How Adopters and Non-Adopters Perceive the Adoption of Mobile Government Services? An Empirical Evidence Using An Extended UTAUT2 Model

• Published in: Proceedings - 2nd International Conference on Computer Science and Engineering: The Effects of the Digital World After Pandemic (EDWAP), IC2SE 2021
• Main Author: Al-Awj J.; Khalit M.; Yasin N.; Al-Ammari S.; Kassim N.
• Format: Conference paper
• Language: English
• Published: Institute of Electrical and Electronics Engineers Inc. 2021
• Online Access: https://www.scopus.com/inward/record.uri?eid=2-s2.0-85133128185&doi=10.1109%2fIC2SE52832.2021.9791859&partnerID=40&md5=e8226ff3504be6db3d5cc2b04b7effc0

Mobile government (m-government) refers to the utilization of wireless and mobile technologies such as mobile phones as a new channel to deliver public services to all parties involved in e-government including citizens. The main objective of this study is to examine the personal characteristics and attitudes of m-government adopters and non-Adopters. Several factors that influence the use of m-government services were investigated including performance expectancy, effort expectancy, social influence, facilitating conditions, hedonic motivation, innovativeness, self-efficacy, trust in government, internet, variety and quality of services, and behavioral intention. A total of 512 Yemeni citizens were randomly surveyed including 377 (73.6%) adopters and 135 (26.4%) non-adopters. The statistical analysis revealed a significant characteristic difference between m-government adopters and non-Adopters. For instance, innovativeness and behavioral intention were found to be the strongest predictors of the adopters' behavioral use of m-government services. On the other hand, the variety and quality of service were found to be the most significant determinant for the non-Adopters group. Moreover, facilitating conditions were found to play an important role in shaping the adopters' Use Behaviour, whereas the same factor did not have any significant impact on a non-Adopters group of participants. Implications of the results are discussed. © 2021 IEEE.