A review of the generic end-user adoption of e-government services

Abstract

E-government projects provide many advantages and offer benefits to governments and their citizens. Hence, the big issue and challenge for governments are how they can increase citizen adoption. This has resulted in the development of many e-government initiatives that aim to enhance the provision of public services to citizens and improve associations with industry and world business. It is shown that there are critical success factors and barriers in e-government adoption, and technology adoption more generally, which identifies the fact that current e-government adoption models do not adequately explain the needs of citizens. Based on the diagrammatic of a detailed structure of review methodology, existing studies show that national culture, trust, the information system success model, and knowledge services are very crucial issues for citizens regarding new system application in the successful uptake of e-government services. Therefore, this article presents a review of the generic end-user adoption of e-government services based on a theoretical perspective and the Unified Theory of Acceptance and Use Technology model. Furthermore, this article presents a conceptual model as a better foundation for the development of e-government. The findings of this article will contribute to the limited e-government adoption literature available by providing insights into end users’ perceptions of e-government services.

Keywords

E-government end-user adoption information system success model knowledge service review

Introduction

The revenue level of a nation is a general marker of economic capacity and advancement, and subsequently, has a number of impacts on national e-government improvement. Access to information and communication technology (ICT) resources and the procurement of instruction, including ICT education, are exceedingly identified with the revenue level of a country. The absence of these empowering variables places solid imperatives on executing e-government activities, regardless of the fact that sound approaches and national methods are set up. Therefore, and in spite of endeavors in a few nations to offer online administration, the maximum capacity of e-government is a long way from being completely acknowledged, especially among the lower- to middle-revenue and low-salary nations, as confirmed by their poor e-government development index score. We found many e-government literature reviews that give more attention to the supply side (Reddick, 2004); meanwhile, just a few studies investigate the demand side (Jaeger and Thompson, 2003). Similar results have been shown in Lassnig and Markus’s (2003) study, which investigated the use of e-government in Europe. Their study revealed that there are significant differences in the use of e-government services between different European regions. Thus, it is very important to identify and model the adoption criteria of citizens for e-government services. Venkatesh et al. (2003) proposed Unified Theory of Acceptance and Use of Technology (UTAUT) model, which aims to explain user intentions to use an information system and subsequent usage behavior. Other scholars have also proposed extending UTAUT by expanding new variables. For example, Wang and Yang (2005) added the “big five factors” related to personality traits to UTAUT as moderators. The added personality factors were categorized into five aspects: extraversion, conscientiousness, agreeableness, neuroticism, and openness.

With the respect to the issues stated earlier, the general purpose of this work is to present a review of the generic end-user adoption of e-government services based on a theoretical perspective and UTAUT. In order to provide a clear view of future research needs, we define the following research question to be answered: “What is the state of the art regarding e-government adoption based on the UTAUT model?”

The rest of this study is organized as follows: the second section describes the review methodology. The third section describes e-government adoption, the rudiments of the existing model, and critical success factor and barriers. The fourth section describes the findings and provides a discussion of the review. Finally, we conclude our work in the fifth section and highlight the proposed conceptual model of generic e-government adoption.

Review method

This article examines e-government adoption research conducted from 2004 to 2015. A comprehensive electronic search using Web of Science and Google Scholar resulted in 92 usable research articles. Furthermore, to conduct deep analysis in this study, we use the principle of a systematic review (Brereton et al., 2007). The review consists of three phases: plan, conduct, and document (see Figure 1).

Figure 1.

The three-phase of our literature review as proposed by Brereton et al. (2007).

The scheme outlined in Figure 2 highlights the steps of the basic study, including research questions and validation. The second step is “conduct”; the activities in this phase are identify, extract and then synthesize the literature. The final step is “document,” which consists of activities related to the discussion of findings. The detailed systematic processes can be seen in Figure 2.

Figure 2.

Systematic literature review processes as adopted from Brereton et al. (2007).

E-government adoption and barriers

Savoldelli et al. (2014) studied barriers to e-government adoption and summarized it as shown in Table 1. The first period, between 1994 to 2004, started with reinventing governance resulting in barriers factors of 24% (on average) for technological and economical dimension; 24% (on average) for managerial and organization dimension; and 3.6% (on average) for institutional and political dimension. At this stage, technological and operational barriers such as lack of integration, knowledge, and trust, are still at large. Meanwhile, Voutinioti (2013) stated that behavioral intention is the most important factor influencing citizens to adopt e-government; while trust is also found to be a very influential factor. Also, lack of trust and confidentiality contributed as a major barrier to e-government success (Angelopoulos et al., 2010; Bannister and Connoly, 2015; Bhuiyan, 2010a; Dawes, 2008).

Table 1.

E-Government Adoption Barriers Frequency (Savoldelli et al., 2014).

Dimension	Barriers Factor	P1–reinventing governance (1994–2004)	P2–strategy implementation in Europe (2005–2009)	P3–digital agenda (2010–2013)
Technological and economical	Lack of bandwidth capacity	24%	11.9%
	Lack of interoperability	–	14.3%	9.5%
	High investment and maintenance cost	24%	7.1%	4.8%
	Lack of privacy and security	24%	31%	9.5%
	Lack of open source software	–	–	4.8%
Managerial and organizational	Lack of project management capability	24%	11.9%	–
	Resistance to change	24%	11.9%	9.5%
	Lack of skills	24%	26.2%	33.3%
Institutional and Political	Digital Divide	–	1.5%	6.2%
	Inadequate of legal bases	–	1.5%	7.2%
	Inadequate of political commitment	1.5%	1.5%	–
	Inadequate of political coordination	1.5%	4.6%	–
	Inadequate of policy cycle management	4.6%	3.1%	12.3%
	Inadequate of assessment and evaluation	1.5%	7.7%	9.2%
	Inadequate of people involvement		3.2%	13.8%
	Inadequate of clearness and trust	1.5%	6.2%	10.8%

Critical Success Factors

A few scholars (Aladwani, 2011; Al-Busaidy and Weerakkody, 2011; Chen et al., 2015; Chu et al., 2004; El-Haddadeh et al., 2010; Gil-Garcia, 2005; Mirchandani et al., 2008; Saha et al., 2010; Zhang and Hsieh, 2010) have explored Critical Success Factors (CSFs) in e-government as summarized in Table 2.

Table 2.

Critical Success Factor Study (Summarized by Author).

Authors	Critical Success Factor
Chu et al. (2004)	Satisfaction of user, Usefulness of perceived, Precision of information
Hwang et al. (2004)	Government support, citizen acceptance, law protection, security
Lau (2004)	Web information Infrastructure
Gil-Garcia (2005)	the level of organization, resource, training and business plan
Mirchandani et al. (2008)	Quality, efficiency, appeal, identity
Saha et al. (2010)	Client satisfaction
Zhang and Hsieh (2010)	Website quality
Al-Busaidy and Weerakkody (2011)	Trust, Privacy, availability, security, Skill, and quality of Information

Generic end-user adoption of e-government services

The e-government adoption literature portrays the current issues related to the adoption of e-government systems (see Table 3), and e-government adoption in developing countries will be explored to find the basic gap in the system. Figure 3 illustrates the way of finding the gap in this study.

Figure 3.

Identifying the gap of the study.

Table 3.

E-Government adoption from literature (Summarized by author).

Topic and Authors	Category	Factor	Finding
Determinants of Users Adoption of e-government services in Greece and the role of Citizen Services Centers (Voutinioti, 2013)	Users Adoption	Use Behavior, Performance Expectancy, Effort Expectancy, Social Influence, Facilitating Condition, and Trust.	The most important factor influencing citizens’ ‘Behavioral Intention’ to adopt e-government services is ‘Effort Expectancy, Trust is found to be a very influential factor. Lack of trust and confidentiality is a major barrier to e-government success.
E-government implementation: A bird's eye view of issues relating to costs, opportunities, benefits, and risks (Weerakkody et al., 2015)	E-government implementation	Relevant literature addressing the issue using systematic review of 132 studies.	A comprehensive and systematic review of the literature of e-government cost, opportunity, benefit and risk analysis based research.
The understanding the e-government paradox (Savoldelli et al., 2014)	Barriers to Adoption	The source, dimensions of Analysis.	E-Government adoption barriers frequency of citation in the selected paper.
The great theory hunt: Does e-government have a problem? (Bannister et al., 2015)	E-government Literature	The validity of claim that e-government is under-theorized and explores the counter argument that far from being short of theory.	It has been shown that there is a good deal of imported theory deployed in e-government and a reasonable body of native theory.
From the quality of traditional services to the quality of local e-government online services (Rocha et al., 2015)	E-government Literature	Evaluate the quality of local E-Government online services.	A model that is capable of evaluating an online e-government in the context of local municipalities.
Diffusion of e-government: A literature review and direction for further direction (Zhang et al., 2014)	E-government Literature review	A meta-analytic review of the literature on diffusion of e-government.	A review about the theoretical foundation, research method and research topic raised in the literature.
The Imperative of Influencing citizen attitude toward e-government adoption and use. (Al-hujran et al., 2015)	The Imperative of e-government.	Extending extant technology acceptance model through the incorporation of a set of social, political, and culture constructs.	The significant impact of The TAM constructs along with the cultural, social, and political construct that added to the model on citizen adoption.
Factor affecting university instructors’ adoption of web-based learning system: Case study Iran (Motaghian et al., 2013)	Adoption of web-based learning system	Integrated model in order to assess the influence of IS-oriented, psychological, behavior factor.	Information quality, service quality, subjective norm, and self-efficacy all increased instructor’s perceived ease of use web-based learning system.
Examining the influence of intermediaries in facilitating e-government adoption (Weerkkody et al., 2013)	E-government adoption	a new model of Intermediaries	The intermediary is a very useful channel gateway in improving trust and facilitating e-government adoption and diffusion.
Trust and Acceptance of Cloud Computing: A Revised UTAUT Model (Alharbi, 2014)	Acceptance of Cloud Computing	The main barriers preventing individuals and enterprise adopting cloud.	Propose to extend the UTAUT model for cloud computing acceptance taking into consideration trust the main construct.
Explaining the acceptance and use of government internet services: A Multivariate Analysis of 2006 survey data in the Netherlands. (Van Djik et al., 2008)	Acceptance and use of government internet services	Multivariate analysis.	Descriptive data of a large-scale representative survey of the use of government Internet services
The impact of information literacy education for the use of e-government: The role of the libraries (Belcheva, 2013)	Low level of the use of e-services	Hypothesis about an insufficient use of e-service caused by the lack of information and e-government literacy.	Insufficient use of e-government service could be changed with the active role of the library service.
The influence of social context and targeted communication on e-government services adoption. (Rackers et al., 2013)	Extended the basis TAM	Analyses the factor influencing a possible.	The study shows that social targeted and targeted communication influence the behavioral intention to use and can extremely shape the attitude toward using the service.
Demographic factors as determinants of e-governance adoption: A field study in the United Arab Emirates (UAE). (Al Athmay, 2015)	Impact of demographic factors	Measure the impact of demographic factors	All other demographic variables including gender, age, education, and type of employment clearly explain differences among the respondents of e-governance.
Antecedents of trust in e-government services: an empirical test in Jordan", (Abu-Shanab, 2014)	A trust antecedents model	Explore technology adoption research	Significant prediction of trust in e-government by all proposed variables except the Internet familiarity construct.
Towards a UTAUT-based Model for the Study of e-government Citizen Acceptance in Saudi Arabia. (Alzahrani and Goodwin, 2012)	A hypothetical framework	Improve our understanding of the acceptance and usage of e-government Saudi Arabia	The proposed model, based on UTAUT, includes the characteristics of e-government, consideration, and the inclusion of trust, privacy, and Saudi culture and context.
E-government: A global view and an empirical evaluation of some attributes of citizens. (Ibrahim et al., 2005)	Reviews and discusses e-government issues in general	A survey concerning impact of gender and education amongst the e-government users in Turkey	The use of e-government content and services is pervasive and is closely linked to gender and level of education.
Explaining the low utilization of government websites: Using a grounded theory approach. (F.Wang, 2014)	Providing a holistic explanation	Perspectives and limitations in conceptual innovation due to deductive paradigms	Value was identified as the essence of government website utilization and at the central status of the relationship network of four core categories
Towards a UTAUT-Based Model for Studying the Integrating Physical and Virtual Identity Access Management Systems in e-government Domain. (Alotaibi and Wald, 2012)	The progress of acceptance theories	Interoperability between the physical and virtual spaces	Little evidence that researchers have approached the issue of an overlap and conflict between these three research perspectives with the intent of building a cohesive understanding of integrating physical and virtual Identity Access Management Systems (IAMSs) in e-government domain
Electronic government as a paradigm shift for efficient public services: Opportunities and challenges for the Nigerian government. (Brendan, 2013)	The benefits and the status of e-government in Nigeria.	Exposes the challenges and strategies for the e-government initiative in Nigeria	E-government would provide faster access to government information, lower administrative costs, increase transparency in government ministries, and reduce bribery and corruption, among others

Trust

Trust is rising as a conceivably essential variable prompting ICT acknowledgment. Given the indeterminate and progressively changing environment of the Internet, trust was conjectured as an immediate determinant of behavioral expectations. A few meanings of trust have been defined in several papers. Barney and Hansen (1994) define trust as “the common certainty that no gathering to a trade will adventure another’s vulnerabilities.” Trust is vital in online situations in light of the related danger (Langton and McKnight, 2006). Along these lines, former e-government examination has highlighted the significance of trust as a determinant of subject reception of e-taxpayer-driven organizations (e.g. Alomari et al., 2012; Carter and Bélanger, 2005; Chen et al., 2015; Schaupp et al., 2010; Susanto and Goodwin, 2013; Warkentin et al., 2002). A literature review of writing on e-government acceptance by Titah and Barki (2006) also demonstrated that trust is among the largest variables influencing e-government adoption. This is due to citizens concern on data protection when data is shared over the Internet (Carter and Bélanger, 2005). Citizen adoption of e-government services is of vital importance for the accomplishment of e-government activities (Carter and Bélanger, 2005; Liu and Zhou, 2010). E-government-supported organizations will not provide open administration and services if they are not utilized by citizens (Panagiotopoulos and Al-Debei, 2010).

This brings up the issue of how to build the level of subject reception of such administrations, particularly in Arab nations. Nonetheless, to date, there has been little research investigating components that focus on the appropriation of e-government-supported organizations by citizens in developing nations, including the Middle East (Alomari et al., 2012).

Culture

Olasina and Mutula (2015) explained that introducing technology to a new context requires proper consideration of important cultural differences. In some countries, cultural factors can act as a barrier to ICT adoption and it is therefore important to examine the cultural settings of the countries when formulating strategies for increasing ICT usage (Furuholt and Wahid, 2008; Hu et al., 2014; Khalil, 2011). Rackers et al. (2013) stated that in order to explain the lack of use of e-services in Germany, their study analyzed the factors in and extended the basis of Technology Acceptance Model (TAM) by the variables of perceived risk, social context, experience, communication, and demographics. The study concluded that social context and targeted communication influence the behavioral intention to use and can extremely shape the attitude toward using the service. The connection between Information Technolgy/Information System (IT/IS) appropriation and society has been generally perceived. Numerous studies have been directed to looking at the relationship between the reception of IT/IS and both national and authoritative society (Al-Gahtani, 2004; Baker et al., 2010; Carter and Weerakkody, 2008; Twati, 2006).

Information system success model

A few scholars (DeLone and McLean, 1992; Wang and Wang, 2009) have outlined the most broadly utilized models for assessing the achievement or failure of information system implementation. Furthermore, in 2003, DeLone and McLean proposed a redesigned model (see Figure 4).

Figure 4.

D&M IS success model (DeLone and McLean's, 2003).

Knowledge of the service

The model is composed of six factors, such as system quality, information quality, and service quality, intention to use/use, user satisfaction, and net benefits. So far, the “Knowledge Base of Innovative E-government Practices” is an assemblage of recent case studies of innovative e-government services, solutions, and applications. The Knowledge Base does not offer one solution over another but rather highlights e-government implementation that places the citizen in the forefront. In several countries, small municipalities still provide services through traditional channels, so it is seldom necessary for many citizens to use government information and transaction services. Finally, the knowledge of the supply of e-government services is important to the intention to use and the actual use of these services by citizens. Belcheva (2013) discussed the low level of the use of e-services by citizens in national and international contexts. She suggests that the insufficient use of e-government services could be improved through an active role for the library service.

Discussion

In general, “trust” is the crucial word since trust is an important issue in e-government adoption (Alsaghier et al., 2009; Liu and Zhou, 2010; Berdykhanova et al., 2010). Many scholars have investigated technical problems (Abu-Shanab et al., 2010; Al-Rashidi, 2010), including trust (Gilbert et al., 2004; Pieterson et al., 2007), protection and security (Ebrahim and Irani, 2005; Schwester, 2009), resources (Angelopoulos et al., 2010; Hwang et al., 2004), the absence of ICT abilities (Norris, 2009; Norris and Moon, 2005), the absence of mindfulness (Aerschota and Rodousakis, 2008; Shalini, 2009), and the digital divide (Faisal and Rahman, 2008; Wang and Hou, 2010). On the other hand, there are numerous different issues that were experienced reported in few studies and need more investigation before setting up their legitimacy in e-government national research from a citizen’s viewpoint; hence, few studies (Abu-Shanab et al., 2010; Faisal and Rahman, 2008; Ray, 2011; Shalini, 2009) have investigated their obstructions while examining the citizen’s perspective.

Table 4.

Major Finding.

Author	Finding	Discussion
Venkatesh et al.(2003)	Introduced the Unified Theory of Acceptance and Use of Technology (UTAUT)	The result showed that the eight models were able to describe the variance in user intentions to use information technology.
(Al-Hujran, Al-Debei, Chatfield, & Migdadi, 2015)	This study makes a significant contribution to e-government adoption research from different perspectives.	Integrates a combination of cultural, social, political, and technological factors
(Motaghian, Hassanzadeh, & Moghadam, 2013)	Subjective norm and self-efficacy, information quality, service quality are variables in enhancing perceived ease of use of learning systems	The factors had the positive effect on perceived usefulness.
(Dijk, Peters, & Ebbers, 2008)	The most important finding is mental and social/demographic and the conditional factors of service, knowledge supply, meanwhile primary one is digital media usage	A matter of learning is the main issue in the acceptance and the use of government Internet services.

Liébana-Cabanillas et al. (2014) found that trust is the main factor of the citizen in using e-government compares to ease of use. The effect of trust on perceived public value has been also explored by different scholars (Grimsley and Meehan, 2008; Sirdeshmukh et al., 2002). Nevertheless, although trust and public value are important variables in the e-government literature, most researchers agree that they are associated with each other (Mills et al., 2010; Wang, C., 2014). Table 4 summarized the major finding regarding e-government adoption researches.

Conclusion and recommendation

The point of view in this work includes critical success factors, challenges, and barriers. The extended model was adopted since the model integrates both UTAUT and the IS Success model. Psychological factors and knowledge of services are important for several aforementioned reasons. Also, through the encouragement of some government strategic and policy plans, and supported by the advancement of information technology, governments around the world have accepted e-government approaches in improving service to the community. Figure 5 outlined the proposed model with a new or improved way of connecting with stakeholders and citizens.

Figure 5.

Modeling of e-government Services based on factors influencing e-government adoption service.

Based on Figure 5, we have classified the model into four main constructs that in line with the results of critical literature review. Finally, a conceptual model of developing e-government services based on the UTAUT model is proposed, as in Figure 6.

Figure 6.

A conceptual model for a generic of e-government adoption.

Footnotes

Acknowledgment

This work is supported by Universiti Tun Hussein Onn Malaysia under the contract grant U559 and Telkom University Indonesia.

Deden Witarsyah Jacob received an M.Eng degree from Curtin University of Technology, Australia, in 2006. He is the Head of the International Partnership of Industrial Engineering Faculty and Senior Lecturer in the Information System Department of Telkom University, Indonesia. His main research interests include e-government, information technology master planning, e-services, decision-making models, decision support system tools, and information system project management.

Mohd Farhan Md Fudzee is an Associate Professor at Faculty of Computer Science and Information Technology (FSKTM), Universiti Tun Hussein Onn Malaysia and currently the Chief Information Officer and the Director of the Information Technology Centre. He obtained a Ph.D. from Deakin University, Australia. Also, he is a Professional Technologist (MBOT), Certified Professional Requirement Engineering (IREB), Certified Tester Foundation Level (ISTQB) and a Microsoft Certified Technology Specialist. He has published several books and more than 50 reviewed papers at international conferences and in indexed journals. He has also been a senior member of Institute of Electrical and Electronics Engineers (IEEE) and International Association of Computer Science and Information Technology (IACSIT). His research interests include multimedia computing, green computing, decision-making, web technology, and e-government.

Mohamad Aizi Salamat received a Ph.D. from University Utara Malaysia, Malaysia, in 2015. He is the Head of Department, Student Affairs and Alumni and a Senior Lecturer in the Software Engineering Department, Universiti Tun Hussein Onn Malaysia. His main research interests include e-government, e-participation, e-services, decision-making models, and decision support system tools. He has published some research books and more than 30 papers in journals and conference proceedings.

Tutut Herawan is presently a principal researcher at the Applied Mathematics and Computer Science Research Center, Indonesia. He has more than 12 years’ experience as an academic. He is the executive editor of the Malaysian Journal of Computer Science. He has published various book chapters and articles in international journals and conference proceedings. He has delivered many keynote addresses and has actively served as a chair and co-organizer for numerous international conferences/workshops. His research area includes data mining and information retrieval.

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