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For the past two decades, e-government has become a part of government’s development programmes throughout the world. With the availability of e-government, public services can be accessed 24 hours a day, 7 days a week. Governments have put a lot of resources into implementing e-government platforms. Technology adoption scholars have paid serious attention towards understanding the factors that influence citizens’ usage of online services. However, despite the enormous research efforts that have been put forth and the use of egovernment services that has been examined widely, e-government services offered by the government agencies often remain underutilised. Malaysia has successful cases of implementing e-government services. However, a recent study about e-government adoption in Malaysia indicated that it was growing slowly with a low rate of adoption. Moreover, several studies also found that citizens were more likely to use e-information services than e-payment services, even with both services were offered online in the same webpage. As such, it is reasonable for this study to understand the reasons e-information usage was higher compared to e-payment services in e-government services.Evidence demonstrates that the Unified Theory of Acceptance and Use of Technology (UTAUT) conceptual model has been successfully employed to explain technology adoption by citizens. Furthermore, the predictors in these models have been validated by prior studies in various settings. By considering a variety of types and levels of e-government services, the present study is significant in that it examines the citizens’ attitudes towards different e-government system use. Thus, this study was conducted with the aim to identify the predictor factors in the usage of different e-government services and functions by: i) examining the main factors that influence usage of different e-government services (i.e., income tax, property tax, and traffic fines); and ii) identifying the factors leading to the usage between e-informational and e-payment services.This study involved two stages. First, interviews with participants that had used government online services were undertaken as a scoping study to get opinion about citizens’ attitudes about using e-government services. After using a template analysis, five factors were identified to be relevant in the Malaysian context: Relative Advantage; Effort Expectancy; Social Influence; Perceived Trust; and Perceived Risk. Following from the scoping study, the UTAUT model was modified for this study. The second stage involved a web-based survey to collect data from 294 Malaysian citizens in Selangor who had used at least one e-government service in the past two years. As the main objective of this study was to identify the factors associated with technology use, multiple linear regressions were utilised. Statistical software package STATA version 14 was used to analyse the relationship between the predictors and the outcome variables. As the main objective of this study was to identify the drivers of technology adoption, regression analyses were utilised. As the study involved six different e-government services, the research findings provided varied results according to the type of services. This study confirmed that Effort Expectancy was found to be the most common factor associated with e-government usage for all services under study. This implied that the ease of use and easy to learn of e-services was found to be relevant reasons for citizens to use the service. The findings also show that Perceived Risk was consistently associated with e-services usage, and indicating that this factor was also common in explaining the citizens’ usage on e-government services. Finally, as the newest service, the traffic fines system use was associated with Social Influence and Relative Advantage factors, indicating that peers’ opinions and citizens perceived on the benefits of the online service are important to attract citizens to use the online service.In addition, research findings identified differences in drivers between e-information and e-payment services. For e-information, Effort Expectancy and Perceived Risk were identified as dominant factors associated with the citizen’s usage for both type of e-services. While, Relative Advantage and Social Influence were also identified to be associated with traffic fines services. For e-payment services, interestingly, the effect of the factors that influenced the citizens’ usage of e-government services were slightly different with e-information service. Besides the Effort Expectancy and Social Influence factors, Relative Advantage also was found to be associated but in selected e-services.The current study has significant empirical and practical contributions. Empirically, it contributes to the body of knowledge as this study provides a model that explains the different determinants of different e-services usage by citizens. Further, by integrating the UTAUT model with new constructs retrieved from a scoping study, a variation of citizens’ usage in different settings of systems were identified. As practical implications, the research identified the main determinants leading to users to adopt e-government services. Furthermore, due to limited resources, it is crucial for governments in developing countries to understand the important determinants that lead to the usage of e-government services.
42User's Satisfaction on E-government Services: An Integrated Model
User's Satisfaction on E-government Services: An Integrated Model
1The Demand Side for Development of E-Government Services and Gateway in Turkey
Representing the co-authors’ academic and practitioner background, this chapter provides the most-up-to-date information for an ongoing work on citizen-oriented e-government initiatives. The purpose of this work follows the importance, priority, and necessity of paying attention to citizen side, and aims to improve understanding and better address the citizen demands and expectations towards e-government public transformation. The research aims to question and understand better what citizens think regarding the currently available e-government services in Turkey. In response to this purpose and question, this work-in-progress chapter presents secondary information from literature review and context of the ongoing practical and academic works, and primary findings from both a preliminary and a recent study. These presented information and findings mostly represent practitioners’ viewpoint that is mostly based on the authors’ professional, academic, and personal involvement in the various aspects of the Turkey case, and in return are expected to provide certain input for the on-going practical affairs. As the research is a work-in-progress that traces long-lasting development and ongoing operations of e-government in practice, at this point, providing some suggestions and directions rather than concrete practical and theoretical implications is considered to have the most value. As a result, security, trust, ease of use, service, and information quality are determined to be significant for citizens’ perceptions and suggestions as factors that affect their usage of e-government services in Turkey. The resulting chapter first provides a relevant literature review then information about the history and latest developments in e-government from the perspective of citizen side. Following this background information, the preliminary descriptive study on citizen perceptions of demands and expectations conducted last year is reminded. Build upon these ongoing researches on the academic and practical side, latest research findings as a result of analysing citizens suggestions for E-Government Gateway (EGG) in Turkey are also shared. Finally, suggestions for future based on latest work are given.
Read moreAnalysis of the Adoption of INLISLite Library Information System with the UTAUT Model Approach at SMA Negeri 1 Jambi City
SMA Negeri 1 Kota Jambi has been implementing the INLISLite library information system for seven years. However, there has not been a comprehensive evaluation of the level of success of this system. This study aims to measure the level of user acceptance of the INLISLite library information system and the factors that influence it, using the UTAUT (Unified Theory of Acceptance and Use of Technology) model. The variables used in the UTAUT model include performance expectancy, effort expectancy, social influence, and facilitating conditions. This study also considers the moderating effect of gender and age. Data were collected through questionnaires distributed to 285 respondents, consisting of teachers, students, and staff of SMA Negeri 1 Kota Jambi. Data analysis was carried out using SEM (Structural Equation Modeling) techniques through SmartPLS 4.0 software. The results showed that effort expectancy and facilitating conditions significantly influence the acceptance of INLISLite users. However, performance expectancy and social influence do not have a significant effect. Gender and age do not moderate the relationship between variables in the UTAUT model
Read more7Analisis Penerimaan Pengguna Learning Management System Menggunakan Model UTAUT
E-learning is emerging as an important strategy for providing broad and easy access to high quality education. In Indonesia, the concept of e-learning is usually applied in universities to support learning activities and student administration. This study aims to analyze the factors that affect the level of satisfaction by adopting the UTAUT (Unified Theory of Acceptance and Use of Technology) model and seeing the effect of user satisfaction. by intending to continue to use a new technology (e-learning). The UTAUT model was adopted in this study because it has a useful measurement tool for policy makers to assess the likelihood of the successful introduction of new technology. A quantitative research approach with a survey method is used to determine the factors that affect user satisfaction and the intention to use. The quantitative analysis of survey data was carried out using statistical techniques Partial Least Square Structural Equation Modeling (PLS-SEM) and utilizing SmartPLS 3.2.4 software. In this study, two factors were identified that affect user satisfaction, namely effort expectancy. Furthermore, user satisfaction affects intention to use.
 
 Keywords: e-learning, UTAUT, user satisfaction, intention to use, PLS-SEM
Read more61Exploring consumer behavior to purchase travel online in Fiji and Solomon Islands? An extension of the UTAUT framework
PurposeThis study aims to adopt the unified theory of acceptance and use of technology (UTAUT) model to assess travel purchase intentions in Fiji and Solomon Islands. The UTAUT model is extended with the inclusion of trust and attitude. This allows for new relationships to be tested. Both countries are classified as Small Island Developing States (SIDS). These two countries are chosen because they are both exemplars for developing countries in the Pacific, which are often overlooked in the literature. In doing so, the study increases the generalizability of the research instrument and the UTAUT model.Design/methodology/approachThis study adopts a quantitative approach and collects data from Fiji and Solomon Islands residents. The survey instrument comprises two broad sections. The first section contains a standard set of demographic questions, including age, gender, income, and education level. The second section contains the variable items for this study. The snowballing sampling technique was used to collect 620 responses using an online survey. Links to the questionnaire were circulated through the use of social media Facebook. The survey was designed and hosted using an online survey tool (SurveyMonkey).FindingsThe findings of this study show that both perceived trust and attitude have been found significant in both countries. On the other hand, performance expectancy (PE) and effort expectancy (EE) have not been found significant for Fiji and Solomon Islands respectively. This study also finds that PE affects attitude for both countries, however, EE is only significant in the Solomon Islands.Research limitations/implicationsSimilar to other studies, this study is also bound by limitations that provide fertile ground for future research. The data in this study was based on convenience sampling. Thus, generalizations of the results need to be done with caution. Future research may be conducted that matches the sample to the population proportions. The definition of online travel purchases is another limitation of this study. A broad definition of an online purchase is considered in this study, which involves hotel reservations, holiday packages, cruises, and airline tickets. Thus, future research can be carried considering distinct purchasing motivations of categories of travel products rather than travel being considered as one category.Practical implicationsThe results of this study provide valuable implications for both businesses to formulate and execute strategies to increase customers’ adoption of online travel purchases. The findings show how the differences in characteristics at the country level give rise to differences in customer perceptions and their intention to engage in online travel purchases. In doing so, businesses will be able to exploit the full commercial potential of their travel websites and reduce the administrative and personnel costs associated with traditional purchasing processes.Originality/valueInsights from this study would be effective in understanding the unique characteristics of countries and their influence on customer behavior. This would enable more effective strategy development to improve customers' adoption of online travel purchases. The study also contributes theoretically by highlighting the importance of contextual factors in influencing the view of theories. It is one of the first studies to investigate the customer's adoption of technology in SIDS. In doing so, this study increases the generalizability of the research instrument and the UTAUT model by testing it in a developing country context where empirical evidence is lacking.
Read more8Understanding E-Government Services Usage Continuance: The Role of Service Quality and Habit
In this study, we examine the citizens’ continuance intention to use e-government services after adoption. We develop a post-acceptance Information Systems continuance extended model by integrating service quality through the e-GovQual model, and habit. Our results provide corroborative evidence that the inclusion of service quality gives better results than the original model and habit has a strong influence on citizens’ continuance intention regarding e-government services usage both directly and indirectly through moderating and mediating effects.
Read more46The Impact of Trust on E-Government Services Acceptance
Many governments around the world aim seriously to make their services available online and deliver it to their citizens in professional and secure manner. E-government services aims to improve and facilitate the communication between government and citizens by increasing the usage of Information and Communications Technology (ICT) in government operations. It will provide all government services in electronic form to all citizens in a timely, easy, high quality and effective manner with great productivity and time savings. However, user acceptance is one of the essential keys for adoption and success of e-government application and services. Many studies emphasize that trust is one of the important factors in the adoption studies of e-government. This paper examines the effect of trust as independent variable of the unified theory of acceptance and use of technology (UTAUT) model on user’s acceptance and use of e-government services in the Kingdom of Saudi Arabia (KSA). Based on the amended (UTAUT) model we study the impact of trust on the adoption of e-government services form citizens’ perception.
Read more2Investigation of technology adoption in an academic setting through a modified UTAUT model: case of a new biometric attendance system
Purpose This paper aims to examine a change process – introduction of biometric attendance system (BAS) for students – and its aftermath using a modified Unified Theory of Acceptance and Use of Technology (UTAUT) model. The BAS was introduced to make the process more time-efficient and error-free and to digitally link attendance records with other key routines. The study investigates emerging phases of a change process, from initial resistance to gradual acceptance and adoption in a non-business setting of a higher educational institution (HEI). Design/methodology/approach The investigation was undertaken in two stages over six months and deploying mixed-method triangulation among students from a prestigious Indian HEI. The first stage was qualitative in nature and deployed focused group discussions and interviews. Application of NVivo software resulted in themes related to this phenomenon. The modified framework was validated in the second stage using hypothetico-deductive approach. Findings The study discovered and validated two new dimensions of UTAUT model: Data Security and Commitment to Institutionalization in the studied context. Also, the two dimensions of the original UTAUT model, Performance Expectancy and Effort Expectancy, did not show significant relationship with behavioral intension to use. Possible reasons for this aberration have been discussed. Practical implications Seamless communication among key stakeholders is imperative before proposing a change. Commitment to institutionalization should be ensured in a change process to minimize disruptions and boost credibility of the top management. Also, robust data security measures should be adopted, if it is applicable to the context. Originality/value To our best knowledge, this is the first study centered around a change management process in a non-business (academia here) setting deploying UTAUT model. Also, the resulting new dimensions and some deviating results add value to the existing body of literature in the related domains.
Read moreUnderstanding healthcare professionals’ participation in social media health knowledge popularization: insights from the UTAUT model and perceived risk theory
Social media has become a significant platform for health knowledge popularization worldwide, especially during public health crises. However, the factors influencing healthcare professionals’ intention to engage in health knowledge popularization on social media, particularly in China, remain underexplored due to the unique socio-medical environment. This study examines determinants of Chinese healthcare professionals’ social media-based health knowledge popularization participation, evaluating the applicability of the Unified Theory of Acceptance and Use of Technology (UTAUT) and Perceived Risk Theory. We developed a survey integrating UTAUT constructs (performance expectancy, effort expectancy, social influence, facilitating conditions) with perceived risk. Data from 762 professionals across four Shanghai tertiary hospitals were analyzed using structural equation modeling. Social influence (β = 0.299, p < 0.001), performance expectancy (β = 0.221, p < 0.001), and effort expectancy (β = 0.312, p < 0.001) significantly positively predicted participation intention. Facilitating conditions directly affected actual behavior (β = 0.079, p < 0.05), while perceived risk showed no significant association with intention (β=-0.019, p = 0.581). Institutional support emerges as crucial in mediating healthcare professionals’ social media engagement, with social influence and anticipated effectiveness being primary motivators. The non-significant role of perceived risk may reflect China’s performance evaluation systems and policy safeguards mitigating professional concerns. Practical implications suggest that enhancing organizational support through resource allocation and workload adjustments could effectively promote online health knowledge popularization participation. Not applicable.
Read more2An extended UTAUT model study on the adoption behavior of artificial intelligence technology in construction industry
BACKGROUND: In recent years, Despite the proven economic growth brought by AI technology globally, the adoption of AI in the construction industry faces obstacles. To better promote the adoption of AI technology in the construction domain, this study, based on the extended Unified Theory of Acceptance and Use of Technology (UTAUT) model, delves into the key factors influencing the adoption of AI technology in the construction industry. By introducing personal-level influencing factors such as AI anxiety and personal innovativeness, the UTAUT model is extended to comprehensively understand users’ attitudes and adoption behaviors towards AI technology. METHODOLOGY: The research framework is based on the Unified Theory of Acceptance and Use of Technology (UTAUT) with the added constructs of artificial intelligence anxiety and individual Innovativeness. These data were collected through a combination of online and offline surveys, with a total of 258 valid data collected and analyzed using structural equation modeling. RESULTS: The study found that Usage Behavior (UB) in adopting Artificial Intelligence (AI) is positively influenced by several factors. Specifically, Performance Expectancy (PE) (β= 0.266, 95%), Effort Expectancy (EE) (β= 0.262, 95%), and Social Influence (SI) (β= 0.131, 95%) were identified as significant predictors of UB. Additionally, Facilitating Conditions (FC) (β= 0.168, 95%) also positively influenced UB.Moreover, the study explored the moderating effects of Artificial Intelligence Anxiety and Individual Innovativeness on the relationships between Performance Expectancy (PE), Effort Expectancy (EE), Social Influence (SI), and Facilitating Conditions (FC) with the Usage Behavior of AI technology. PRACTICAL IMPLICATIONS: This study lie in informing industry stakeholders about the multifaceted dynamics influencing AI adoption. Armed with this knowledge, organizations can make informed decisions, implement effective interventions, and navigate the challenges associated with integrating AI technology into the construction sector.
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12Analysis of Driving Factors in the Intention to Use the Virtual Nursing Home for the Elderly: A Modified UTAUT Model in the Chinese Context.
As a unique form of mobile health service (m-Health) for elderly care in China, the virtual nursing home is considered a reliable alternative to the traditional model of home-based care, but services from virtual nursing homes are infrequently used by the elderly in practice. Thus, this study aims to measure the driving factors affecting the behavioral intention to use the virtual nursing home by designing a research framework that combined the unified theory of acceptance and use of technology (UTAUT) with the technology acceptance model (TAM). Furthermore, a new variable, conformist mentality, is proposed as a moderator. In order to validate the model, a well-structured questionnaire using mature scales was used, and the linear regression analysis method was conducted on 200 valid data samples collected during a field study in Harbin, China. The results show that performance expectancy, effort expectancy, and social influence significantly affect behavioral intention. However, the effect of facilitating conditions is not significant. Moreover, performance expectancy and effort expectancy have a positive effect on attitude toward use, and attitude toward use not only affects behavioral intention but also plays a mediating role in the effect of performance expectancy and effort expectancy on behavioral intention. This study also innovatively proposes and confirms conformist mentality as a moderator to strengthen the driving effect of social influence on behavioral intention. This is the first time that conformist mentality is introduced as a moderator in a study on the behavioral perception and acceptance of virtual nursing homes among Chinese older adults. Based on these findings, this study offers theoretical contributions and management implications that are conducive to the sustainable development of virtual nursing homes, thereby making extensive contributions to this field. Additionally, it also aids in the contextual expansion of the UTAUT model.
Read more16Exploring home health-care robots adoption in Malaysia: extending the UTAUT model
PurposeThis study aims to examine the possible factors affecting Malaysians’ intention to adopt new technology such as home health-care robots (HHRs) based on the extended unified theory of acceptance and use of technology (UTAUT) model. The variable price, awareness and alternative attractiveness were added since HHRs is a new technology in Malaysia.Design/methodology/approachThis study collected the self-administered questionnaire from 316 respondents who are currently taking care of elderly or disabled people at home. The UTAUT variables, price and awareness were the predictors, and the intention to adopt HHRs was the independent variable, with alternative attractiveness as the moderator. The partial least squares structural equation modeling was used for analysis of the measurement model and the structural model of this study.FindingsThe results show that performance expectancy, social influence, facilitating conditions, price and awareness significantly and positively affect Malaysians’ intention to adopt HHRs. Alternative attractiveness moderates the relationship between price and intention to adopt HHRs.Research limitations/implicationsThe findings provide insights to marketers, managers and policymakers in identifying the right strategies to promote HHRs and thus, solving the problem of scarcity in caretakers for elderly and disabled people.Originality/valueThis study adds value to the current literature by integrating price and awareness constructs with the UTAUT model. This study also examines the moderating effect of alternative attractiveness on the intention to adopt HHRs, which is still limited but significant for developing nations.
Read more4A Study on the User Acceptance Model of Omni Channel Service Based on Unified Theory of Acceptance and Use of Technology (UTAUT)
The rapid change of consumer expectations in shopping environments has required retailers to actively adopt omni-channel services, however, limited research exists on the topic. We identify the effect of consumerâs utilitarian shopping value on expectations for omni-channel services. An online survey was conducted on 176 subjects who had experience using omni-channel services. We employed Unified Theory of Acceptance and Use of Technology (UTAUT) as our theoretical model to explore the mechanisms of consumersâ acceptance of omni-channel services in fashion. We used SPSS ver. 22.0 and AMOS ver. 22.0 programs to analyze data. The results indicate that utilitarian shopping value has a positive effect on performance expectancy, effort expectancy, and social influence for omni-channel services. Performance expectancy for omni-channel services also has a positive effect on the purchase intentions of fashion products. Effort expectancy for omni-channel services also positively increases the purchase intentions of fashion products. Last, the social effect of omni-channel services has a significant positive effect on purchase intention. All the hypotheses were supported. The research findings can provide the fashion distribution industry with useful basic data to understand the needs of consumers who use multi-channels when establishing a new channel or marketing strategy. Keywords: fashion, utilitarian shopping value, omni-channel service, UTAUT model
Read moreThe metaverse technology adoption process using UTAUT in digital business education
The metaverse, a digital space where users interact through virtual and augmented reality, is set to transform business education in higher learning. This study explores the adoption of metaverse technologies in universities, utilizing the Unified Theory of Acceptance and Use of Technology (UTAUT). The UTAUT model, which includes performance expectancy, effort expectancy, social influence, and facilitating conditions, is used to examine the factors influencing adoption, with moderating variables such as Gender, Age, Experience, and Voluntariness of Use. The research targets undergraduates from the Faculties of Economics at State University of Jakarta and State University of Makassar. Data were gathered through surveys and analyzed using Partial Least Square-Structural Equation Modeling (PLS-SEM) with Variance Based (VB) SEM. The results indicate that performance expectancy and social influence significantly impact students' behavioral intention and usage behavior, particularly among different genders. Facilitating conditions also critically affect technology adoption. The study underscores the metaverse's potential to enrich educational experiences by offering immersive learning environments. However, the success of these technologies hinges on students' readiness and willingness to engage. The findings suggest that younger students, especially those influenced by social factors, are more likely to adopt metaverse technologies, guiding institutions in enhancing digital learning tools.
Read more5ERP Software and Practicing Auditors
The purpose of the study is to find out Information Technology challenges facing by practicing auditors using measurement variables used in the Unified Theory of Acceptance and Use of Technology (UTAUT) model. This research study has adopted the sequential mixed method research in which the exploratory qualitative study is conducted with the qualified practicing auditors across Kerala to identify various Enterprise Resource Planning (ERP) software using in their audit firms. The results of this exploratory study are then empirically tested with the 321 respondents from qualified practicing-auditor accountants in Kerala using Structural Equation Modelling-Partial Least Squares (SEM-PLS). The findings reveal that there is a significant and positive relationship between variables used in the UTAUT model with practicing auditors. Thus, the results suggest that all the four constructs from UTAUT (performance expectancy, effort expectancy, social influence, and facilitating conditions) seem to be predominantly significant factors influencing practicing auditors.
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