Understanding citizen adoption of smart governance: integrating technology acceptance and readiness theories

Abstract

Purpose This study aims to identify the key factors influencing citizens’ intention to use smart governance services using the amalgamation of the technology acceptance model (TAM) with the theory of technology readiness (TR). Design/methodology/approach The convenience sampling method was used to collect data from 260 respondents residing in Indore, Bhubaneswar, Bhopal and Nashik smart cities of India using a questionnaire survey method. The data collected for this study were analyzed using partial least squares structural equation modeling (PLS-SEM) using SmartPLS 4.0.8.9. Findings The study’s findings revealed that citizens' discomfort with smart governance services negatively impacts their perceived ease of use and perceived usefulness. Insecurity also reduces perceived ease of use and usefulness. On the other hand, innovativeness associated with these services positively affects perceived ease of use and usefulness. Optimism does not significantly influence these perceptions. It was also revealed that perceived ease of use associated with smart governance services positively impacts perceived usefulness. Finally, perceived ease of use and usefulness significantly affect citizens’ intentions to use these services. Originality/value This study uniquely integrates the TAM with the TR to examine the adoption of smart governance in smart cities in India. The findings offer valuable insights for policymakers, highlighting the roles of discomfort, insecurity, innovativeness and optimism in influencing citizens’ perceptions and usage intentions.