Developing and Validating an Instrument for Measuring Mobile Government Adoption in Saudi Arabia
Many governments recently started to change the ways of providing their services by allowing their citizens to access services from anywhere without the need of visiting the location of the service provider. Mobile government (M-government) is one of the techniques that fulfill that goal. It has been adopted by many governments. M-government can be defined as an implementation of Electronic Government (E-Government) by using mobile technology with the aim of improving service delivery to citizens, businesses and all government agencies. There have been several research projects developing models to understand the behavior of individuals towards the adoption of m-government. This paper proposes a model for adoption of m-government services in Saudi Arabia by extending Technology Acceptance Model (TAM) by introducing external factors. This paper also reports on the development of a survey instrument designed to measure user perception of mobile government acceptance. A survey instrument has been developed by using existing scales from prior instruments and a pilot study has been conducted by distributing the survey to 33 participants. As a result, a survey instrument has been refined to retain 43 items. The results also showed that the reliabilities of all the scales in the survey instrument are above the levels acceptable in current academic research, thus the instruments developed by us are capable of analyzing the factors in M-government adoption.
[1] P. Hernon, H. Reylea, R. Rugan, J. Cheverie, “United States government information: Policies and sources,” 2002, pp. 388-410. Westport, CT: Libraries
[2] D. Evans, and D. Yen, “E-Government: Evolving Relationship of Citizens and Government Information Quarterly”, 2006, pp. 207-235.
[3] R. Lallana, R, “E-government for development m-government: Mobile/wireless applications”, 2004.
[4] D. Gefen, K. Elena and D. Straub, “Trust and TAM in online shopping: An integrated model. Management Information Systems Quarterly”, 2003, vol. 1, pp. 51–90
[5] F. Davis, “A technology acceptance model for empirically testing new end-user information systems: Theory and results”, Doctoral dissertation, Sloan School of Management, Massachusetts Institute of Technology, 1989
[6] J. Revels, D. Tojib and Y. Tsarenko, “Understanding consumer intention to use mobile service”, Australian Marketing Journal (AMJ), 2010, vol. 2, pp.74-80.
[7] R. L. Oliver, R. L, “Whence customer loyalty”, Journal of Marketing, 1999, vol. 4, pp. 33–44.
[8] B. Ives, B, H. Olson and J. Baroudi, “The measurement of user information satisfaction: A method and critique”, Communications of the ACM, 1993, vol. 10, pp. 785–793.
[9] B. Wixom and P. Todd, “A theoretical integration of user satisfaction and technology acceptance”, Information Systems Research, 2005, vol. 16, pp. 85–102.
[10] S. Hung, M. Chang and R. Kuo, “User acceptance of mobile E-government services: An empirical study”, Government Information Quarterly, 2013, vol. 1, pp. 33–44
[11] Q. Min, S. Ji and G. Qu, “Mobile commerce user acceptance study in China: A revised UTAUT model”, Tsinghua Science and Technology, 2008, vol. 3, pp. 257–264
[12] T. Zarmpo, V. Saprikis, A. Markos and M. Vlachopoulou, “Modeling users’ acceptance of mobile services”, Electronic Commerce Research, 2012, vol. 12, pp. 225–248.
[13] O. Al-Hujran and M. Migdadi, M, “Public acceptance of m-government services in developing countries: The case of Jordan”, 2012.
[14] N. Yaghoubi, A. Haghi and S. Asl, “e-Government and citizen satisfaction in Iran: Empirical study on ICT offices”, World Applied Sciences Journal, 2011, vol. 7, pp. 1084–1092.
[15] A. Parasuraman, V. Zeithaml and L. Berry, “SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality”. Journal of Retailing, 1988, vol. 1, pp. 12–40.
[16] V. Kumar, B. Mukerji, I. Butt and I. Persaud, A. “Factors for successful e-government adoption: A conceptual framework”, Electronic. Journal of E-Government, 2007, vol 5, pp. 63–76
[17] O. Al Hujran, A. Aloudat and J. Altarawneh, I, “Factors influencing citizen adoption of e-government in developing countries: The case of Jordan”, Int. J. Technol. Hum. Interact, 2013, vol. 9, pp. 1–19.
[18] C. Lai and G. Pires, “Testing of a model evaluating e-government portal acceptance and satisfaction”, The Electronic Journal Information Systems Evaluation, 2010, vol. 13, pp. 35–46.
[19] S. Colesca, “Understanding Trust in e-Government”, Inzinerine Ekonomika-Engineering Economics, 2009, vol. 3, pp. 7-15.
[20] H. Nysveen, P. Pedersen and H. Thorbjørnsen, “Explaining intention to use mobile chat services: moderating effects of gender”, 2005, Journal of Consumer Marketing, vol. 22, pp. 247-256.
[21] M. Fishbein and L. Ajzen, “Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research”, 1975, MA, Addison-Wesley.
[22] S. Hong, J. Thong, J. Moon and K. Tam, “Understanding the behavior of mobile data services consumers”, 2008, vol. 10, pp. 431-445.
[23] T. Faziharudean and T. Li-Ly, “Consumers’ behavioral intentions to use mobile data services in Malaysia”, 2011, vol 5, pp. 1811-1821.
[24] U. Sekeran, “Research Method for Business”, 1992, A Skill Building Method, 2nd Edition, John Wiley and Sons, Inc. Canada
[25] B. Abdullah, D. Yogesh and W. Michael, “IS/IT adoption Research in The Suadi Arabian Context: Analysis Past and Outlining Future Research Direction”, Mediterranean and Middle Eastern Conference on Information System, 2013.
[26] Y. Li, Y. Yen, “Service Quality's Impact on Mobile Satisfaction and Intention to Use 3G Service”, 2009, System Sciences, HICSS '09. 42nd Hawaii International Conference.
[27] T. Horan, A. Abhichandani, R. Rayalu, “Assessing user satisfaction of e-government services: Development and testing of quality-in-use satisfaction with advanced traveler information systems (ATIS)”, 2006, In Proceedings of the 39th Annual Hawaii International Conference on System Sciences, Kauai, HI
[1] P. Hernon, H. Reylea, R. Rugan, J. Cheverie, “United States government information: Policies and sources,” 2002, pp. 388-410. Westport, CT: Libraries
[2] D. Evans, and D. Yen, “E-Government: Evolving Relationship of Citizens and Government Information Quarterly”, 2006, pp. 207-235.
[3] R. Lallana, R, “E-government for development m-government: Mobile/wireless applications”, 2004.
[4] D. Gefen, K. Elena and D. Straub, “Trust and TAM in online shopping: An integrated model. Management Information Systems Quarterly”, 2003, vol. 1, pp. 51–90
[5] F. Davis, “A technology acceptance model for empirically testing new end-user information systems: Theory and results”, Doctoral dissertation, Sloan School of Management, Massachusetts Institute of Technology, 1989
[6] J. Revels, D. Tojib and Y. Tsarenko, “Understanding consumer intention to use mobile service”, Australian Marketing Journal (AMJ), 2010, vol. 2, pp.74-80.
[7] R. L. Oliver, R. L, “Whence customer loyalty”, Journal of Marketing, 1999, vol. 4, pp. 33–44.
[8] B. Ives, B, H. Olson and J. Baroudi, “The measurement of user information satisfaction: A method and critique”, Communications of the ACM, 1993, vol. 10, pp. 785–793.
[9] B. Wixom and P. Todd, “A theoretical integration of user satisfaction and technology acceptance”, Information Systems Research, 2005, vol. 16, pp. 85–102.
[10] S. Hung, M. Chang and R. Kuo, “User acceptance of mobile E-government services: An empirical study”, Government Information Quarterly, 2013, vol. 1, pp. 33–44
[11] Q. Min, S. Ji and G. Qu, “Mobile commerce user acceptance study in China: A revised UTAUT model”, Tsinghua Science and Technology, 2008, vol. 3, pp. 257–264
[12] T. Zarmpo, V. Saprikis, A. Markos and M. Vlachopoulou, “Modeling users’ acceptance of mobile services”, Electronic Commerce Research, 2012, vol. 12, pp. 225–248.
[13] O. Al-Hujran and M. Migdadi, M, “Public acceptance of m-government services in developing countries: The case of Jordan”, 2012.
[14] N. Yaghoubi, A. Haghi and S. Asl, “e-Government and citizen satisfaction in Iran: Empirical study on ICT offices”, World Applied Sciences Journal, 2011, vol. 7, pp. 1084–1092.
[15] A. Parasuraman, V. Zeithaml and L. Berry, “SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality”. Journal of Retailing, 1988, vol. 1, pp. 12–40.
[16] V. Kumar, B. Mukerji, I. Butt and I. Persaud, A. “Factors for successful e-government adoption: A conceptual framework”, Electronic. Journal of E-Government, 2007, vol 5, pp. 63–76
[17] O. Al Hujran, A. Aloudat and J. Altarawneh, I, “Factors influencing citizen adoption of e-government in developing countries: The case of Jordan”, Int. J. Technol. Hum. Interact, 2013, vol. 9, pp. 1–19.
[18] C. Lai and G. Pires, “Testing of a model evaluating e-government portal acceptance and satisfaction”, The Electronic Journal Information Systems Evaluation, 2010, vol. 13, pp. 35–46.
[19] S. Colesca, “Understanding Trust in e-Government”, Inzinerine Ekonomika-Engineering Economics, 2009, vol. 3, pp. 7-15.
[20] H. Nysveen, P. Pedersen and H. Thorbjørnsen, “Explaining intention to use mobile chat services: moderating effects of gender”, 2005, Journal of Consumer Marketing, vol. 22, pp. 247-256.
[21] M. Fishbein and L. Ajzen, “Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research”, 1975, MA, Addison-Wesley.
[22] S. Hong, J. Thong, J. Moon and K. Tam, “Understanding the behavior of mobile data services consumers”, 2008, vol. 10, pp. 431-445.
[23] T. Faziharudean and T. Li-Ly, “Consumers’ behavioral intentions to use mobile data services in Malaysia”, 2011, vol 5, pp. 1811-1821.
[24] U. Sekeran, “Research Method for Business”, 1992, A Skill Building Method, 2nd Edition, John Wiley and Sons, Inc. Canada
[25] B. Abdullah, D. Yogesh and W. Michael, “IS/IT adoption Research in The Suadi Arabian Context: Analysis Past and Outlining Future Research Direction”, Mediterranean and Middle Eastern Conference on Information System, 2013.
[26] Y. Li, Y. Yen, “Service Quality's Impact on Mobile Satisfaction and Intention to Use 3G Service”, 2009, System Sciences, HICSS '09. 42nd Hawaii International Conference.
[27] T. Horan, A. Abhichandani, R. Rayalu, “Assessing user satisfaction of e-government services: Development and testing of quality-in-use satisfaction with advanced traveler information systems (ATIS)”, 2006, In Proceedings of the 39th Annual Hawaii International Conference on System Sciences, Kauai, HI
@article{"International Journal of Business, Human and Social Sciences:72339", author = "Sultan Alotaibi and Dmitri Roussinov", title = "Developing and Validating an Instrument for Measuring Mobile Government Adoption in Saudi Arabia", abstract = "Many governments recently started to change the ways of providing their services by allowing their citizens to access services from anywhere without the need of visiting the location of the service provider. Mobile government (M-government) is one of the techniques that fulfill that goal. It has been adopted by many governments. M-government can be defined as an implementation of Electronic Government (E-Government) by using mobile technology with the aim of improving service delivery to citizens, businesses and all government agencies. There have been several research projects developing models to understand the behavior of individuals towards the adoption of m-government. This paper proposes a model for adoption of m-government services in Saudi Arabia by extending Technology Acceptance Model (TAM) by introducing external factors. This paper also reports on the development of a survey instrument designed to measure user perception of mobile government acceptance. A survey instrument has been developed by using existing scales from prior instruments and a pilot study has been conducted by distributing the survey to 33 participants. As a result, a survey instrument has been refined to retain 43 items. The results also showed that the reliabilities of all the scales in the survey instrument are above the levels acceptable in current academic research, thus the instruments developed by us are capable of analyzing the factors in M-government adoption.", keywords = "TAM, m-government, e-government, model, acceptance.", volume = "10", number = "3", pages = "746-7", }
