Title: Citizen adoption of e-government: a literature review and conceptual framework

Authors: Kriti Priya Gupta; Swati Singh; Preeti Bhaskar

Addresses: Symbiosis Centre for Management Studies (Constituent of Symbiosis International University), Block A, Plot No. 47 and 48, Sector 62, Noida, 201301 Uttar Pradesh, India ' Symbiosis Centre for Management Studies (Constituent of Symbiosis International University), Block A, Plot No. 47 and 48, Sector 62, Noida, 201301 Uttar Pradesh, India ' Symbiosis Centre for Management Studies (Constituent of Symbiosis International University), Block A, Plot No. 47 and 48, Sector 62, Noida, 201301 Uttar Pradesh, India

Abstract: The study extensively reviews various models that have been used for studying citizen adoption of e-government. The study also presents a comprehensive review of factors that influence e-government adoption in the contexts of different developed and developing countries. Based on the literature review, the paper proposes a tailor-made conceptual model for examining citizen adoption of e-government in India. The proposed model integrates the unified theory of acceptance and use of technology (UTAUT) model with trust and citizen satisfaction, to form a model of factors that could influence citizen adoption of e-government services in India. To test the proposed model, the study has selected e-government services offered by New Delhi Municipal Council (NDMC). The findings suggest that performance expectancy, effort expectancy, social influence, provided facilitating conditions, available facilitating conditions, trust in government, trust in technology and citizen satisfaction are the main factors related to e-government adoption.

Keywords: e-government adoption; ICT; information and communications technology; citizen adoption; trust; citizen satisfaction; India; electronic government; literature review; conceptual modelling; UTAUT; government services; e-services; electronic services; online services; user satisfaction.

DOI: 10.1504/EG.2016.076134

Electronic Government, an International Journal, 2016 Vol.12 No.2, pp.160 - 185

Received: 25 May 2015
Accepted: 09 Nov 2015
Published online: 26 Apr 2016 *

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