Extending technology acceptance model with risk and trust in studying electronic government services adoption and acceptance by businesses

Al-Rawad, M

Abstract

During the last decade, governments around the world have realised the potential benefits of e-government and have started planning and allocating resources to make it
possible. Despite the significant increase in such initiatives, there is evidence to suggest
that stakeholder adoption of online government services has not yet met expectations. Thus, it is important to understand the factors that might influence people's intentions
to adopt and use government services provided over the Internet.
A literature review reveals several gaps, the most important being the limited research
in the area of e-government adoption and acceptance in general and in developing
countries in particular. This study, therefore, was undertaken with the primary aim of
identifying, examining and providing an understanding of the intention and the factors
that could affect the intention of firms to adopt and use e-government services.
The Technology Acceptance Model (TAM) developed by Davis (1989) is used as a
theoretical framework to build a conceptual model, while two additional constructs are
utilized to measure the uncertainty arising from using government services over the
Internet: perceived risk and trust. Finally, the modified TAM model and twenty-four
hypotheses are proposed to explain and test the intention of businesses to adopt and use
electronic government services.
Data was collected by a mail survey; a questionnaire was sent to 500 companies in
Jordan, having been validated using expert opinion and a pilot survey of 16 managers.
Responses are analysed in line with the research questions.
The findings are that four main factors affect firms' intention to engage in egovernment
services: perceived ease of use, perceived usefulness, perceived risk and
trust in electronic channels. Furthermore, four moderators firm size, Internet
experience, manager's gender and age moderate the influence of adoption factors on
intention. The modified research model explains more than half of the variance in
firms' intention to adopt and use e-government services.

Citation

Al-Rawad, M. Extending technology acceptance model with risk and trust in studying electronic government services adoption and acceptance by businesses. (Thesis). Salford : University of Salford

• Thesis Type: Thesis
• Deposit Date: Oct 3, 2012
• Award Date: Jan 1, 2009