Exploring citizens' perception of government to citizen services A model based on theory of planned behaviour (TBP)

Purpose - The purpose of this paper is to demonstrate the importance of undertaking a systemic view of evaluating the success of government to citizen (G2C) services and identifying the salient factors related with citizens' low adoption of G2C services. Design/methodology/approach - The paper adopts a quantitative case perspective and derives a conceptual research model that encompasses various dimensions of e-government that relate to citizen adoption behaviour within the framework of theory of planned behaviour (TPB). The model is empirically tested for validity and reliability. Findings - Quantitative findings have been presented, which will be valuable for academics and practitioners doing research in identifying factors for e-government adoption. Research limitations/implications - Further research efforts should explore new dimensions or test the causal relationships among proposed factors within the boundary of e-government. In that, the paper is limited contextually where attention should be made not to generalise the findings beyond the empirical findings within the case analysis. Practical implications - The paper supports a practitioner perspective through a consideration of a holistic approach to e-government adoption that relate to citizen adoption behaviour. e-Government system developers may find the findings useful when designing and implementing an e-government system. Originality/value - The paper is original and is the first phase of a research study. It provides an innovative approach to e-government adoption based on TPB.