Abstract

The rapid development of e-government across the world has opened the discussion on how governments can improve citizens’ adoption of their online public services. As a result, the adoption of e-government has become a fundamental issue that needs to be adequately addressed. This paper presents a conceptual framework for examining the adoption of e-government from the perspective of citizens. Through semi-structured interviews conducted in Indonesia, the conceptual framework was validated using thematic analysis, which indicates that performance expectancy, effort expectancy and social influence are interrelated critical factors for the adoption of e-government. In terms of academic contribution, this research provides a better understanding of the critical factors for the adoption of e-government from the perspective of citizens. With regards to practical implications, this research provides the Indonesian government and public organisations with relevant suggestions on how the adoption of e-government can be improved.

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