Citizens' Intentions to Adopt Innovative E-Government Services

Abstract

The aim of this research is to understand role of citizens' perception of legitimacy and trust on the government on the relationship between perceived usefulness of innovative e-government services and citizens' intentions to adopt innovative e-government services in Pakistan. The authors used both qualitative and quantitative methods in two studies and collected data with mixed survey technique for the inclusion of the perception of the citizens from both sample groups. Data collected in both of the studies was then analyzed with KH Coder 3 for co-occurrence network and with Mplus 7.0 for random coefficient models. Results shown that trust on the government as affected by perception of legitimacy emerged as moderators of the relationship between perceived usefulness of innovative e-government services and intentions to adopt innovative e-government services in addition to simple moderation and mediated moderation, joint effect of perceived usefulness of innovative e-government services, trust on the government, and perception of legitimacy, found for intentions to adopt innovative e-government services. This research will help policy makers and government officials to understand, what might be hindering citizens' adoption of innovative e-government services and what they need to focus on in addition to useful features of the digitalized government services.