Factors Influencing the Adoption of Thai eGovernment Websites

Factors Influencing the Adoption of Thai eGovernment Websites: Information Quality and System Quality Approach Sivaporn Wangpipatwong, Wichian Chutimaskul, and Borworn Papasratorn School of Information Technology, King Mongkut’s University of Technology Thonburi Bangkok 10140, Thailand E-mail: {sivaporn | wichian | borworn}@sit.kmutt.ac.th

Abstract By using eGovernment websites, both citizen and government can receive benefits. Citizens can receive better and more convenient service whereas governments can reduce operation and management costs. The more citizens use eGovernment websites, the more operation and management costs are reduced. In order to increase the adoption of eGovernment websites, this study mainly investigates factors that influence the adoption of eGovernment websites directly from citizens. The explored factors are developed regarding to information quality and system quality aspects. The analysis shows that all explored characteristics of information quality significantly influence the adoption of eGovernment websites. Accuracy, relevancy, and completeness are more significant than timeliness and precision. Likewise, all explored characteristics of system quality significantly influence the adoption of eGovernment websites. Efficiency is the most significant factor.

time spent traveling and waiting is reduced. In addition, online services are faster than face-to-face services. For the government, the more citizens use eGovernment, the more operation and management costs are reduced. For these reasons, governments around the world are making their services available online via eGovernment websites. However, it has not been demonstrated whether citizens will embrace the use of eGovernment websites and what factors influence their decision to do so. This study, therefore, primarily explores which factors influence the adoption of eGovernment websites by investigating the citizens who have experience with eGovernment websites. The explored factors are based on information and system-quality aspects since the existing works indicate these quality aspects affect the use and user satisfaction [1] [2] [3] [4]. The barriers affecting the adoption of eGovernment websites are also investigated from citizens who have never used eGovernment websites. 2. Theoretical Foundations

1. Introduction eGovernment websites provide better and more convenient services to citizens. Citizens can access government information and services anywhere and anytime. The

This study is constructed based on three theoretical foundations: the Information System Success Model, information quality, and system quality.

Proceedings of the Fourth International Conference on eBusiness, November 19-20, 2005, Bangkok, Thailand

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2.1 Information System Success Model An information system is technically defined as “a set of interrelated components that collect (or retrieve), process, store, and distribute information to support decision making and control in an organization” [5]. In order to ascertain the success of an information system, Delone and McLean [1] proposed the Information System Success Model (IS Model). The model asserted that information quality and system quality are the determinants of system use and user satisfaction that affect individual and organization impact. Thus, this study aims to explore which characteristics of information quality and system quality, explained in the following sections, significantly influence the adoption of eGovernment websites. 2.2 Information Quality Characteristics According to the IS Model [1], the information quality is concerned with the measure of the output of the system. The measure of information quality in this study, therefore, focuses on characteristics of information produced by eGovernment websites. Generally, the characteristics of information quality include accuracy, timeliness, relevance, precision, and completeness [6] [7] [8]. Thus, this study intends to explore which of these characteristics significantly influence the adoption of eGovernment websites. 2.3 System Quality Characteristics According to the IS Model [1], the system quality is concerned with the measure of the actual system which produces the output. The measure of system quality in this study, therefore, focuses on features and performance characteristics of eGovernment websites.

To explore which characteristics of system quality significantly influence the adoption of eGovernment websites, a standard software quality model named ISO/IEC 9126 [9] was used. This standard categorizes quality as functionality, reliability, usability, efficiency, maintainability, and portability. However, this study intends to explore only functionality, reliability, usability, and efficiency, excluding maintainability and portability because the maintainability and portability are not directly involved with end users [4]. 3. Methodology 3.1 Sample Since a previous study indicated that eGovernment websites are particularly popular among those who have at least some college education [10], we administered a survey to 325 Thai members of the faculty at an accredited private university in Bangkok. 280 questionnaires were returned (a response rate of 86.15%) and 10 of them were found to be incomplete. This resulted in 270 valid responses which were used in the analysis (a net response rate of 83.08%). 3.2 Instrument Development There were 5 items and 10 items used to explore significant information quality and system quality factors respectively. Each item is rated on a scale of 1 (least significant) to 5 (most significant). The Conbrach’s alpha and Guttman Split-half techniques for reliability were calculated. Both techniques reveal coefficients that exceed a generally accepted standard for reliability as shown in Table 1. These reliability coefficients infer that the instrument has an internal consistency.

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Table 1. Reliability Analysis

Construct

Table 2. Profiles of Respondents

Coefficient # of Conbranch’s Guttman Items alpha

Split-half

Information Quality

5

0.825

0.769

System Quality

10

0.867

0.811

Category

Amount

Sex Female Male Level of Education Bachelor Degree Master Degree Doctoral Degree Age Lower than 30 30 − 40 41 − 50 Higher than 50

4. Results 4.1 Profiles of Respondents There were 270 valid responses used in this study. As shown in Table 2, 63.7% of respondents were female and 36.3% were male. All of them have at least some college education: bachelor’s degree (40.0%), master’s degree (56.3%), and doctoral degree (3.7%). In addition, most respondents were between 20 to 50 years old.

63.7% 36.3% 40.0% 56.3% 3.7% 29.3% 47.4% 20.4% 3.0%

Table 3. eGovernment Website Experience

Category

Amount No Yes

Sex Female Male Level of Education Bachelor Degree Master Degree Doctoral Degree Age Lower than 30 30 − 40 41 − 50 Higher than 50

4.2 Experience with eGovernment Websites As seen in Table 3, 83.7% of respondents had previous experience with eGovernment websites. Particularly, the experience with eGovernment website is independent from sex, education level, and age. Among respondents who have experience with eGovernment websites, 33.2% used eGovernment websites more than 10 times in the last year, 97.8% used eGovernment websites in the workplace, and the most popular activity at eGovernment websites relates to the online transaction as shown in Table 4. In addition, Table 5 identifies the topics of eGovernment websites that respondents have experienced. The top three mentioned topics were tax (91.6%), education (48.7%), and tourism (45.6%).

Total

15.7% 17.3%

84.3% 82.7%

13.9% 17.8% 20.0%

86.1% 82.2% 80.0%

10.1% 18.0% 21.8% 12.5%

89.9% 82.0% 78.2% 87.5%

16.3%

83.7%


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Table 4. Use of eGovernment Websites Category Amount Frequency of Use (in last year) Less than 4 times 31.4% 4 – 6 times 24.8% 7 – 10 times 10.6% Higher than 10 times 33.2% Place of Use* Home 41.6% Work 97.8% Internet Cafe 3.5% Method of Use* Search Information 66.4% Download Form 42.9% Use Online Transaction 86.3% * Respondents could tick all that apply. Table 5. Topics of Use Category Amount Tax 91.6% Education 48.7% Tourism 45.6% Census Records 27.9% Research 23.0% Health 17.3% Communication 17.3% Recreation 16.8% Housing 13.7% Transportation 13.7% Law and Regulation 10.6% Employment 10.2% Foreign Affairs 9.3% Public Utility 7.5% Government Welfare 7.1% Politics 7.1% Family 6.6% Commerce 6.2% Agricultural 6.2% Industry 3.5%

4.3 Factors Influencing the Adoption of eGovernment Websites In order to explore factors influencing the adoption of eGovernment websites, we asked respondents who had previous experience with eGovernment websites to rate how relevant or significant given items of information quality and system quality were to the adoption of eGovernment websites on a scale of 1 (least significant) to 5 (most significant). The most frequent rank for each item and the average of all items of information quality are illustrated in Table 6 and in Table 7 for system quality. From the information in Table 6, we can conclude that all explored characteristics of information quality significantly influence (having the most frequent rank at significant level 3 or above) the adoption of eGovernment websites. Accuracy, relevancy, and completeness were more significant than the others. From the information in Table 7, we can conclude that all explored characteristics of system quality significantly influence the adoption of eGovernment websites. Efficiency was the most significant factor.

* Respondents could tick all that apply.


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Table 6. Significance of Information Quality for the Adoption of eGovernment Websites

Characteristic Accuracy Timeliness Relevancy Precision Completeness

Most Frequent Amount Rank

Item Information on eGovernment website is free from errors Information on eGovernment website is up-todate Information on eGovernment website is relevant to the site Information on eGovernment website is easy to read and understand Information on eGovernment website is sufficient for the task at hand

4

31.8%

3

31.9%

4

38.1%

3

36.7%

4

46.5%

Average of all items = 3.66

Table 7. Significance of System Quality for the Adoption of eGovernment Websites

Characteristic

Item eGovernment website always works correctly

Functionality

Reliability

Usability

Efficiency

Most Frequent Amount Rank 3

36.7%

4

37.6%

3

32.3%

3

36.3%

eGovernment website is available at all times

4

37.2%

eGovernment website is secured

3

29.6%

eGovernment website is easy to use

4

35.8%

eGovernment website is attractive

3

42.9%

eGovernment website can save citizen’s time

5

51.3%

eGovernment website can save citizen’s expense

5

46.5%

eGovernment website provides necessary information and forms to be downloaded eGovernment website provides necessary transactions to be completed on-line eGovernment website provides helpful instructions

Average of all items = 3.67


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4.4 Barriers to the Adoption eGovernment Websites

of

To discover why citizens do not use eGovernment websites, we asked 44 respondents who have never experienced eGovernment websites to rate how relevant or significant given barriers were to their decision not to adopt eGovernment websites on a scale of 1 (least significant) to 5 (most significant). The most frequent rank for each barrier is illustrated in Table 8.

From the information in Table 8, the significant barriers were: no information about which eGovernment website should be used and which service is available, no desired information or forms, insufficient instructions, no confidence in the system, and slowness of the system. No confidence in a timeliness of information and hardness of reading and understanding of information on eGovernment website appear as barriers only for a part of respondents. The attraction of eGovernment website and the confidence in security of system were not barriers in this study.

Table 8. Significance of Barriers for the Adoption of eGovernment Websites Most Frequent Amount Rank

Barriers No information about which eGovernment website should be used

4

31.8%

No information about which service is available online

3

36.4%

eGovernment website has no desired information or forms

3

31.8%

eGovernment website has insufficient instructions

3

40.9%

Not confident that eGovernment website works correctly

3

29.5%

eGovernment website works slowly

3

29.5%

Not confident that information on eGovernment website is updated regularly

2 , 3*

25.0%

Information on eGovernment website is hard to read or understand

1 , 3*

27.3%

Information on eGovernment website is irrelevant to the site

2

34.1%

eGovernment website is hard to use

2

34.1%

2

36.4%

2

27.3%

No computer with Internet connection

1

61.4%

eGovernment website is not attractive

1

34.1%

Not confident that information transmission on eGovernment website is secure

1

27.3%

Information on eGovernment website is insufficient for the task at hand Not confident that information on eGovernment website is free from errors

* Multiple modes exist


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5. Conclusions and Suggestions

References

The main purpose of this study is to explore which factors influence the adoption of eGovernment websites regarding information quality and system quality aspects. Besides, the barriers affecting the adoption of eGovernment websites are also concerned. The study shows that 83.7% of the respondents have experienced Government websites. Most respondents used eGovernment websites in their workplace and the most frequently used topic was taxation. The study confirms that information quality and system quality are significant factors that influence the adoption of eGovernment websites. Accuracy, relevancy, and completeness were more significant than timeliness and precision. Efficiency was the most significant factor. In addition, the significant barriers affecting the use of eGovernment websites were no information about which eGovernment website should be used and which service is available, no desired information or forms, insufficient instructions, no confidence in the system, and slowness of the system. By contrast, the attraction of eGovernment websites and the confidence in security of system were not barriers in this study. Since this study focuses only on information quality and system quality aspects, other aspects should be further investigated. Likewise, further work should be carry out if there are differences among citizens regarding sex, age, education, computer literacy, occupation, and income that affect the adoption of eGovernment websites.

[1]

[2]

[3]

[4]

[5]

[6]

[7]

[8]

[9]

[10]

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