Modeling Citizen Satisfaction with Mandatory Adoption of an E-Government Technology

Chan, F., Thong, J.Y.L., Venkatesh, V., Brown, S.A., Hu, P.J., and Tam, K.Y. “Modeling Citizen Satisfaction with Mandatory Adoption of an E-Government Technology,” Journal of the AIS (11:10), 2010, 519-549.

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While technology adoption is a major stream of research in information systems, few studies have examined the antecedents and consequences of mandatory adoption of technologies. To address this gap, we develop and test a model of mandatory citizen adoption of e-government technology. Based on a framework that outlines the key stages associated with the launch of technology products, we identify various external factors as antecedents of four key technology adoption variables from the unified theory of acceptance and use of technology (UTAUT), i.e., performance expectancy, effort expectancy, social influence, and facilitating conditions, which ultimately impact citizen satisfaction. The four stages of technology launch and the salient antecedents in each stage are: (1) market preparation stage – awareness; (2) targeting stage – compatibility and self-efficacy; (3) positioning stage – flexibility and avoidance of personal interaction; and (4) execution stage – trust, convenience, and assistance. We test our model in a two-stage survey of 1,179 Hong Kong citizens, before and after they were issued a mandatory smart card to access e-government services. We find that the various factors tied to the different stages in launching the technology predict key technology adoption variables that, in turn, predict citizen satisfaction with e-government technology. We discuss the theoretical and practical implications for governments implementing technologies whose use by citizens is mandated.
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