Adoption of e-Government Services in Pakistan: A Comparative Study Between Online and Offline Users

ABSTRACT

An empirical study was conducted to investigate the critical factors influencing the citizens’ intention to adopt e-government services at different levels of service maturity, i.e., information and transaction levels. An integrated conceptual model is proposed and validated. Data were collected using the quota sampling method from two user groups, i.e., online and offline. The empirical evidence, discussion, and recommendations provide guidelines to the Pakistani government to follow in order to increase citizens’ potential to utilize e-government services.

KEYWORDS:

• Adoption
• developing country
• e-government
• e-government services
• intention to adopt

Additional information

Notes on contributors

Mariam Rehman

Mariam Rehman is Assistant Professor in the Department of Computer Science, Lahore College for Women University (LCWU), Lahore, Pakistan. She received her MS and PhD in Information Management from Asian Institute of Technology, Thailand. Her research areas include e-government, e-learning, m-learning, databases, information management, and retrieval.

Muhammad Mustafa Kamal

Muhammad Mustafa Kamal is a Lecturer in Operations and Supply Chain Management at Brunel Business School College of Business, Arts and Social Sciences, Brunel University, UK. He has a PhD in Information Systems Research from Brunel University. His areas of research include operations and supply chain management, supply chain integration, business modeling and simulation in supply chains, information systems integration, management information systems, social media/enterprise social networks, electronic government/transforming government, organizational change management and leadership, distributed computing systems, and cloud computing.

Vatcharaporn Esichaikul

Vatcharaporn Esichaikul is an Associate Professor of Information Management at Asian Institute of Technology, Thailand. She received her PhD in Management Information Systems from Kent State University. Her current research interests include e-commerce, e-business, e-government and e-learning. Her publications have appeared in E-Commerce Research and Application, International Journal of Electronic Business, and Electronic Government.