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Barriers and benefits in the adoption of e‐government

Barriers and benefits in the adoption of e‐government This article examines the reasons individuals would choose electronic self‐service delivery methods over more traditional methods of service delivery for government services. The study investigated the factors related to decision making when people consider and evaluate the usage of an online e‐government delivery mechanism. The approach taken was based on a combination of attitudinal technology adoption models and the service quality concept, with data gathered via a questionnaire. Trust, financial security, information quality (all adoption barriers), time and money (both adoption benefits) were found to predict potential usage. That is willingness to use the online delivery option will be present if organisations can develop trust relationships with individuals, assure them that their financial details are secure, provide information that is relevant, accurate and up‐to‐date, and save individuals time and money. The results are significant to the public service manager who needs to consider both the barriers to adoption and the benefits of adoption if they are to develop plans to increase the take‐up of their electronic services. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Public Sector Management Emerald Publishing

Barriers and benefits in the adoption of e‐government

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References (49)

Publisher
Emerald Publishing
Copyright
Copyright © 2004 Emerald Group Publishing Limited. All rights reserved.
ISSN
0951-3558
DOI
10.1108/09513550410539794
Publisher site
See Article on Publisher Site

Abstract

This article examines the reasons individuals would choose electronic self‐service delivery methods over more traditional methods of service delivery for government services. The study investigated the factors related to decision making when people consider and evaluate the usage of an online e‐government delivery mechanism. The approach taken was based on a combination of attitudinal technology adoption models and the service quality concept, with data gathered via a questionnaire. Trust, financial security, information quality (all adoption barriers), time and money (both adoption benefits) were found to predict potential usage. That is willingness to use the online delivery option will be present if organisations can develop trust relationships with individuals, assure them that their financial details are secure, provide information that is relevant, accurate and up‐to‐date, and save individuals time and money. The results are significant to the public service manager who needs to consider both the barriers to adoption and the benefits of adoption if they are to develop plans to increase the take‐up of their electronic services.

Journal

International Journal of Public Sector ManagementEmerald Publishing

Published: Jun 1, 2004

Keywords: Government; Internet; Public services

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