Modeling Citizen Satisfaction with Mandatory Adoption of an E-Government Technology

Journal of the Association for Information Systems, Vol. 11, No. 10, pp. 519-549, 2010

31 Pages Posted: 26 Dec 2011  

Frank K. Y. Chan

ESSEC Business School

James Y.L. Thong

Hong Kong University of Science & Technology

Viswanath Venkatesh

University of Arkansas - Department of Information Systems

Sue A. Brown

University of Arizona - Department of Management Information Systems

Paul J. H. Hu

University of Utah - Department of Operations and Information Systems

Kar Yan Tam

Hong Kong University of Science and Technology

Date Written: December 26, 2011

Abstract

While technology adoption is a major stream of research in information systems, few studies have examined the antecedents and consequences of mandatory adoption of technologies. To address this gap, we develop and test a model of mandatory citizen adoption of an e-government technology. Based on a framework that outlines the key stages associated with the launch of technology products, we identify various external factors as antecedents of four key technology adoption variables from the unified theory of acceptance and use of technology (UTAUT), i.e., performance expectancy, effort expectancy, social influence, and facilitating conditions, which ultimately impact citizen satisfaction. The four stages of technology launch and the salient antecedents in each stage are: market preparation stage - awareness; targeting stage - compatibility and self-efficacy; positioning stage - flexibility and avoidance of personal interaction; and execution stage - trust, convenience, and assistance. We test our model in a two-stage survey of 1,179 Hong Kong citizens, before and after they were issued a mandatory smart card to access e-government services. We find that the various factors tied to the different stages in launching the technology predict key technology adoption variables that, in turn, predict citizen satisfaction with e-government technology. We discuss the theoretical and practical implications for governments implementing technologies whose use by citizens is mandated.

Keywords: technology adoption, mandatory adoption, electronic government, new product launch, citizen satisfaction, smart card, UTAUT

Suggested Citation

Chan, Frank K. Y. and Thong, James Y.L. and Venkatesh, Viswanath and Brown, Sue A. and Hu, Paul J. H. and Tam, Kar Yan, Modeling Citizen Satisfaction with Mandatory Adoption of an E-Government Technology (December 26, 2011). Journal of the Association for Information Systems, Vol. 11, No. 10, pp. 519-549, 2010. Available at SSRN: https://ssrn.com/abstract=1976951

Frank K. Y. Chan

ESSEC Business School ( email )

3 Avenue Bernard Hirsch
CS 50105 CERGY
CERGY, CERGY PONTOISE CEDEX 95021
France

James Y.L. Thong (Contact Author)

Hong Kong University of Science & Technology ( email )

Clear Water Bay
Kowloon
Hong Kong

Viswanath Venkatesh

University of Arkansas - Department of Information Systems ( email )

United States

Sue A. Brown

University of Arizona - Department of Management Information Systems ( email )

AZ
United States

Paul J. H. Hu

University of Utah - Department of Operations and Information Systems ( email )

1645 E Campus Center Drive
University of Utah
Salt Lake City, UT 84112
United States

Kar Yan Tam

Hong Kong University of Science and Technology ( email )

Clear Water Bay, Kowloon
Hong Kong

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