Modelling the usage behaviour of G2C-ICT services among internally displaced people

The developments of government to citizen ICT (G2C-ICT) services have facilitated citizens’ governmental transactions and improved their life quality. However, the usage level of these services among citizens of war-torn developing countries such as Iraq is still low and does not fulfil governments aspirations. Moreover, based on the current literature, there is an absence of a model to clarify the ambiguous influencing factors affecting the usage among war-affected citizens like internally displaced people (IDP). Thus, this study aims to create a model of the influencing factors that affect the intention and usage behaviour of G2C-ICT services among IDP. This study extended the established factors of the Theory of Interpersonal Behaviour (TIB) with four important contextual factors; the perceived intensity of civil conflict (PICC), information security, trust, and service awareness. The quantitative method with simple random sampling technique was used for collecting data from 890 IDP. Structural Equation Modelling-Partial Least Squares (SEM-PLS) was used to analyse data and investigate the relationships between the contributing factors. The findings demonstrate that the intention to use G2C-ICT services is significantly influenced by social factors, service awareness, trust, affect and perceived consequence but surprisingly not influenced by information security. The usage behaviour is influenced significantly by facilitating conditions, habit, and PICC. Contrary to the results of previous studies that applied TIB in other contexts, the findings imply that facilitating conditions, habit, and PICC determinants do not have a moderating effect on the correlation between intention and usage behaviour. The study contributes to the body of knowledge by determining the factors that influence the intention and usage behaviour of G2C-ICT services among citizens and examining TIB effectiveness in man-made disasters context. The findings could assist the governments of 92 less peaceful countries in their endeavour toward high usage of ICT applications among their citizens in alleviating the negative consequences of man-made disast