Extending the UTAUT Model to Understand the Citizens’ Acceptance and Use of Electronic Government in Developing Country: A Structural Equation Modeling Approach

Abstract

The rapid development of information and communication technologies had a positive impact on the government to provide better and efficient services to the community. Despite some criticisms of electronic government services (e-gov), its utilization has continued to improve. The citizens need to be placed as customers at the center of the development and provision of public services. User satisfaction may indeed have the decisive influence in adopting and using egov services. This research modifies unified theory of acceptance and use of technology (UTAUT) model to improve user satisfaction and provide a solution for governments and to rethink the strategy for presenting a better model. A quantitative study has been conducted to describe the model and formulate sufficient indicators to measure user satisfaction. Furthermore, the measurement model was tested using the data from the questionnaire. Structural equation modeling (SEM) was applied to discover the goodness of fit underlying models and indicators. Based on the results, we find that privacy and performance expectancy showed positive performance effects on the intention to use e-gov services. Finally, the results of this study are also expected to be an input for stakeholders for the development of egov in the future. Keywords; e-government; UTAUT; SEM; PLS; Public Services; Adoption