Users' Adoption of Social Media Platforms for Government Services: The Role of Perceived Privacy, Perceived Security, Trust, and Social Influence

Abstract

The rapid integration of social media platforms in government service delivery marks a transformative trend in the digital era. This study investigates the critical factors influencing user adoption of social media for accessing government services, focusing on perceived privacy, perceived security, trust, and social influence. Drawing upon theoretical frameworks of the Unified Theory of Acceptance and Use of Technology (UTAUT), and the Trust-Privacy-Identity (TPI) framework, the research offers a comprehensive understanding of how users perceive and interact with government services on social media platforms. The study emphasises the importance of users' confidence in privacy and security measures, examining how these perceptions shape their willingness to engage with government services online. A key finding of this research is the significant role of Perceived Security and Privacy (PSP) in influencing users’ trusting intentions. At the same time, Social Influence (SI) predominantly affects their intention to use these platforms. Additionally, Trusting Intention (TI) is found to be a crucial determinant of users’ Intention to Use (IU). Contrary to expectations, the study reveals that Social Influence (SI) does not significantly impact users’ trusting intention, and gender does not appear to play a significant role in determining the intention to use or trust intention. The study has important implications for both research and practice. For policymakers and government agencies, understanding that trust and perceived security are central to user adoption. This knowledge is vital for enhancing the effectiveness of government service delivery via social media, ensuring that these platforms are not only accessible but also trusted by the public.