Exploring Critical Success Factors Towards Adoption of M-Government Services in Tanzania

Abstract

Recently, the Tanzanian government has started making m-government initiatives. However, little is known about the factors and conditions surrounding m-government adoption in Tanzania. Consequently, some m-government services have been successfully adopted while others are still struggling (having a low level of adoption). This study investigates critical success factors (CSFs) that led m-government services belonging to the same family to have varying degrees of adoption level. The study employs a set of web analytics tools that monitored and analyzed the traffic data of the selected three m-government services. The results show that inspecting the web analytics data from multiple viewpoints and varying levels of detail gives insights on the CSFs towards the adoption of m-government services. The findings suggest that perceived usefulness, user needs, and usability favor the adoption of one m-government service over the other.