Analysis of Citizens Acceptance for e-Government Services in Bandung, Indonesia: The Use of the Unified Theory of Acceptance and Use of Technology (UTAUT) Model

Abstract

At present, the use of ICT is growing very rapidly. This has led to changes in processes, functions, and policies in various sectors, including the public service sector managed by the government. e-Government is a new mechanism between the government and the community and stakeholders, which involves the implementation of information technology, and aims to improve the quality (quality) of public services. Bandung City is one of the cities that is very intensive in developing the use of ICT in implementing e-Government. The focus of the city government of Bandung is the Government to Citizen (G2C) application model. The application that is still lacking in use is the e-punten application. One important factor for the success of e-Government services is the acceptance and willingness of people to use e-Government services. E-punten application services provided by the Bandung city government will not run perfectly if no people are using it. To assess what factors influence the use of e-punten applications in the city of Bandung, the UTAUT model is used. To analyze the factors that influence the acceptance of e-punten applications SEM analysis is used. In this study, the PLS-SEM approach is used to solve multiple regression when specific problems occur in the data, such as the small sample size of the study. The PLS evaluation is carried out by evaluating the measurement model and the structural model that best suits the UTAUT model. Factors that influence the use of e-punten applications are effort expectancy for behavioral intention, facilitating conditions for use behavior, and behavioral intention for use behavior. The factors that have the most influence are performance expectancy and effort expectancy.

Sustainable Applications of Smart-Government Services: A Model to Understand Smart-Government Adoption

“…However, previous research mainly focused on identifying the most critical factors related to the adoption of smart-government services, using theories adapted from technology models, such as TAM, UTAUT, TRA and TPB [4,[77][78][79][80][81][82]. However, previous research has not considered adoption throughout the three stages (static, interaction, and transaction).…”

“…In addition, smart-government services provide more channels through which citizens can participate [3]. Smart-government services have enhanced public sector administration and management, while they have additionally had a profound impact on society in many countries [4]. This trend has improved the provision of governmental services for citizens, businesses, employees and other governmental agents [5][6][7].…”

Attitude on intention to use e-government in Indonesia

“…E-government is the process of delivering public services online to citizens by using ICT tools that involves government, society and business [8]. E-government uses ICT efficiently and effectively in providing services to 1) government-to-government (G2G) shares data and exchanges electronically between government actors in the national, regional and local scope, 2) government to business (G2B) electronic transaction activities that provide business services such as the purchase of goods and services, payment and sales and other business activities using the online method, and 3) government to citizens (G2C) activities of providing public services from the government to citizens using an online system [19,20].…”

Behavioural Intentions for Health by the Z Generation: A Fuzzy Cognitive Maps Analysis

“…Examples include the use of the UTAUT model to study the acceptance of student websites (Van Schaik, 2011), online banking (Khan at al., 2021), adoption of a social learning system (Khechine at al., 2020), understanding the behavioural intentions of patients and clinicians to use telemedical equipment (Kohnke at al., 2014), acceptance for e-Government services (Mutaqin and Sutoyo, 2020). Therefore, this model is quite suitable to assess the behaviour of Generation Z in relation to the use of health information available on the Internet.…”