive-based antecedents should be crucial; general psychological dispositions and knowledge of the process should also engender trust. Among experienced users, on the other hand, it is suggested that the nature of previous interactions with the e-Government system should be the major predictor of trust, and hence of continued use. These propositions are elucidated, as they apply to different cultures and to high-intrusive versus low-intrusive government services. This study has practical implications for the design of mechanisms for the adoption of e-Government.
As a solution to declining political and civic participation, many governments are seeking to increase the number of citizens who participate in policy-making and governance. Contrary to early expectations, recent research suggests that new information and communications technologies (ICTs) may not increase participation rates in formal organisations, and so may not improve participation rates. The Mobhaile project in Ireland is an example of a local government initiative which combines service provision ('e-government') functions and facilities for voluntary, community and business organisations that enhance social capital in local communities, while also enabling civic participation functions ('e-governance'), in a single web-based geographical interface. Such projects enable citizens to access government services and encourages them, as part of this process, to also participate in local activities that build social capital in the community. The resulting mix can be an effective basis for greater political and civic participation. 1. Government, governance and participation Throughout the world, public confidence in political institutions (Bok 1997; Norris 1999; Perry and Webster 1999) and political participation as, evidenced by reduced voter turnouts (Blondel, Sinnott et al. 1998; Eijk and Franklin 1996), has been diminishing. Governments have decided that these trends are problematic, and have sought to increase the number of citizens who participate in governance by broadening the network of citizens who involve themselves in policy formation (Organisation for Economic Co-operation and Development 2001). Differing policy proposals to increase participation by citizens in policy formation and evaluation have emerged, and an obvious means of increasing civic commitment is to use new technologies to enable greater participation and information exchange by citizens (European Commission. 2001; Norris 1999; Organisation for Economic Co-operation and Development. 2001; Steele 1998). After all, e-government initiatives have already utilised new technologies to decrease administrative costs and improve service delivery (Commission of the European Communities 2003). Thus, various 'e-participation' or 'e-inclusion' projects have attempted to create citizen-based groups via online forums, virtual discussion rooms, electronic juries or electronic polls (Organisation for Economic Co-operation and Development 2003). Although such projects receive some support from the governments, these projects have had limited impact and have not yet led to clearly defined policy strategies (Organisation for Economic Co-operation and Development 2001). In the European Union, for instance, a recent Commission document on e-participation (Commission of the European Communities 2003) could only propose that all eGovernment strategies should "promote … online democratic participation" i .
Many surveys and studies to date have pointed out that there is a considerable gap between expressed interest from potential
users and the actual use of e-government information and services. However, the factors influencing that gap have not yet
been fully explained and understood. This paper therefore investigates the real driving forces concerning the ‘demand’ side
of egovernment and the take-up of public e-services. The paper summarises the findings of similar studies carried out in other
countries and compares them with the results of the extensive study carried out in Slovenia during 2004 and 2006, with a focus
on user expectations and satisfaction.
This paper reviews and discusses e-government (e-gov) issues in general, its global perspective, and then reports the findings of a survey concerning impact of gender and education amongst the e-gov users in Turkey. Although the impact of gender and education in the use of e-gov has long been attracting interests of academics, no quantitative research has ever been realized in this field in the country. The survey was conducted among e-gov users with different gender and level of education from different sectors such as ordinary citizens, government, and private sectors. According to the comparative analysis the use of e-gov content and services is pervasive and is closely linked to gender and level of education.
Many surveys and studies to date have pointed out that there is a considerable gap between expressed interest from potential users and the actual use of e-government information and services. However, the factors influencing that gap have not yet been fully explained and understood. This paper therefore investigates the real driving forces concerning the 'demand' side of egovernment and the take-up of public e-services. The paper summarises the findings of similar studies carried out in other countries and compares them with the results of the extensive study carried out in Slovenia during 2004 and 2006, with a focus on user expectations and satisfaction.
Although Gulf countries have invested large sums of money in implementing e-government services, adoption rates have been
low due to various social, political and demographic reasons. This study aims to provide a better understanding to citizens’
adoption of e-government services through conceptualizing the role of intermediary organisations within e-government. In particular,
this paper examines the importance of intermediaries in the adoption of e-government from a citizens’ perspective and the
potential influence they have on bridging digital divide in societies. Following previous studies on e-government adoption,
the study employs the unified theory of acceptance and use of technology (UTAUT) to examine the influence of intermediaries
on citizens’ adoption of e-government services in the context of Madinah city in Saudi Arabia. The results in this study indicates
that the citizens’ efforts towards using e-government services, their trust of the Internet and their trust of intermediary
organisations contribute significantly towards their e-government adoption behaviour. Further, the facilitating conditions
the intermediary organisations offer have a significant impact on the usage of e-government services.
SEM have two part that is structural model and measurement model. Composite structural model and measurement model testing enable to test the measurement error as part indivisible of SEM. Based on that condition, SEM can be used and developed to know about a correlation measurement influence in exogen variable and endogen variable, and correlation measurement influence between exogen variable toward structural coefficient. The research use 7 secunder data. Correlation with modification indices information represents the decrease in chi-square and change value of CMINDF and RMSEA to be better whereas at structural coefficient and p-value have not significant change such as at data 1 get structural coefficient and p-value are 0,313 and 0,002, and after correlation error that value be 0,316 and 0,001. The conclusion is that the influence of the correlation measurement error in exogen variable, in endogen variable and between exogen variable not change structural the coefficient significantly.
Despite increasing investment by governments globally, citizens in some countries are less willing to engage with e-government innovations. While previous studies have examined what might encourage citizens to adopt e-government services more broadly, further research is required to understand those factors that impede or enable e-government adoption in countries that have, or are in the process of, transitioning to democratic self-rule. This study is the first to investigate citizen attitudes to e-government adoption in the Kurdistan Region of Iraq and thus provides insight into the factors affecting the adoption of e-government within an emerging democratic state. This study also distinguishes between two types of e-government services; informational and transactional. Thus a research model with two elements is developed and tested; one for intention to use informational e-government and one for intention to use transactional e-government. Data were collected through a survey administered to university students and non-academic employees in Arbil the capital city of Kurdistan, and analysed using structural equation modelling. Perceived usefulness, social influence, trust in government and perceived risk were found to be significantly and directly associated with the intention to use both kinds of e-government services. However perceptions of ease of use, information quality and trust in the Internet were not significant.
The study examines the effects of consumer perception and trust on effectiveness of internet banking habit in Pakistan. Our group completed the survey from 120 respondents and makes a very comprehensive model of the questionnaire to examine the Effectiveness of E-Banking sector. The findings from the study shows that the “Consumer Trust” and “Consumer Perception” should not be negative for the effectiveness of E-banking positive the attitudes of the customer is good for Internet banking sector. The study also contributes the literature by establishing the perception and trust positively that’s intention to make the Effective E-Banking Service.
With the liberalization and globalization, Internet has been used as a medium of transaction in almost all aspects of human living. This study is investigating the factors that influencing the intention to use e-government service among Malaysians. This study integrates constructs from the models of Technology Acceptance Model (TAM), Diffusion of Innovation (DOI) which been moderated by culture factor and trust model with five dimensions. Structured questionnaire was used to collect data from 195 respondents. The result of the analysis showed that trust, perceived usefulness, perceived ease of use, compatibility, perceived relative advantage and perceived image respectively has a direct positive significant relationship towards intention to use e-government service and perceived complexity has a significant negative relationship towards intention to use e-government service. While perceived strength of online privacy protection and perceived strength of data integrity have a positive impact on a citizen's trust to use e-government service. However, the uncertainty avoidance (moderating factor) used in the study has no significant effect on the relationship between the innovation factors (compatibility, complexity, relative advantage and image) and intention to use e-government service. Finally in comparing the explanatory power of the entire intention based model (TAM, DOI and Trust) with the studied model, it has been found that the DOI model has a better explanatory power.
eHealth services are experiencing a slow diffusion in developing countries. Yet, despite the managerial importance of such a question, little research considers e-health and its adoption. This article therefore investigates this topic and aims at better understanding what are the motivational factors influencing medical professionals intention to use eHealth services. Literature on Technology Acceptance Models was first investigated and adapted to the research context with the help of a qualitative study. Then a quantitative study was performed. Data from 10 developing countries revealed atypical findings. Performance expectancy, social influence through moderators, government policy, medical education, and medical knowledge contribute to the intention to use eHealth services in developing countries. Analytical results indicate the importance of government attitude in the adoption of these innovative services. Geographic differences between urban and rural areas also revealed the need for different marketing strategies for these environments. The results of the research were two-fold. First, unique, new constructs based on The Unified Theory of Acceptance and Use of Technology model to measure behavioural intention by medical professionals in developing countries were developed. Second, a model which details relationships between motivational factors and behavioural intention was proposed and validated based on the specific domain of eHealth services. The findings of the study have valuable implications for both academic and management practice in the field of international marketing management.
Governments worldwide are faced with the challenge of transformation and the need to reinvent government systems in order to deliver efficient and cost effective services, information and knowledge through information and communication techno-logies. Development of Information and communication technologies catalyzed and led up to E-government. What is E-government? In this paper, E-government is defined as a way for governments to use the most innovative information and communication techno-logies, particularly web-based Internet applications, to provide citizens and businesses with more convenient access to government information and services, to improve the quality of the services and to provide greater opportunities to participate in democratic institutions and processes. E-government presents a tremendous impetus to move forward in the 21st century with higher quality, cost-effective, government services and a better relationship between citizens and government. One of the most important aspects of e-government is how it brings citizens and businesses closer to their governments. This paper outlines eight different potential types or models in an e-government system that is useful to define scope of E-government studies: Government-to-Citizen (G2C); Citizen-to-Government (C2G); Government-to-Business (G2B); Business-to-Government (B2G); Government-to-Government (G2G); Government-to-Nonprofit (G2N); Nonprofit-to-Government (N2G); and Government-to-Employee (G2E). This paper also examines some examples in E-government practices and presents a generally-applicable framework for analysis of challenges and problems in E-government development.
Much of what was promised has not been delivered by e-government. This necessitates a better understanding of the critical factors necessary for making e-government work. While a number of factors are known to cause e-government failure, this knowledge has not translated into greater success in e-government implementation. This suggests that other, more deep-rooted issues may have remained unaddressed. The nature of modern governance implies that e-government should be looked upon as a network. Application of network concepts like the politics of partner selection, achievement of network goals, institutionalisation processes, network structuring and incentive design can make e-government projects more realistic. We analyse three projects in India based on these issues and argue how a network approach could lead to success of such initiatives. In addition, we show that adoption of a process focus can help in identifying the appropriate partners and facilitate other network processes.
The adoption and diffusion of electronic government is often impeded by many social and individual factors relating to citizens. In this respect, intermediaries have emerged as a new model for delivering e-government services to overcome such obstacles. This study aims to examine the role of intermediaries in facilitating e-government adoption and diffusion using a survey based empirical study of 502 participants in Madinah City in Saudi Arabia. An extended UTAUT model is used as the theoretical basis utilizing trust in the Internet and Intermediaries. The results of this study show that there are significant relationships among the factors that influence intention to use e-government, namely, performance expectancy, effort expectancy, and trust of intermediary. In addition, the findings show that there is a significant relationship between facilitating conditions and usage behavior proving that intermediaries can influence adoption of e-government services.
Electronic tax filing (e-file) in the United States is one of the most rapidly emerging areas of e-government. This study proposes a model of e-file diffusion that integrates acceptance factors and personal factors to assess the impact of adoption, trust and optimism on e-file utilization. To test the model, a survey was administered to 260 participants. The data analysis was conducted using multiple linear regression. The findings indicate that performance expec tancy, social influence, computer anxiety, optimism bias and trust of the government all have a significant impact on intention to use an electronic tax filing system. Implications for practice, suggestions for future research, and limitations of the study are discussed.
This article considers single sample approximations for the cross-validation coefficient in the analysis of covariance structures. An adjustment for predictive validity which may be employed in conjunction with any correctly specified discrepancy function is suggested. In the case of maximum likelihood estimation under normality assumptions the coefficient obtained is a simple linear function of the Akaike Information Criterion. Results of a random sampling experiment are reported.
This paper examines methods for comparing the suitability of alternative models for covariance matrices. A cross-validation procedure is suggested and its properties are examined. To motivate the discussion, a series of examples is presented using longitudinal data.
Purpose
The purpose of this paper is to investigate the influence of six determinants on taxpayers' intention to adopt e‐file systems. The proposed model integrates technology adoption factors from the unified theory of acceptance and use of technology (UTAUT) model with personal perceptions on trust, efficacy, and security into one parsimonious yet explanatory model of e‐file adoption.
Design/methodology/approach
A survey was administered to 304 US taxpayers to capture their perceptions of e‐filing. The survey was developed using existing scales in the literature. Responses were measured on a seven‐point Likert scale, ranging from 1 (strongly disagree) to 7 (strongly agree). The results were tested using multiple linear regression analysis.
Findings
The findings of this research show that theoretical constructs from the UTAUT model are well suited in explaining intentions to use multiple e‐government services. Specifically, the results indicate that three factors from the UTAUT model (performance expectancy, effort expectancy, and social influence) play a significant role in predicting taxpayers' e‐filing intentions. More importantly, the research findings indicate that personal factors (web‐specific self‐efficacy (WSSE) and perceived security control), along with UTAUT factors, have a significant impact on taxpayers' e‐file intentions. The proposed model explains 63.5 percent of the variance in taxpayers' e‐file intentions.
Research limitations/implications
This study contributes to the literature by integrating determinants from the UTAUT model with personal perception factors to explain e‐file adoption. This merging of UTAUT with theories, such as social cognition, that emphasize human perception, is the direction that must be taken by researchers in an effort to understand taxpayers' intentions to adopt e‐file systems. While the proposed model explained 63.5 percent of the variation in e‐file use intention, there are limitations to this research. The participants in this research are not sufficiently diverse in culture, socio‐economic level, etc. and 89 percent of the research participants are Caucasian. In addition, the participants were recruited from limited geographical locations. The strength of the model should be validated using more diverse research participants that will increase the variation in the data collected.
Originality/value
The paper presents a parsimonious, yet integrated, model of e‐file diffusion. The integration of adoption factors with personal perceptions of trust, efficacy, and security represents a significant step forward in explaining e‐file adoption.
The statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined. A drawback of the commonly applied chi square test, in addition to the known problems related to sample size and power, is that it may indicate an increasing correspondence between the hypothesized model and the observed data as both the measurement properties and the relationship between constructs decline. Further, and contrary to common assertion, the risk of making a Type II error can be substantial even when the sample size is large. Moreover, the present testing methods are unable to assess a model's explanatory power. To overcome these problems, the authors develop and apply a testing system based on measures of shared variance within the structural model, measurement model, and overall model.
Researchers find customer satisfaction with service-oriented Web sites (e-services) can be modeled effectively based on the match between customers' initial expectations and subsequent perceptions of performance. However, little is known about the factors leading to expectations or the ability of such factors to provide early predictions of satisfaction. We use social cognitive theory as a basis to propose that self-efficacy, past experiences (participation, knowledge, and Internet experience), and affective factors (prior satisfaction and enjoyment) will influence expectations of an e-health service. We test these factors in conjunction with the direct-effects model of satisfaction among patients registered for an e-health service. We find that these antecedents explain 57% of the variance (R2) in expectations. Further, early predictions made from antecedents during initial use of the e-health service explain 39% of the variance in satisfaction. Our findings suggest that the antecedents are important contributors to patients' expectations and can provide early guidance to development of successful e-health services.
This research has as its objective the discovery of the critical factors that enable citizens to adopt e-Government (e-Gov) at different stages of service maturity. To accomplish the objective, this research has explained the related concepts and theories and developed a research framework grounded on a strong theoretical and literature review background. The empirical study was conducted in Canada, which is a leader in providing mature e-Gov services. From our results, we have observed two ontological differences from the present literature in the adoption behavior of e-Gov where organizational and financial perspectives have distinct implications over parsimonious technology adoption behavior. First, technology adoption model (TAM), diffusion of innovation theory (DOI), and theory of planned behavior (TPB) cannot capture and specify the complete essence of e-Gov adoption behavior of citizens. Second, e-Gov adoption behavior also differs based on service maturity levels, i.e., when functional characteristics of organizational, technological, economical, and social perspectives of e-Gov differ. Our findings indicate the critical factors that enable citizens to adopt e-Gov at different stages of service maturity. Public administrators and policy-makers have potential implications from the findings of the adoption behavior of e-Gov at different maturity levels.
The ability to vote online has the potential to increase voter turnout for elections due to increased convenience over traditional voting polls. This study examines factors that can affect a citizen's intent to vote online. Survey subjects came from two different age groups: young adults, 18–25 years of age; and senior citizens, ages 60 plus. Using the Unified Theory of Acceptance and Use of Technology (UTAUT), the study found that performance expectancy, effort expectancy, social influence, trust in the internet, and computer anxiety were significantly related to intent to use online voting. Trust in the government was insignificant. Performance expectancy, social influence, and computer anxiety were related to intent to vote online for both young adults and seniors. Effort expectancy was related to intent to vote for the seniors but not young adults, and trust in the internet was related to intent to vote for young adults but not seniors.
Research into e-government is relatively new. Nevertheless, much contemporary thinking and writing about e-government is driven by normative models that appeared less than a decade ago. The authors present empirical evidence from three surveys of local e-government in the United States to test whether these models are accurate or useful for understanding the actual development of e-government. They find that local e-government is mainly informational, with a few transactions but virtually no indication of the high-level functions predicted in the models. Thus, the models do not accurately describe or predict the development of e-government, at least among American local governments. These models, though intellectually interesting, are purely speculative, having been developed without linkage to the literature about information technology and government. The authors offer grounded observations about e-government that will useful to scholars and practitioners alike.
This article defines Active Citizenship within a European context as a broad range of value based participation. It develops
a framework for measuring this phenomenon which combines the four dimensions of Protest and Social Change, Community Life,
Representative Democracy and Democratic values. The European Social Survey 2002 is used to populate the framework as this
survey provided the best data coverage available and covered 19 European Countries. In total 61 indicators were selected.
A composite indicator (CI), The Active Citizenship Composite Indicator (ACCI), is built using the framework provided and using
experts’ weights. In addition, the robustness of the results is tested using sensitivity analysis. The limitations to the
ACCI are explained in terms of the limitation of the data availability in particular concerning the new forms of participation
and less organised forms of participation. Nevertheless, ACCI proved to be statistically robust and reliable and proved to
be a useful tool for monitoring levels of citizenship in Europe. The results of ACCI exhibit interesting and quite distinct
regional patterns. The results showed that the Nordic countries, and in particular Sweden, have the highest rate of Active
Citizenship, followed by Central Europe and Anglo-Saxon countries. Mediterranean countries are next followed by Eastern European
countries that close the ranking.
Citizen confidence in government and technology is imperative to the wide-spread adoption of e-government. This study analyzes the impact of trust and risk perceptions on one’s willingness to use e-government services. We propose a model of e-government trust composed of disposition to trust, trust of the Internet (TOI), trust of the government (TOG) and perceived risk. Results from a citizen survey indicate that disposition to trust positively affects TOI and TOG, which in turn affect intentions to use an e-government service. TOG also affects negatively perceived risk, which affects use intentions as well. Implications for practice and research are discussed.
This study is an exploratory study on the e-government in Malaysia. With the liberalization and globalization, Internet has been used as a medium of transaction in almost all aspects of human living. This study investigates the factors that influencing the intention to use e-government service among Malaysians. This study integrates constructs from the models of Technology Acceptance Model (TAM), Diffusion of Innovation (DOI) which been moderated by culture factor and Trust model with five dimensions. The study was conducted by surveying a broad diversity of citizens in Malaysia community. A structured questionnaire was used to collect data from 195 respondents but only 150 of the respondents with complete answers participating in the study. The result of the analysis showed that trust, perceived usefulness, perceived relative advantage and perceived image, respectively, has a direct positive significant relationship towards intention to use e-government service and perceived complexity has a significant negative relationship towards intention to use e-government service. While perceived strength of online privacy and perceived strength of non-repudiation have a positive impact on a citizen's trust to use e-government service. However, the uncertainty avoidance (moderating factor) used in the study has no significant effect on the relationship between the innovation factors (complexity, relative advantage and image) and intention to use e-government service. Finally in comparing the explanatory power of the entire intention based model (TAM, DOI and Trust) with the studied model, it has been found that the DOI model has a better explanatory power.
This paper identifies the factors that determine the publics' acceptance of e-Government services. The online tax filing and payment system (OTFPS) is a well-known e-Government service in Taiwan. Using a theoretical model based on the theory of planned behavior, this study aims to (1) identify the determinants for acceptance of the OTFPS; (2) examine the causal relationships among the variables of acceptance behavior for the OTFPS; and (3) explore the relative importance of each determinant for both those who use the OTFPS and those who do not. The article reports on a survey that collected 1,099 usable responses. The results indicate that the proposed model explained up to 72 percent of the variance in behavioral intention. In addition, the important determinants of user acceptance of the OTFPS are perceived usefulness, ease of use, perceived risk, trust, compatibility, external influences, interpersonal influence, self-efficacy, and facilitating condition. Finally, the academic and practical implications of these findings are discussed.