User acceptance of SMS based eGovernment Services

Tony Susanto, Robert Goodwin

    Research output: Contribution to conferencePaper

    18 Citations (Scopus)

    Abstract

    Delivering public services through the SMS channel is becoming popular and has demonstrated its benefits. Some of the initiatives involved big investment. However, citizens' acceptance of the services is still an issue. This paper presents a study on user acceptance of SMS-based e-government services. It assesses the adequacy of four prominent models of technology adoption (TRA, TAM, TPB, and DTPB) to explain intention to use SMS-based egovernment services and proposes a generic model of individual acceptance of SMS-based e-government services. Constructs of the proposed model were derived from a survey on citizens' motivations for using SMS-based egovernment services, theories on individual acceptance of technologies, and user acceptance determinants of SMS and e-government services. Data for validating the models were collected from 589 citizens in three cities in Indonesia. The proposed model may explain why individuals accept or reject SMS-based e-government services and how user acceptance is influenced by the service characteristics.

    Original languageEnglish
    Pages75-87
    Number of pages13
    DOIs
    Publication statusPublished - 19 Sep 2011
    Event10thIFIP WG8.5 Internatioal Conference, EGOV2011 -
    Duration: 1 Jan 2011 → …

    Conference

    Conference10thIFIP WG8.5 Internatioal Conference, EGOV2011
    Period1/01/11 → …

    Keywords

    • DTPB
    • e-government
    • SMS
    • TAM
    • TPB
    • TRA
    • user acceptance

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  • Cite this

    Susanto, T., & Goodwin, R. (2011). User acceptance of SMS based eGovernment Services. 75-87. Paper presented at 10thIFIP WG8.5 Internatioal Conference, EGOV2011, . https://doi.org/10.1007/978-3-642-22878-0_7