Towards A model for Citizens’ Acceptance of E-Payment Systems for Public Sector Services in Jordan: Evidence from Crisis Era

E-payment systems (EPS) are an attractive trend in electronic services nowadays, and the public sector is not an exception. Earlier studies on e-payment services acceptance have paid attention to the use of web/mobile services during traditional common circumstances. However, given the distinguishing characteristics of the crisis-era (e.g., COVID-19 pandemic) and how this could lead to new business models based on online services and applications, more studies of EPS for e-government services, in particular, are warranted. This study explored an important issue related to the factors affecting citizens acceptance of E-payment systems for public sector services in the Jordanian context in order to develop a conceptual framework. Studying the acceptance and use of e-payment systems (EPSs) is not a new research topic. However, investigating the factors affecting the acceptance of EPSs in public organizations is a topic of great importance. This study extends the Unified Theory of Acceptance and Use of Technology (UTAUT2) by integrating the theory original variables (i.e., Performance Expectancy (PE), Effort Expectancy (EE), Social influence (SI), and Facilitating Conditions (FC)) with contextual variables (i.e., Fear of COVID-19 (FoC), Trust (TR), Security concern (SEC), and Perceived Risks (PR)). The proposed conceptual model will offer a contribution to the literature in the field as well as practical implications, enhancing the understanding of E-payment services during crisis time

E-government transformation and organisational learning: the case of Supreme Court Registry Office in Korea

This thesis critically reviews and evaluates theories of organisational learning and IT-related organisational change with particular reference to the task of explaining users’ acceptance (or rejection) of new technology. It seeks to develop a conceptual model of organisational learning and apply it to the particular case of recent IT-related (e-government) organisational change in Korea’s Supreme Court Registry Office (SCRO). Hitherto, there has been no systematic attempt to analyse the way in which management theories contribute to the electronic government (e-government) transformation effort within the public sector. This thesis seeks to fill this gap by synthesising perspectives drawn from the study of public sector organisation, IT, organisational transformation, and organisational learning. The analysis of the case study organisation (based on a qualitative research methodology) identifies various organisational learning phenomena occurring during the change project within the SCRO. In particular, it elaborates the interplay between the process of learning and change in the level of users’ acceptance (or rejection) of the new technology (the change over time is presented graphically in the form of a ‘support curve’). The research follows the organisational-transformation project since 1994 in terms of the process innovation diffusion model (Cooper and Zmud), which identifies the following key stages: initiation, adoption, adaptation, acceptance, routinisation and infusion (Cooper and Zmud). For each of these stages, processes of organisational learning are linked to the level of users’ acceptance. This aspect of the analysis involves considering the nature and scope of collective, mutual, situated, single-loop and double- loop learning; learning by doing; team learning; and leadership. These various approaches to organisational learning, which emerge from the analysis of the existing organisational-learning literature, are applied to the case analysis to bring out major developments in the SCRO’s organisational transformation. The findings derived from this study provide a framework that can be further applied and tested in future research, and that will also allow public sector management to continuously anticipate the problems involved in cultivating and sustaining users’ acceptance of new technology and nurturing appropriate organisational learning

Determinants of e-government services adoption in developing countries (Egypt)

Electronic government (e-government) was established as an effective mechanism for increasing government productivity and efficiency and a key enabler for citizen-centric services. E-government services are yet to be universally accepted as a medium for accessing online public services since its inception more than a decade ago. Both governments and academic researchers recognise the problem of low-level adoption of e-government services among citizens; a common problem in both developed and developing countries. E-government adoption, unlike most of IT adoption by employees in private-sector organisations, is voluntary and occurs often in turbulent social-political environments. Therefore, the problem needs to be addressed comprehensively from technological, social, political, and cultural perspectives. E-government adoption research currently lacks a comprehensive conceptual framework for explaining citizen adoption of e-government services. To fill this gap, this study investigates determinants and factors necessary to enhance citizen adoption of e-government services, by extending the Technology Acceptance Model (TAM) using a set of social, political, and design constructs that are derived from different research literatures. The research adopted a multi-method approach (combining quantitative and qualitative methods) to explore practices and experiences of implementing and adopting e-government systems in Egypt. The results of this research, in terms of a new customised e-government adoption model and recommendations made for e-government will directly benefit the Egyptian government and developing Arab world countries that share similar circumstances in creating a more efficient e-government adoption strategy.

E-government transformation and organisational learning : the case of Supreme Court Registry Office in Korea

This thesis critically reviews and evaluates theories of organisational learning and IT-related organisational change with particular reference to the task of explaining users’ acceptance (or rejection) of new technology. It seeks to develop a conceptual model of organisational learning and apply it to the particular case of recent IT-related (e-government) organisational change in Korea’s Supreme Court Registry Office (SCRO). Hitherto, there has been no systematic attempt to analyse the way in which management theories contribute to the electronic government (e-government) transformation effort within the public sector. This thesis seeks to fill this gap by synthesising perspectives drawn from the study of public sector organisation, IT, organisational transformation, and organisational learning. The analysis of the case study organisation (based on a qualitative research methodology) identifies various organisational learning phenomena occurring during the change project within the SCRO. In particular, it elaborates the interplay between the process of learning and change in the level of users’ acceptance (or rejection) of the new technology (the change over time is presented graphically in the form of a ‘support curve’). The research follows the organisational-transformation project since 1994 in terms of the process innovation diffusion model (Cooper and Zmud), which identifies the following key stages: initiation, adoption, adaptation, acceptance, routinisation and infusion (Cooper and Zmud). For each of these stages, processes of organisational learning are linked to the level of users’ acceptance. This aspect of the analysis involves considering the nature and scope of collective, mutual, situated, single-loop and double- loop learning; learning by doing; team learning; and leadership. These various approaches to organisational learning, which emerge from the analysis of the existing organisational-learning literature, are applied to the case analysis to bring out major developments in the SCRO’s organisational transformation. The findings derived from this study provide a framework that can be further applied and tested in future research, and that will also allow public sector management to continuously anticipate the problems involved in cultivating and sustaining users’ acceptance of new technology and nurturing appropriate organisational learning.EThOS - Electronic Theses Online ServiceGBUnited Kingdo

E-government transformation and organisational learning : the case of Supreme Court Registry Office in Korea

This thesis critically reviews and evaluates theories of organisational learning and IT-related organisational change with particular reference to the task of explaining users’ acceptance (or rejection) of new technology. It seeks to develop a conceptual model of organisational learning and apply it to the particular case of recent IT-related (e-government) organisational change in Korea’s Supreme Court Registry Office (SCRO). Hitherto, there has been no systematic attempt to analyse the way in which management theories contribute to the electronic government (e-government) transformation effort within the public sector. This thesis seeks to fill this gap by synthesising perspectives drawn from the study of public sector organisation, IT, organisational transformation, and organisational learning. The analysis of the case study organisation (based on a qualitative research methodology) identifies various organisational learning phenomena occurring during the change project within the SCRO. In particular, it elaborates the interplay between the process of learning and change in the level of users’ acceptance (or rejection) of the new technology (the change over time is presented graphically in the form of a ‘support curve’). The research follows the organisational-transformation project since 1994 in terms of the process innovation diffusion model (Cooper and Zmud), which identifies the following key stages: initiation, adoption, adaptation, acceptance, routinisation and infusion (Cooper and Zmud). For each of these stages, processes of organisational learning are linked to the level of users’ acceptance. This aspect of the analysis involves considering the nature and scope of collective, mutual, situated, single-loop and double- loop learning; learning by doing; team learning; and leadership. These various approaches to organisational learning, which emerge from the analysis of the existing organisational-learning literature, are applied to the case analysis to bring out major developments in the SCRO’s organisational transformation. The findings derived from this study provide a framework that can be further applied and tested in future research, and that will also allow public sector management to continuously anticipate the problems involved in cultivating and sustaining users’ acceptance of new technology and nurturing appropriate organisational learning.EThOS - Electronic Theses Online ServiceGBUnited Kingdo

Reliability of users as a key factor in Pakistan's long-term e- service adoption: An empirical study

Abstract- This study's objective is to examine how people perceive about the technology. Use by public employees via interpreting the intentional approach of users in Pakistan context. The prevailing research inculcates the behavioral constructs such as "perceived usefulness" (PU), " Trust in technology (TIT), "intention to utilize (ITU)," and "perceived ease of use" (PEOU), together with other relevant considerations, affect how an employee feels about their employer's tendency to utilize modern technology in the public sector. TAM and Technology Acceptance Model and the Unified Theory of Acceptance (UTAUT) are to be applied respectively. Use of Technology is to be incorporated into its theoretical underpinnings, both of which are helpful in determining an employee's intent with regard to the usage of e-government services. The proposed conceptual framework model was empirically tested by using a sampling method to collect 243 responses out of a total of 400 survey items that were distributed among public employees. Data were gathered using the suggested survey questions, which analyzed by using SPSS version 24 and included hypothesis tests validated by multiple regressions and pearson's correlation. According to the findings of the research that was conducted, all of the proposed factors have a positive and significant relationship with the dependent construct intention to use (ITU) e-Government.\and the present research also encircled limitation, practical implications and future direction

Adoption, Diffusion and Use of E-Government Services in the Abu Dhabi Police Force

Information and Communication Technologies (ICTs) are becoming increasingly prevalent in peoples’ daily lives due to the presence of e-government. This research aims to identify and understand factors affecting the adoption and use of e-government services in a public sector organisation in a developing country, in this case, Abu Dhabi Police Force (ADPF) in the United Arab Emirates (UAE). For this purpose a theoretical framework based on existing e-government and e-services literature was developed. To determine its applicability, a qualitative approach involving 200 participants’ interviews was used in this study. The questions for the interviews were based on the constructs derived from classic theories in the literature. The theories are: Diffusion of Innovations Theory (DOI), Technology Acceptance Model (TAM), Decomposed Theory of Planned Behaviour (DTPB) and e-Commerce’s Trustworthiness models. The research study results revealed that departments that had roles and responsibilities aligned with government online products and services, adopted e-services better. Where training and awareness was provided, individuals adopted e-services better, and where trust in the provision of e-services was divided in two. The first relates to e-services being better than a manual service as e-services provide clarity and transparency. The second form of trust aligns with confidentiality and privacy. A subset of the research revealed that demographic factors that include, an organisational structure position and the role that one has, inhibit or encourages the use and adoption of e-services. The contributions from this research are anticipated to be a better understanding of the adoption, diffusion and use of e-services in the UAE region. For theory, this research study provided a diverse approach (qualitative research) in an organisational context, the development of a conceptual framework specific to Abu Dhabi’s public sector department and finally, there is research conducted on government to employee e-services in Abu Dhabi, a rare occurrence. For policymakers, the contribution of this research is that the research can understand the impacts of policies and strategies used for developing and implementing e-services. For practice the contribution can be in the form of results that organisations providing external consultancy services in the UAE can identify and understand. Therefore, results such as, lower positions individuals in departments not utilising e-services emerged and suggest that awareness should be inherent within the organisation. By doing so, fewer risks and waste of resources in the form of time and personnel can be avoided

Key factors influencing the adoption and utilisation of E-Government systems and services in Saudi Arabia

Electronic Government (E-Government) has become very important in recent years. It can be described as a system of digital interaction between a government and other parties, such as citizens, companies, employees, ministries and other government organisations. One of the most important elements of implementing E-Government systems is the interaction between users and E-Government systems, specifically the adoption and utilisation by those users, who are the main target of such systems. However, e-Government systems are still in the early stages in most developing countries including Saudi Arabia, and face many issues related to adoption, implementation and utilisation. Moreover, there is a lack of studies that investigate and analyse users’ adoption and utilisation from different perspectives and also a lack of comprehensive frameworks specifically developed for such analysis. Thus, this research aims to investigate, analyse and understand the key factors that influence users’ adoption and utilisation of e-Government systems and services in Saudi Arabia with a holistic approach. This could be used to enhance the current acceptance and use level and also would contribute to providing a user-centred path for designing and implementing new e-Services and government electronic systems. This study also aims to fill the knowledge gap in current e-Government literature about what might constitute a comprehensive framework on which to base such investigations. In order to achieve the research objectives, a comprehensive conceptual framework, namely, E-Government Adoption and Utilisation Model (EGAUM), was developed from a critical evaluation of several common models and theories related to technology acceptance and usage, in conjunction with a review of e-Government adoption literature. The developed model was then utilised to investigate and understand the influential factors on the adoption and utilisation of different types of users; namely, citizens, government employees and users from the business sector. A multiple method was employed in this research which includes a quantitative approach (as a main method) and a qualitative approach (as a supportive method). Several analysis procedures were employed, including descriptive and statistical analysis to validate the research model and to determine the significant influential factors. The results revealed that the user’s Education Level, Perceived Benefits and implementing Regulations and Policies related to the e-Usage are common significant factors for the adoption and utilisation by all types of users. Moreover, the Functional Quality of Service/System, Perceived Simplicity and Socio-Cultural factors were found to be significant for the adoption and use of government employees and citizens. It was also found that Awareness plays a significant role in enhancing the adoption and use of public employees and users from the business sector. As a result of these findings, the research developed number of recommendations that can serve as guidelines for successful implementation of e-Government systems and services based on users’ perceptions, attitude, beliefs, needs and choices