Assessing E-government Adoption in Russia: Impacts of Service Delivery Attributes

Abstract

Despite its relatively recent emergence, e-government has attracted a lot of attention in the last decade as governments all over the world choose to deliver their services online. However, despite the dynamic and successful development of e-government in Russia, it suffers from low acceptance among citizens, falling under a low usage pattern as acknowledged by the United Nations. Even though e-government adoption and service quality domains have received vast attention from researchers, several concerns arise as majority of the studies disregard its multidimensional nature by confusing quality of medium with content quality. Thus, in assessment of e-government adoption in Russia, we acknowledge the versatility of e-government service quality and primarily investigate the quality of the medium through four IT-mediated service delivery attributes. As all hypothesized relations were found significant through analyzing our integrated research model comprised with wellknown constructs from the Technology Acceptance Model, some important results and implications were yielded which might be helpful for wider e-government acceptance in Russia. In addition, as this research is a Russia-based empirical study, the results were able to provide some useful suggestions for e-government development and its adoption in Russia and CIS countries where studies of this kind are not common.