Barriers towards Adoption of E-Government Services

Abstract

Purpose: Despite growing access to e-government services, people must learn how to use them. Previous studies have engrossed mainly on the motivations for using e-government but the reasons why such services may not be used, have not been researched much. Therefore, this study aims at identifying the impediments to e-government services’ adoption in Pakistan. Design/Methodology/Approach: Semi-structured interviews with the Pakistani citizens were conducted to develop an understanding of how individuals appraise e-government and what inhibits its acceptance. Findings: The research identifies eleven main hurdles to e-government’s adoption, the most significant of which are a lack of need for occasional use of government services, a lack of a personal adviser, and a lack of trust. The findings imply that the quality of service is vital in the decision to utilize e-government. In contrast, technical problems such as data security or a lack of usability have little influence. Implications/Originality/Value: The uniqueness of this study lies in the exploration of how people in Pakistan perceive the barriers they face while utilizing e-government services.

Keywords

• E-government
• Services Management
• Public Administration
• Citizen-government interaction