Modelling Customer's Attitude Towards E-Government Services
e-Government structures permits the government to operate in a more transparent and accountable manner of which it increases the power of the individual in relation to that of the government. This paper identifies the factors that determine customer-s attitude towards e-Government services using a theoretical model based on the Technology Acceptance Model. Data relating to the constructs were collected from 200 respondents. The research model was tested using Structural Equation Modeling (SEM) techniques via the Analysis of Moment Structure (AMOS 16) computer software. SEM is a comprehensive approach to testing hypotheses about relations among observed and latent variables. The proposed model fits the data well. The results demonstrated that e- Government services acceptance can be explained in terms of compatibility and attitude towards e-Government services. The setup of the e-Government services will be compatible with the way users work and are more likely to adopt e-Government services owing to their familiarity with the Internet for various official, personal, and recreational uses. In addition, managerial implications for government policy makers, government agencies, and system developers are also discussed.
[1] E. Tambouris, S. Gorilas and G. Boukis, Investigation of electronic
government, 2001, [Online], Available: http://www.egovproject.
org/egovsite/
tambouris_panhellenic.pdf#search=ÔÇÿinvestigation%20of%20electronic
%20government [8 May, 2010].
[2] United Nations Division for Public Economics and Public
Administration, Benchmarking E-Government: A global perspective,
assessing the progress of the UN member states, 2002, [Online],
Available:
http://unpan1.un.org/intradoc/groups/public/documents/un/unpan00398
4.pdf. [2 May, 2010].
[3] Australian National Audit Office, How to decide to use the Internet to
deliver government programmes and services, Australian National
Audit Office, 2001.
[4] United Nations, United Nations E-Government Survey 2008: From EGovernment
to Connected Governance, New York: United Nations,
2008.
[5] L. Carter and F. Belanger, 2004. Citizen adoption of e-government
initiatives, [Online], Available:
http://doi.ieeecomputersociety.org/10.1109/HICSS.2004.1265306 [21
May, 2010].
[6] R. Heeks and S. Bailur, "Analyzinge-governmentresearch:Perspective,
philosophies, theories, methods, and practice," Government
Information Quarterly, vol. 24, no.2, pp. 243−265, 2007.
[7] N. Helbig, J. Gil-Garcia, and E. Ferro, "Understanding the complexity
of electronic government: Implications from the digital divide
literature," Government Information Quarterly, vol. 26, no.1, pp.
89−97, 2009.
[8] P. Verdegem, and G. Verleye, "User-centered e-government in practice:
A comprehensive model for measuring user satisfaction," Government
Information Quarterly, vol. 26, no.3, pp. 487−497, 2009.
[9] F.D. Davis, "Perceived usefulness, perceived ease of use and user
acceptance of information technology," MIS Quarterly, vol. 13, no3,
pp. 319-340, 1989.
[10] F.D. Davis, and A. Arbor, "Perceived usefulness, perceived ease of use,
and user acceptance of information technology," MIS Quarterly, vol.
13, no.3, pp. 319-340, 1989.
[11] F.D. Davis, R.P. Bagozzi, and P.R. Warshaw, "User acceptance of
computer technology: A comparison of two theoretical models,"
Management Science, vol. 35, no.8, pp. 982-1003, 1989.
[12] R. Agarwal, and J. Prasad, "Are individual differences germane to the
acceptance of new information technologies?," Decision Sciences, vol.
30, no.2, pp. 361-391, 1999.
[13] M.G. Morris, and A. Dillon, "How user perceptions influence software
use," IEEE Software, vol. 14, no.4, pp. 58-65, 1997.
[14] P.J. Hu, P.Y.K., Chau, O.R.L. Sheng, and K.Y. Tam, "Examining the
Technology Acceptance Model using physician acceptance of
telemedicine technology," Journal of Management Information
Systems, vol. 16, no.2, pp. 91-112, 1999.
[15] C.M., Jackson, S. Chow and R.A. Leitch, "Toward an understanding of
the behavioral intention to use an information system," Decision
Sciences, vol. 28, no.2, pp. 357-389, 1997.
[16] V. Venkatesh, "Creation of favorable user perceptions: Exploring the
role of intrinsic motivation," MIS Quarterly, vol. 23, no.2, pp. 239-260,
1999.
[17] V. Venkatesh and F.D. Davis, "A model of the antecedents of perceived
ease of use: Development and test," Decision Sciences, vol. 27, no.3,
pp. 451-481, 1996.
[18] V. Venkatesh, and M.G. Morris, "Why don-t men ever stop to ask for
direction? Gender, social influence and their role in technology
acceptance and usage behavior," MIS Quarterly, vol. 24, no.1, pp. 115-
139, 2000.
[19] L. Carter and F. Belanger, "The utilization of e-government services:
Citizen trust, innovation and acceptance factors," Information Systems
Journal, vol. 15, pp. 5-25, 2005.
[20] Y.S. Wang, "The adoption of electronic tax filing systems: An
empirical study" Government Information Quarterly, vol. 20, pp. 333-
352, 2002.
[21] J.R. Fu, C.K. Farn, and W.P. Chao, "Acceptance of electronic tax
filing: A study of taxpayer intentions," Information & Management,
vol. 43, pp. 109-126, 2006.
[22] M.S., Norazah, T. Ramayah, and M.S. Norbayah, "Internet shopping
acceptance: examining the influence of intrinsic versus extrinsic
motivations," Direct Marketing: An International Journal, vol. 2, no.2,
pp. 97-110, 2008.
[23] M.H. Fagan, B.R. Wooldridge and S. Neill, "Exploring the intention to
use computers: An empirical investigation of the role of intrinsic
motivation, extrinsic motivation, and perceived ease of use," Journal of
Computer Information Systems, vol. 48, no.3, pp. 31-37, 2008.
[24] M.K. Hsu, S.W. Wang and K.K. Chiu, "Computer attitude, statistics
anxiety and self-efficacy on statistical software adoption behavior: An
empirical study of online MBA learners," Computers in Human
Behavior, vol. 25, pp. 412-420, 2009.
[25] T. Ramayah, Y.L. Chin, M.S. Norazah, and I. Amlus, "Determinants of
intention to use an online bill payment system among MBA students,"
E-Business, vol. 9, pp. 80-91, 2005.
[26] E.M. Rogers, "Diffusion of Innovations. New York: The Free Press (3rd
Edition)," in Fichman, R.G. 1992. Information Technology Diffusion:
A Review of Empirical Research, 1983. [Online], Available:
http://www2.bc.edu [10 May, 2010].
[27] S., Hung, C. Chang and Yu, "Determinants of user acceptance of the e-
Government services: The case of online tax filing and payment
system," Government Information Quarterly, vol. 23, pp. 97-122, 2006.
[28] M. Fishbein, and I. Ajzen, Belief, attitude, intention and behavior: An
introduction to theory and research. Addison-Wesley, 1975.
[29] J. Hartwick and H. Barki, "Explaining the role of user participation in
information systems use," Management Science, vol. 40, no.4, pp. 440-
65, 1994.
[30] S. Erevelles, "The role of affect of marketing," Journal of Business
Research, vol. 42, no.3, pp. 199-215, 1998.
[31] C. Fornell and D.F. Larcker, "Evaluating structural equation models
with unobservable and measurement error," Journal of Marketing
Research, vol. 18, pp. 39-50, 1981.
[32] M. Koufaris, "Applying the Technology Acceptance Model and Flow
Theory to Online Consumer Behavior," Information Systems Research,
vol. 13, no.2, pp. 205-223, 2002.
[33] L.J. Williams and J.T. Hazer, "Antecedents and consequence of
satisfaction and commitment in turnover models: A renalysis using
latent variable structural equation models," Journal of Applied
Psychology, vol. 71, pp. 219-231, 1986.
[34] J.F. Hair, B. Black, B. Babin, R.E. Anderson and R.L. Tatham,
Multivariate Data Analysis: A Global Perspective, Pearson Education
Inc., NJ, 2010.
[35] J.C. Anderson and D.W. Gerbing, "Structural equation modeling in
practice: A review and recommended two-step approach,"
Psychological Bulletin, vol. 103, no.3, pp. 411-423, 1988.
[36] R.P. Bagozzi and Y. Yi, "On the evaluation of structural equation
models," Academic of Marketing Science, vol. 16, pp. 74-94, 1988.
[37] T. Raykov and G.A. Marcoulides, A First Course in Structural Equation
Modeling, Lawrence Erlbaum Associates, Mahwah, NJ. Recovery
Journal Academy of Marketing Science, vol. 22, no.1, pp. 52-61, 2000.
[38] P.M. Bentler, "On the fit of models to covariances and methodology to
the bulletin," Psychological Bulletin, vol. 112, no.3, pp. 400-404, 1992.
[39] L. Hu and P.M. Bentler, "Cutoff criteria for fit indexes in covariance
structure analysis: conventional criteria versus new alternatives,"
Structural Equation Modeling, vol. 6, no.1, pp. 1-55, 1999.
[40] D. Gefen, E. Karahanna, and D.W. Straub, "Trust and TAM in online
shopping: An integrated model," MIS Quarterly, vol. 27, no.1, pp. 51-
90, 2003.
[41] K.A. Bollen and P.J. Curran, Latent Curve Models: A Structural
Equation Perspective. Wiley Series in Probability and Mathematical
Statistics. New York: Wiley, 285, 2006.
[42] K.G. Joreskog, and D. Sorbom, LISREL 8: User-s reference guide.
Chicago Scientific Software International, 1996.
[43] R.B. Kline, Principles and practice of structural equation modeling.
New York: Guilford, 1998.
[44] D. Gefen and D.W. Straub, "A practical guide to factorial validity using
PLS-graph: Tutorial and annotated example," Communications of the
AIS, vol. 16, no.5, pp. 91-109, 2005.
[45] M.W. Browne and R. Cudeck, Alternative ways of assessing model fit.
In K. A. Bollen and J. S. Long (Eds.), Testing structural equation
models (pp. 136-162). Mewbury Park, CA: Sage, 1993.
[1] E. Tambouris, S. Gorilas and G. Boukis, Investigation of electronic
government, 2001, [Online], Available: http://www.egovproject.
org/egovsite/
tambouris_panhellenic.pdf#search=ÔÇÿinvestigation%20of%20electronic
%20government [8 May, 2010].
[2] United Nations Division for Public Economics and Public
Administration, Benchmarking E-Government: A global perspective,
assessing the progress of the UN member states, 2002, [Online],
Available:
http://unpan1.un.org/intradoc/groups/public/documents/un/unpan00398
4.pdf. [2 May, 2010].
[3] Australian National Audit Office, How to decide to use the Internet to
deliver government programmes and services, Australian National
Audit Office, 2001.
[4] United Nations, United Nations E-Government Survey 2008: From EGovernment
to Connected Governance, New York: United Nations,
2008.
[5] L. Carter and F. Belanger, 2004. Citizen adoption of e-government
initiatives, [Online], Available:
http://doi.ieeecomputersociety.org/10.1109/HICSS.2004.1265306 [21
May, 2010].
[6] R. Heeks and S. Bailur, "Analyzinge-governmentresearch:Perspective,
philosophies, theories, methods, and practice," Government
Information Quarterly, vol. 24, no.2, pp. 243−265, 2007.
[7] N. Helbig, J. Gil-Garcia, and E. Ferro, "Understanding the complexity
of electronic government: Implications from the digital divide
literature," Government Information Quarterly, vol. 26, no.1, pp.
89−97, 2009.
[8] P. Verdegem, and G. Verleye, "User-centered e-government in practice:
A comprehensive model for measuring user satisfaction," Government
Information Quarterly, vol. 26, no.3, pp. 487−497, 2009.
[9] F.D. Davis, "Perceived usefulness, perceived ease of use and user
acceptance of information technology," MIS Quarterly, vol. 13, no3,
pp. 319-340, 1989.
[10] F.D. Davis, and A. Arbor, "Perceived usefulness, perceived ease of use,
and user acceptance of information technology," MIS Quarterly, vol.
13, no.3, pp. 319-340, 1989.
[11] F.D. Davis, R.P. Bagozzi, and P.R. Warshaw, "User acceptance of
computer technology: A comparison of two theoretical models,"
Management Science, vol. 35, no.8, pp. 982-1003, 1989.
[12] R. Agarwal, and J. Prasad, "Are individual differences germane to the
acceptance of new information technologies?," Decision Sciences, vol.
30, no.2, pp. 361-391, 1999.
[13] M.G. Morris, and A. Dillon, "How user perceptions influence software
use," IEEE Software, vol. 14, no.4, pp. 58-65, 1997.
[14] P.J. Hu, P.Y.K., Chau, O.R.L. Sheng, and K.Y. Tam, "Examining the
Technology Acceptance Model using physician acceptance of
telemedicine technology," Journal of Management Information
Systems, vol. 16, no.2, pp. 91-112, 1999.
[15] C.M., Jackson, S. Chow and R.A. Leitch, "Toward an understanding of
the behavioral intention to use an information system," Decision
Sciences, vol. 28, no.2, pp. 357-389, 1997.
[16] V. Venkatesh, "Creation of favorable user perceptions: Exploring the
role of intrinsic motivation," MIS Quarterly, vol. 23, no.2, pp. 239-260,
1999.
[17] V. Venkatesh and F.D. Davis, "A model of the antecedents of perceived
ease of use: Development and test," Decision Sciences, vol. 27, no.3,
pp. 451-481, 1996.
[18] V. Venkatesh, and M.G. Morris, "Why don-t men ever stop to ask for
direction? Gender, social influence and their role in technology
acceptance and usage behavior," MIS Quarterly, vol. 24, no.1, pp. 115-
139, 2000.
[19] L. Carter and F. Belanger, "The utilization of e-government services:
Citizen trust, innovation and acceptance factors," Information Systems
Journal, vol. 15, pp. 5-25, 2005.
[20] Y.S. Wang, "The adoption of electronic tax filing systems: An
empirical study" Government Information Quarterly, vol. 20, pp. 333-
352, 2002.
[21] J.R. Fu, C.K. Farn, and W.P. Chao, "Acceptance of electronic tax
filing: A study of taxpayer intentions," Information & Management,
vol. 43, pp. 109-126, 2006.
[22] M.S., Norazah, T. Ramayah, and M.S. Norbayah, "Internet shopping
acceptance: examining the influence of intrinsic versus extrinsic
motivations," Direct Marketing: An International Journal, vol. 2, no.2,
pp. 97-110, 2008.
[23] M.H. Fagan, B.R. Wooldridge and S. Neill, "Exploring the intention to
use computers: An empirical investigation of the role of intrinsic
motivation, extrinsic motivation, and perceived ease of use," Journal of
Computer Information Systems, vol. 48, no.3, pp. 31-37, 2008.
[24] M.K. Hsu, S.W. Wang and K.K. Chiu, "Computer attitude, statistics
anxiety and self-efficacy on statistical software adoption behavior: An
empirical study of online MBA learners," Computers in Human
Behavior, vol. 25, pp. 412-420, 2009.
[25] T. Ramayah, Y.L. Chin, M.S. Norazah, and I. Amlus, "Determinants of
intention to use an online bill payment system among MBA students,"
E-Business, vol. 9, pp. 80-91, 2005.
[26] E.M. Rogers, "Diffusion of Innovations. New York: The Free Press (3rd
Edition)," in Fichman, R.G. 1992. Information Technology Diffusion:
A Review of Empirical Research, 1983. [Online], Available:
http://www2.bc.edu [10 May, 2010].
[27] S., Hung, C. Chang and Yu, "Determinants of user acceptance of the e-
Government services: The case of online tax filing and payment
system," Government Information Quarterly, vol. 23, pp. 97-122, 2006.
[28] M. Fishbein, and I. Ajzen, Belief, attitude, intention and behavior: An
introduction to theory and research. Addison-Wesley, 1975.
[29] J. Hartwick and H. Barki, "Explaining the role of user participation in
information systems use," Management Science, vol. 40, no.4, pp. 440-
65, 1994.
[30] S. Erevelles, "The role of affect of marketing," Journal of Business
Research, vol. 42, no.3, pp. 199-215, 1998.
[31] C. Fornell and D.F. Larcker, "Evaluating structural equation models
with unobservable and measurement error," Journal of Marketing
Research, vol. 18, pp. 39-50, 1981.
[32] M. Koufaris, "Applying the Technology Acceptance Model and Flow
Theory to Online Consumer Behavior," Information Systems Research,
vol. 13, no.2, pp. 205-223, 2002.
[33] L.J. Williams and J.T. Hazer, "Antecedents and consequence of
satisfaction and commitment in turnover models: A renalysis using
latent variable structural equation models," Journal of Applied
Psychology, vol. 71, pp. 219-231, 1986.
[34] J.F. Hair, B. Black, B. Babin, R.E. Anderson and R.L. Tatham,
Multivariate Data Analysis: A Global Perspective, Pearson Education
Inc., NJ, 2010.
[35] J.C. Anderson and D.W. Gerbing, "Structural equation modeling in
practice: A review and recommended two-step approach,"
Psychological Bulletin, vol. 103, no.3, pp. 411-423, 1988.
[36] R.P. Bagozzi and Y. Yi, "On the evaluation of structural equation
models," Academic of Marketing Science, vol. 16, pp. 74-94, 1988.
[37] T. Raykov and G.A. Marcoulides, A First Course in Structural Equation
Modeling, Lawrence Erlbaum Associates, Mahwah, NJ. Recovery
Journal Academy of Marketing Science, vol. 22, no.1, pp. 52-61, 2000.
[38] P.M. Bentler, "On the fit of models to covariances and methodology to
the bulletin," Psychological Bulletin, vol. 112, no.3, pp. 400-404, 1992.
[39] L. Hu and P.M. Bentler, "Cutoff criteria for fit indexes in covariance
structure analysis: conventional criteria versus new alternatives,"
Structural Equation Modeling, vol. 6, no.1, pp. 1-55, 1999.
[40] D. Gefen, E. Karahanna, and D.W. Straub, "Trust and TAM in online
shopping: An integrated model," MIS Quarterly, vol. 27, no.1, pp. 51-
90, 2003.
[41] K.A. Bollen and P.J. Curran, Latent Curve Models: A Structural
Equation Perspective. Wiley Series in Probability and Mathematical
Statistics. New York: Wiley, 285, 2006.
[42] K.G. Joreskog, and D. Sorbom, LISREL 8: User-s reference guide.
Chicago Scientific Software International, 1996.
[43] R.B. Kline, Principles and practice of structural equation modeling.
New York: Guilford, 1998.
[44] D. Gefen and D.W. Straub, "A practical guide to factorial validity using
PLS-graph: Tutorial and annotated example," Communications of the
AIS, vol. 16, no.5, pp. 91-109, 2005.
[45] M.W. Browne and R. Cudeck, Alternative ways of assessing model fit.
In K. A. Bollen and J. S. Long (Eds.), Testing structural equation
models (pp. 136-162). Mewbury Park, CA: Sage, 1993.
@article{"International Journal of Business, Human and Social Sciences:49646", author = "Norazah Mohd Suki and T Ramayah", title = "Modelling Customer's Attitude Towards E-Government Services", abstract = "e-Government structures permits the government to operate in a more transparent and accountable manner of which it increases the power of the individual in relation to that of the government. This paper identifies the factors that determine customer-s attitude towards e-Government services using a theoretical model based on the Technology Acceptance Model. Data relating to the constructs were collected from 200 respondents. The research model was tested using Structural Equation Modeling (SEM) techniques via the Analysis of Moment Structure (AMOS 16) computer software. SEM is a comprehensive approach to testing hypotheses about relations among observed and latent variables. The proposed model fits the data well. The results demonstrated that e- Government services acceptance can be explained in terms of compatibility and attitude towards e-Government services. The setup of the e-Government services will be compatible with the way users work and are more likely to adopt e-Government services owing to their familiarity with the Internet for various official, personal, and recreational uses. In addition, managerial implications for government policy makers, government agencies, and system developers are also discussed.
", keywords = "E-government, structural equation modelling, attitude, service.", volume = "5", number = "9", pages = "1122-7", }
