Challenges of e-Service Adoption and Implementation in Nigeria: Lessons from Asia
e-Service has moved from the usual manual and
traditional way of rendering services to electronic service provision
for the public and there are several reasons for implementing these
services, Airline ticketing have gone from its manual traditional way
to an intelligent web-driven service of purchasing. Many companies
have seen their profits doubled through the use of online services in
their operation and a typical example is Hewlett Packard (HP) which
is rapidly transforming their after sales business into a profit
generating e-service business unit.
This paper will examine the various challenges confronting e-
Service adoption and implementation in Nigeria and also analyse
lessons learnt from e-Service adoption and implementation in Asia to
see how it could be useful in Nigeria which is a lower middle income
country. From the analysis of the online survey data, it has been
identified that the public in Nigeria are much aware of e-Services but
successful adoption and implementation have been the problems
faced.
[1] Adeyemo A.B (2011) E-government implementation in Nigeria: An
assessment of Nigeria's global e-government ranking Journal of internet
and information system Vol. 2(1), pp. 11-19, Available online at
http://www.academicjournals.org/JIIS
[2] Ake Gronlund and T.A Horan (2004) "Introducing E-government:
History, Definitions and Issues, Communications of the Association for
Information Systems, Volume 15, Page 713-729.
[3] Akinwumi, Olayemi (2005) Crises and Conflicts in Nigeria: A Political
History since 1960. The Journal of Conflict Studies Vol. 25, No 2.
[4] Aljazeera news (2014) Nigeria becomes Africa's largest economy,
accessed on the 15th Oct, 2014. Available at http://www.aljazeera.com/
programmes/countingthecost/2014/04/nigeria-truly-strong-economy-
2014418134434573256.html
[5] Asiimwe, Edgar Napoleon and Lim, Nena (2010) “Usability of
Government Websites in Uganda” Electronic Journal of E-government,
Volume 8, Issue 1, Page 1-12.
[6] Ayoola T. J (2013) The effect of Cashless Policy of Government on
Corruption in Nigeria, The International Review of Management and
Business Research, Volume 2, Issue 3.
[7] Almarabeh, Tamara and Abu Ali, Amer (2010) A general framework for
e-Government: Definition Maturity Challenge, Opportunities and
Success, European Journal of Scientific Research, Volume 39, Issue 1,
page 29-42.
[8] Castellan, Catherine M. (2010) Quantitative and Qualitative Research: A
View for Clarity, International Journal of Education, Vol. 2, No. 2
[9] Danish Dada (2006) “The failure of e-Government in Developing
Countries: A Literature Review” The Electronic Journal on Information
Systems in Developing Countries, Volume 26, Issue 1. Page 1-10
[10] Federal Republic of Nigeria website available at
http://www.nigeria.gov.ng/ accessed on the 17th October 2014.
[11] Gajendra Sharma, Xi Bao and Wang Qian (2012) Empirical
Investigation on Adoption of e-Governance Services in Developing
Countries and Ethical Issues, International Journal of Advanced
Research in Computer Science and Software Engineering 2 (12),
December - 2012, pp. 19-27.
[12] Gilbert D. and Balestrini P. (2004) Barriers and benefits in the adoption
of e-government, The International Journal of Public Sector
Management, Volume 17, No. 4, page 286-301.
[13] Hardoy, J. E., Mitlin, D., & Satterthwaite, D. (2014). Environmental
problems in an urbanizing world: finding solutions in cities in Africa,
Asia and Latin America. Routledge.
[14] Heeks Richard and Savita Bailur (2007) "Analyzing e-government
research: Perspectives, philosophies, theories, methods, and
practice." Government information quarterly 24.2, pp 243-265.
[15] Hillier, M. (2003) “The role of Cultural context in multilingual website
usability” Electronic Journal of Commerce Research and Applications,
Volume 2, Number 1, page 2-14.
[16] Joel Barkan (2009) Legislative Power in Emerging African
Democracies, ISBN: 978-1-58826-688-0, USA.
[17] Kaliannan, M., & Awang, H. (2010). Adoption and use of e-government
services: a case study on e-procurement in Malaysia. WSEAS
Transactions on Business and Economics, 7(1), 1-10.
[18] Kolsaker, A, and Lee-Kelley, L. (2009) “Singing from the Same
Hymnsheet? The Impact of Internal Stakeholders on the Development of
e-Democracy.” Electronic Journal of e-GovernmentVolume 7 Issue 2,
(pp. 155 - 162), Available online at www.ejeg.com
[19] Margaret Tan, Deng Xiaoai, Yang Qiushi and Cheng Chen (2013) AN
Investigation of e-Government Services in China, The Electronic Journal
of Information Systems in Developing Countries (EJISDC), Volume 57,
Issue 5, page 1-20.
[20] Lagos State Government, Nigeria website available at
http://www.lagosstate.gov.ng/ accessed on the 19th October 2014.
[21] Lau, E. (2003) Challenges For E-government Development, 5th Global
Forum on re-inventing Government, Mexico City, 5th November, 2003.
[22] Mohammed Alshehri and Stew Drew (2010) “Challenges of e-
Government Services Adoption in Saudi Arabia from e-Ready Citizen
Perspective” Journal of World Academy of Science, Engineering and
Technology, Vol. 4, No. 6.
[23] Mundy, D and Musa, B (2010) "Towards a Framework for e-
Government Development in Nigeria" Electronic Journal of e-
Government, Volume 8, Issue 2, PP148-161.
[24] Roland T. Rust and P.K Kannan (2003) e-Service: A New Paradigm for
Business in the Electronic Environment, Communications of the ACM
June 2003, Volume 46, No. 6.
[25] Roztocki, N and Weistroffer, H.R. (2008) Information Technology in
Emerging Economies, Information Technology for Development, 14, 1,
1-10.
[26] Ruyter Ko De, Martin Wetzels and Mirella Kleijnen (2001) “Customer
adoption of e-service: an experimental study” International Journal of
Service Management, Volume 12, No. 2, pages 184-207.
[27] Schwester, R. (2009). Examining the Barriers to e-Government
Adoption. Electronic Journal of E-government, 7(1)
[28] Sukasame, N. (2004) "The development of e-service in Thai
government." BU Academic Review 3.1, page17-24.
[29] Susanto, T.D and R. Goodwin (2010) “Factors Influencing Citizen
Adoption of SMS Based e-Government Services” Electronic Journal of
e-Government, Volume 8, Issue 1, pages 55-71.
[30] Surjadjaja, H., Ghosh, S., & Antony, F. (2003) “Determining and
assessing the determinants of e-Service operations.” Managing Service
Quality Journal, Volume 13 (1), pages 39-53.
[31] The e-readiness rankings (2005), "a white paper from the Economist
Intelligence Unit", accessed on 3rd October, 2014 and available at
(http://graphics.eiu.com/files/ad_pdfs/2005Ereadiness_Ranking_WP.pdf
)
[32] The Economist Newspaper (2014) available at
http://www.economist.com/news/leaders/21600685-nigerias-suddenlysupersized-
economy-indeed-wonder-so-are-its-still-huge, accessed on
the 29th October, 2014.
[33] The Independent newspaper (2014), available at
http://www.independent.co.uk/news/business/news/move-over-americachina-
overtakes-us-as-worlds-biggest-economy-kind-of-9783050.html,
accessed on the 14th October, 2014.
[34] The Irish Times (2014), available at http://www.irishtimes.com/
business/economy/china-sort-of-overtakes-us-as-biggest-economy-
1.1959353, accessed on 14th October, 2014.
[35] United Nations (2014) E-government Survey, E-government for the
future we want, New York, USA.
[36] Victor E. Dike (2003) Corruption in Nigeria: A New Paradigm for
Effective Control, accessed 12th October 2014.
[37] Vishanth Weerakkody, Ramzi El-Haddadeh and Shafi Al-Shafi (2011)
"Exploring the complexity of e-government implementation and
diffusion in a less developed country: Some lessons from State of
Qatar", Journal of Enterprise Information Management, Vol. 24, Issue 2,
pp. 172 -196.
[38] Questionnaires (2014) on challenges confronting e-Service adoption and
implementation in Nigeria, available at https://docs.google.com/forms/
d/10xkRpXdBitjHjCD8VY7uOPQ6Akt5FSIs96icEHbqRQU/viewform?
edit_requested=trueThank you
[39] World Bank (2004) World Development Report, New York, Oxford
University Press.
[40] World Atlas, available at www.worldatlas.com/webimage/
countrys/as.htm, accessed on the 27th October, 2014.
[1] Adeyemo A.B (2011) E-government implementation in Nigeria: An
assessment of Nigeria's global e-government ranking Journal of internet
and information system Vol. 2(1), pp. 11-19, Available online at
http://www.academicjournals.org/JIIS
[2] Ake Gronlund and T.A Horan (2004) "Introducing E-government:
History, Definitions and Issues, Communications of the Association for
Information Systems, Volume 15, Page 713-729.
[3] Akinwumi, Olayemi (2005) Crises and Conflicts in Nigeria: A Political
History since 1960. The Journal of Conflict Studies Vol. 25, No 2.
[4] Aljazeera news (2014) Nigeria becomes Africa's largest economy,
accessed on the 15th Oct, 2014. Available at http://www.aljazeera.com/
programmes/countingthecost/2014/04/nigeria-truly-strong-economy-
2014418134434573256.html
[5] Asiimwe, Edgar Napoleon and Lim, Nena (2010) “Usability of
Government Websites in Uganda” Electronic Journal of E-government,
Volume 8, Issue 1, Page 1-12.
[6] Ayoola T. J (2013) The effect of Cashless Policy of Government on
Corruption in Nigeria, The International Review of Management and
Business Research, Volume 2, Issue 3.
[7] Almarabeh, Tamara and Abu Ali, Amer (2010) A general framework for
e-Government: Definition Maturity Challenge, Opportunities and
Success, European Journal of Scientific Research, Volume 39, Issue 1,
page 29-42.
[8] Castellan, Catherine M. (2010) Quantitative and Qualitative Research: A
View for Clarity, International Journal of Education, Vol. 2, No. 2
[9] Danish Dada (2006) “The failure of e-Government in Developing
Countries: A Literature Review” The Electronic Journal on Information
Systems in Developing Countries, Volume 26, Issue 1. Page 1-10
[10] Federal Republic of Nigeria website available at
http://www.nigeria.gov.ng/ accessed on the 17th October 2014.
[11] Gajendra Sharma, Xi Bao and Wang Qian (2012) Empirical
Investigation on Adoption of e-Governance Services in Developing
Countries and Ethical Issues, International Journal of Advanced
Research in Computer Science and Software Engineering 2 (12),
December - 2012, pp. 19-27.
[12] Gilbert D. and Balestrini P. (2004) Barriers and benefits in the adoption
of e-government, The International Journal of Public Sector
Management, Volume 17, No. 4, page 286-301.
[13] Hardoy, J. E., Mitlin, D., & Satterthwaite, D. (2014). Environmental
problems in an urbanizing world: finding solutions in cities in Africa,
Asia and Latin America. Routledge.
[14] Heeks Richard and Savita Bailur (2007) "Analyzing e-government
research: Perspectives, philosophies, theories, methods, and
practice." Government information quarterly 24.2, pp 243-265.
[15] Hillier, M. (2003) “The role of Cultural context in multilingual website
usability” Electronic Journal of Commerce Research and Applications,
Volume 2, Number 1, page 2-14.
[16] Joel Barkan (2009) Legislative Power in Emerging African
Democracies, ISBN: 978-1-58826-688-0, USA.
[17] Kaliannan, M., & Awang, H. (2010). Adoption and use of e-government
services: a case study on e-procurement in Malaysia. WSEAS
Transactions on Business and Economics, 7(1), 1-10.
[18] Kolsaker, A, and Lee-Kelley, L. (2009) “Singing from the Same
Hymnsheet? The Impact of Internal Stakeholders on the Development of
e-Democracy.” Electronic Journal of e-GovernmentVolume 7 Issue 2,
(pp. 155 - 162), Available online at www.ejeg.com
[19] Margaret Tan, Deng Xiaoai, Yang Qiushi and Cheng Chen (2013) AN
Investigation of e-Government Services in China, The Electronic Journal
of Information Systems in Developing Countries (EJISDC), Volume 57,
Issue 5, page 1-20.
[20] Lagos State Government, Nigeria website available at
http://www.lagosstate.gov.ng/ accessed on the 19th October 2014.
[21] Lau, E. (2003) Challenges For E-government Development, 5th Global
Forum on re-inventing Government, Mexico City, 5th November, 2003.
[22] Mohammed Alshehri and Stew Drew (2010) “Challenges of e-
Government Services Adoption in Saudi Arabia from e-Ready Citizen
Perspective” Journal of World Academy of Science, Engineering and
Technology, Vol. 4, No. 6.
[23] Mundy, D and Musa, B (2010) "Towards a Framework for e-
Government Development in Nigeria" Electronic Journal of e-
Government, Volume 8, Issue 2, PP148-161.
[24] Roland T. Rust and P.K Kannan (2003) e-Service: A New Paradigm for
Business in the Electronic Environment, Communications of the ACM
June 2003, Volume 46, No. 6.
[25] Roztocki, N and Weistroffer, H.R. (2008) Information Technology in
Emerging Economies, Information Technology for Development, 14, 1,
1-10.
[26] Ruyter Ko De, Martin Wetzels and Mirella Kleijnen (2001) “Customer
adoption of e-service: an experimental study” International Journal of
Service Management, Volume 12, No. 2, pages 184-207.
[27] Schwester, R. (2009). Examining the Barriers to e-Government
Adoption. Electronic Journal of E-government, 7(1)
[28] Sukasame, N. (2004) "The development of e-service in Thai
government." BU Academic Review 3.1, page17-24.
[29] Susanto, T.D and R. Goodwin (2010) “Factors Influencing Citizen
Adoption of SMS Based e-Government Services” Electronic Journal of
e-Government, Volume 8, Issue 1, pages 55-71.
[30] Surjadjaja, H., Ghosh, S., & Antony, F. (2003) “Determining and
assessing the determinants of e-Service operations.” Managing Service
Quality Journal, Volume 13 (1), pages 39-53.
[31] The e-readiness rankings (2005), "a white paper from the Economist
Intelligence Unit", accessed on 3rd October, 2014 and available at
(http://graphics.eiu.com/files/ad_pdfs/2005Ereadiness_Ranking_WP.pdf
)
[32] The Economist Newspaper (2014) available at
http://www.economist.com/news/leaders/21600685-nigerias-suddenlysupersized-
economy-indeed-wonder-so-are-its-still-huge, accessed on
the 29th October, 2014.
[33] The Independent newspaper (2014), available at
http://www.independent.co.uk/news/business/news/move-over-americachina-
overtakes-us-as-worlds-biggest-economy-kind-of-9783050.html,
accessed on the 14th October, 2014.
[34] The Irish Times (2014), available at http://www.irishtimes.com/
business/economy/china-sort-of-overtakes-us-as-biggest-economy-
1.1959353, accessed on 14th October, 2014.
[35] United Nations (2014) E-government Survey, E-government for the
future we want, New York, USA.
[36] Victor E. Dike (2003) Corruption in Nigeria: A New Paradigm for
Effective Control, accessed 12th October 2014.
[37] Vishanth Weerakkody, Ramzi El-Haddadeh and Shafi Al-Shafi (2011)
"Exploring the complexity of e-government implementation and
diffusion in a less developed country: Some lessons from State of
Qatar", Journal of Enterprise Information Management, Vol. 24, Issue 2,
pp. 172 -196.
[38] Questionnaires (2014) on challenges confronting e-Service adoption and
implementation in Nigeria, available at https://docs.google.com/forms/
d/10xkRpXdBitjHjCD8VY7uOPQ6Akt5FSIs96icEHbqRQU/viewform?
edit_requested=trueThank you
[39] World Bank (2004) World Development Report, New York, Oxford
University Press.
[40] World Atlas, available at www.worldatlas.com/webimage/
countrys/as.htm, accessed on the 27th October, 2014.
@article{"International Journal of Business, Human and Social Sciences:68821", author = "Kazeem Oluwakemi Oseni and Kate Dingley", title = "Challenges of e-Service Adoption and Implementation in Nigeria: Lessons from Asia", abstract = "e-Service has moved from the usual manual and
traditional way of rendering services to electronic service provision
for the public and there are several reasons for implementing these
services, Airline ticketing have gone from its manual traditional way
to an intelligent web-driven service of purchasing. Many companies
have seen their profits doubled through the use of online services in
their operation and a typical example is Hewlett Packard (HP) which
is rapidly transforming their after sales business into a profit
generating e-service business unit.
This paper will examine the various challenges confronting e-
Service adoption and implementation in Nigeria and also analyse
lessons learnt from e-Service adoption and implementation in Asia to
see how it could be useful in Nigeria which is a lower middle income
country. From the analysis of the online survey data, it has been
identified that the public in Nigeria are much aware of e-Services but
successful adoption and implementation have been the problems
faced.
", keywords = "Adoption, Asia, e-Government Service, Implementation, Nigeria.", volume = "8", number = "12", pages = "3971-8", }
