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Research Article
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Technology Acceptance Perspectives on User Satisfaction and Trust of E-Government Adoption |
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Gajendra Sharma,
Subarna Shakya
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Purushottam Kharel
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ABSTRACT
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E-Government is a means for governments to use the most innovative Information Communication Technologies (ICTs) through electronic networks with more convenient access to government information and services. Governments all over the world are trying to increase their efficiency by using new technologies and providing online services which are described as the primary features of technological revolution. E-government services aims to provide citizens with more accessible, accurate, real-time and high quality services and information. This study aims to study the influences that the technology acceptance factors have on e-government services users satisfaction. The theoretical model used in this study was technology acceptance model. Our model was tested using data collected from 389 participants and analyzed using structural equation modeling. The results show that public intentions toward e-government adoption are strongly and positively correlated and have influence with technology acceptance. The empirical results confirmed that perceived ease of use and perceived usefulness significantly determine individual attitudes toward e-government adoption, as well as confirming the significant effect of perceived ease of use of the Web on e-government adoption, which in turn affects perceived usefulness and intentions. Implications from these findings help government institutions to strategically frame their service model for broader e-government adoption. In addition, user satisfaction and trust with the e-government websites and perceptions of information, system and service were revealed to influence technology acceptance significantly.
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Received: December 05, 2013;
Accepted: January 21, 2014;
Published: March 22, 2014
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INTRODUCTION
The development of ICT in the past few years has impacted individuals as well
as businesses in an insightful way. It is a precious and powerful tool driving
development, supporting growth, promoting innovation and enhancing competitiveness
(Chau and Hu, 2001). E-Government refers to the utilization
of ICTs and other web-based communication technologies to improve and develop
efficiency and effectiveness of service delivery in the public sector (Harris,
2000). E-Government provides the use of new technologies to facilitate the
government operation and the distribution of government information and services.
E-Government services are turning to Information Technology (IT) to improve
business efficiency, service quality as well as attract new users. In addition,
e-government aims at increasing efficiency and saving time, effort and cost.
Customer satisfaction and customer maintenance are increasingly developing into
key success factors in e-services (Agarwal et al.,
2009). E-Government is adopted with the purpose of improving the services
and delivery provided by the government to its citizens (Imran
and Gregor, 2007). Customer acceptance of technology is a key driver determining
the rate of change. Technology enables both customers and employees of the organization
to be more effective and productive in receiving, providing and delivering electronic
services. Technology does not only allow the formation of virtual or online
teams for working closely together irrespective of geographical boundaries but
also has the potential to outreach the customers around the world (Bitner
et al., 2010).
Today, the developed countries have adopted a new economic indicator, known
as customer satisfaction for various industries because of its importance in
economic prosperity of a nation (Sharbat and Amir, 2008).
Customer satisfaction is an important component in customer retention. In the
recent years the governments consideration of providing quality service
to the citizens has become more important. The governments now are facing challenges
to provide faster, better, cheaper and higher-quality services (Alvani
and Riahi, 2003).
According to service gap theory formulated by Parasuraman
et al. (1985), the service quality can be understood as the gap and
is the difference between customer service expectations and customer service
perceptions. People will choose for cheaper method to transact when choosing
between electronic and traditional services (Lichtenstein
and Williamson, 2006; Huang, 2002). Web-based customer
relationship empowers web sites with usable information and wider functionality
of business services to provide a number of key advantages at reasonable costs
compared to traditional channels. An organizations ability to deliver
a superior service quality has been established as a prerequisite for its success
and survival in the current world. This success is said to be directly dependent
on user satisfaction and, indirectly an outcome of the quality of service delivered
or technology acceptance (Zeithaml, 2002; Abdullateef
et al., 2011). Research studies indicate that web service quality
is an antecedent of e-customer satisfaction (Udo et al.,
2010). Technology Acceptance Model (TAM) can lead to build and measure an
innovative e-service model that is applicable to evaluate the web based internet
service quality (Davis, 1989).
The purpose of this study is to present the significance of e-government and
the different factors that determine the acceptance of e-government.
LITERATURE REVIEW AND HYPOTHESES DEVELOPMENT
E-government: E-government is use of ITs and Internet to apply transformation
for citizens as well as businesses and government organizations to enhance service
delivery to citizens, empowerment citizens, improve relationship with business
and to increase efficiency of government agencies (The World
Bank, 2007). Moon and Norris (2005) provides a
definition that e-government is perceived as means of delivering government
information and service (p.43). Isaac (2007) defined
e-government as government's use of technology, particularly Web-based Internet
applications, to enhance the access to and delivery of government information
and service to citizens, business partners, employees, other agencies and government
entities. Similarly, Fang (2002) defined e-government
as a way for governments to use the most innovative ICTs, 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. Moreover, Carter and Belanger (2005)
define e-government services as the use of ICT to enable and improve the efficiency
of the government services that are provided to citizens, employees, businesses
and agencies. According to Carter and Belanger (2005),
e-government services increase the convenience and accessibility of government
services and information to citizens. Nowadays, government organizations around
the world are increasingly making their services available online. E-Government
services become especially important provided its potential to reduce costs
and improve service compared with traditional method of government service delivery
(Gajendra et al., 2012). Activating e-government
in public daily life will establish a public-centric responsive services design
for the people and engage citizens in a participatory service delivery process
based on a connected governance concept. E-Government applications present a
great opportunity to enhance public performance in different aspects such as
constituent satisfaction, internal efficiency and operational equity. The major
advantages gained from adopting e-government applications are cost saving, easiness
of use and usefulness, increase customer service levels and gathering and publishing
information to facilitate decision making and to create centralized decision
making which will eliminate in-efficiencies and cost redundancies (Evans
and Yen, 2006).
USER SATISFACTION AND TRUST IN E-GOVERNMENT
Zeithaml (2002) defined user satisfaction as the assessment
of a product or service in terms of whether that product or service has met
their needs and expectations in online platform. Satisfaction has been shown
to be positively related to loyalty and this effect also occurs in online environment.
Shankar et al. (2003) indicated that the effect
of satisfaction on loyalty is stronger online than offline. Satisfied users
tend to have higher usage of service, possess strong interaction and are often
keen to recommend the product or service to their acquaintance s. Wolfinbarger
and Gilly (2002), through focus group interviews, a content analysis and
an online survey and uncovered four contributors to the online technology experience:
Website design, reliability, privacy/security and customer service. User satisfaction
was also investigated by Ribbink et al. (2004).
The results of their investigation revealed that when a user is satisfied with
an online service provider and interacts frequently will increase the trust
between them.
Trust can be defined as allowing individuals to willingly use services and
behave in a socially responsible manner taking government characteristics into
consideration (Al-Gahtani, 2011). The role of trust
in e-government projects is discussed by different governments and global organizations.
Song et al. (2007) declared four pillars for trusting
e-services and they are: trust in technology, business drivers, social framework
and legislative framework. Building trust is very important for building successful
e-government projects since users who trust the Internet are more willing to
adopt e-government services, therefore users can easily turn to online services
when they trust the Internet technology.
Businesses that adopt e-government services depend on two main factors: users
perceived quality of offline services and trust in the Internet technology.
Trust in e-government significantly predicted the intention to use e-government
services. Providing online services successfully demands citizens to disclose
their personal information to be used by governmental organizations which have
privileges to access such information. This situation builds some kinds of resistance
from citizens side who would withdraw themselves from getting the benefits
of online services. Users, including citizens and businesses, have enough trust
in governmental organizations despite the potential risks associated with online
transactions (Beldad et al., 2012). Ozkan and
Kanat hypothesized that trust in the Internet will have a positive effect on
the attitude and perceived behavioral control of using an e-government service.
In addition, usefulness and ease of use of an e-government service will empower
the attitude toward the use of e-government service and will have a positiveeffect
on behavioral control of e-government services. As a final point, access to
computers and good computer skills will empower behavioral control of e-government
services (Ozkan and Kanat, 2011).
TECHNOLOGY ACCEPTANCE FACTORS IN E-GOVERNMENT
There are a number of factors that determine the acceptance of e-government
services from both the public and civil servants. One of the most important
theories in this arena is Technology Acceptance Model (TAM) which defines a
means of using and adopting new technology by users by evaluating factors influencing
the decision to accept new technologies (Davis, 1989).
The TAM is based on ease of use and usefulness as the major predictors of attitude
toward new technologies. Another perception adopted here is using online services
by organizations and citizens based on the realization of its importance as
compatibility and easiness to learn. Such conceptualization is depicted in a
study by Lee et al. (2011) where they tried
to measure users satisfaction with both online and offline services offered
by governmental departments and to identify factors which affect the attitude
and acceptance of e-government services. Results indicated some support to the
idea of reliable services provided manually that significantly improved the
willingness of businesses to use e -services instead of using traditional services
channels (Lee at al., 2011). Other factors are
proposed to influence the adoption of new technology are explored in the literature
like information systems quality and information quality; such factors are theorized
to affect perceived usefulness and perceived ease of use (Lin
et al., 2011). Other factors related to the acceptance of new technology
which were mentioned and discussed extensively before like compatibility, external
influence, interpersonal influence, self-efficacy, perceived facilitating conditions,
attitude, subjective norm, perceived behavioral control, intention to use, risk,
personnel innovativeness, and trust (Hung et al.,
2006).
TECHNOLOGY ACCEPTANCE MODEL
Theoretical foundation: TAM displays how users accept and use new technology.
The model describes the factors that influence users' decisions about how and
when they will use new technology, particularly. Perceived usefulness was defined
by Davis (1989) as the degree to which a person
believes that using a particular system would enhance his or her job performance.
Perceived ease-of-use is defined as the degree to which a person believes
that using a particular system would be free from effort (Davis,
1989). TAM has been continuously studied and expanded. Several researchers
have replicated Davis's study to provide evidence on the relationships between
usefulness, ease of use and system use. Ease of use and usefulness are important
factors in evaluating online service quality (Rod et
al., 2009). TAM is a valuable tool in forecasting satisfaction, improving
customer service and improving service quality. TAM model hardly needs an introduction
as it is well established in information system research. Introduced by Davis
et al. (1989) and Davis (1989), the model
states that perceived usefulness and perceived ease of use jointly determine
the users behavioral intention to use the system. The model is an adaptation
of the theory of reasoned action (Ajzen and Fishbein, 1980)
and most famous for its parsimony and explanatory power. TAM has been extended
in many directions: examples include antecedents of perceived ease of use (Venkatesh
and Davis, 2000) and perceived usefulness (Venkatesh
and Davis, 2000). The model has also been refined with moderating influences
such as age and gender (Venkatesh et al., 2003)
and applied successfully in a diverse range of settings, including e-government.
The model spawned a foundation of literature and now enjoys almost iconic status.
Technology advances that have resulted and will result into number of complicated
advances could not have been imagined a decade ago (Bitner
et al., 2010). Hence customer expectations from these innovative
technology-driven services do not fit the early models of service expectations.
Attracting large volumes of customers needs a consistent delivery of high level
service quality. For investigating e-service adoption, the theory of planned
behavior is significant as it relates the causal link between Internet self-efficacy
and e-serviceadoption (Ajzen, 2002). Prior research
provides evidence that attitudes have a significant impact on intentions in
the context of IT adoption and usage (Agarwal and Prasad,
1999; Chau and Hu, 2001; Taylor
and Todd, 1995). Loyalty towards the online services arrives as a new, important
variable in user acceptance research. Swaid and Wigand (2007)
establish the concept of e-service quality and their influence on intention
to use and online loyalty. While theory of reasoned action and theory of planned
behavior have the capability to explore the system usage by incorporating subjective
norms and perceived behavioral controls with attitudes toward using technology,
TAM is more appropriate to be applied in online contexts for several advantages.
First, TAM is specific on information system usage for applying the concepts
of ease of use and usefulness. Besides, TAM is more parsimonious. Furthermore,
TAM is stronger in various information system applications.
RESEARCH MODEL AND HYPOTHESES DEVELOPMENT
The logical framework or research model on e-government adoption is shown in
Fig. 1. The model has been developed based on broad literature
review. The first part of the block is relating to the variables motivating
individuals to use e-government services. The variables are perceived
ease of use, perceived usefulness and intention to use. In this case these variables
act as dependent variables and e-government adoption acts as independent variable.
The variables of second block are trust in e-government website, satisfaction
and technology acceptance. These are the variables explaining the e-government
adoptions effect on their environment. In this case, the variables act
as independent variables and e-government adoption acts as dependant variable
as shown in Fig. 2.
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Fig. 2: |
Research framework |
VARIABLES WHICH MOTIVATES INDIVIDUALS FOR E-GOVERNMENT ADOPTION
Perceived ease of use: Perceived Ease of Use (PEU) means that a Person
Believes Using the particular system or technology is not complicated (Venkatesh
et al., 2003). PEU use measures the extent to which a person assumes
that using the new information system will be free of effort (Venkatesh
and Bala, 2008). PEU and attitude towards using, the online portal also
specifies a significant impact of PEU on perceived usefulness (PU). Davis
(1989) differentiates between external variables for internal customer beliefs
which is PEU standing for customer attitude towards the new system. TAM proposes
that usefulness and ease of use are important factors in determining user attitude
towards adopting a new technology. Ease of use consists of service quality,
simplicity, visual factors, speed and innovativeness. Service quality, speed
and simplicity should embrace in the ease of use category. A websites
ease of use depends on various aspects such as ease of system management for
the user, easy to keep basic operations in mind, website design efficiency level,
error reduction percentage and users overall satisfaction in the management
area. Ease of use is an effective factor in user satisfaction in e-service.
Thus, it might be said that ease of use is an effective factor in customer satisfaction
of e-government services (Bavarsad and Mennatyan, 2013).
Prior studies show PEU has a significant effect on usage intention, either directly
or indirectly through its effect on PU (Davis, 1989;
Venkatesh et al., 2003; Venkatesh
and Davis, 2000). A system perceived to be easier to use will facilitate
more system use and is more likely to be accepted by users. In the context of
e-government, people may find e-government services uneasy when the system is
not easy to learn and easy to use. Information such as details of products or
services, their benefits and usage guidelines needs to be provided as it will
make easier for citizens to adopt e-government. Furthermore, the PEU helps in
building trust with government as it may send a signal that governments have
really put in thought about their end users. This leads to our first hypothesis:
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H1: E-government adoption significantly affects perceived
ease of use in online technology |
PERCEIVED USEFULNESS
Perceived Usefulness (PU) which means that a person believes using the particular
system or technology will improve their action (Venkatesh
and Davis, 2000). As defined by Venkatesh and Bala (2008),
PU is an indicator for the extent of job performance improvement perceived by
a person who applies the innovative system. An individuals perceptions
on usefulness of an IT depend on the extent to which they believe that using
a specific technology leads to the improvement of their professional performance
within an organization or helps better performance of tasks. Such a help may
be realized through reducing task performance time or timely provision of information
(Doll et al., 1998). In e-government adoption,
this performance refers to the usefulness of users interaction with the
website of the intended public organization and benefits they achieve through
this interaction. Horton et al. (2001) believe that
PU positively influences the intention to use e-government services. Lai
and Piers (2010) found four success factors affecting users satisfaction
of e-government services while testing a model for assessment of acceptance
of and satisfaction from e-government portal. They include: information quality,
PU, system quality and social impacts. Byun and Finnie
(2011) identified usefulness and perceived usability, websites proper
design and ease of e-service use as the most important measures of customer
satisfaction of e-government services. PU will influence their intention to
accept and adopt a system (Bhatti, 2007; Kim
et al., 2007). In the context of e-government, one of the reasons
people use e-government is that they find the systems useful to their transactions
and saves their time as well. A number of studies have shown that PU is the
primary predictor of IT usage (Davis, 1989; Davis
et al., 1989; Gefen et al., 2003; Venkatesh
et al., 2003). Thus, we propose the following hypothesis:
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H2: E-Government adoption positively and directly influences
perceived usefulness in online system |
INTENTION TO USE
TAM is based on the theory of reasoned action (TRA), which states that beliefs
influence intentions and intentions influence ones actions (Ajzen,
2002). According to TAM, PU and PEU influence individuals intention
towards system usage, which influences behavioral intention to use (ITU) a system.
Perceptions of trustworthiness could also impact public ITU e-government services.
Higher levels of PU will be positively related to higher levels of ITU e-government
services. Public approach towards e-government service will increase if people
perceive the service to be easy to use (Gajendra et
al., 2012). This indicates that it is essential for e-government services
to be responsive. Moreover, a government web site should be easy to locate.
Information should be organized and presented based on public needs, allowing
users to effortlessly find the information or services they request (Akman
et al., 2005). Higher levels of perceived compatibility are connected
with increased intentions to adopt e-government initiatives. This states that
people will be more willing to implement e-government services if these services
are congruent with the way they intend to interact with others. Van
Riel et al. (2001) found a strong positive effect of customers
overall satisfaction on the intention to continue using the Internet. Lin
and Hsieh (2006) examined how technology readiness influences customers'
perception and adoption of self-service technologies. Results indicate that
technology readiness influences perceived self-service technologies, service
quality and ITU. Theory of planned behavior (TPB) theorizes that an individuals
behavior is determined by perceived behavioral control and behavioral intention
(BI). BI in turn is jointly determined by attitude toward the behavior, subjective
norm and perceived behavioral control (Ajzen, 2002).
Evidence concerning the relation between intentions and behavior has been collected
with respect to IT usage and acceptance, with much of the work done in the framework
of the TRA, TPB and TAM. Davis et al. (1989) showed
that ITU a word processor was a major determinant of usage behavior. Prior research
provides evidence for the notion that attitudes have a significant impact on
intentions in the context of e-government adoption and usage (Agarwal
and Prasad, 1999; Chau and Hu, 2001; Davis
et al., 1989). Thus, this research proposes the following hypothesis:
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H3: E-Government adoption directly influences intention
to use in online system |
E-GOVERNMENT ADOPTION
Warkentin et al. (2002) define adoption as the
intention of people to involve in e-government to collect information and request
services from the government. Carter and Belanger (2005)
measure it as intent to implement, while Gilbert and Balestrini
(2004) evaluate it as intention to use e-government services. Both willingness
and intention to use could be considered as unidimensional measures of adoption.
However, e-government adoption is a multi-dimensional variable. Adoption is
a simple decision of using, or not using, electronic services. Effective e-government
has the ability to generate new methods and avenues for participation in government,
electronically threading together people, businesses and all levels of government
in a country (Jaeger, 2003). The successful adoption
of e-government services is important for governments (Gupta
et al., 2008). Akman et al. (2005) explained
that the success of e-government adoption depends on public efficiency.
E-government services offer public precision in the process of governance,
such as prompt and efficient services, simplification of procedures and friendly
attitudes of an individual (Gajendra et al., 2012).
VARIABLES WHICH EXPLAIN E-GOVERNMENT ADOPTIONS EFFECT ON THEIR ENVIRONMENT
TRUST
Belanger et al. (2002) define trust as the
perception of confidence in the electronic marketers reliability and integrity.
People must have self-assurance in both the government and the related technologies.
According to the Hart-Teeter national survey reported by Mcclure
(2001), Americans consider that e-government has the prospective to improve
the government operation but they have apprehension about sharing personal information
with the government online, fearing that the data will be misused and their
privacy will be disclosed (Mcclure, 2001). Other ethical
issues such as privacy and security are critical issues in e-government trust
(Belanger et al., 2002; Belanger
and Hiller, 2006). Extending the study of McKnight et
al. (2002) establish measures for a multidimensional model of trust
in e-government, focusing on users initial trust in e-government websites.
Initial trust refers to trust in an unfamiliar trustee, a relationship
in which the actors do not yet have credible, meaningful information about,
or affective bonds with, each other (McKnight et al.,
2002). In initial relationships, people use whatever information they have,
such as perceptions of a web site, to make trust presumption. Since e-government
is based on Internet which is an open network, security is an important factor
in functions of e-government. Despite various technical advancements such as
message encoding and digital signatures and certificates, customers are still
concerned about the security of their transactions while using Internet. Information
provided in a website during e-government may be abused by hackers (Behjati
et al., 2012). Trust in e-government websites plays a vital role
in helping citizens overcome perceived risks which in turn has a significant
impact on use intentions. Trust encompasses the intention of users to receive
information, to provide information and to request e-government services. Previous
studies identified the lack of trust as a major barrier to e-service adoption
(Carter and Weerakkody, 2008). Therefore, we propose
the following hypothesis:
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H4: Trust on e-government websites significantly affects
e-government adoption |
SATISFACTION
The ability to deliver a higher service quality has been established as a prerequisite
for its success and survival in online environment, this success is said to
be, directly, dependent on user satisfaction and, indirectly, an outcome of
the quality of service delivered (Zeithaml, 2002; Abdullateef
et al., 2011). If efficiently managed, e-government adoption has
the capacity to assist in handling public queries and complaints more professionally.
It will, however, deliver to its citizens both accurate and timely information,
increasing its job performance and multiplying its service quality and user
satisfaction. User satisfaction can be considered as the essence of success
e-government adoption (Jamal and Naser, 2002). IT can
help in improving service quality for customer satisfaction (Zhu
et al., 2002). Udo et al. (2010) indicate
that web service quality is an antecedent of e-satisfaction. Customer satisfaction
has many benefits for economic entities such that different studies show that
increased satisfaction leads to reduced customer sensitivity towards price and
increased effectiveness of reputation (Mansoori and Baradaran-Kazem-Zadeh,
2007). E-satisfaction has been defined as the preference for goods or services
of e-government adoption. The Internet introduced the factors determining e-satisfaction
as: information accessibility level, communication structure, individualization,
integrated information and transactions (Negahdari, 2009).
Users experience of technology application might be the major criteria
for evaluation of customers satisfaction of the services provided by a
e-government website (Gajendra et al., 2012).
This leads to our next hypothesis:
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H5: User satisfaction is directly and positively associated
with e-government adoption |
TECHNOLOGY ACCEPTANCE
The quality of service plays an important role in technology acceptance (Reichheld
and Schefter, 2000). It is important for service provider to understand
the needs of the user and provide those needs. The e-government approach is
based on public-focused that determine the online offering as well as information
management and delivery to people (Stiftung, 2002). Parasuraman
et al. (1985) have developed a level that measures the service quality
in five dimensions-tangibles, reliability, responsiveness, assurance and empathy.
Sureshchandar et al. (2002) have recognized
five critical elements that are essential in measuring service quality for technology
acceptance: core service or service product, human element of service delivery,
systemization of service delivery, tangibles of service and social responsibility.
E-service quality for e-government could be measured in terms of quality of
content provided on the website, the speed of the response to the public concerns
with problem solving approach and the availability of public information. Overall
service quality is a set of confirmed service quality dimensions that are derived
out of desired congruency. Technological content is also being considered as
factor that can influence the e-government services adoption. Technological
improvement could lead to a better user experience in using the e-government
services (Harris, 2000). Davis (1989)
introduces an adaptation of TRA, the TAM, which is specifically meant to explain
computer usage behavior. TAM uses TRA as a theoretical basis for specifying
the causal linkages between two key beliefs: PU and PEU and users' attitudes,
intentions and actual computer adoption behavior. If users consider the usages
of e-government websites are easy and useful, they may be encouraged to use
longer and form a positive attitude towards e-government adoption. Thus, we
propose last hypothesis as:
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H6: Technology acceptance directly influences e-government
adoption in Internet technology |
METHODS AND RESULTS
Data collection: This study was conducted from May to July 2013, in
Nepal. The participants were employees of Nepal Telecom who are active internet
service users and have wide knowledge on e-government. Online survey link was
provided to participants to answer the questionnaires. The survey questionnaires
were prepared from literature review. Pretest of the questionnaires was conducted
with 25 participants to check the reliability and clarity of questionnaires.
Pretest was performed for screening of questions i.e., select those which have
clear meaning and understandable. The pilot test was performed with 28 IT experts.
Some questions were modified as per the suggestion of participants to avoid
confusions and to make reliable survey. Altogether 462 participants were requested
for survey participation. The responses were received from 408 participants.
Thus the response rate is 88.31%. Out of them 21 responses were discarded due
to incomplete and invalid answers. Consequently, remaining 389 responses were
used for data analysis. The survey contains 20 questionnaires and it takes 10
minutes to answer. Each item of a questionnaire was rated on a five point likert
scale from strongly agree to strongly disagree. Neutral
was given the score of 3. Of all respondents, 61.5% were male, 38.5% were female.
The age varies from 22 to 49. The average age is 23. Each variable contains
4 items and altogether there are 28 items. Each construct is summarized as:
PEOU |
: |
Perceived ease of use |
PU |
: |
Perceived usefulness |
ITU |
: |
Intention to use |
EGA |
: |
E-Government adoption |
TR |
: |
Trust |
SAT |
: |
Satisfaction |
TA |
: |
Technology acceptance |
MEASUREMENT MODEL
Construct validity: To test the construct validity of items in the instrument,
confirmatory factor analysis was performed and reliability of factors assessed
using Cronbach's alpha (Cronbach, 1970). Construct validity
was assessed using confirmatory factor analysis (CFA) to test the fit of the
data to the model. Table 1 presents the factor
loadings. The results of CFA indicated that the scales were not only reliable
but also valid for the factors under study. Out of 28 items, 4 items were deleted
due to lower factor loading less than 0.6. The deleted items are PU3, EGA2,
SAT4 and TA1. Reliability of construct is how individuals respond and validity
means what is supposed to measure. Individual item reliability can be checked
by examining the factor loading of each item on its corresponding latent variable.
The loading of all items should be higher than 0.707 (Barclay
et al., 1995). However, survey data highly depends upon the opinion
of participants, so some fluctuation in result may take place. According to
Manly (1994) loading above 0.6 is usually considered
high and below 0.4 is low. If all measurement items are strongly significant
with a value of over 0.60, then it will be a good model fit and all construct
variables are valid. The proposed research model shows a good construct fit
as all factor loadings are above 0.6. The research model is statistically significant
and well constructed.
Table 2: |
Cronbach alpha reliability coefficient |
 |
All of the measures employed in this study demonstrated excellent internal
consistency, ranging from 0.824 to 0.912 (Table
2), thereby exceeding the reliability estimates (α = 0.70).
DISCRIMINANT VALIDITY
Discriminant validity was assessed by inspecting the correlations between the
four factors (Bagozzi et al., 1991). Table
3 shows the average variance extracted (AVE) for each factor and indicates
that the questions for each factor correlated with each other but were below
threshold for intercorrelating with other factors. Thus, the results indicate
that discriminant and convergent validity of the measures are reasonable.
Table 4 shows a summary of the overall model
fit measures. This model was found to be valid, as evidenced by the adequacy
indices such as chi-square statistic, ÷2 (N = 389) = 262, p<0.01.
The chi-square statistic is an intuitive index for measurement goodness of fit
between data and model. As recommended by Hair et al.
(2003), several other fit indices are examined. According to Gefen
et al. (2000) and Hair et al. (2003),
goodness of fit index (GFI), comparative fit index (CFI) and normed fit index
(NFI) are best if above 0.90 and demonstrate marginal acceptance if above 0.80,
adjusted goodness of fit index (AGFI) above 0.80 and root mean square residual
(RMR) below 0.05. These fit indices indicate that the proposed measurement model
exhibited a good fit with the data collected. This study was close enough to
suggest that the model fit was reasonably adequate to assess the results for
the structural model. Thus, we could proceed to examine the path coefficients
of the structural model.
Table 3: |
Assessment of discriminant validity |
 |
Diagonal entries: Average variance extracted, Non-diagonal
entries: Shared variance |
Table 4: |
Goodness of fit measures |
 |
Comparative fit index (CFI), cut-off >0.90 |
Table 5: |
Hypotheses test results |
 |
*p<0.1, not significant; **t-value significant at p<0.01 |
HYPOTHESES TESTING
This study employed a structural equation modeling approach to develop a model
that represents the relationships among the seven factors in this study: perceived
ease of use (PEOU), perceived usefulness (PU), intention to use (ITU), e-government
adoption (EGA), trust (TR), satisfaction (SAT) and Technology Acceptance (TA)
to use the e-government system. Table 5 shows
the results of the hypotheses tests by confirming the presence of a statistically
significant relationship in the predicted direction of the proposed research
model. Overall, 5 out of 6 hypotheses were supported by the data. Consistent
with prior research (Davis, 1989; Hu
et al., 1999), e-government adoption (EGA) had a significant effect
on perceived ease of use (PEOU) with p<0.001. Similarly, e-government adoption
(EGA) had a significant effect on perceived usefulness (PU) with p<0.001.
All other hypotheses are supported except EGA with ITU. All t-statistics will
be significant at p<0.001. If the probability value (p value) is less than
the significance level, the null hypothesis is rejected. If the T value is greater
than 2.63, then the path is significant at p<0.01. T value in between 2.63
and 1.96 is significant at p<0.05. Likewise, T value below 1.96 is not significant
(p<0.01).
The structural model and hypotheses were tested by examining the path coefficients
and their significance. Consistent with our hypotheses, EGA demonstrated a significant
influence on PEU (path = 0.38). EGA demonstrated a significant influence on
PU (path = 0.75). The link between EGA and ITU was non-significant (path = 0.037).
TR provided significant influence with EGA (path = 0.87). Similarly, SAT made
influence on EGA (path= 0.49) and TA has positive influence with EGA (path=0.53).
This finding supports current research that demonstrates the strong relationship
among constructs (Teo, 2009).
DISCUSSION
It is a common experience of many e-government service providers that user
acceptance provides well-articulated benefits. At the early stages of the adoption
cycle, it is not unusual to observe many new technologies struggling to gain
public acceptance. The results of this study indicate that users with higher
Internet self-efficacy are more likely to use e-government services. Government
organizations must reflect extrinsic as well as intrinsic motivation in user
interface and functionality design of e-government services and improve their
online services. Since the effect of content and appearance of information on
users' satisfaction was confirmed, government organizations should try to upgrade
the designs of their websites in an appropriate and user-friendly manner to
increase users' satisfaction and create a good perception for them. Also, findings
showed that public satisfaction as well as trust had a positive and significant
effect on e-government adoption. According to the findings, the higher the ability
of a website to provide government services, the more the satisfied users of
those services. Also, public organizations and the government should try to
encourage the people to use e-government services and attract their trust through
upgrading e-service providing systems, effort to train and enhance citizens
awareness of such services, marketing and advertisement so that citizens feel
secure and at ease having access to useful services with easy access and in
attractive, user-friendly websites, which is followed by their increased satisfaction.
This study suggests that technology acceptance is a better indicator of e-government
adoptions. In testing the model, we found that ease of use and usefulness toward
e-government significantly and positively affect technology acceptance, confirming
the theoretical postulation of TAM. Briefly, public attitudes toward e-government
strongly determine their willingness to use the online services. The empirical
results imply that people who emphasize the importance of information quality
prefer to use e-government services in the Internet. Moreover, a reliable Web
system that supports e-government functions could increase public intentions
to acquire e-government services. Our study suggests that providing citizens
with secure Web systems or increasing their perceptions of the usefulness would
indirectly improve their acceptance of e-government via creating positive attitudes.
THEORETICAL AND PRACTICAL IMPLICATIONS
This study provides information on how individuals have accepted new IT use
and e-government adoption. It contributes to e-government literatures about
factors affecting e-government acceptance and adoption. These factors are critical
for the public decision on accepting e-government adoption. The TAM factors
have positively direct relationship with the users intentions, acceptances
and adoption of e-government services. Eventually, knowing this can promote
the process of innovation diffusion in e-government services. From theoretical
point of view, firstly this study successfully extended TAM in the context of
e-service adoption Furthermore, from the findings of this research, it is concluded
that the TAM is useful, although limited with the need for extension in predicting
adoption of technology by research respondents. Its two facets of PEOU and PU
were found valid in explaining respondents? adoption of e-services but were
not the only factors influencing adoption. This finding is consistent with earlier
findings with respect to the adoption of various new technology. The extended
model of TAM provides clearer understanding of the factors influencing technology
adoption and significantly contributes to the e-service literature.
The practical recommendations that follow from this study are normally restricted
to a recalibration of the e-government websites audience; a recommendation
that is not always easy to implement. Likewise, practical recommendations of
some trust studies amount to increase trust but this is not very actionable.
These studies can perhaps be extended by actionable variables that providers
can adjust and manipulate and thereby increase trust.
LIMITATIONS
The findings of this study are encouraging and useful; the present study has
certain limitations and needs further researches. First, the model explained
some extent of the variance in e-government adoption. The relatively low figure
of the present study may partly be explained by its focus on e-government efficiency.
Therefore, there is a need for further investigation on other factors, such
as perceived compatibility, prior experience, system quality and information
quality. Second, whether our findings could be generalized to all e-government
services is unclear. Further research is necessary to verify the generalizability
of our findings. Third, the data presented is cross-sectional, longitudinal
data will be needed in the future to assess what factors will influence public
decisions in continuing to use e-government services. Hartwick
and Barki (1994) theorized and found support to the notion that voluntary
use of IT is under an individuals control and likely to be based on attitudinal
considerations, whereas mandatory use is also under an individuals control
but is likely to based on normative considerations. Thus, further research is
necessary to verify the differences between the voluntary and mandatory settings.
CONCLUSION
It is suggested that future studies consider the factors affecting user satisfaction
and trust of e-government services and within a larger population, as well as
the effects of demographic and social variables of users satisfaction
of e-government services. All things considered, the current findings significantly
enhance understanding of technology acceptance of e-government. Consideration
of the factors identified should lead to more successful adoption of e-government.
Results suggest citizens need to be provided with effortless and useful web
interfaces and ITs. TAM is being used to investigate how e-government innovation
has been accepted by individual and at organizational level. It is very interesting
to study e-government acceptance and adoption based on TAM from the past research
findings. TAM is well used for explaining users intention and attitude
and focusing on the perception of e-government usefulness and ease of use based
on the concept that individual innovativeness positively moderates the relationship
between the perceptions of relative advantage, ease of use and compatibility
and decision to adopt innovation. Future research can further evaluate and analyze
the technology acceptance of users towards online government from a larger perspective
by creating a technology acceptance index for different product and service
categories, extending the TAM to include other belief constructs and the moderating
effects of demographic variables on the technology acceptance relationships.
|
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