Barriers towards Adoption of E-Government Services

Khurram Shahzad, Zonaib Tahir, Usman Arshad Cheema and Muhammad Ayub Ahmad

Journal of Business and Social Review in Emerging Economies, 2024, vol. 10, issue 2, 143-154

Abstract: Purpose: Despite growing access to e-government services, people must learn how to use them. Previous studies have engrossed mainly on the motivations for using e-government but the reasons why such services may not be used, have not been researched much. Therefore, this study aims at identifying the impediments to e-government services’ adoption in Pakistan.Design/Methodology/Approach: Semi-structured interviews with the Pakistani citizens were conducted to develop an understanding of how individuals appraise e-government and what inhibits its acceptance.Findings: The research identifies eleven main hurdles to e-government’s adoption, the most significant of which are a lack of need for occasional use of government services, a lack of a personal adviser, and a lack of trust. The findings imply that the quality of service is vital in the decision to utilize e-government. In contrast, technical problems such as data security or a lack of usability have little influence.Implications/Originality/Value: The uniqueness of this study lies in the exploration of how people in Pakistan perceive the barriers they face while utilizing e-government services.

Keywords: E-government; Services Management; Public Administration; Citizen-government interaction (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:src:jbsree:v:10:y:2024:i:2:p:143-154

DOI: 10.26710/jbsee.v10i2.2966

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