Customers Adoption of E-Government Services

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Addis Ababa University


E-government involves extensive use of ICT to deliver government information and services to citizens. In Ethiopia, online electronic government services have been launched and implemented for nearly a decade now. Yet, it has not reached the point where it is fully adopted and utilized by customers. Therefore, it is important to identify significant factors that could encourage customers to adopt e-government and its services. This research is the first of its kind to widely study the factors influencing the adoption of e-government services on the customers of three different Ethiopian government offices. The study employed a quantitative, cross-sectional survey and used printed questionnaire to collect data from study participants and total of 294 usable responses were returned. The proposed model for identifying influential factors on e-government adoption was tested using the structural equation modeling partial least square technique. The finding revealed performance expectancy, effort expectancy, awareness, website quality, and trust in the government are confirmed to influence customers’ behavioral intention to use e-government services. Whereas, facilitating condition and behavioral intention determines customers’ use behavior. However, the impact of social influence and trust in the internet constructs were not found to be significant. Accordingly, the study produced several recommendations the government of Ethiopian should consider to enhance customers' adoption of e-government services. The government should focus on improving the functionality of the national e-services portal into an efficient, easy to use, and available system that needs no personal visit. The government must make awareness campaign about e-government, its services and benefits associated with the use of these services. Governemnt employees’ ability to offer quality services should be improved through offering different workshops, seminars, and other self-development training programs to get the technical skills necessary to execute and secure e-government systems. Moreover, the government should work on the formulation of laws, rules,and regulations that can make customers feel safe and secure to use e-services and support the use of these services by enabling other technical, infrastructure, and technological support.



E-Government Adoption, PLS-SEM, Partial Least Square, Structural Equation Modeling, UTAUT, Unified Theory of Acceptance and Use of Technology