E-government Service Adoption by Citizens: A Literature Review and a High-level Model of Influential Factors

Abstract

E-government services refer to services offered by governments using information technology (IT). Many governments around the globe are investing heavily in IT to enhance service delivery to their citizens. However, citizens do not always use these services so that they often forgo their potential benefits because of key interconnected considerations that are perceived to transpire from their use. Over the years several studies examined IT adoption in e-government services contexts, building a rich albeit fragmented body of knowledge in the process. Indeed, the diversity found in these studies and the fast and continuous change that characterizes IT in general, make the identification and the synthesis of the main factors influencing citizens’ adoption of E-government services a relevant and timely endeavor. For this reason, this study builds on the findings of a systematic literature review to provide a high-level framework that conceptually structures the state of knowledge on the topic, and that informs both researchers and practitioners on the main factors influencing e-government services adoption by citizens.