Factors affecting citizen adoption of transactional electronic government

Abstract

Purpose – The purpose of this paper is to identify and model adoption criteria of citizens for electronic-government (eGov) service at the transaction maturity stage. Design/methodology/approach – The empirical study was conducted among the citizens of Ontario, Canada who have experience of using Canadian e-Gov system. Findings – From statistical analysis through LISREL, this study revealed that ability to use and assurance to use are the critical factors for adoption of eGov at the transaction phase (GAM-T). Originality/value – The findings of this research can be considered as original as this paper concludes that eGov functional characteristics are not only different at different levels of service maturity, but adoption factors at different levels of service maturity are also potentially different. From static to interaction to transaction, citizens perceive different factors to be important for creating the behavioral attitude and intention to accept the eGov system and to use it.