Factors Affecting Citizen Adoption of E-Government in Developing Countries: An Exploratory Case Study From Indonesia

This study aims to examine the critical factors that could influence citizens in their decisions to adopt e-Government services. Based on the review of relevant literature, an extension of the UTAUT research model is developed. Through semi-structured interviews conducted in Indonesia with citizens who have adopted e-Government services, the research model is examined using thematic analysis. Results indicate that performance expectancy, effort expectancy, system quality, and perceived transparency are factors that significantly influence the adoption of e-government in Indonesia, whereas social influence, facilitating conditions, perceived security, information quality, and government encouragement are moderately significant factors. Meanwhile, ICT literacy is the least significant factor in the adoption of e-Government in Indonesia. Such findings are presented in the action priority matrix to offer public organisations with relevant suggestions on how the adoption of e-Government can be improved.