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

Abstract

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.

Citation

Emrah Kanat, İ. and Özkan, S. (2009), "Exploring citizens' perception of government to citizen services: A model based on theory of planned behaviour (TBP)", Transforming Government: People, Process and Policy, Vol. 3 No. 4, pp. 406-419. https://doi.org/10.1108/17506160910997900