A review of the generic end-user adoption of e-government services
| DOI | 10.1177/0020852319861895 |
| Author | Deden Witarsyah Jacob,Mohamad Aizi Salamat,Tutut Herawan,Mohd Farhan Md Fudzee |
| Published date | 01 December 2019 |
| Date | 01 December 2019 |
| Subject Matter | Articles |
Review of
Administrative
Article
Sciences
International Review of
Administrative Sciences
A review of the generic
2019, Vol. 85(4) 799–818
! The Author(s) 2019
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end-user adoption of
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DOI: 10.1177/0020852319861895
e-government services
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Deden Witarsyah Jacob
Telkom University, Indonesia
Mohd Farhan Md Fudzee
Universiti Tun Hussein Onn Malaysia, Malaysia
Mohamad Aizi Salamat
Universiti Tun Hussein Onn Malaysia, Malaysia
Tutut Herawan
Applied Mathematics and Computer Science Research Center,
Indonesia
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 gener-
ally, which identifies the fact that current e-government adoption models do not ade-
quately explain the needs of citizens. Based on the diagrammatic of a detailed structure
of review methodology, existing studies show that national culture, trust, the informa-
tion 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
Corresponding author:
Deden Witarsyah Jacob, Telkom University, 40257 Bandung, Indonesia.
Email: dedenw@telkomuniversity.ac.id
800
International Review of Administrative Sciences 85(4)
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 advance-
ment, 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 exceed-
ingly identified with the revenue level of a country. The absence of these empower-
ing 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 extend-
ing 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, con-
scientiousness, 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
Jacob et al.
801
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 ana-
lysis 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).
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.
Plan
Conduct
Document
Figure 1. The three-phase of our literature review as proposed by Brereton et al. (2007).
Figure 2. Systematic literature review processes as adopted from Brereton et al. (2007).
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International Review of Administrative Sciences 85(4)
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 tech-
nological and economical dimension; 24% (on average) for managerial and orga-
nization 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
Table 1. E-Government Adoption Barriers Frequency (Savoldelli et al., 2014).
P2–strategy
P1–reinventing implementation P3–digital
governance
in Europe
agenda
Dimension
Barriers Factor
(1994–2004)
(2005–2009)
(2010–2013)
Technological and
Lack of bandwidth capacity
24%
11.9%
economical
Lack of interoperability
–
14.3%
9.5%
High investment and main-
24%
7.1%
4.8%
tenance cost
Lack of privacy and security 24%
31%
9.5%
Lack of open source
–
–
4.8%
software
Managerial and
Lack of project management 24%
11.9%
–
organizational
capability
Resistance to change
24%
11.9%
9.5%
Lack of skills
24%
26.2%
33.3%
Institutional and
Digital Divide
–
1.5%
6.2%
Political
Inadequate of legal bases
–
1.5%
7.2%
Inadequate of political
1.5%
1.5%
–
commitment
Inadequate of political
1.5%
4.6%
–
coordination
Inadequate of policy cycle
4.6%
3.1%
12.3%
management
Inadequate of assessment
1.5%
7.7%
9.2%
and evaluation
Inadequate of people
3.2%
13.8%
involvement
Inadequate of clearness
1.5%
6.2%
10.8%
and trust
Jacob et al.
803
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).
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.
Generic end-user adoption of e-government services
The e-government adoption literature portrays the current issues related to the adop-
tion of e-government systems (see Table 3), and e-government adoption in develop-
ing countries will be explored to find the basic gap in the system. Figure 3 illustrates
the way of finding the gap in this study.
Trust. Trust is rising as a conceivably essential variable prompting ICT acknow-
ledgment. Given the indeterminate and progressively changing environment of the
Internet, trust was conjectured as an immediate determinant of behavioral expect-
ations. 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
Table 2. Critical Success Factor Study (Summarized by Author).
Authors
Critical Success Factor
Chu et al....
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