Title: E-government adoption: literature review and a proposed citizen-centric model

Authors: Abeer Mosaad Ghareeb; Nagy Ramadan Darwish; Hesham A. Hefney

Addresses: Department of Computer Science and Information, Institute of Statistical Studies and Research, Cairo University, Egypt ' Department of Information Systems and Technology, Institute of Statistical Studies and Research, Cairo University, Egypt ' Department of Computer Science and Information, Institute of Statistical Studies and Research, Cairo University, Egypt

Abstract: The governments around the world have implemented e-government systems due to external pressures from the international organisations or internal pressures because of citizen dissatisfaction with public services. However, supply-demand disconnect is a common problem in e-government. This paper aims to provide a literature review in the area of e-government adoption to put the groundwork for the development of a conceptual model. In addition, it aims to propose a citizen-centric e-government adoption model that reflects the multi-dimensional and multi-stages nature of the acceptance of e-government services. The proposed model assumes that intention to use e-government services does not describe the full spirit of adoption. The inclusion of actual and potential use explains the adoption process from the citizen's point of view. The proposed model expands the theoretical knowledge by identifying the critical factors that are likely to affect citizen adoption and organising them in a manner that clarify the usage behaviour of the citizens regarding e-government services.

Keywords: electronic government; e-government; e-service quality; adoption factors; adoption models; application quality.

DOI: 10.1504/EG.2019.102592

Electronic Government, an International Journal, 2019 Vol.15 No.4, pp.392 - 416

Received: 02 Mar 2018
Accepted: 20 Sep 2018
Published online: 30 Sep 2019 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article