An Empirical Investigation of Factors that Influence Government Apps Usage/Adoption

Abstract

Governments worldwide are using technology to provide effective and efficient services; and to improve the lives of all citizens. To date, there are few studies relating to unstructured text data that investigate the factors that influence government and mobile apps' usage and adoption. To address this issue, we conducted our research and developed the Natural Language Processing Model to sequentially analyze our unstructured text data, which we collected from MetricsCat's website. Our results from text analysis show that some of the most influential factors in why users adopt and use government apps are the quality of the app, the app's usefulness, whether or not the app is informative, and whether or not the app remains up to date. Our research contains practical and research implications for key government officials and designers of mobile apps.