Factors affecting Adoption of E-Government: The case of Ethiopian Revenue and Customs Authority Large Taxpayers Office
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Date
2018-05
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Addis Ababa University
Abstract
Many governments worldwide have been investing heavily in e-Government project as a strategy
to provide the best governmental services to citizens, businesses and employees. However, many
governments and academic researchers recognized theproblem of low-level of users’ adoption
toward e-Government services. Ethiopian Revenue and Customs Authority (ERCA) is one of
Ethiopian government offices that suffer from the lack of users’ adoption of its e-Government
services. Therefore, this study is dedicated to identify the factors that affect large taxpayers’
adoption of ERCA’s e-government services using a modified Unified Theory of Acceptance and
Use of Technology (UTAUT) model.
The research adopted a multi-method approach [combining qualitative (interviews) and
quantitative (survey) methods] to explore the efforts done so far by ERCA to implement and diffuse
its e-government system and to identify factors that affect actual adoption and use of the egovernment system. For primary data collection, an interview is done with three ERCA personnel
and 145 survey questionnaires were also distributedto 19 large taxpayer organizations and 104
complete responses were received.
The findings of this research revealed that performance expectancy, effort expectancy, awareness
and website quality are significant determinants ofintention to use e-government. In contrast,
social influence didn’t show significant impact in determining users’ intention to use e-government
system. In addition, facilitating conditions and intention to use e-government are found to be
significant determinants of actual adoption and useof e-government system. Moreover, the results
of this research revealed that there is a significant difference between the gender of the adopters
and non-adopters. However the findings didn’t show significant difference between the different
age groups of the adopters and non-adopters.
Description
A thesis Submitted to the School of Graduate Studies, Addis Ababa
University, in Partial Fulfillment of the Requirements for the Degree
of Executive Masters of Business Administration (EMBA)
Keywords
Adoption, E-government, ERCA, UTAUT