Intention to Use and Variables Influencing Intention to Use Electronic Government Services Among Citizens

  • Mario Klačmer
  • Neven Vrček
Keywords: E-government, intention to use, TAM, trustworthiness model, service adoption


Each organization should be aiming at higher efficiency. Government institutions should not make  an exception.Business  processes of  today’s  government  institutions  are extremely influenced  by  modern  ICT and  user  acceptance  plays  a  pivotal  role  in  success  of  all ICT projects. As  government  tends  to  design  and  launch  online  services  without  actually measuring citizens’ needs, understanding citizens’ (taxpayers’) needs is becoming crucial for government institutions.In this paper, a range of earlier studies have been critically analyzed and comparedto provide anintegrated model that can identify factors which could influence adoption of e-government services. The  goal of this article is to  study citizens’ demand for different  levels  of  electronic  government  service and to find  factors  which  influence  the adoption ofthese same services.This study integrates variables from technology acceptance model  (TAM)  and  trustworthiness  model.Analysis  of  the  results  indicates  that  there  is a significant  positive  relationship  between  Trust  in  Internet,  Perceived  usefulness, Perceived ease of use andtheIntentionto use. Implications for further research are discussed.