An Empirical Study of Perception of the End-User on the Acceptance of Smart Government Service in the UAE

Smart government initiative allows citizens to access government services using mobile technologies such as mobile phones. The end-user acceptance of electronic government applications is crucial for the effective delivery of public services. This study investigates the factors that influence the end-user acceptance of smart-government services. By reviewing the existing literature, this paper identifies key determinants of the end-user acceptance of smart government services in the UAE in order to develop a theoretical model which is then tested empirically, using the partial least squares structural equation modelling (PLS-SEM). This study examines the relationship among the factors that influence the adoption of smart government applications, along with the moderation effects of gender, age, and experience of the end-users on this linkage. The paper reveals that performance expectancy is the strongest factor influencing adoption of smart government, followed by trust in government, effort expectancy, and social influence. Utilizing the multi group analysis (MGA) feature, the data was further analyzed to test the moderation effects of the gender, age, and smart service use experience of the end-users on the relationship between the factors that influence smart-government service adoption and intention to smart government services use. The paper helps understand the key determinants surrounding the end-user acceptance of smart government services. Accordingly, policy makers and practitioners can give emphasis on the factors that enhance the adoption of smart-government services.

Automated summary

This study examines the factors influencing end-user acceptance of smart government services, with performance expectancy being the strongest factor. Gender, age, and smart service usage experience also have moderating effects on the relationship between these factors and intention to use smart government services.