The Moderating Impact of Technical Support and Internet Self-Efficacy on the Adoption of Electronic Government Services

Isaac Kofi Mensah, Chuanyong Luo and Xolile Carol Thani

International Journal of Public Administration, 2022, vol. 45, issue 14, 1039-1052

Abstract: This research paper investigated the moderating effect of technical support and internet self-efficacy on the adoption of e-government services. The Technology Acceptance Model (TAM) was used as the theoretical basis while the data obtained from 513 respondents was analyzed by applying the Structural Equation Modeling (SEM) technique with the aid of Smart PLS 3.0. The key results have demonstrated that technical support was significant in moderating the impact of perceived usefulness (PU) and perceived ease of use (PEOU) on the intention to use e-government services. Also, internet self-efficacy was found to be a significant moderator of the effect of PU and PEOU on the intention to use. Other findings indicated that while PU was significant in determining the intention to use, PEOU was however not significant in predicting the intention to use. Additionally, it was revealed that PEOU was a significant predictor of the PU of e-government services. The theoretical and managerial implications of these findings on the diffusion of e-government services are deliberated in this paper.

Date: 2022
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DOI: 10.1080/01900692.2021.1961150

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