User acceptance of SMS based eGovernment Services

Tony Susanto, Robert Goodwin

    Research output: Contribution to conferencePaperpeer-review

    32 Citations (Scopus)


    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
    Number of pages13
    Publication statusPublished - 19 Sept 2011
    Event10thIFIP WG8.5 Internatioal Conference, EGOV2011 -
    Duration: 1 Jan 2011 → …


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


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


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