Investigating Emirati citizens' adoption of e-government services in Abu Dhabi using modified UTAUT model



Publication Details

Mansoori, K., Sarabdeen, J. & Tchantchane, A. 2018, 'Investigating Emirati citizens' adoption of e-government services in Abu Dhabi using modified UTAUT model', Information Technology and People, vol. 31, no. 2, pp. 455-481.


Purpose: E-government is new to the public administration sector of Abu Dhabi and it is rapidly expanding. The purpose of this paper is to explore the factors that might motivate citizens to adopt the e-government public services provided by the Government of Abu Dhabi Emirate. The insights of the study will help government leaders to plan the delivery of public services effectively. Design/methodology/approach: The study surveyed 638 United Arab Emirates (UAE) citizens living in three main districts of the Abu Dhabi Emirate. The research used an exploratory factor analysis that conforms the validity of the theoretical model to the data collected, confirmatory analysis to extract the latent factors and both multiple regression and structural equation modelling to test the research hypotheses. Findings: The finding revealed that internet trust and performance expectancy was the strongest predictors of intention to use e-government services. Effort expectancy, facilitating conditions and trust had a positive influence on behavioural intention (BI). However, social influence (SI) did not have a significant effect. Gender, age and experience did not affect the relationship between SI and BI. It was also found that BI to use e-government services had a significant influence on the actual use of e-government sites. Practical implications: When the government gets to know the major factors that affect the adoption of e-government services in Abu Dhabi, it can maximise its returns on ICT infrastructure investments by providing efficient service that could be adopted by the citizens. Originality/value: The research has theoretical and practical value. Though the unified theory of acceptance and use of technology (UTAUT) model has previously been used in organisational settings, the present study uses a modified version in the context of citizens' acceptance and use of e-government services. The present study thus provides an extension of the UTAUT model that could be suitable for developing countries such as the UAE.

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