Year

2009

Degree Name

Doctor of Philosophy

Department

School of Information Systems and Technology, Faculty of Informatics

Abstract

The rapid growth of investment in public service delivery through e-government has drawn attention to research on this area. However, both governments and academic researchers recognise the problem of low-level adoption of e-government services among citizens; the common problem in both developed and developing countries. E-government adoption, unlike most of IT adoption by employees in private-sector organizations, is voluntary and occurs often in turbulent social-political environments. Therefore, the problem needs to be addressed comprehensively from technological, social, political, and cultural perspectives. However, e-government adoption research currently lacks a comprehensive conceptual framework for explaining citizen adoption of e-government services. To fill this gap, this study extends the Technology Acceptance Model (TAM) (Davis et al., 1989) by adding a set of social, political, and cultural constructs that are derived from different research literatures: government trustworthiness, perceived public value e-government programs, and national culture dimensions.

The extended model is then tested using multiple research methods: a large-scale, multi-site questionnaire survey of 335 Jordanian citizens, and case study interviews with e-government officials. Structural equation modelling and regressions analysis results indicate that citizen attitude towards using e-government services is the most significant determinant of citizen intention to use e-government services. Moreover, citizen attitude, in turn, is jointly determined by citizen belief: perceived usefulness and perceived ease of use of an e-government service. These results provide new evidence for considering the attitude construct to study citizen adoption of e-government services which is voluntary in nature. Importantly, the results also suggest the importance of perceived public value as a significant determinant of the citizen’s belief. Furthermore, the results show strong evidence of a positive relationship between trustworthiness and citizen belief. Research limitations and future directions as well as managerial implications are also discussed.

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