Different approaches to analyzing e-government adoption during the Covid-19 pandemic

Abstract

This research analyzes the possible underlying determinants of citizens' intent to use electronic services provided by e-government (e-gov). A total of 519 responses and a theoretical model based on Unified Model of Electronic Government Adoption (UMEGA) including the role of e-gov in the context of the COVID-19 pandemic, were used. A partial least squares structural equation model and the fs-QCA technique were used to analyze the data collected. The results showed how two factors studied, Attitude and Facilitating Conditions directly affected the decision to use e-gov services. Attitude means that governments must find effective ways to entice positive attitudes toward using e-services, and Facilitating Conditions implies that the resources and facilities provided to users improve their intention to use. However, the second most robust relationship was associated with the influence of Performance Expectancy on Attitude, suggesting that the trust placed in e-gov by the citizens, based on previous experiences, is a crucial determinant of their attitude toward it and their behavior when using it.