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FACTORS AFFECTING THE
ADOPTION OF ICT TO IMPROVE
THE GOVERNMENT WORK
BY
SARAH ABDULLA MOHAMMED OMER
MAY 2016
MANAMA, KINGDOM OF BAHRAIN
FACTORS AFFECTING THE
ADOPTION OF ICT TO IMPROVE
THE GOVERNMENT WORK
BY
SARAH ABDULLA MOHAMMED OMER
MAY 2016
A DISSERTATION IN PARTIAL FULFILLMENT
OF THE REQUIREMENTS FOR THE DEGREE OF
MASTER IN BUSINESS ADMINISTRATION,
COLLEGE OF BUSINESS AND FINANCE, AHLIA
UNIVERSITY
MANAMA, KINGDOM OF BAHRAIN
i
ACKNOWLEDGMENTS
I want to thank the almighty God for giving me this opportunity to do my postgraduate
study.
To Mom and Dad for their unlimited support and encouragement throughout my
Career. All thanks and appreciation goes to you.
My deepest gratitude goes to Prof. Mohammed Shamsah who supervised my project
and devoted his time and effort. Also, owe a debt of gratitude to Dr. Adel Sarea and
Dr.Muneer Al Mubarak for Continued support.
I owe a great deal to the Information & E-Government Authority (iGA) decision makers
and the staff for their cooperation and assistance especially to my Director Mr. Nezar
Maroof (Director of Strategy &BPR) who supported me and he gave me many advices
in doing this research.
Special thanks are also dedicated to the management (IT department) in Representatives
council for their cooperation and provide the information need during my work on this
project.
ii
TABLE OF CONTENT
ACKNOWLEDGMENTS………………………………………………………………..i
ABSTRACT…………………………………………………………………………...viii
Chapter 1: Introduction
1.1Introduction ……………………………………………………………………….....9
1.2 Research Problem ………………………………………………………………….10
1.3 Research significance ……………………………………………………………...11
1.4 Research Aims and Objectives …………………………………………………….12
1.5 Research Questions ………………………………………………………………...12
1.6 Definition of Key Terms …………………………………………………………...12
1.7 Structure of the Research …………………………………………………………. 13
Chapter 2: Literature Review
2.1 Introduction…………………………………………………………………...... ….14
2.2 Emergence of E-Government …………………………………………………..….15
2.3 Bahrain E-Government …………………………………………………..………..17
2.4 E-Government services ………………………………………………………........18
2.4.1 Government-to-Government (G2G) …………………………………………..…19
2.4.2 Government-to-Business (G2B) …………………………………………………20
2.4.3 Government-to-Citizen (G2C) …………………………………………………...21
2.4.4 Government-to-Employee (G2E) ………………………………………………..22
2.5 E-Government Adoption…………………………………………………………...23
2.6 Characterizing E-Government Benefits……………………………………………31
2.6.1 Efficiency and Cost Reduction…………………………………………………...31
iii
2.6.2 Accountability and Transparency………………………………………………...32
2.6.3 Customer Centric Focus ………………………………………………………….33
2.6.4 Economic Development ………………………………………………………….33
2.6.5 Accessibility and Availability……………………………………………………33
Chapter 3: RESEARCH METHODOLOGY
3.1 Introduction………………………………………………………………………...35
3.2 Research Design………………………………………………………………........35
3.3 Research Model…………………………………………………………………….36
3.3.1 Performance Expectancy…………………………………………………………37
3.3.2 Effort Expectancy………………………………………………………………...38
3.3.3 Social Influence…………………………………………………………………..38
3.3.4 Facilitating Conditions………………………………………………………..….39
3.4 Qualitative Approach……………………………………………………………….40
3.5 Quantitative Approach ……………………………………………………………..41
3.6 The Strategy Adopted for this Research ………………………………………. ….43
3.7 Pilot Study ………………………………………………………………………….44
3.7.1 Pilot Study's value …………………………………………………………….…44
3.8 Sample of the Research and sample size ………………………………………….45
3.8.1 Sample Size ……………………………………………………………………...46
3.9 Validity and Reliability………………………………………………….................47
3.10 Sources of Data…………………………………………………...........................48
3.10.1 Primary Source …………………………………………………........................48
3.10.2 Secondary source …………………………………………………............... ….49
3.11 Research Instrument ………………………………………………….................. 49
3.11.1Questionnaire Design…………………………………………………................50
iv
3.11.2 Case Study - Representatives Council (RC) ………………………………........50
3.12 Summary ………………………………………………………………………….56
Chapter 4: DATA ANALYSIS AND FINDINGS
4.1 Introduction ………………………………………………………………………..57
4.2 Statistical Analysis…………………………………………………………………57
4.2.1 Random Sample size …………………………………………………………….57
4.2.2 Response Rate ……………………………………………………………………57
4.2.3 Usable Response Rate……………………………………………………………58
4.3 Testing Hypothesis ………………………………………………………………...58
4.3.1 Reliability Test………………………………………………………………......58
4.3.2 Descriptive Statistics ……………………………………………………………59
4.3.2.1 Respondents profile……………………………………………………………59
4.3.2 Descriptive Statistical Analysis of Section B, C, D, E, F, G ……………………62
4.3.2.1 Performance Expectancy……………………………………………………….63
4.3.2.2 Effort Expectancy………………………………………………………………64
4.3.2.3 Social Influence………………………………………………………………...65
4.3.2.4 Facilitating Conditions…………………………………………………………66
4.3.2.5 Behavioral Intention to Adoption E-Services/projects……………..…………..66
4.3.2.6 Adoption ICT…………………………………………………………………...67
4.3.3 Empirical Analysis and Hypothesis………………………………………………70
4.3.3.1 Multi Regression Test…………………………………………………………70
4.3.3.2 Hypothesis ……………………………………………………………………73
4.4 Summary……………………………………………………………………………73
v
Chapter 5: CONCLUSION AND RECOMMENDATIONS
5.1 Introduction ………………………………………………………………………..74
5.2 Conclusion………………………………………………………………………….74
5.3 Recommendations ………………………………………………………………….76
5.4 Implications of the Research……………………………………………………….77
5.5 Limitations of Research…………………………………………………………….77
5.6 Future Research…………………………………………………………………….78
References……………………………………………………………………………...79
APENDIXES
QUESTIONNAIRE ……………………………………………………………………89
vi
LIST OF FIGURES
Figure 2.1: iGA Stakeholder Groups ………………………………….……………….18
Figure 3.1 The Conceptual Model of the Research…………………………………….40
Figure 3.2: Types of sampling……………………….…………………….…………...46
Figure 4.1: Gender Distribution of citizens and residents………….…………………..59
Figure 4.2: Age Distribution of citizens and residents………….…………………..….60
Figure 4.3: Nationality of citizens and residents………….…………………….……...60
Figure 4.4: Occupation of citizens and residents………….…………………….……...61
Figure 4.5: Education Level of citizens and residents………….………………………61
Figure 4.6: Often using the internet to gather information………….………………….62
Figure 4.7: completed any transactions through iGA channels……….………………..67
Figure 4.8: providing Governmental data through one platform.………………………68
Figure 4.9: Type of services.………………… ………………………………………68
Figure 4.10: Interaction Channel……………………………………………………….69
Figure 4.11: Obstacles Use E-Services…………………………………………………69
vii
LIST OF TABLES
Table 1.1: Definition of Key Terms….……………….……………….……………….12
Table 3.2: Comparison of Quantitative and Qualitative Methodologies……………….42
Table 3.3 Reliability Statistics- Over all survey………………………………………..48
Table 4.1: Reliability Statistics………………………………………………………....58
Table 4.2: Descriptive Statistics for Effort Expectancy………………………………63
Table 4.3: Descriptive Statistics for Effort Expectancy………………………………64
Table 4.4: Descriptive Statistics for Social Influence …………………………...……..65
Table 4.5: Descriptive Statistics for Facilitating Conditions………………………….66
Table 4.6: Descriptive Statistics for Behavioral Intention………………………..…..66
Table 4:7 Model Summary……………………………………………………………..70
Table 4:8 ANOVA Test………………………………………………………………..71
Table 4: 9 Regression Test…………………………………………………………......71
Table 4:10 Hypothesis Test…………………………………………………………….73
ABSTRACT
viii
In the information age, the gap between the developed and developing countries
increased due to the ease of access to new technologies and the usage of information
and communications technology (ICT). Adopt ICT to reduce costs, improve services,
save time and increase effectiveness and efficiency, and improve trust between
governments and citizens.
The aim of the research is to explore factors influence citizens and residents for
adoption of ICT. By applying an amended version of the unified theory of acceptance
and use of technology (UTAUT) model to measure the influence of external
determinants over the intention to use ICT in a public sector. These Factors are
Performance Expectancy, Effort Expectancy, Facilitating Conditions and Social
influence.
The research was conducted through collecting qualitative case study for
Representatives council as one of the government organizations adopted the ICT and
quantitative data questionnaires distributed randomly a total of 100 surveys were
distributed randomly, out of which 88 were returned, but only 68 were viable to be
used. Using Statistical Package for Social Science (SPSS) version 18, alpha Cronbach’s
reliability test Multi Regression Test, and descriptive statistics were conduct in order to
analyze the responses to reach to appropriate conclusions.
The research found that the Performance and Effort Expectancy not have a positive
effect on the intention to use ICT but the Social Influence and Facilitating Conditions
have a positive effect on the intention to use ICT. Moreover, the most obstacles that
prevent users to use E-Services are Truest, Privacy and Lack of knowledge of use.
Researcher recommends increasing the awareness and training about the E-Services and
projects offered and iGA channels to the Citizens/residents. Moreover, Force from the
top management to drive towards ICT usage, by giving incentive such discount rates for
the users who using the E-Services instead of traditional way and Focusing on the most
important services for the end user all these recommendations to motivate citizens to
use ICT.
Keywords: E-Government; UTAUT; ICT; Citizen’s perception; adoption, Government.
9
CHAPTER ONE
INTRODUCTION
1.1 Introduction
Today’s government, business and Individuals have been deeply influence by ICT and
the application of ICT among these sectors is widespread. From government side it is
therefore imperative for government institutions to adopt ICT to streamline their
operations, improve performance, competitiveness, increase the variety and quality of
services provided and reduce costs.
ICT is a key element of reform efforts that can help dramatically reshape government to
improve performance and reduce costs. With the emergence of the concept of E-
Government (E-Gov) as electronic services (E-Services) and ICT projects provider,
public services around the world have realized the importance of making their services
more efficient and available. The essence of E-Gov is using information technology to
break the boundary of administrative organizations, and build up a virtual E-
Government.
E-Gov promises to emulate the private sector by offering more efficient, transparent and
accessible public services to citizens and businesses. Although has increased
transparency and improved communication and access to information for citizens,
digital diffusion of information is often achieved at high cost to government entities.
Information & E-Government Authority (iGA) in Kingdom of Bahrain believes that the
success of E-Gov relies heavily on citizens' awareness toward E-Gov services;
therefore, iGA is conducting marketing and awareness campaigns through
advertisements in print, audio and visual media and campaigns for sensitizing the public
on the E-Gov programs (Bahrain.bh, 2016).
10
Today, the iGA is an integral part in the services system the government provides to
citizens, residents, visitors, businesses and government entities. Due to these
achievements, the iGA has become one of the world's leading institutions, and has been
assessed by its achievement of advanced ranks in various global indicators, as well as
claiming of various international awards. Furthermore, its customer satisfaction
indicators for services provided electronically has increased, as more than eight out of
ten citizens/businesses have expressed their satisfaction with the level and quality of
services provided (Ibid).
The service users (citizen/resident) evaluate the service provider from many dimensions
such as efficiency, ease of use, awareness, security, trust, legislation, availability and
accessibility. And the evaluation methods definitely will differs from user to another
regarding the above dimensions to measure the service provider (iGA) perception of
what constitutes best practice.
1.2 Research Problem
Low adoption, particularly by citizens, indicates inadequate utilization and rejection of
the initiatives by the intended users. This may lead into failure of E-Government
initiatives.
For successful implementation of iGA services, government have to understand what
citizens need and measure what increases citizens’ willingness to adopt E-Government
services.
Above background has contributed to an ever widening gap between iGA
implementation and adoption resulting in lack of understanding, less than satisfactory
adoption rates and poor return on investment for the government.
11
Despite of saving time and effort provide by ICT through multi channels, iGA face the
problem of low-level of citizen adoption of iGA services. Unfortunately, citizens still
prefer use traditional methods to make transactions than use online transactions.
Therefore the main focus of this research is identify the factors preventing the citizens
or residents to adoption online transactions through iGA channels or other online
channels.
1.3 Research Significance
ICT has a major driving force to the development of technology that has affected
positively in virtually Government sector in Bahrain. iGA has established as an
effective mechanism for Increasing government productivity and efficiency and a key
enabler of citizen centric services.
The fundamental beneficiaries of this research are:
1. Government organizations: the outcomes drawn from this analysis could be
apply in governmental organizations to increase the adoption of ICT and reduce
the cost and expenses. In addition, the government organizations should seek to
develop their performance to encourage users towards E-Services through
innovation motivational ways and decision-making drive the employees toward
ICT.
2. Citizens / Residents: the result of this research will reveal to users the reasons
that others may fear them for not adopting online transactions then Increase the
awareness, trust and transparency between government and all users who can
benefit from iGA services.
3. The researchers: the concepts and results of this research can be helpful for
other research conducted on the same field or private sector.
12
1.4 Research Aims and Objectives
The overall aim of this research is to explore factors influence citizens’ adoption of ICT.
Aim leads to the formulation of a conceptual model that can be used as a frame of
reference by government institutions which seek to implement and adopt ICT in
Bahrain.
To realize the research aim, the following objectives will be pursued
a) To identify obstacles those prevent users from doing their tasks through the
internet.
b) To Study the usage of Information & E-Government (iGA) by citizens and
residents in Kingdom of Bahrain.
1.5 Research Questions
Research requires some questions to be answered .The research has the following
research questions:
1- What is the impact of ICT projects reflected positively on Government sector?
2- What are the ways motivate users to Adopt ICT?
3- What are the most types of services people look for in through iGA channels?
1.6 Definition of Key Terms
Term Definition
ICT Information and communications technology.
E-Government E-Gov
iGA Information’s & E-Government Authority
UN United Nations
Table 1.1: Definition of Key Terms
13
1.7 Structure of the Research
This research consists of the following chapters:
Chapter One
This chapter refers to the introduction of the research, as well as the aim of the research
in terms of the purpose and significance.
Chapter Two
This chapter includes a literature review where some facts and information were
presented by previous researches of different authors.
Chapter Three
This chapter contains the different research approaches and methodologies used in order
to conduct the research.
Chapter Four
This chapter shows the analysis of the data collected and the discussion of findings.
Chapter Five
This chapter contains the conclusion of the research, the recommendation of the
researcher, and the limitations faced when conducting the research.
14
CHAPTER TWO
LITERATURE REVIEW
2.1 Introduction
Information technology advancements critically effect the achievements of
organization. Public administration took the advantage of IT innovations from its
perspective and developed it E-Government applications to help citizen overcome their
official transactions online. Accordingly, scientists listed many benefits of adoption E-
Government applications such as speeding up procedures, services available 24 hours,
decreasing administrative workloads, overcoming distance and time challenges, and
relieving people from bureaucratic overcomes. In addition, E-Government challenged
long time governmental corruptions through incremental transparency and better degree
of monitoring.
Bahrain iGA aims to provide a one-stop shop to facilitate the utilization and access of
various government services available electronically. Moreover conducts many tasks,
such as, for example, proposing public policy and suitable legislations and decisions for
the implementation of the E-Government programs and necessary information
technology and data programs, providing services, facilitating the communication
between all the state’s organizations, creating electronic channels to provide iGA
services, in addition to providing technical and scientific support to ministries and other
government organizations (Bahrain.bh, 2016).
These efforts indicate a new trend that Governments are setting to improve their
relationships with the public. However, adoption by the citizens is one of the key issues
15
determining the success of such initiatives. In this research, researcher noted the
importance of improving ICT adoption among citizens, residents and employee.
In this chapter, the researcher conducts secondary research by using articles on previous
studies written by different authors in regard to adoption of ICT. This aids towards
understanding the factors that influenced the adoption and usage of ICT in government
sectors and the purpose of this adoption.
2.2 Emergence of E-Government
E-Government is the use of ICTs in the public sector to improve its operations and
delivery of services (Furuholt and Matotay, 2010). The definitions are mainly covering
business, citizen, government, technology, process, or an economic viewpoint
(Weerakkody & Dhillon, 2008).
The basic principle of E-Government is that people can communicate with government
officials and access government services via the Internet and other information
technologies (Sharma et al., 2012).
As one of the ideas that were born in the Internet age and continued to develop until it
reached very advanced stages is the E-Government. However, with the advent of the E-
Government concept in the recent years, public sector organizations around the world
have realised the importance of making their services more efficient, effective and
accessible, i.e. revolutionising the governments‘ interactions with their different
stakeholders (Affisco and Soliman, 2006). Citizens therefore, become more internet
adept and experience good electronic services (E-Services) from the private sector, they
begin to expect the same high standards from the government agencies. In this regard,
several researchers highlight that E-Government promises to emulate the private sector
16
by offering more efficient, transparent and accessible public services to citizens and
businesses (Al-Shafi,2008; Sahraoui, 2007).
In describing E-Government, literature highlights that the interpretation of E-
Government is based on technology : the use of ICT for delivery of government
services electronically, process: processes of transaction and transformation of E-
Government services, benefits: delivery of government services electronically for the
public, citizen focus : citizenry and their desires as a focal viewpoint, single point
access: delivery of government services electronically through a single point of access,
and phenomenon: E-Government as a phenomenon and alternative way to deliver
government service. Choudrie and Weerrakody (2007) also state that E-Government
encompasses a broad spectrum of activities (e.g. the capture, management, use,
dissemination and sharing of seamless information) that are offered using ICT.
All these factors allow for improved government service delivery to citizens. (Akman et
al., 2005) support this argument and state that ICT has played an important role in
transforming public service delivery from a bureaucratic paradigm into one based on
personal needs.
It appears that governments around the world are attempting to fundamentally change
the way in which ICT is used to achieve interactive working between and among local
government agencies and provide new, efficient and convenient ways for citizens and
businesses to communicate with government in the acquisition of services (Kamal,
2008).
17
2.3 Bahrain E-Government
Today, the iGA is an integral part in the services system the government provides to
citizens, residents, visitors, businesses and government entities. Due to these
achievements, iGA has become one of the world's leading institutions, and has been
assessed by its achievement of advanced ranks in various global indicators, as well as
claiming of various international awards. Furthermore, its customer satisfaction
indicators for services provided electronically has increased, as more than eight out of
ten citizens/businesses have expressed their satisfaction with the level and quality of
services provided. (eGovernment Portal, 2016)
To materialize the new iGA mission and realise its benefits, a set of key strategic
objectives have been developed targeting various stakeholder groups and catering to
their needs and preferences (ibid).
- Increased Society Participation and Engagement.
- Increased Partnerships and Private Sector ICT Readiness
- Improved National eLiteracy and Government IT Skills
- Heightened Protection of Information and User Rights
- Higher Performing, Collaborative, Integrated, and Efficient Government
- Comprehensive and Effectively Managed Quality Service Offering
- Enhanced iGA Channels and User Experience with Increased Service
Uptake
- Greater Innovation and Entrepreneurship
Also Bahrain eGov is a pledge to positively impact three key identified stakeholder
groups within the Kingdom of Bahrain: Individuals, Businesses and Government; where
Individuals refer to citizens, residents and visitors, Businesses refer to small, medium
and large enterprises and their employees, and Government refers to government
entities and their employees.
18
Figure 2.1: iGA Stakeholder Groups
2.4 E-Government services
The government establishments aim to provide different types of E-Services like health,
education, tendering, taxation and employment system, and those services vary
depending on the needs of the end-users. The management of E-Government projects
may aim to offer services for citizens, employees, business or other government
establishments (Ray et al., 2011).
iGA will facilitate effective and efficient coordination amongst the various stakeholders
and project teams through the development of an efficient monitoring mechanism
(Bahrain.bh, 2016).
Therefore, this research is dealing with E-Government services which provide four main
types of E-Gov services: Government-to-Citizen (G2C), Government-to-Business
(G2B), Government-to-Government (G2G), and Government-to-Employee (G2E).
These services can be categories as follows:
19
2.4.1 Government-to-Government (G2G)
Any kind of government electronic services such as data, information and system
sharing that interact between different government departments are considered to be
G2G (Behzadi et al., 2012). At the same time, G2G services are transactions between
governments, and can be used as an instrument of international relations and diplomacy
(Chavan and Rathod, 2009). It is an E-Government initiative to provide the
Government's departments or agencies cooperation and communication online. It
includes internal exchange of information and commodities (Safeena and Kammani,
2013).
It is an E-Government initiative to provide the Government departments or agencies
cooperation and communication online. It includes internally exchange of information,
services and transactions. The dealing can be externally between foreign governments
(Al-Shafi and Weerakkody, 2009).
G2G dimension has the following objectives:
- G2G enables all government entities working together more easily to better
serve the needs of citizens and businesses.
- Works to reduce the gap between the government agencies and make them work
on the one hand through an aggregation of models and meta-models, governance
and compliance mechanism and technology standards and guidelines put
together to Guide effective development and implementation of Enterprise
Architecture by different government bodies across Bahrain. (Ibid)
- Facilitate the communication process between the organizations and accomplish
work.
20
2.4.2 Government-to-Business (G2B)
In this sector individuals, but mainly businesses, undertake transactions with their
governments. G2B initiatives receive a significant amount of attention, in part because
of the high enthusiasm of the business sector and the potential for reducing costs
through improved procurement practices and increased competition (Seifert, 2008).
It is an E-Government service providing transactions and procurement facilities for
government purchases and call for tenders (Safeena and Kammani, 2013). It is an
eGovernment service providing transactions and procurement facilities for government
purchases and call for tenders. G2B transactions include various services exchanged
between government and the business community, including dissemination of policies,
memos, rules and regulations (Chavan and Rathod, 2009).
The services offered through G2B transactions also assist in business development,
specifically the development of small and medium enterprises (Ibid).
G2B interactions can result in increased awareness of opportunities to work with the
government and in cost savings and increased efficiency in performing transactions.
Furthermore, for governments, G2B interactions offer benefits in reducing costs and
increasing efficiency in procurement processes and provide new avenues for selling
surplus items (Al-Shafi and Weerakkody, 2009).
From the aforementioned theories G2B objectives (Ibid):
- Reducing the burden on business by providing one-stop access to information in
order to facilitate business development.
- Eliminate the need to report the same data multiple times to multiple agencies.
- Streamlining the reporting requirements by creating more efficient ways for
business to interact with government.
21
- A national economy that is flexible and competitive within the global market.
2.4.3 Government-to-Citizen (G2C)
G2C is the E-Government endeavor in creating communication between the
government and their citizens (Chun et al., 2012). G2C initiatives also often strive to
enhance access to public information through the use of dissemination tools, such as
Web sites, Mobile and kiosks.
It is an E-Government service, from government to citizen in the form of offering
valuable information and know-how’s (Safeena and Kammani, 2013). G2C is the most
important and valuable part of E-Government, since it is serving the entire citizen
population in a specific country. This type of service is offered by the government as an
interaction between both the government and the citizens. Portal with different
government E-Services to citizens is an example of G2C. By using this portal, citizens
are able to access different types of services offered by the government such as
education, employment, health and family. Many governments give a high priority to
this category, since it is serving the majority of government services to citizens by
giving them another online services option (Al-Rahbi, Al-Harasi and Al-Wahaibi,
2012).
The resulting benefits can be diverse and long lasting such as, among others, less
corruption, increased transparency, better delivery of government services to citizens,
improved interactions with business and industry, greater convenience, citizen
empowerment through access to information, growth of revenues, cost reductions, and
more efficient government management (Colesca and Dobrica, 2008).
Al-Shafi and Weerakkody (2009) for those who do not have time to go to city hall or
committee hearings to participate in public debates, they can instead send an email or
22
contribute to an online discussion forum. Based on the aforesaid G2C conceptions, the
following objectives can be related to the G2C dimension:
- Provide one place to citizens to can apply for government services through E-
Gov portal.
- Citizens should be able to find what they need quickly and easily
- Building and enhancing trust.
2.4.4 Government-to-Employee (G2E)
G2E services encompass G2C services as well as specialised services that cater only for
government employees, such as the provision of human resource training and
development that improves the bureaucracy‘s day-to-day functions and dealings with
citizens (Chavan and Rathod, 2009).
Government and government employees (Hussein et al., 2011), that is basically any
type of online services by the government to their employees is considered to be G2E. It
is an E-Government initiative that will facilitate the management of the civil service and
internal communication with governmental employees to encourage paperless office
(Safeena and Kammani, 2013).
The employee will be able to link efficiently with other departments, rely on the latest
news, draw on the available resources in an optimal way, and use the most appropriate
support. (Al-Shafi and Weerakkody, 2009) the benefits provided to the governments
within this interaction are an empowered pro-active workforce, streamlined efficient
communication and workforce retention. Because employee benefits include increase in
responsibility, this provides a common place for all communication and information
needs and promotes better cross-departmental understanding of the services, the
following objectives of the G2E :
23
- Collaboration with other government employees anytime and anywhere.
- Opportunities for more effective cross-agency initiatives.
- Improved intra-agency information-sharing and team collaboration.
2.5 E-Government Adoption
Adoption of E-Government has become an important topic that many researchers were
interested to study and Conduct a research on, even though it was proven that it is one
of the most challenging issues in information Technology research. There are many
different studies have been established toward adoption of E-Government by citizens
and each has different results and findings. However, researchers have different findings
and results, most of them agreed that the demand for E-Gov services is very low, what
forced them to search on the factors that influence on citizens' adoption of ICT.
It is well known in literature that publications E-Government adoption in Arab world
still rare compared to studies published about E-Government in Western and Far
Eastern countries (Abbas, 2013; Rouibah et al., 2011; Alawadhi and Morris, 2009).
Rouibah et al. (2011) think that Arab publications are still far away behind number of
publications of their partners in Western and Far East societies. Rouibah et al. (2011)
claim that acceptance theories are relatively new in this part of the world.
According to AlAwadhi and Morris (2009), there is still “little research exploring
factors that affect the adoption of e-government services by citizens in developing
world, especially in Arab world”.
AlAwadhi and Morris (2008, 2009) explored adoption E-Government in Kuwait. In
addition, what makes our project critical and important is the seldom publications using
24
UTAUT model to test the intention to adopt E-Government in Kuwait. They found
usefulness, ease of use, reforming bureaucracy, and cultural and social influences the
most influential factors affecting the adoption of E-Government in Kuwait.
Their findings were also confirmed by previous studies that been applied in different
cultural and social environments such Western and Far Eastern societies. Moreover
researched the effect of cultural issues and found that gender play a role in E-
Government adoption (Bagchi et al., 2004; Chen et al., 2006).
Also H.Zaied et al., (2007) explore in Kuwait the E-Readiness assessment models and
to investigate the perceptions towards the IT environment in some public organizations
in the State of Kuwait. E-Readiness defined as the degree to which a community is
prepared to participate in the information age (networked world). It measured by
assessing a community's relative advancement in the areas that are most critical for ICT
adoption and the most important applications of ICT. Three main variables (human
skills, infrastructure and connectivity) have been use. These variables were derive using
the terms suggested by Harvard CID and APEC models. The results show that less than
half (46.57%) of the participants agreed that their organizations have adequate and
appropriate connectivity, infrastructure and IT human skills to implement the electronic
government systems.
Some factors which influence IT adoption have been suggested by (Previtali and Bof,
2009) the level of available resources, technical and financial resources, organizational
environment and organizational factors such as professionalism, slack resources, and
administrative performance affect the adoption of computer technologies. The adoption
of E-Governance promises a sharp paradigm shift where public institutions will be more
25
responsive and transparent, promote efficient Public Private Partnerships (PPP), and
empower citizens by making knowledge and other resources more directly accessible.
Zambia on of the country adopted since 2006, conducted a research to examined were
ICT has been utilized in support of E-Government initiatives. It has also assessed the
challenges, opportunities, and issues together with E-Government adoption criteria
regarding successful encapsulation of E-Government into the Zambian contextual
environment.
The finding there is a lot of discrepancy in the quest to implement E-Governance in
Zambia. It has been founded that lack of adequate ICT infrastructure and political will,
provision of content in English other than local languages, lack of proper change
management procedures, non-contextualization of E-government practices, etc.,
contribute much to the delay in appropriate E-government adoption in Zambia (Bwalya,
2009).
Jim Yonazi et al. (2010) Sought about issues underlying adoption of eGovernment
initiatives in Tanzania. Using the case study approach as their strategy, investigated the
adoption of three government organisations. They found that the adoption of
eGovernment initiatives in Tanzania is determined by (1) perceived organizational
preparedness (2) citizen preparedness (3) service intrinsic issues, (4) access limitations,
and (5) organizational context.
Based on their findings and results, the authors found that inadequacy of ICT and
supporting infrastructure, and unavailability of ICT equipment’s contribute to the low
adoption of eGovernment initiatives.
26
However findings differentiate infrastructure limitations from access equipment
limitations. In the case of Tanzania, general country ICT infrastructure is poor.
Regardless, organizations should not be hindered from implementing eGovernment
initiatives for citizens. Alternative channels such as mobile phones, TVs, and radios are
widely available. E-Government initiatives can hence be designed to be delivered and
accessed using such equipment’s. This contribution helps to separate and think of
mitigating general ICT infrastructure challenges from equipment constraints.
Organization context is a new revelation in the eGovernment debate. That is, the natures
of government organizations and their business have an impact on the adoption of its
eGovernment initiatives. Citizens may be attracted differently to use eGovernment
initiatives offered by government organizations with different natures. The main
attraction elements are the nature, and the business the organizations deal with. This
thinking is yet to be established in the technology and eGovernment adoption literature.
Likewise, this is relevant to government organizations and their electronic initiatives.
Corporate images may influence citizen perceptions and adoption decisions to provided
eGovernment initiatives.
The influence of organizational autonomy on citizen adoption of E-Government
initiatives was a new discovery. Currently theoretical proposition related to this issue
are still rare.
This may be because it may not be directly related to the wiliness to adopt innovation.
However, as we observed that each organization has a limit of responsibility in relation
to its electronic services. This issue is useful for explaining organization and central
government responsibilities in relation to the factors identified in this study.
27
Examined national cultural factors that may influence Jordanian citizen’s adoption of E-
Government websites in this culturally different part of the world. Based on survey data
analysis, evidence shows that while two cultural dimensions: power distance and
uncertainty avoidance had significant impacts on citizens' intention to adopt E-
Government, the other three cultural dimensions: individualism, masculinity, and long-
term orientation had no discernible impacts. The results also indicate that perceived
usefulness, perceived ease of use, attitude are significant indicators of citizens’ intention
to use state government services online (Al-Hujran, Al-dalahmeh and Aloudat, 2011).
In order to encourage more citizens to make use of such services, it is important for
government to understand the factors that may influence on willingness to adopt or not
adopt such services and come up with measures of encouraging adoption. (Mercy
Mpinganjira, 2012) conducted a research about factors often associated with adoption of
E-Services in general and has proposed a model that can be used to help provide a good
understanding of how different factors work together to influence adoption of E-
Government services by ordinary citizens.
According to the proposed model, attitude towards E-Government is a critical factor
that determines the decision to adopt or not adopt E-Government. This attitude is
mainly a function of three important factors namely perceived benefits, perceived ease
of use and perceived risk. The model further proposes that perceived risk is a function
of perceived level of intrusiveness of information requested by E-Government service
providers while availability of technical support services has a positive influence on
perceived ease of use.
Regarding to E-Government adoption by citizens in Germany, they found that the
factors of data protection, privacy and security are the most factors that has a major
28
influence on individuals' engagement to E-Government followed of the reliability of
systems and completeness of information. The lowest factors that barely have influence
E-Government adoption are information about Status, convenience followed by a
variety of services. From the research findings, they noticed that citizens’ trust in
government and technology, including the supporting infrastructure and the transmitting
medium are very important to enhance citizens' intention to adopt the online services
(Akkaya, Wolf and Krcmar, 2013).
From Financial side the effect of adoption of ICT as researchers found (Gyaase,
Anokye-Sarfo and Bediako, 2013) include low level of adoption of ICT in Financial
Management and identified major hindrances to ICT adoption which includes low level
of ICT literacy, inadequate and obsolete equipment as well as cost of investment in ICT.
ICT initiatives in the Egyptian public sector organizations, as well as the important role
of ICT to help Egypt fostering the economic and social development were successfully
introduced. An analysis to examine E-Government services portfolio and Egypt's E-
Government readiness ranking was introduced. The challenges confronting E-
Government program in the context of Egyptian society were analysed. Nevertheless,
research findings indicate that Egypt is still lagging far behind some Arab countries
from utilizing ICT in delivering government services and information online. On the
other hand, the review indicates that the successful implementation of E-Government
applications go beyond the technical and technological aspects, requiring the
government to adopt a new vision adapted to technological, social, economic, cultural
and political environment in the Egyptian context (R. Gebba and R. Zakaria, 2015).
Researchers looked for Factors Motivating Youth for the Adoption of E-Government
Services in Pakistan. They found that there is much awareness of E-Government and
29
majority of the young people have access to internet facilities and they prefer to use
online portals. Moreover, the study finds that there is greater need of innovations and
reforms in the area of E-Government. Suggestions: targeting young generation for the
adoptability of E-Government services, as they are the best target audience who can
accept and adopt change and innovations. This is also an opportunity for the
government to minimize the gap and to connect with youth of the country through non-
conventional and effective reciprocal E-Communication (Soomro, Shukui and Shaikh,
2015).
Determinants Influencing Citizens Intention to use E-Government in Kuwait trough
explores the psychological variables that lead individuals to use E-government services
not only to search for information but also to make their services. The results show that
behavioral intention to use E-government services can be predicted by performance
expectancy, effort expectancy, social influence, and facilitating condition. Effort
expectancy appeared to be an important predictor of behavioral intention to use E-
government services in State of Kuwait. The findings of this research are useful for the
decision-makers and service designers to improve E-Government services and their
accessibility to citizens.
In terms of facilitating condition or technical infrastructure, the Kuwaiti government can
also help citizens to use E-government services by providing internet infrastructure and
internet bandwidth in State of Kuwait. In terms of social influence has a positive
influence on citizen’s behavioral intention to use E-Government services. Thus,
governments should encourage citizens to influence their family and relatives who have
still not use the E-Government services. In terms of performance expectancy, the
30
information in the E-Government portal and website has to be accurate, timely,
informative, updated and relevant to citizen’s needs (Nasri and Abbas, 2015).
Al khasawneh and Alanazy (2015) examined factors affecting the behavioral intention
to use ICT among academic staff at Al Jouf University in Sadie Arabia. To illustrate,
this study investigated the relationships between Performance Expectancy (PE), Effort
Expectancy (EE), Social Influence (SI) and Perceived Facilitating Conditions (PFC) and
behavioral intention to use technology.
The results of the study supported the UTAUT model. As suggested by Venkatesh et
al.(2003), we found that performance expectancy (PE), Effort Expectancy (EE), Social
Influence (SI) and Perceived Facilitating Conditions (PFC) had a positive effect on
intention.
Conversely, the study found that performance expectancy (PE), Effort Expectancy (EE),
Social Influence (SI) and Perceived Facilitating Conditions (PFC) did not have a
significant effect on intention in the presence of interactions with gender and age. These
specific results correlate with the fact that technology has become a routine part of daily
life utilized by all ages and genders. In our sample, most academic staff members are
most likely familiar with the use of technology in their everyday lives. In today’s
technologically driven society, the understanding, acceptance, and use of this
technology have become an essential part of modern life.
Additionally, this study identified the major factors contributing to academic staff
members’ intention to adopt ICT at Al Jouf University. To illustrate, this study found
that Performance Expectancy (PE), Effort Expectancy (EE), Social Influence (SI) and
31
Perceived Facilitating Conditions (PFC) had a strong effect on behavioral intention to
use ICT at Al Jouf University.
2.6 Characterizing E-Government Benefits
E-Government can contribute to higher transparency and accountability able
development and poverty reduction. By improving cities’ capacity to provide services,
achieve policy goals, and increase efficiency and transparency, E-Government
encourages greater trust, participation and engagement of citizens. Where institutions
are aim to be more trustworthy, investment and economic growth occurs (Frank, 2015).
Furthermore, E-Government increases public expectations and improves the services to
offer more transparent and accessible services to the user and to public-private sector
collaboration. These conceptions illustrate that E-Government is not merely an
extension of the government; rather it significantly transforms government operational
activities to electronically serve their constituents and other associated stakeholders (Al-
Khouri and Bal, 2007).
2.6.1 Efficiency and Cost Reduction
Edmiston (2003) advocates that the bona fide benefits from new technology do not
come from performing high-technology feats, but rather from government undertaking
their daily operational activities in a much improved and economic mode. Ndou (2004)
support this argument and states that by putting services on - line substantially decreases
the processing costs of many activities compared with the manual way of handling
operations. In this context, many researchers argue that E-Government, if implemented
pertinently, can significantly improve efficiency of government services, result in more
accurate and efficient delivery of services, and reduce administrative costs and time
spent on repetitive tasks for government employees (Gil-García and Pardo, 2005).
32
Bhatnagar (2004) reports that businesses recurrently face considerable administrative
barriers while interacting with government; however, by implementing E-Government
systems, these obstacles can be overcome. In addition, the transaction costs to both
businesses and government can be reduced and government can benefit from more
efficient revenue collection (As shown in the RC Case Study). This indicates that by
developing a practicable internet presence, a government can generate interest in the
political process among businesses that frequently use the internet.
2.6.2 Accountability and Transparency
E-Government is often viewed and promoted as a positive channel for enhancing
government accountability, transparency and empowering citizens (Kumar, 2003). With
more information delivered in a more timely fashion to citizens, it is expected to
increase transparency of government and empower citizens to more closely monitor
government performance. Enhanced interactivity of the technology is also expected to
improve government accountability as it makes government more responsive to the
needs and demands of individual citizens (Wong and Welch, 2004; Welch and Hinnant,
2003).
Carter and Belanger, (2005) also support the idea that E-Government improves
government accountability and helps to decentralize the administration of level
governance in government agencies. This indicates that a more transparent government
allows citizens to monitor the performance of public organizations more easily via the
increase in the availability of information. This also creates an opportunity for citizens
to participate in decision-making by allowing them to provide their ideas/suggestions in
forums and on-line communities (Ndou, 2004).
33
2.6.3 Customer Centric Focus
E-Government has the potential to alter the traditional relationship between government
and customers (i.e. their citizens) by creating a new virtual government and citizen
interface (Navarra and Cornford, 2005; Wong and Welch, 2004). This is also illustrated
as the nature of public policy, both nationally and internationally, appears to be
undergoing a significant critique and re-conceptualisation (Ghose, 2005). These changes
have implicated greater interest by governments to citizen attention as well as shifts
towards forms of participatory governance.
2.6.4 Economic Development
Literature stresses that E-Government aims to ―help strengthen a government‘s drive
towards effective governance and increased transparency to better manage a country‘s
social and economic resources for development (Basu, 2004). Many businesses have a
preference to maximise their cost-saving activities by creating an effective E-
Government system that enables them to process their government‘s services online at
any time without having to visit any government agencies to accomplish the service.
E-Government also creates an opportunity of partnership between the government and
businesses, i.e. the promoting of the government in a business relationship (Bertot and
Jaeger, 2006; Al-Sebie and Irani, 2005).
2.6.5 Accessibility and Availability
One of the greatly desired and highly pursued outcomes of this E-Government process
is the seamless integration of computer-supported government services and the increase
of government accessibility and availability (Scholl and Klischewski, 2007). Halchin,
(2004) also agree that E-Government provides fast and easy access to government
34
information, makes governments approachable by augmenting their availability, and
increases their transparency and responsiveness towards citizens‘ needs.
These arguments accentuate that E-Government has the potential to improve the quality
and accessibility of public services (Carter and Belanger, 2005).
35
CHAPTER THREE
RESEARCH METHODOLOGY
3.1 Introduction
Methodology section is use to describe the principles of analysis. In fact, the applied
methodology is a reflection of the results of the research. In Kumar’s idea, methodology
is a set or system of methods, principles, and rules for solving problems by identifying
special data and collecting them to use in special way for analyzing (Kumar, 2008).
3.2 Research Design
Research design is a plan of how and where the data are to be collected and analyzed.
Moreover is a researcher’s overall plan for answering the research questions and testing
the research hypotheses. A deductive approach has been use in this research since it
started by examining what was written about the field in general and continued to
develop a theoretical framework that we used throughout the thesis.
This research also utilizes the descriptive research based on quantitative method. It is
also considered as cross-sectional research as the data is collected for one period of time
(Kumar, 2008).
Research can be categorized to the basis of either purpose or technique; observational
studies, experimental or empirical studies, surveys and questionnaire are few popular
examples of research by techniques, while showing the nature of decision making is an
example of research by purpose (Zikmund et al., 2009).
36
3.3 Research Model
Scientists in the field developed many theories to study the acceptance of technologies
in their environment. In the literature, a model known as theory of reasoned action
(TRA) was developed by psychologists (Fishbein and Ajzen, 1975). Other scholars
investigated various types of technology acceptance from different theory perspectives
including: The Innovation Diffusion Theory (IDT) (Rogers, 1983; Moore and Benbasat,
1991; Tornatzky and Klein 1982), the Technology Acceptance Model (TAM) (Davis,
1989) and its extensions (e.g. Venkatesh and Davis, 2000; Venkatesh et al., 2003; Yi et
al., 2006), Theory of Flow (TOF) (Csikszentmihalyi, 1990), and combined theories
(Kim and Garrison, 2009), and the Unified Theory of Acceptance and Use of
Technology (UTAUT) (Venkatesh et al., 2003). Their goal was to find and explain
user‟s intentions to use information systems. UTAUT introduces different constructs
than factors found in TAM model. Mainly, it holds four key determinants: performance
expectancy, effort expectancy, social influence, and facilitating conditions.
Regarding technology acceptance per se, information systems scientists originally build
their own extension of acceptance theories known in literature as “Technology
Acceptance Model (TAM)”. The aim of the theory is to measure how well the ICT are
used (or intention to be used) by end users (Davis, 1989).
Many variations of TAM (TAM 2, TAM 3) were developed since the initial version of
Davis (1989) TAM theory. Since then, versions of TAM were developed to be taken
into variety of terms of technologies and to measure usages of different technologies
such as e-commerce, e-government, m-banking, gaming, and so forth (Al-Gahtani,
2011).
37
In this research, applied Unified Theory of Acceptance and Use of Technology
(UTAUT) showed Figure 3.1 to discover factors that lead to acceptance and adoption of
ICT. UTAUT identify four key drivers of the adoption of information systems:
performance expectancy, effort expectancy, social influence, and facilitating conditions.
These four constructs explain 70% of the technology acceptance and usage behavior
confirms the above argument and narrates that these four constructs of UTAUT are
considered as direct determinants of user acceptance and usage. Also endorses his
argument by saying that UTAUT model is used and suggested for use in a similar
context by many researchers (Ahmad et al., 2012).
3.3.1 Performance Expectancy
Performance expectancy is defined as the degree to which individuals believe that using
a system will help them improve their job performance and contains five variables:
performance expectancy, extrinsic motivation, job-fit, relative advantage and outcome
expectations (Venkatesh et al., 2003).
In the present research, performance expectancy is measure by the perceptions of using
E-Government services in terms of benefits, such as saving time, money and effort,
facilitating communication with government, improving the quality of government
services and by providing citizens with an equal basis on which to carry out their
business with government (AlAwadhi and Morris, 2009).
In this research, performance expectancy is measured by the perceptions of using E-
Government services in terms of benefits, such as saving time and effort, facilitating
communication with government entities, improving the quality and performance of
38
government services and by providing citizens with an equal basis on which to carry out
their transactions and business With the concerned government authorities.
To explain performance expectancy toward intention to use iGA services and project
(ICT), researcher hypothesize that performance expectancy will exert a positive effect
on the intention to use ICT.
H1: Performance expectancy will have a positive effect on the intention to use ICT.
3.3.2 Effort Expectancy
Effort expectancy is the degree of ease associated with the use of the system. Also,
identify three constructs from the eight models that make up the concept of effort
expectancy: perceived ease of use, complexity, and ease of use (Venkatesh et al., 2003).
Additionally, Marchewka et al., (2007) claim that this constructs can be significant in
determining user acceptance of information technology.
Found that effort expectancy has a significant influence on intention to use behavior
(Al-Gahtani et al., 2007).
In this research, effort expectancy is measure by the perceptions of ease of use of ICT as
well as ease of learning how to use these services. Researcher hypothesize that effort
expectancy will exert a positive effect on the intention to use ICT.
H2: Effort expectancy will have a positive effect on behavioral intentions to use ICT.
3.3.3 Social Influence
Social influence is defined as the degree to which an individual perceives the
importance of the beliefs of others that he or she should use the new system. It is a very
39
important factor in many aspects of the lives of citizens and is likely to be influential
(Venkatesh et al., 2003).
This research assumes that if ICT users are influenced with by their social networks,
they are more likely to have a strong behavioral intention to use the ICT. Therefore,
researcher hypothesizes that social influence will exert a positive effect on the intention
to use the particular E-government service types.
H3. Social Influence will have a positive effect on behavioral intentions to use ICT.
3.3.4 Facilitating Conditions
Facilitating conditions are the degree to which an individual believes that an
organizational and technical infrastructure exists to support the system (Venkatesh et
al., 2003).
Within this research, facilitating conditions was measure by the perception of being able
to access required resources, as well as to obtain knowledge and the necessary support
needed to use E-Services/projects. It is also influence by the perception of the
technology fitting into the lifestyle of the user. To explain facilitating conditions toward
behavior of ICT, researcher hypothesize that facilitating condition will exert a positive
effect on the intention to use ICT.
H4. Facilitating conditions will have a positive effect on ICT usage behavior.
40
Figure 3.1 Conceptual Model of the research Source: (Tan, 2013)
Table 3.1 provides a summary of the research hypotheses that have been discuss in the
aforementioned theory and the factors that influences the ICT adoption.
N Research Hypotheses
H1 Performance expectancy will have a positive effect on the intention to use ICT.
H2 Effort expectancy will have a positive effect on behavioral intentions to use ICT.
H3 Social Influence will have a positive effect on behavioral intentions to use ICT.
H4 Facilitating conditions will have a positive effect on ICT usage behavior.
Table 3.1: Summary of Adoption Research Hypotheses
3.4 Qualitative Approach
Qualitative research is described by its goals, and is identified by comprehension of
some parts of social life, and its methods, which produce words, rather than numbers for
analyzing data. For researchers familiar with quantitative methods, which expect to
Dependent
variables
Independent
variables
Performance
Expectancy
Behavioral Intention to
use ICT
H1H
Facilitating
Conditions
H2
H
H3
H
H4
H
Effort
Expectancy
Social
Influence
41
measure something, (for example, the rate of individuals with a specific infection in a
group), goals and methods of qualitative exploration can appear uncertain (Creswell,
2009).
Qualitative research, one of the two primary approaches to conduct the social science
research, is a superior means for conducting meaningful research in Non-measurable
studies. The numerous advantages of qualitative methods provide a deep understanding
of social issues which far exceeds what is offered by detached, statistical analyses
(Ibid).
Qualitative research method is not a unified field of theory and practice, in where
researchers have many domains that can conduct a qualitative research like, education,
medical field, sociology, banking, marketing, etc (Guest, Namey and Mitchell, 2013).
Guest, Namey and Mitchell (2013) said that qualitative researchers has the eager to
understand the meaning people build and how people make sense in the world and on
the experience they have.
Qualitative research method gathers open-ended, emerging data that is used to
developed objectives, which will open doors for exploratory nature researchers
(Campbell,2014)
3.5 Quantitative Approach
Quantitative research methods are intend to generate statistically trusted information
that shows how many individuals are doing or thinking something. Quantitative
information generally is in numerical type such as averages, ratios or degrees (Bryman,
2008).
42
Quantitative method is ordinarily acknowledged to be the more "scientific"
methodology for social researches. The focus is on utilizing particular definitions and
precisely operationalizing what specific ideas and variables mean. Qualitative methods
give more accentuation on understanding and giving complete perspectives to
consumers (Ibid). The quantitative method’s data are coming from the knowledge,
which are the result of extending hypotheses to extract certain results of the research. In
this method, the researcher works to investigate specialized idea and investigate the
view of that (Richard, 2009). Table 3.2 shows the Comparison of Quantitative and
Qualitative Methodologies;
Table 3.2: Comparison of Quantitative and Qualitative Methodologies
Source: (Mack et al., 2011)
43
3.6 The Strategy Adopted for this Research
One of the most important steps for fruitful evaluation of any process is to select an
appropriate method to performing it. More consideration in questionnaire design leads
to more simplicity in the whole evaluation process.
Regarding to quantitative and qualitative methods, which explained in last parts, the
researcher investigated the Factors affecting of adoption ICT in Government sector
from a citizen's perspective using quantitative method.
According to (Hair et al, 2008), in a survey, researchers sample a population and Data
are usually collected using questionnaires, although sometimes researchers directly
interview subjects. Surveys can use qualitative (e.g. ask open-ended questions) or
quantitative (e.g. use forced-choice questions) measures. There are two basic types of
surveys: cross-sectional surveys and longitudinal surveys.
On other hand will investigate impact of ICT on the government organizations and what
are the factors that helped in this accreditation and the challenges faced from users side
using of Case Study (qualitative method). Both of methods data collected for special
period of time that called cross sectional research.
The researcher used previous related articles and best practice, to select research
secondary data. In addition, the researcher selected primary data from survey that shows
research question and hypothesis. After collecting secondary and primary data, the
researcher has compared them to reach results about existence Factors affecting to
Adopt ICT in Government sector.
44
3.7 Pilot Study
The mini version of full-scale study is pilot study, in other word in preparation for the
complete study; a trial one is done which is also named as a "feasibility study". Pilot
study is also used for pretesting research instruments such as the survey and interview
plan (Creswell, 2009).
A pilot study is conducted in order to determine all the question scales used in the study
are valid and reliable (Zikmund et al, 2012).
The researchers can use pilot study when know clearly what the research is about as
well as the research questions and the methods which can be applied in order to answer
those questions. Pilot study is also called “reassessment without tears”, because the
researcher is looking for the methods which best fit and work in the research and if it
was necessary, it can be adjusted or changed (Blaxter, 2010).
3.7.1 Pilot Study's value
Those participating in the pilot study may behave non-verbally which helps the
researcher to receive crucial data about the negative things fulfilled in the research like
the choice of words or the content of a questionnaire. The last could be profitable to a
lower level in research, in fact, this study is not utilizing a quantitative method, and it is
mix of qualitative and quantitative method (Creswell, 2009).
Blaxter, et al. (2010) say, "If researchers think they know well what they are doing, the
worth of pilot method cannot be overestimated. Things never work in incredible way
they imagine, regardless of the possibility that they have done them commonly many
times". It is obvious to the researchers that the pilot study is fundamental to the
researches in order to save time.
45
The researcher conducted a pilot study by sending the questionnaire to 15 chiefs, project
managers and supervisors in iGA for validity evaluation. Reliability tested for the
collected data by Cronbach's alpha test to check the consistency of the questionnaire
elements.
3.8 Sample of the Research and sample size
It consist of many procedures that leads for conclusions based on statistical
measurement on sector of the population, it is a subset from the total targeted population
(Zikmund et al., 2009).
There are two main types of the sampling plans (Figure 3.2: Probability Sampling and
Non-Probability Sampling .in the Probability Sampling type every unit of the
population has a nonzero, known Probability of selection in where every element of the
population has an equal Probability to be chosen, it is the best selection method. There
are five styles present Probability sampling method: sample random sampling, systemic
sampling, stratified sampling, cluster sampling and multistage area sampling (Ibid).
While in Non- Probability sampling method type every unit has unknown Probability to
be chosen from the population, as the research depends on his/her own judgment. Some
examples are: Convenience sampling, judgment sampling, quota sampling and snowball
sampling (Ibid).
46
Figure 3.2: Types of sampling
Source: (Narasimhan, 2015)
3.8.1 Sample Size
This research used the probability a simple random method. selected units of sample
randomly without bias from different Government entities Universities, and
unemployed people because through this research the researcher do not focus on any
specific category but seeking to identifying the factors that affect to adopting of ICT
from Citizens/residents perspectives.
The sample size is compute through the following equation:
Source: (Ochoa, 2015)
= ((1.68)2 × .05(1-.05)) ÷ (.1)2 = 68
n= sample size Z= Confidence level (90%) P = probability
(.05) e = Errors
47
3.9 Validity and Reliability
Validity is the test that indicates how good the instruments and tools measures what
supposedly measure are, in other words how accurate is the measre that intoduse
honestly and truthfully results demonstrating the study concept ( Zikmund et al.,2009).
Drost (2011) defined validity as meaningfulness of any research part. And (Zohrabi,
2013) defined as the matter of research trustworthiness and whether it is believable in
measuring what it is supposed to measure.
Lakshmi and Mohideen (2013) agreed that validity does a clean measuring without
being effected with any external factors. Asking recognized experts in the field to
provide their opinion on validity of questionnaire.
In order to make the research reliable and valid, the researcher's advisor who is
earnestly involved in the development of the research instrument approved the research
instrument. Some of managers in iGA also had of comments to develop some of items
in the questionnaire.
As a result of the latter process some modifications were recommended and after
applying them, final questionnaire was prepared.
- Reliability
Drost (2011) defined it in other words reliability is the extent to which results and
measurements are repeatable when the same study was made by different researcher. In
different conditions and interval.
Reliability is the degree where measurement are free from bias errors which will
indicates result consistency (Lakshmi and Mohideen, 2013).
48
The most known technique to measure the internal consistency for any research is the
coefficient alph, it was more popularized by Cronbach who made it important when
conducting a study. Coefficient of the internal consistency raise as the number of the
sample increase, if Cronbach's Alpha value gave .6and more this means that the
instruments is acceptable and has high reliability.
After collection of the data, in order to assess the consistency of the survey elements,
Cronbach Alpha test was used shown in Table 3.3.
Cronbach's
Alpha
Number of
Items
.821 36
Table 3.3 Reliability Statistics
3.10 Sources of Data
In this part, illustrate how data sources shaped the research study, the goals of the
research, and how data source (or mixture of data sources) enabled the researcher to
achieve those research goals. The data sources are two as the following;
3.10.1 Primary Source
Singh (2013) explained that the primary data sources are the original work for any
research, in another name they call it the raw data of the research that is still not
interpreted or clarified and doesn’t provide any official opinion, these data are
considered or clarified and doesn’t provide any official opinion, these data are considers
authoritative and reliable because no second party interfered in interpreting or filtering
it.
49
A survey will be conducted with the questionnaires which will be filled by citizens and
residents as employees, students and unemployed. These questionnaires are distributed,
68 copies of the questionnaires handed out and administered.
3.10.2 Secondary source
Khuan (2010) believed that secondary data source are gathered by certain individual or
organization and can be used by different individual or organization. The secondary
data source was defined as the primary data source that already has been collected by
previous researchers and gone through statistical programs.
Khuan (2010) explained that the main goal for using secondary data source is to collect
descriptive information that supports decision making.
In order to gather sufficient amounts of information, various secondary data sources
were used for the research, including government statistics, research works, journals,
articles, websites, and information obtained from iGA news and booklets.
3.11 Research Instrument
Researchers use a tool for regularly utilizing a scientific protocol of gained data from
respondents, named survey instrument. In most social and behavioral research, Survey
instrument call a research tool (Bordens, 2010).
In this research, in order to identifying the factors that affect to adopting of ICT in
Government Sector , adopted quantitative questionnaires has been utilized by the
researcher which was administered according to the problem statement and the
objective of the research. On other hand used adopted Representatives of council case
study as a qualitative to see how the adoption of ICT effect in organization and what are
the factors are help for this adoption.
50
3.11.1Questionnaire Design:
In present research, questionnaire use to collect data. Based on this, a standard
questionnaire developed by (Al-Awadhi and Morris, 2008) was use to evaluate
constructs of performance expectancy, effort expectancy, social influence, facilitating
conditions and behavioral intention.
A Questionnaire is usually composed of questions, answered by a number of people
normally called optional clients. The results can be collected as a table of results and/or
a graph or pictogram (Creswell, 2009).
The researcher used a Likert type scale in which the respondents of the questionnaires
are requested to determine how they agree or disagree with the different items of the
survey from one (strongly disagree) to five (strongly agree) to assess factors that affect
to adopting of ICT from Citizens/residents perspectives.
The questionnaire has three parts: first part is the demographic section consisting of 7
items which measure the demographic characteristics of the respondents. Also assesses
how often the respondent uses the internet to gather information about or from the
government.
From the second section to seventh, consist of 33 items which aim to serve research
objectives which identify the aspects that affect to the users in the use of ICT. The
questionnaire is developed by adopting and modifying some previous questionnaires
related to the current research and the researcher also some of new items.
3.11.2 Case Study - Representatives Council (RC)
One of the projects provided and support by iGA is the eMeeting. Several government
entities began using, this is one of the steps the adoption of ICT in the public sector.
51
eMeeting was introduced as a technical solution that replaces the board pack utilized in
traditional meetings with a user-friendly cloud-based application that allows users to
receive meeting updates and agendas along with relevant files on their Smart Devices
(Bahrain.bh, 2016).
Alternatively, the Information & E-Government Authority (iGA) is currently working
towards making it a cloud-based system to support the concept of shared services within
the government. The cloud-base introduces a ‘Session Recoding’ feature in addition to
the below features; taking into consideration data security and protection in transmitting
between various components - in a safe, secure manner. The eMeeting has positively
contributed to the efficiency and effectiveness of government entities’ meetings.
Presently, it is being utilized by a number of government organizations and built on an
outstanding reputation as well as experience through these entities (Ibid).
Representative’s Council (RC) one of the entities It began to adopt this application due
to many of meetings weekly and daily basis with different committees and each
committee contain several members for reducing cost, time wasting and staff
development in the use of technology.
Many of the factors that derived the adoption ICT in RC:
- RC Chairman willing to adopt the ICT very strongly & rapidly and this will
effect to be more nearest from employee and citizens. In addition, it provided
several of support for this decision.
- As a part of job need to be always connect with network, email and the
continues updating in portal& Apps.
- The vision encouraging towards the ICT.
- Fudging: RC lucky with this point because their budget is independently from
the Ministry of finance and this point help them more for adoption. Only
Internal approval from the top management can complete the Procedures.
52
Three types of meetings in RC as shown on below table
- Cost Savings Factors:
The cost savings include the cost incurred from the following factors:
Factor Description
Printing Inks: colors, Black
Paper used Paper count
SMS sent SMS sent to member as reminders or updates of
meetings dates and time
Fuel consumption Driver fuel consumption to deliver printed documents
to members
Archiving Method of archiving papers
Human Resources •Printing and binding staff
•Drivers
•Technical support staff for eMeeting Solution
Type of Meeting
Number of Attendees
Meeting Frequency
(weekly)
Total Number of Meetings for
one covenant period
Representative Council
Sessions
40 Once a week 9 months * 4 weeks= 36
6 different committees 8 (on average) Once a week 270 (on average)
Council Office 13 Once a week 36
53
- Cost Savings One Covenant Period
The figures are for one covenant period from October to May (8 months)
Type As-Is (BHD) To-Be (BHD) Savings
(BHD)
RC Sessions 9,675 23 9,652
Committees 8,288 35 8,254
Council Office 753 5 748
Maintenance &
Support Cost*
0 2,580 (2,580)
Human Resources
Cost
(Includes overtime)
64,384 10,776 53,608
Total 83,100 13,419 69,682
• As-Is: Before adopt the eMeeting.
• To-Be: After adopt the eMeeting
• Values presented are paid annually (12 months)
• Cost calculation covers both RC sessions, Committees and Council Office
54
- Cost Savings Four Covenant Period
The figures are for one legislative chapter (four covenant periods)
Type As-Is (BHD) To-Be (BHD) Savings (BHD)
RC Sessions 38,701 92 38,609
Committees 33,153 138 33,015
Council Office 3011 20 2,991
Maintenance & Support
Cost*
0 10,320 (10,320)
Human Resources cost
(Includes overtime)
257,536 43,104 214,432
Total 332,402 53,674 278,728
• Values presented are paid annually (12 months)
• Cost calculation covers both RC sessions, Committees and Council Office
- Human Resources Cost Savings
The figures are for one legislative chapter (four covenant periods)
Type As-Is (BHD) To-Be (BHD) Savings (BHD)
Staff Salary Cost 61,884 10,776 51,108
Drivers Overtime
Cost
2500 0 2500
Total 64,384 10,776 53,608
• Staff cost calculated based on CSB Regular Public Salary Scale
55
RC Sessions
708,840
89
Committees
710,910
89
Council Office
70,056
9
Total
1,489,806
186
-
- Paper Consumption
The figures are for one covenant period from October to May (8 months)
- Cost Savings Summary
The cost savings include the cost incurred from the following factors:
Factor Before eMeeting After eMeeting
Printing ✓
Position Emp.
Rank
Emp.
Grade
# of
Emp.
As-Is
Time
(%)
As-is
Cost
(BHD)
# of
Emp.
To-Be
Time
(%)
To-be
Cost
(BHD)
Savings
(BHD)
Printing Regular
public
8 8 75.00% 42,912 2 50.00% 7,152 35,760
Driver Regular
public
7 5 60.00% 18,972 18,972
Technical
Support
Staff
Specialized 3 0 0.00% - 1 40.00% 3,624 (3,624)
56
Paper used ✓
SMS sent
✓
Fuel ✓
Archiving ✓ ✓ (electronic)
Employee’s Cost ✓
This study is descriptive in nature as it to find out the how impact of adoption of ICT in
RC (one of government organization) and what are the main factors that have helped in
the adoption.
3.12 Summary
This chapter elaborates research design and methodology selection according to
research objectives, questions and hypothesizes. In addition, it includes the research
instrument, which designed as a self-administrated questionnaire that used to finding
validity and reliability of dataset according to pilot study results. For analyzing primary
data, which mentioned in this chapter, the researcher has applied the descriptive and
empirical analysis tools.
57
CHAPTER FOUR
DATA ANALYSIS AND FINDINGS
4.1 Introduction
In this chapter also discusses the results of a survey targeted towards e-government
service users in kingdom of Bahrain, and it provides a representative account of the
citizen’s perceptions of the E-Government services adoption plan . The collected
primary data will be analyzed from descriptive and empirical perspectives depending on
the research questions and hypotheses. At the beginning, a description of participants'
profile will be given accompanying a description of each items of the questionnaire.
4.2 Statistical Analysis
Data analysis statistical tests included in the research evaluation are descriptive tests and
ANOVA test will be implemented in order to test the hypotheses through using
Statistical Package for Social Science (SPSS) version 18.
4.2.1 Random Sample size
A total of 100 questionnaires were distributed
A total of 88 questionnaires were returned
A total of 68 questionnaires were usable
58
4.2.2 Response Rate
A formula used to calculate the response rate. The formula is as follows:
Total number of returned / Total number of distributed * 100
Therefore, the response rate is 88 / 100 * 100 = 88 %
4.2.3 Usable Response Rate
To find the response rate viable for use, the formula used is:
Total number of usable / Total number of distributed * 100
Therefore, the usable response rate is 68 / 100 * 100 = 68 %
Twenty of the questionnaires were discarded because the respondents gave more than
one answer to a question that expected only one answer and many questions were
unanswered.
4.3 Testing Hypothesis
Different data analysis test were used in order to evaluate the research question. Tests
include a validity test in terms of Cronbach Alpha’s reliability test and descriptive tests
and ANOVA test
4.3.1 Reliability Test
Cronbach Alpha is a coefficient reliability test to measure the internal consistency of the
questionnaire, takes values between 0 and 1, the higher the value the better reliability of
0.6 and higher is considered acceptable.
Cronbach's Alpha N of Items Cronbach's Alpha N of Items
Performance Expectancy .776 8
59
Effort Expectancy .748 7
Social Influence .736 5
Facilitating Conditions .628 5
Behavioural Intention to
adopting eServices/projects
.764
3
Table 4.1: Reliability Statistics
This section reflects the results of a reliability analysis. For the Performance
Expectancy from iGA services and projects Cronbach’s alpha value is .776 which is
regarded as reliable and therefore there is no need for further analysis. For Effort
Expectancy Cronbach’s alpha value is .748 which is regarded as reliable and therefore
there is no need for further analysis.
For Social Influence Cronbach’s alpha value is .736 which is regarded as reliable and
therefore there is no need for further analysis.as for the Facilitating Conditions
Cronbach’s alpha value is .628 which is regarded as reliable and therefore there is no
need for further analysis but It is at least compared to the rest.
Finally, Behavioral Intention to adopting E-Services/projects Cronbach’s alpha value is
.764 which is regarded as reliable and therefore there is no need for further analysis.
4.3.2 Descriptive Statistics
A descriptive analysis will be used in order to evaluate the dependent variables
4.3.2.1 Respondents profile
In the demographic section of the survey (section A), respondents' general information
was collected in 6 important elements which will be presented in the following:
60
Figure 4.1: Gender Distribution of citizens and residents
Respondents related to gender were 47.06 % male and 52.94% female. The Females
participation in this survey has been higher.
Figure 4.2: Age Distribution of citizens and residents
The numbers of respondents in the age group 18-24 years old were 10.3 %. The age
group of 25-29 who participated in this survey was 30.9% which is at the researcher's
age. The highest number of respondents was at the age 30-44 was 48.5%. The age group
of 45-54 was with the number of respondents 8.8%. Only 1.5 % took part in the survey
at the age group of 55 and older.
61
Figure 4.3: Nationality of citizens and residents
The majority of the respondents in this survey were Bahraini with 68.8 % and 13.2 %
for Non- Bahraini.
Figure 4.4: Occupation of citizens and residents
Respondents were 89.7% Employee, 4.4% unemployed and 5.9% for students. As the
picture shows the majority of respondents were included for the employee.
62
Figure 4.5: Education Level of citizens and residents
The majority of the respondents as 60.3 % hold Bachelor degree while the number of
those having Master is 29.4%. Respondents as 5.9% hold secondary or less while the
number of those having PhD is 2.9%.only 1.5 % hold Diploma and it is at least.
Figure 4.6: Often using the internet to gather information
Respondents according to using the internet For the purpose of gathering information
about or from the Government was as follows: 44.1% were using every day, 20.6% of
the respondents were using several times a week. 22.1% has been using several times a
63
month and 13.2% never used the internet for gathering information about or from the
Government.
4.3.2 Descriptive Statistical Analysis of Section B, C, D, E, F, G
The researcher used four independent variables (Performance Expectancy, Effort
Expectancy, Social Influence, Facilitating Conditions) and one dependent variable
(Behavioral Intention) to adopt ICT and participants are required to choose among 5-
points Likert scale (Strongly Agree, Agree, Neutral, Disagree, Strongly Disagree).
Section G is assessed the adoption of ICT through different types of questions Close-
Ended and Open-Ended.
Descriptive analyses used for this section are Mean, Standard deviation, and Std. Error
Mean.
4.3.2.1 Performance Expectancy
N Mean Std. Deviation Std. Error Mean
Q7 68 3.97 .846 .106
Q8 68 3.31 1.040 .126
Q9 68 4.01 .922 .112
Q10 68 3.50 1.029 .125
Q11 68 3.65 .943 .114
Q12 68 3.79 .939 .114
Q13 68 4.16 .784 .095
Q14 68 3.79 .764 .093
Table 4.2: Descriptive Statistics for Effort Expectancy
64
The table above presents the descriptive statistics of Performance Expectancy from iGA
Services/projects. Eight questionnaire items focused on gathering the data to be
collected in terms of performance.
Based on the scale of the questionnaire and the mean shown in the above table, the
respondents mean for question 7 is 3.97, for question 8 is 3.31, for question 9 is 4.01,
for question 10 is 3.50, for question 11 is 3.65, for question 12 is 3.79, while the means
for questions 13 and 14 were 4.16 and 3.79 respectively. In regard to the given scale, all
the respondents agree with all points mentioned as they have above average means.
The standard deviation for question 7 is 0.846, for question 8 is 1.040, for question 9 is
0.922, for question 10 is 1.029, for question 11 is 0.943, for question 12 is 0.939 for
question 13 is .784, and for question14 is .764. Although question 8 has the highest
value and question 14 the lowest, the values of standard deviations obtained reflect the
fact that individuals agree with the items in Performance Expectancy from iGA.
4.3.2.2 Effort Expectancy
N Mean Std. Deviation Std. Error Mean
Q15 68 4.16 .924 .112
Q16 68 3.78 1.144 .139
Q17 68 4.04 .944 .115
Q18 68 4.19 .885 .107
Q19 68 3.82 .845 .103
Q20 68 3.68 .871 .106
Q21 68 3.59 .996 .121
Table 4.3: Descriptive Statistics for Effort Expectancy
65
The table above presents the descriptive statistics influence of respondents Effort
Expectancy. Seven questions focused on gathering the data to be collected in terms of
Effort Expectancy.
Based on the scale of the questionnaire and the mean shown in the above table, the
respondents mean for question 15 is 4.16, for question 16 is 3.78, for question 17 is
4.04, for question 18 is 4.19, for question 19 is 3.82, for question 20 is 3.68 and for
question 21 is 3.59. About the given scale, all the respondents agree with all points
mentioned as they have above average means.
The standard deviation for question 15 is .924, for question 16 is 1.144, for question 17
is .944, for question 18 is .885, for question 19 is .845, for question 20 is .871 and for
question 21 is .996. Question 16 the highest value and question 19 the lowest value.
4.3.2.3 Social Influence
N Mean Std. Deviation Std. Error Mean
Q22 68 3.37 .960 .116
Q23 68 3.19 1.026 .124
Q24 68 3.47 .938 .114
Q25 68 2.93 1.083 .131
Q26 68 3.12 1.086 .131
Table 4.4: Descriptive Statistics for Social Influence
66
The table above presents the descriptive statistics influence of respondents Social
Influence Affects to respondents for using E-Services/projects. Five questions focused
on gathering the data to be collected in terms of Social Influence.
Based on the scale of the questionnaire and the mean shown in the above table, the
respondents mean for question 22 is 3.37, for question 23 is 3.19, for question 24 is
3.47, for question 25 is 2.93 and for question 26 is 3.12. Concerning the given scale, all
the respondents agree with all points mentioned as they have above average means.
The standard deviation for question 22 is .960, for question 23 is 1.026, for question 24
is .938, for question 25 is 1.083, and for question 26 is 1.086. Although questions 23,
questions 25 and questions 26 have the highest values, the values of standard deviations
obtained reflect the fact that individuals agree with the items in terms of the social
influence that affects to use E-Services/projects.
4.3.2.4 Facilitating Conditions
N Mean Std. Deviation Std. Error Mean
Q27 68 4.29 .774 .094
Q28 68 4.03 .753 .091
Q29 68 4.24 .755 .092
Q30 68 3.79 1.030 .125
Q31 68 3.59 1.054 .128
67
Table 4.5: Descriptive Statistics for Facilitating Conditions
The table above presents the descriptive statistics of Facilitating Conditions for the use
of E-Services/projects. Five questionnaire items focused on gathering the data to be
collected in terms Facilitating Conditions.
Based on the scale of the questionnaire and the mean shown in the above table, the
respondents mean for question 27 is 4.29, for question 28 is 4.03, for question 29 is
4.24, for question 30 is 3.79 and for question 31 is 3.59.In regard to the given scale, all
the respondents agree with all points mentioned as they have above average means.
The standard deviation for question 27 is .774, for question 28 is .753, for question 29 is
.755, for question 30 is 1.030, and for question 31 is 1.054. Although question 30 and
question 31 have the highest values, the values of standard deviations obtained reflect
the fact that individuals agree with the items in terms of Facilitating Conditions
4.3.2.5 Behavioral Intention to adoption E-Services/projects
N Mean Std. Deviation Std. Error Mean
Q32 68 4.01 .702 .085
Q33 68 4.06 .879 .106
Q34 68 4.28 .730 .089
Table 4.6: Descriptive Statistics for Behavioural Intention
The table above presents the descriptive statistics of Behavioral Intention for the use of
E-Services/projects. Three questionnaire items focused on gathering the data to be
collected in terms behavioral Intention.
Based on the scale of the questionnaire and the mean shown in the above table, the
respondents mean for question 32 is 4.01, for question 33 is 4.06 and for question 34 is
68
4.28.In regard to the given scale, all the respondents agree with all points mentioned as
they have above average means.
The standard deviation for question 32 is .702, for question 33 is .879 and for question
34 is .730, although question 33 is the highest value, the values of standard deviations
obtained reflect the fact that individuals agree with the items in terms of Behavioral
Intention.
4.3.2.6 Adoption ICT
Figure 4.7: completed any transactions through iGA channels
The results indicated more than half the respondents have completed transaction
through iGA channels with 88.2% and rest never completion 11.8%.
69
Figure 4.8: providing Governmental data through one platform
The majority of respondents agree to provide the governmental data through unified
platform 94.1%
Comparing with 4.4% of respondents disagree and 1.5% not responded, this a good
indicator of the Citizens/residents directed towards the ICT.
Figure 4.9: Type of services
70
The majority to Payment services type 57.4%, Information and Registration service
type have same Percentage 7.4%, Complains 1.5% service type the least percentage
1.5%,Appointments service type 10.3% and 16.2% prefer all types of services.
Figure 4.10: Interaction Channel
iGA services are provided through multi channels allow to users to use, And the most
preferred based on survey is iGA portal 71.6%,Mobile10.4%,Call Center 9%,1.5%
Kiosk and 7.5% of respondents still Preferred the traditional way (Face to Face) for
applying transactions.
Figure 4.11: Obstacles Use E-Services
71
The obstacles that prevent or reduces the usage of E-Services from respondent’s
perspective are lack of knowledge of use 12.12%,Privacy 19.7% ,Truest 31.82% ,
19.7% others such reliability of use services, errors and bugs, availability of accuracy at
information provided and unavailability of services at a single place and 16.67% don’t
face any obstacles.
4.3.3 Empirical Analysis and Hypothesis
The researcher has used ANOVA test for research hypotheses. Since the researcher had
applied random sampling method so the distribution of the sample was normal and then
Regression test is sufficient in order to test the hypothesis.
Performance Expectancy PE
Effort Expectancy EE
Social Influence SI
Facilitating Conditions FC
Behavioral Intention Beh_Int
4.3.3.1 Multi Regression Test
This Multi regression formula that is used to interpret the result the independent and
dependent (y=mx+b). M and b are constant assigned by the liner regression test, y and x
the variables wanted to measure their relation
Model
R
R Square
Adjusted R
Square
Std. Error of
the Estimate
1 .585a .342 .300 .53380
Predictors: (Constant), FC, PE, SI, EE
Dependant Variable: Beh_Int
Table 4: 7 Model Summary
72
R-square coefficient is the proportion of variation in the dependent variable (overall
satisfaction) that is explained by the four independent variables showed (.342) which
indicates that 34.2% of the deviation of the dependent variable (Beh_Int) was illustrated
by the independent variables (FC, PE, SI, EE) by regression test.
Model Sum of
Squares
df Mean
Square
F Sig.
1 Regressi
on
9.330 4 2.332 8.186 .000a
Residual 17.951 63 .285
Total 27.281 67
Predictors: (Constant), FC, PE, SI, EE
Dependent Variable: Beh_Int
Table 4: 8 ANOVA Test
The table shows whether the proportion of variance explained in the first table is
significant. It also tells whether the overall effect of the independent variables (FC, PE,
SI, EE) on overall satisfaction is significant. The sig. (or p-value) is .000 that is below
the .05 level; hence, we conclude that the overall model is statistically significant, or
that the variables have a significant combined effect on the dependent variable
(Beh_Int).Moreover (F=8.186) which is kindly high value.
Model Unstandardized Coefficients T Sig.
B
1 (Constant)
PE
EE
SI
FC
1.349
.217
.068
-.271
.642
2.337
1.553
.425
-2.463
4.104
.023
.125
.672
.005
.000
Dependent Variable: Beh_Int
Table 4: 9 Regression Test
73
So the regression analysis for the model was the following:
Performance Expectancy had value of (Beta=0.217), t-test=1.553, sig (P-Value) ≥0.05)
which explained that there is no significance impact between the Performance
Expectancy and Behavioural Intention of use ICT. This means the efforts of iGA do not
achieve the desired purpose users. So iGA need to seek to increase their performance
through e.g. integrated more with other ministries and the top management derive the
employee more towards using ICT.
Effort Expectancy had value of (Beta=0. 068), t-test= .425, sig (P-Value) ≥0.05) which
explained that there is no significance impact between the Effort Expectancy and
Behavioural Intention of use ICT. This mean the degree of ease associated with the use
of the ICT is not simple and friendly to users use and this the one of the more important
point to use I think if will have a training for the users this will increase the simplicity
of use.
Social Influence had value of (Beta= -.271), t-test= -2.463, sig (P-Value) ≤ 0.05) which
explained that there is significance impact between the Social Influence and
Behavioural Intention of use ICT. This mean the degree to which peers influence use of
a system it is a very important factor in many aspects of the lives of citizens and is
likely to be influential (Venkatesh et al., 2003) as showed the Beta and t-test values are
negative because the results showed the respondents not influencing with by their social
networks and between each other.
Facilitating Conditions had value of (Beta=.642), t-test= 4.104, sig (P-Value) ≤ 0.05)
which explained that there is significance impact between the Facilitating Conditions
and Behavioural Intention of use ICT. This means resources such internet, equipment’s
74
and security etc. Users needed for using the E-Services/projects are available and the
organization support them for any assistance need.
4.3.3.2 Hypothesis
Hypothesis Results
Performance expectancy will have a positive effect on the intention to use ICT. Rejected
Effort expectancy will have a positive effect on behavioural intentions to use
ICT.
Rejected
Social Influence will have a positive effect on behavioural intentions to use
ICT.
Accepted
Facilitating conditions will have a positive effect on ICT usage behavior Accepted
Table 4:10 Hypothesis Test
4.4 Summary
This chapter compromises the results of the data analysis to answer the research
questions and to test the hypotheses. Various descriptive analyses used in this research
are mean, standard deviation and Std. Error Mean. The empirical analysis used was
parametric ANOVA test. The results revealed the Effort expectancy; Facilitating
conditions have a positive influence on behavioral intentions to use iGA services and
projects. Moreover Behavioral Intention to use iGA services has a positive influence on
iGA usage behavior.
75
CHAPTER FIVE
CONCLUSION AND RECOMMENDATIONS
5.1 Introduction
This chapter involves the discussion of findings of the results of all data gathered for the
research. Also presented are recommendations to the research and the limitations that
were faced during the completion of the research.
5.2 Conclusion
The research sheds light upon the factors affecting the adoption ICT to improving
Government from citizen’s perspective. The delivery of information and services by the
government online through the Internet or other digital means in Bahrain is referring to
Information & E-Government Authority.
Perceived Trust was found to be the most significantly related factor affecting adoption
ICT in Bahrain, followed in turn by Privacy and lack of knowledge of use E-Service.
Quality of services and projects relative advantage also had a notable effect on usage e-
service. And it is found that women are more likely to adopt the E-Service rather than
men.
The literature review in the E-Government area revealed an absence of theoretical
models associated with E-Government implementation and adoption. Therefore, there is
a need to develop and propose a conceptual model, firstly to facilitate better
understanding of E-Government implementation in Bahrain context; and secondly to
capture the most salient factors influencing citizen‘s expectations in terms of E-
Government adoption and usage.
76
The results show that behavioral intention to use ICT can be predicted by performance
expectancy, effort expectancy, social influence, and facilitating condition. Effort
expectancy appeared to be an important predictor of behavioral intention to use ICT in
Bahrain.
Upon the analysis of the questionnaire and results measured through responses
gathered, the Performance expectancy not have a positive influence on behavioral
intentions to use E-Services and Projects (H1), In terms of performance expectancy, the
information in the iGA portal has to be accurate, timely, informative, updated and
relevant to citizen’s needs.
Effort Expectancy not have a Positive influence on behavioral intentions to using the E-
Services and Projects (H2), there are many ways in which government agencies can
increase effort expectancy through the government services users should be able to
locate information on the websites with less effort.
In terms of this research, social influence has a positive influence on citizen’s
behavioral intention to use ICT. Thus, government should encourage citizens to
influence their family and relatives who have still not use the iGA services. Moreover,
the advertisement and awareness campaigns on television, newspapers, social media and
government agencies websites, that offer better quality services, are more likely to
convince the citizens to use iGA services
In terms of facilitating condition or technical infrastructure, the Bahraini government
can also help citizens to use E-Services and projects by providing internet infrastructure
and internet bandwidth in Bahrain. It is vital to develop capabilities to provide a secure
77
information and communication technologies infrastructure and make investments to
address cyber security.
5.3 Recommendations
Recommendations of the research,
- In terms of awareness aspects the citizens/residents need more awareness and
training about the role of iGA, Services and projects offered and channels.
- Invent new/creative ways to reach largest number of users to increase the
awareness. It is therefore most important and useful to understand their attitude
and behavior towards emerging technological innovations, like E-Government.
It is a necessary for the developing countries to educate and train young people
about benefits and applications of adoption of technological tools if they really
want to successfully implement E-Government services in the system (Hamner
& Al-Qahtani, 2009).
- Take advantage of the experiences of some of the successful countries in the
adoption ICT what followed efforts to increasing and develop the usage of ICT
in government sector to can Access to more government entities.
- Some of recommendations to motive motivate citizen to use ICT:
1. Force from the top management to drive towards ICT usage.
2. Giving incentive for online Services over the traditional way through
give the user discount rates users paying through E-Services.
3. Increasing Awareness campaigns by distributing marketing
agents(people) in physical government offices and front desks to
convince citizens and residents to use E-Services by showing them how
easy to use them.
4. Focusing on the most important services for the end user.
78
5.4 Implications of the Research
The previous literatures has emphasized users who use E-Government services and
projects then consequently be encouraged to adopt ICT as a regular method of accessing
and interacting with public services.
From a practical perspective however, one has to recognize the fact that although the
findings in this research are encouraging, E-Government has yet to mature in the
Bahrain since its inception in 2007. As the empirical results reflect, some of the reasons
for this can be attributed to the fact that citizens are still not fully aware of E-
Government services, are concerned about security and truest.
The government will need to understand citizen’s needs, their perception on relative
advantage, ease of using the services and lifestyle, and subsequently use this knowledge
to develop citizen centric electronic services.
5.5 Limitations of Research
Firstly, one of the limitations for this research study has been the time factor. While
research had to be complete within a reasonable time, if more time was allocate for the
empirical work, the level of detail obtained would have been greater.
Secondly, the factors selected in this research may not cover all factors that could
influence the behavioral intention to use E-Government services in Bahrain. Therefore,
future studies could further extend the UTAUT model to include other variables, which
might have an influence in the intention to use E-Government services.
Thirdly, this research is limited to government sector and the sample size is small and
was collected by random sampling technique. The data was collected by using a
79
questionnaire that was administered in English language which limits respondent’s
contributions.
5.6 Future Research
Research can usually be further developed and the research presented here is no
exception. However, there are some areas that relate to this research which need to be
investigated and explored further.
For future studies, the author recommends further projects on other factors affecting to
adopt the ICT from citizen perspectives rather than used with this research. More
investigations about the Governing factors to use the ICT such as leadership, budget,
Vision etc. By using qualitative method will help the researcher to get more analysis by
interview the top management in different government organizations.
80
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APPENDIX 1: THE SURVEY
Factors Affecting the Adoption of Information and
Communication Technology (ICT) in Kingdom of Bahrain
Survey
COVER STATEMENT
The objective of this research is to investigate citizen’s adoption of the information and
communication technology (ICT) as an E-Services, projects and channels in Kingdom
of Bahrain. I wish to identify these factors and how influence in Government sector.
I would greatly appreciate your participation in this research. There is no personally
identifiable information on the questionnaires. All answers to this survey will be kept in
strict confidence. Only summary measures and conclusions will be report in the
research. No data or opinions will be associated with specific individuals. All
questionnaires will be destroy once the data have been insert into my system, where it
will be secured and will not be available to anyone outside of the researcher. The data
will be used solely for research purposes.
Instructions
I am interested in your opinions and perceptions of interacting with adoption of Bahrain
Information and eGovernment (iGA) services, channels and projects .Your participation
in this study appreciated. Please respond to the following questions.
Section A: Demographic Information
1 What is your gender? 1. Male 2. Female
2 What is your age? 1. under 18
2. 18-24
3. 25-29
4. 30-44
5. 45-54
6. 55 and older
3 What is your nationality? 1.Bahraini 2.non-Bahraini
4 What is your occupation? 1. Employee 2. Unemployed 3.Student
5 What is your educational background? 1. Secondary Education or less
2. Diploma
3. Bachelor
91
4. Master.
5.Phd
6 How often do you use the Internet to gather
information about or from the government?
1. Everyday
2. Several times a week
3. Several times a month
4. Never
Section B: Performance Expectancy
Circle the Most Suitable Number to Your Opinion From the Following Scale:
1 = Strongly Disagree. 2 = Disagree. 3 = Neutral. 4 = Agree. 5 = Strongly Agree.
7 iGA would enable me to access government information and services when I
need them - 24 hours/day, 7 days/week.
1 2 3 4 5
8 iGA as service provider via the Internet will be useful due to efficient
availability of government information and services in the iGA portal.
1 2 3 4 5
9 Using the iGA services & projects will enable me to accomplish tasks more
quickly.
1 2 3 4 5
10 iGA services & projects integrates well with other government
agencies/ministries.
1 2 3 4 5
11 The type of eServisces that available on iGA channels It considered the neediest
by users.
1 2 3 4 5
12 Using this services & projects increases my productivity 1 2 3 4 5
13 Overall, the eGovernment system is useful to me and other citizens. 1 2 3 4 5
14 Top Management drive on organization to using the ICT (services/projects) 1 2 3 4 5
Section C: Effort Expectancy
1 = Strongly Disagree. 2 = Disagree. 3 = Neutral. 4 = Agree. 5 = Strongly Agree.
15 I know how to use the services that provide in iGA channels. 1 2 3 4 5
16 I would find the iGA services easy to use if I got suitable training. 1 2 3 4 5
17 Learning to use this eService features is easy for me 1 2 3 4 5
18 It is easy for me to become skilful in using the iGA Services. 1 2 3 4 5
29 The method of display the eServices is simple and friendly use. 1 2 3 4 5
20 The directions and steps of using eServices are clear to the users. 1 2 3 4 5
21 The searching about information/services not complex. 1 2 3 4 5
92
Section D: Social Influence
1 = Strongly Disagree 2 = Disagree 3 = Neutral 4 = Agree 5 = Strongly Agree
22 People who influence my behavior think that I should use this eService 1 2 3 4 5
23 I would use this e-service because of the proportion of my colleagues who use
this eService
1 2 3 4 5
24 My family members and relatives think that I should use the iGA services. 1 2 3 4 5
25 People around me who use the iGA services/projects have more prestige. 1 2 3 4 5
26 Overall, I am satisfied with the awareness campaign‘s (TV, radio, newspapers,
banners in government agencies websites) level obtained from iGA.
1 2 3 4 5
Section E: Facilitating Conditions
1 = Strongly Disagree. 2 = Disagree. 3 = Neutral. 4 = Agree. 5 = Strongly Agree.
27 I have the resources necessary to use the online government services. 1 2 3 4 5
28 Given the resources, opportunities and knowledge it takes to use the iGA
services/projects, it would be easy for me to use it.
1 2 3 4 5
29 I have the required knowledge for using this Services/Projects 1 2 3 4 5
30 I am satisfied with the security and privacy measures provided with the iGA
channels.
1 2 3 4 5
31 I know if I face any difficulty with using Services I got the quickly support
from National call center.
1 2 3 4 5
Section F: Behavioral Intention to adopt eGovernment
1 = Strongly Disagree. 2 = Disagree. 3 = Neutral. 4 = Agree. 5 = Strongly Agree.
32 Given the chance, I intend to use different eServices/Projects 1 2 3 4 5
33 I predict using the iGA Services/Projects in the future. 1 2 3 4 5
34 I plan to use iGA services/Projects in the future. 1 2 3 4 5
93
Section G: Adoption ICT
35.Have you ever been completed any transactions / eServices through iGA channels?
36.Do you support providing all public governmental data through one platform?
37.What type of services would you like to see more of on the portal?
1. Payment 2.Information 3.Registration 4.Complaints 5.Appointments
38.What is your favorite interaction channel with Government bodies?
1. iGA Portal 2.Face to face 3.Call Center 4.Mobile 5.Self Service Kiosks
39. What are the obstacles that prevent you to use eService?
1. Lack of knowledge of Use
2. Privacy
3. Trust
4. Other (Please specify)
40. From your point of view what ways do you motivate people to use eServices?
Thank you for your Time ☺
