FACTORS THAT AFFECT THE ACTUAL USE OF M-GOVERNMENT FROM THE USER PERSPECTIVE: THE CASE OF ABU DHABI GOVERNMENT

In recent years, the evolution of information technologies has shown vast growth. The popularity of and demand for mobile smartphones and applications also continue to grow, so governments are developing mobile business models and moving from electronic-government (e-government) to mobile-government (m-government) practices in order to enhance functioning and increase the efficiency and effectiveness of their services. However, there are very few pieces of systematic evidence related to m-government implementation and the level of actual use of m-government applications and services in less developed countries. Therefore, the current study aims to identify factors that affect Abu Dhabi citizens\u27 and residents’ actual use of m-government applications. Moreover, this study examines the relationships between m-government service and technology characteristics, perceived ease-of-use and usefulness, user past experience, attitude toward m-government use, behavioural intention to use m-government, and actual use of m-government. In addition, 22 hypotheses are developed and tested using a sample of 279 m-government service users in Abu Dhabi, collected through a cross-sectional survey. After developing and testing the conceptual model, the results show that the suggested m-government factors are crucial to achieving user adoption of m-government services while excluding the factors of accuracy, convenience, risk, and privacy. Furthermore, the results of the study are expected to enhance the existing theorization of mobile technology factors that affect user acceptance and actual usage of m-government services. From a practical perspective, this study provides a recommendation to decision-makers and developers of m-governments in order to enhance and increase the level of actual usage of their applications and services