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1. Introduction
Governments efforts are moving towards improving the process of providing services
to the citizens. Most of governments are still facing troubles such as:
e-Government
adoption
in Pakistan
A revolution in ICT has changed the way of interaction between government and their
citizens. These changes have turned into a new form of government called
e-government. E-government is defined as:
259
[. . .] the use of ICT and internet to enhance the access to and delivery of all facets of
government services and operations for the benefits of its stakeholder groups which includes
citizens, businesses, and government itself (Srivastava and Teo, 2008).
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find much progress which is quite obvious from e-government development index value.
Therefore, there is a need to foster the adoption of e-government services in Pakistan.
2. E-government adoption: a literature perspective
Heeks (2008) has analyzed that only 15 percent of e-government projects are successful.
The statistics indicate that failure rate of e-government projects is very high. The key
problem associated with the high failure rate of e-government projects is the lack of
awareness about the potential factors that may help citizens to adopt e-government
services (Sang and Lee, 2009). The most important point for successful implementation
of e-government is the willingness of the citizens to adopt e-government (Shareef et al.,
2009). The vast review of literature was performed to come up with the factors
influencing the intention of the citizens to adopt e-government services. According to
the model proposed by Gilbert et al. (2004), the major factors were perceived relative
benefits, perceived barriers, visual appeal, experience, financial security, information
quality, low stress and trust. The significant variables were time, cost, financial
security, trust and information quality. The findings show that perceived ease of use
was not a significant variable, which was contradictory with other research studies.
Carter and Belanger (2004) proposed an integrated model containing TAM, DOI
and the web trust model. The findings showed that perceived usefulness, relative
advantage and compatibility were significant factors in increasing citizens intention
to adopt e-government services. Belanger and Carter (2005) surveyed the students
to identify the most influential factors for the adoption of e-government services.
They used the DOI model to conduct their study. The findings revealed that
relative advantage, compatibility, image and ease of use were significant factors for
citizens intention to adopt e-government services. Carter and Belanger (2005) found
that perceived ease of use, compatibility, and trustworthiness were the significant
factors for the adoption of e-government services. Phang and Sutanto (2005) proposed a
model that was based on TAM. The target respondents for their research study were
senior Chinese citizens. The results of their study revealed that perceived ease of use
and internet safety have influence over the perception of senior Chinese citizens about
usefulness of e-government. Akman et al. (2005) inspected the role of education and
gender in the adoption of e-government services. Their findings show that females are
less frequent users of e-government services than males and also level of education was
directly associated with the adoption of e-government services.
Dimitrova and Chen (2006) administered an online questionnaire in the USA
and identified perceived usefulness, perceived uncertainty and civic-mindedness as
influential adoption factors. Chang et al. (2006) explore an e-government service in Taiwan
that is called the online tax filing and payment system (OTFPS). The questionnaire was
distributed among the users of the service through e-mails. The study shows that
perceived usefulness, ease of use, perceived risk, trust, compatibility, external influence,
interpersonal influence, self efficacy and facilitating conditions were the influential factors
for the adoption of OTFPS, an e-government service. Kumar et al. (2007) proposed the
model which overcomes the limitation of the existing models by adding a new dimension
of service quality and satisfaction. The dimensions of the model were user characteristics
including perceived risk, perceived control and internet usage experience, web site design
including perceived usefulness and perceived ease of use, service quality and satisfaction.
AlAwadhi and Morris (2008) proposed an integrated model called united theory of
acceptance and use of technology (UTUAT). The indicators of the model were
performance expectancy, effort expectancy, peer influence, facilitating conditions, gender,
academic course and internet experience. The findings revealed that performance
expectancy, effort expectancy, peer influence and facilitating conditions were significant
variables of e-government adoption in Kuwait. Bwalya (2009) proposed an integrated
conceptual model that combines existing models with culture awareness and ICT
infrastructure. The findings generated from this study were related to the creation of an
ICT-enabled environment for the adoption and use of e-government. The objective was to
make citizens aware about available e-government services. Elena (2009) proposed a
model to find out determinants of trust in e-government. The determinants were age,
perceived usefulness, perceived quality, risk perception, privacy concerns, perceived
organizational trustworthiness, trust in technology, propensity to trust, years of internet
experience, income and education. The results show that age and privacy were significant
variables influencing trust. It was also concluded that the elder people had less trust in
e-government. In addition, Lean et al. (2009) proposed a theoretical framework to measure
the intention of Malaysian citizens to use e-government services. The proposed model was
based on TAM and DOI. The findings show that trust, perceived usefulness, perceived
relative advantage and perceived image had a significant relationship with citizens
intention to adopt e-government services.
2.1 Problem statement
After reviewing the literature on e-government adoption from the citizens perspective
(Bwalya, 2009; Al-Busaidy and Weerakkody, 2009; Al-Sobhi et al., 2009; Elena, 2009;
Hussein et al., 2011a, b; Dwivedi et al., 2011), it is concluded that the proposed models
are quite narrow in their scope by having focus on partial issues and also,
methodologically, they do not provide strong theoretical framework (Heeks and Bailur,
2007). In addition, there are only few studies that have comprehensively integrated all
factors of e-government adoption ( Jaeger, 2003).
Therefore, the need arises to propose a strong theoretical framework. In this regard,
an integrated conceptual model is proposed to present a complete picture of the
influential factors for the adoption of e-government services.
The objectives for this study are:
(1) to identify the critical factors influencing the adoption of e-government services;
(2) to determine the intention of the citizens to adopt e-government services at
different levels of service maturity, i.e. information and transaction level; and
(3) to propose an integrated conceptual model highlighting a comprehensive set of
potential factors influencing the intention of the citizens to adopt e-government
services and also to customize according to the local context of Pakistan.
3. Research model
The research model measures citizens intention of adoption at different levels of
e-government services, e.g. the information and transaction levels. An integrated
conceptual model presents the factors and their respective variables found in
the literature with an extension of quality of service, web site design, trust, e-readiness
and security factors containing the variables of service and information quality,
paralingual web support, trust in the internet and trust in the government, awareness,
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Awareness (AW)
E-readiness
ICT infrastructure (IN)
Security
Perceived risk (PR)
Variables
Literature reviewed
(continued)
Definition
e-Government
adoption
in Pakistan
263
Table I.
Variables of the proposed
conceptual model
Trust
Trust in the internet (TI)
Availability (SQ)
Reliability (SQ)
Quality of service
Service quality (SQ), reliability,
availability speed of delivery,
information quality
Definition
264
Literature reviewed
Table I.
Variables
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265
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Security
Website Design
Perceived Risk
Perceived Usefulness
266
Level of E-government
Information Security
E-Readiness
Quality of Service
ICT Infrastructure
Service Quality
Awareness
Information Quality
Trust
Figure 1.
Proposed conceptual
model for the adoption of
e-government in Pakistan
Start of
Research
Instrument Validation
Instrument Development
Pilot Testing
Research Findings
Revised Proposed
Conceptual Model
(On the basis of Literature
Review and Expert Reviews)
Identification of
Variables and Scale of
Measurement
End of
Research
Research Design
Proposed Conceptual
Model
Figure 2.
Research methodology
Literature Review
Acquiring Background
Knowledge
e-Government
adoption
in Pakistan
267
To manage the response bias, the sample data were collected from various groups,
i.e. government officials, academic researchers, software engineers, business personnel
and university students to have a great mix of citizens perception. The data were
collected from each sub-groups in equal proportion. The actual sample size used for
this study is 138 respondents.
4.2.1 Sample demographics. The responses were collected from 138 respondents.
A total of 78.5 percent of the respondents were male while only 21.5 percent of the
respondents were female; 41.5 percent of the respondents were aged between 20 and
30 years while 36 percent were aged between 31 and 40 years. Most of the respondents
fall in these two ranges, i.e. 20-30 and 31-40 years. These statistics shows that young
people are more inclined towards the usage of e-government services as compared with
the old aged people who are only 9 and 9.5 percent in their age segments of 41-50 and
above 50, respectively. There were only 4 percent of respondents who were less than
20 years in their age. Most of the respondents had an educational degree of graduate and
post-graduate levels. The response yielded 42.5 percent graduate and 43 percent
post-graduate participants. A total of 3.5 percent of the participants were from high
school, i.e. considered as matric in the context of local Pakistani society. About
11 percent of the respondents were from a level which is considered as intermediate
in the context of local Pakistani society.
4.2.2 Internet experience. In general, most of the respondents were internet users with
a lot of internet experience; 15.5 percent of the respondents had an internet experience of
one to three years, 19 percent had an internet experience of four to six years, 34 percent
had an experience of seven to nine years and 26 percent have an experience of more than
nine years. These statistics shows that most of the respondents have great experience of
internet usage. There were only 5 percent of the participants who had an internet
experience of less than one year.
4.2.3 E-government awareness. According to the survey conducted, 72 percent of the
participants were aware about e-government while 28 percent of the respondents were
not even aware about e-government. Only 54.5 percent of the respondents were aware of
the existence of the Pakistan e-government web portal, i.e. www.pakistan.gov.pk.
The detailed results are shown in Table II.
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Usage/awareness
Ranges defined
Gender
Education
Age
E-government awareness
Table II.
Descriptive statistics
of respondents
Responses (in %)
5.0
15.5
19.0
34.0
26.0
78.5
21.5
0.0
3.5
11.0
42.5
43.0
4.0
41.5
36.0
9.0
9.5
72.0
28.0
54.5
45.5
Table III.
Reliability of the
model constructs
No. of items
Cronbach a coefficient
8
6
7
6
6
0.906
0.835
0.906
0.878
0.845
Type
Excellent reliability
High reliability
Excellent reliability
High reliability
High reliability
The value of the Cronbach a coefficient for all the constructs is greater than 0.80. Therefore,
these all constructs are found to be reliable (Kline, 1999). According to the results, two
constructs showed excellent reliability, while others have high reliability. Therefore, the
survey instrument items are considered as internally consistent.
4.4.2 Construct validity. Factor analysis using principal component analysis (PCA)
was performed to validate the constructs. The varimax rotation method was used to
rotate the matrix and also to improve the results ( Jolliffe, 1986). The results generated
from the analysis are illustrated in Table IV with all items loaded on their expected
factors. The rotated component matrix shows the factor loadings. All items loaded
above 0.40, which is the minimum recommended value in IS research (Straub et al., 2004).
It is evident from Table IV that all the variables loaded properly on their expected
factors except PR_2 and PW_1 which do not load on their respective factors as
specified in the proposed conceptual model.
Factor loadings
E-readiness Security Trust
0.743
0.759
0.531
0.657
0.759
0.768
0.578
0.638
0.785
0.680
0.772
0.775
0.795
0.574
0.649
0.622
0.604
0.710
0.632
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269
Quality of service
0.483
0.636
0.795
0.797
0.752
0.528
Table IV.
Factor analysis
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5. Research findings
In order to test the effect that independent variables have on the citizens intention to
adopt e-government services, the data are analyzed using stepwise regression analysis.
5.1 Variables affecting intention to adopt e-government services
The study attempted to explore any changes in respondents intentions through the
intention question which asked respondents whether they intend to use e-government
services for information or transaction purpose:
Stepwise regression is used to find the most parsimonious set of predictors that are most
effective in predicting the dependent variable. The variables are added to the regression
equation by keeping in view the statistical criteria of maximizing R 2 (Hair et al., 1998).
At the first stage of the analysis as shown in Table V, the predictors of perceived
usefulness, perceived ease of use, paralingual web support, ICT infrastructure, awareness,
service quality, information quality, trust in the internet, trust in the government,
perceived risk, information security and transaction security were used to determine the
citizens intention to adopt e-government services. From the statistical analysis,
a significant model emerged at p , 0.001. The model explains 21.8 percent of variance in
citizens intention to adopt e-government services.
Information quality and awareness are found to be significant variables which
influence citizens intention to adopt e-government services to get information from the
government web site.
At the second stage of the analysis as shown in Table VI, the predictors of perceived
usefulness, perceived ease of use, paralingual web support, ICT infrastructure, awareness,
service quality, information quality, trust in the internet, trust in the government,
perceived risk, information security and transaction security were used to determine
the citizens intention to adopt e-government services to conduct transaction with the
government. A stepwise regression analysis was performed. From the analysis,
Model
Table V.
Intention to adopt
e-government to get
information
1
2
R2
Adjusted R 2
SE of the estimate
Durbin-Watson test
0.424
0.467
0.179
0.218
0.173
0.206
0.927
0.908
1.387
Model
1
2
3
4
Table VI.
Intention to adopt
e-government to transact
R2
Adjusted R 2
SE of the estimate
Durbin-Watson test
0.519
0.600
0.632
0.647
0.269
0.360
0.400
0.419
0.264
0.350
0.386
0.401
1.136
1.067
1.037
1.024
1.627
a significant model emerged at p , 0.001. The model explains 41.9 percent of variance in
citizens intention to adopt e-government services to conduct transaction through the
government web site.
Service quality, transaction security, awareness and perceived ease of use are
significant variables which influence citizens intention to adopt e-government services
to conduct transaction with the government web site.
Figures 3 and 4 show the validated models for intention of the citizens to adopt
e-government services to get information and to conduct transactions with the
government web site, respectively. The b-values along with their significance are
shown on the paths from independent variables to the dependent variables.
e-Government
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271
Website Design
Perceived Usefulness
Security
0.105
Level of E-government
0.074
Perceived Risk
0.087
0.065
Information Security
Information Services
0.014
Transaction Security
0.048
0.011
E-Readiness
Quality of Service
0.134
Service Quality
0.366**
ICT Infrastructure
0.036
0.149
Information Quality
Awareness
0.204**
Trust
Trust in the internet
Trust in the government
Figure 3.
Validated model for
citizens intention to adopt
e-government services to
get information
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Security
Website Design
Perceived Usefulness
272
0.068
0.155**
Level of E-government
0.123
Transaction Services
0.129
0.252**
Perceived Risk
Information Security
Transaction Security
0.006
Intention to adopt
e-government services
R2 = 41.9
E-Readiness
ICT Infrastructure
0.373**
0.066
0.106
Awareness
Service Quality
0.111
0.164**
0.171
Information Quality
Trust
Figure 4.
Validated model for
citizens intention to adopt
e-government services to
conduct transaction
Quality of Service
To get information
To transact
81
60
12
15
7
25
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Table VIII.
Summary of findings
to get information
Relationships
PU ! INT_1
PEOU ! INT_1
PW_1 ! INT_1
ICT ! INT_1
AW ! INT_1
SQ ! INT_1
IQ ! INT_1
PR ! INT_1
IS ! INT_1
TS ! INT_1
TI ! INT_1
TG ! INT_1
p-value
Findings
0.105
0.065
2 0.048
0.011
0.204
0.134
0.366
0.074
0.087
0.014
0.036
0.149
0.199
0.441
0.538
0.924
0.011 *
0.217
0.000 *
0.370
0.290
0.865
0.687
0.095
Not supported
Not supported
Not supported
Not supported
Supported
Not supported
Supported
Not supported
Not supported
Not supported
Not supported
Not supported
Note: *p , 0.05
Table IX.
Summary of findings
to conduct transaction
PU ! INT_2
PEOU ! INT_2
PW_1 ! INT_2
ICT ! INT_2
AW ! INT_2
SQ ! INT_2
IQ ! INT_2
PR ! INT_2
IS ! INT_2
TS ! INT_2
TI ! INT_2
TG ! INT_2
Note: *p , 0.05
p-value
Findings
0.068
0.155
0.006
0.066
0.164
0.373
0.171
0.123
0.129
0.252
0.106
0.111
0.539
0.038 *
0.933
0.509
0.028 *
0.000 *
0.080
0.196
0.163
0.000 *
0.219
0.217
Not supported
Supported
Not supported
Not supported
Supported
Supported
Not supported
Not supported
Not supported
Supported
Not supported
Not supported
The results from the statistical analysis concluded that awareness and information
quality strongly influence citizens intention to adopt e-government services to get
information from the government web site. Citizens are highly concerned with
information quality when they intend to use e-government services to
get information.
In addition, perceived ease of use, awareness, service quality and transaction
security influence citizens intention to conduct a transaction with the government.
In this case, citizens are concerned about the security of their personal information
while transacting with the government and also issues of service quality,
i.e. reliability and availability of required information and also a quick response
from the government web site.
Moreover, the citizens who intend to use e-government services to conduct a
transaction with the government understand the ease of use associated with these
e-services. Therefore, this variable was found to be significant. The variable of
awareness about available e-government services was also found to be significant
in both cases of either getting information or conducting a transaction with the
government web site.
An integrated conceptual model is proposed by combining the constructs of
TAM, D&M, the DOI model and the SERVQUAL dimensions of service quality.
To make the model more comprehensive, country-specific variables were also
incorporated into the model after conducting experts reviews. The proposed
model contributes to the existing body of knowledge by integrating the adoption
factors into a unified model to present a complete picture of the influential factors
of adoption. The model provides basis for deep insight into the unified model
which can be used as a guideline for policy makers to develop strategies; and also
to boost-up the adoption of e-government services.
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In addition, the government should assure citizens about the availability and reliability
of information provided on the government web site, which will increase their trust on
the government web sites leading to the adoption of e-government services.
6.2 Limitations and future work
The citizens are prime users of e-government services. Their willingness to adopt
e-government services is a significant aspect for the development of any country. In
this study, the survey was conducted online by sending invitation e-mails along with a
web link to the target respondents of the study. The sample data might not be a good
representation of the whole population because most of the respondents in this sample
are educated and experienced internet users. Therefore, the results produced from this
study might be biased. It is possible that their intention to adopt e-government services
will be higher as compared with the less frequent internet users because they have easy
access to the internet and a computer at home as well as in their working environment.
Therefore, the need also arises to explore the adoption behavior of offline
respondents or less frequent internet users. Future work should explore and compare
the adoption behavior of online and offline respondents (frequent and less frequent
internet users) to come up with the findings at a more concrete level.
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(continued)
Elena (2009)
Researchers
Appendix
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281
Table AI.
282
Carter (2008), Belanger and Carter (2008)
Added in this study
Elena (2009)
Elena (2009)
Elena (2009)
Elena (2009)
PR_3
TS_1
TS_2
In general, I believe that using e-government services over the internet is risky
I feel it is unsafe to transact with an e-government service
Hackers may be able to intrude governmental services and can also steal my
personal information stored on the web
IS_1
My personal information may be used in an unintended way by the government
agency
IS_2
The governmental services may allow another party access to my personal
information without my consent
IS_3
Someone can snatch my personal information while I am sending the information
to a governmental website
Quality of service
AV_1
E-government services enable me to access government information when I need
it, i.e. 24/7 everyday
RL_1
E-government services are more reliable to deal with than the traditional way of
dealing with the government
SD_1
E-government services are able to respond to citizens needs quickly
IQ_1
E-government services provide the precise information you need
IQ_2
E-government services provide up-to-date information
IQ_3
E-government services contents are easily accessible via the e-government web
site
Trust
TI_1
The internet has enough safeguards to make me feel comfortable with interacting
with the e-Government services
TI_2
I feel assured that legal and technological structures adequately protect me from
problems on the internet
TI_3
In general, internet is now a robust and safe environment to transact with the
government agencies
TG_1
Government services can be trusted to carry out online transactions faithfully
TG_2
The government provided services through the internet are trustworthy
TG_3
The government provided e-services keeps citizens best interests in mind
Intention to adopt e-government services
INT_1
I intend to use e-government services to get the information
INT_2
I intend to use e-government services to transact with the government
Researchers
Table AI.
TG
6,3