Citizens’ Continual Usage Intention of Government 2.0 in Nigeria: From Awareness and Perceived Motivation Perspectives

Abstract

Government 2.0. involves the use of Web 2.0 technologies by governments to create a transformative opportunity related to key public sector issues such as transparency, collaboration, communication and accountability. Despite its impressive potential, it has hardly been realized yet in practice. This study thus investigates the level of awareness and perceived motivation towards the use of Government 2.0. The study adopted a survey design approach and collected data using a questionnaire administered to citizens accessing government services delivered through Federal Inland Revenue Services (FIRS) and the Federal Road Safety Commission (FRSC) offices in Lagos and Ibadan, Nigeria. A total of 311 respondents participated in the study. Two research questions were answered using descriptive analysis. Three research hypotheses were also tested at 0.05 level of significance, using regression analyses. Findings show that respondents are more aware of the Twitter handle of FIRS (x̄=0.8505). The findings also revealed that there is a significant influence of awareness on continual usage intention of Government 2.0 (F =24.757; R=.274; R2=.075; p<.05), and that there is a significant influence of intrinsic motivation, extrinsic motivation on continual usage intention of Government 2.0 (F=86.602, R=.602; R2=.362; p<.05). The study recommends that motivational incentives, accessibility, open data and shared knowledge should be incorporated into government social media account as this will motivate citizens to use the services continually. Keywords: Digital government, Facebook, Motivation, Nigeria, Twitter, Web 2.0