E-government provides opportunities to deliver various services more effectively and better serve citizens. In developing countries, e-government initiatives provide services that have been previously inaccessible to their citizens. However, e-government initiatives in developing countries are still in their infancy and face a wide range of barriers that restrict wide-spread use. Like many other developing countries, Pakistan has a low level of e-government services adoption. Previous research has investigated e-government services in developing countries from the organizational perspective. However, the research stream suffers from an absence of studies that have investigated e-government from a citizen’s perspective. The success of e-government services depends on government support as well as on citizen’s adoption. This paper aims to fill this gap by exploring the challenges and barriers of e-government services from the user’s perspective. In this study, an amended version of the UTAUT model is used to investigate the factors influencing the uptake of e-government services in Pakistan. The results show that the factors influencing the adoption of e-government services in Pakistan are related to ease of use, usefulness, social influence, technological issues, lack of awareness, data privacy, and trust. Implications for e-businesses and government policy decision makers are also considered in this study.

1. Ahmad Muhammad Ovais
Jouni Markkula
Markku Oivo
Factors influencing the adoption of e-government
services in Pakistan

2. Department of Information Processing Science
The Structure of The Presentation
• Motivation
• Background
• Theoretical Framework
• Research Methodology
• Results
• Conclusions

3. Motivation
• E-government: The use of ICTs to provide access to government information and
delivery of public services to citizens and business partners.
• Around 98% of governments worldwide have websites.
• 173 out of 190 countries use contemporary ICTs to deliver services (UN, 2010).
• low-level of adoption of e-government services in developing countries.
• Currently a large segment of the published research was conducted in developed
countries, less in developing countries e.g., Pakistan
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4. Continue….
• E-government two research streams
• Supply Side (Organizational perspective)
• Demand Side (User perspective)
• Existing e-government literature ignores the users perspective.
• The success of e-government depends on the citizens willingness to adopt.
• In Pakistan context existing e-government studies focus on supply side.
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5. Background: E-government in various countries
• Most developed countries benefit from e-government services, but there is still much room for
improvement globally (UN, 2010).
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Country E-government ranking
in South Asia
2005 2008 2010
Maldives 77 95 92
Sri Lanka 94 101 111
India 87 113 119
Pakistan 136 131 146
Bhutan 130 134 152
Bangladesh 162 142 134
Nepal 126 150 153
Afghanistan 168 167 168
E-government usage in various countries
Australia 46%
Canada 48%
Finland 49%
Ireland 26%
Poland 27%
Hungary 23%
Singapore 53%
Kuwait 23%
Taiwan 40%
US 52%

6. Unified Theory of
Acceptance and Use
of Technology
(UTAUT)
(Venkatesh et al. 2003)
Theory of
Planned Behavior
(TPB)
(Ajzen 1991)
Technology
Acceptance Model
(TAM)
(Davis 1989)
Social Cognitive
Theory
(SCT)
(Compeau and Higgins 1995)
Combined
TAM and TPB
(C-TAM-TPB)
(Taylor and Todd 1995)
Model of
PC Utilization
(MPCU)
(Tompson et al. 1991)
Innovation
Diffusion Theory
(IDT)
(Moore and Benbasat 1991)
Theory of
Reasoned Action
(TRA)
(Fishbein and Ajzen 1975)
Motivation Model
(MM)
(Davis et al. 1992)
Attitude toward behavior
Subjective norm
Perceived usefulness
Perceived ease of use
Subjective norm
Extrinsic motivation
Intrinsic motivation
Attitude toward behavior
Subjective norm
Perceiver behavioral control
Attitude toward behavior
Subjective norm
Perceiver behavioral control
Perceived usefulness
Job-fit
Complexity
Long-term consequences
Affect towards use
Social factors
Facilitating conditions
Relative advantage
Ease of use
Image
Visibility
Compatibility
Results Demonstrability
Voluntariness of use
Outcome expectations – performance
Outcome expectations – personal
Self-efficacy
Affect
Anxiety
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Theoretical Framework

7. Theoretical Framework
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Amended UTAUT model
Performance
Expectancy
Effort
Expectancy
Social
Influence
Facilitating
Condition
E-government
services adoption

8. Technology
Acceptance Model
(TAM)
(Davis 1989)
Social Cognitive
Theory
(SCT)
(Compeau and Higgins 1995)
Model of
PC Utilization
(MPCU)
(Tompson et al. 1991)
Innovation
Diffusion Theory
(IDT)
(Moore and Benbasat 1991)
Motivation Model
(MM)
(Davis et al. 1992)
The degree to which an
individual believes that
using the system will help
him/her to attain gains in
job performance.
(Perceived usefulness, use
will benefit me?)
i.e. Using the system would
improve my job performance.
Outcome
Expectations
Relative
Advantage
Job-fit
Extrinsic
Motivation
Perceived
Usefulness
Performance
Expectancy
Effort
Expectancy
Social
Influence
Facilitating
Condition
E-government
services
adoption
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9. Technology
Acceptance Model
(TAM)
(Davis 1989)
Model of
PC Utilization
(MPCU)
(Tompson et al. 1991)
Innovation
Diffusion Theory
(IDT)
(Moore and Benbasat 1991)
The degree of ease associated
with the use of the system.
(Perceived ease of use, should
be easy to use?)
i.e. Learning to operate the system
would be easy for me.
Perceived
Ease of Use
Complexity
Ease of Use
Performance
Expectancy
Effort
Expectancy
Social
Influence
Facilitating
Condition
E-government
services
adoption
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10. Theory of
Planned Behavior
(TPB)
(Ajzen 1991)
Technology
Acceptance Model
(TAM)
(Davis 1989)
Combined
TAM and TPB
(C-TAM-TPB)
(Taylor and Todd 1995)
Model of
PC Utilization
(MPCU)
(Tompson et al. 1991)
Innovation
Diffusion Theory
(IDT)
(Moore and Benbasat 1991)
Theory of
Reasoned Action
(TRA)
(Fishbein and Ajzen 1975)
The degree to which an
individual perceives that
important others believe
he or she should use the
new system.
i.e. People who are
important to me think
that I should use the
system.
Subjective
Norm
Subjective
Norm
Subjective
Norm
Subjective
Norm
Social
Factors
Image
Performance
Expectancy
Effort
Expectanc
y
Social
Influence
Facilitating
Condition
E-government
services
adoption
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11. Theory of
Planned Behavior
(TPB)
(Ajzen 1991)
Combined
TAM and TPB
(C-TAM-TPB)
(Taylor and Todd 1995)
Model of
PC Utilization
(MPCU)
(Tompson et al. 1991)
Innovation
Diffusion Theory
(IDT)
(Moore and Benbasat 1991)
The degree to which an
individual believes that an
organizational and technical
infrastructure exists to
support use of the system.(I
will have help if needed?)
i.e. I have the
resources necessary
to use the system.
Perceived
Behavioral
Control
Perceived
Behavioral
Control
Facilitating
Conditions
Compatibility
Performance
Expectancy
Effort
Expectancy
Social
Influence
Facilitating
Condition
E-government
services
adoption
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12. Research Methodology
• Quantitative research approach
– Web survey
• Question were based on four factor’s of UTAUT model
– Performance expectancy
– Effort Expectancy
– Social Influence
– Facilitating condition
• The measurement was based on five-point Likert-type scale
• Pakistani university students were selected as the survey population
• Communication channel
– Personal email and various groups on social media websites for Pakistani students
– Universities mailing list
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13. Characteristics of respondents
Variables Characteristics
f %age
n 115 %
Gender Male
Female
90
25
78%
22%
Age 18-30
31- above
100
15
86.9%
13%
Education Bachelor
Master
PhD
49
58
08
42.6%
50.4%
07%
Preferred
Communication
Channel
Online (e-services)
Direct govt. offices
Telephone & Subsidiaries
84
20
09
73%
17%
10%
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• Almost all of the respondent are experience user of internet and have own
internet connection

14. Results
Performance
Expectancy (n=32)
Mean
Quick Task completion 4.09
Easier contact 3.75
Time Saver 3.88
Effort Expectancy
(n=32)
Mean
Easy to learn 3.84
Easy to use 3.81
Useful 4.00
Cost Effective 3.94
Clear Interaction 3.59
Social Influence (n=32) Mean
More prestige by using e-
government services
3.41
People who are
important suggest me to
use
3.31
Mean= 3.9
Mean= 3.8
Mean= 3.3
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Performance
Expectancy
Effort
Expectancy
Social Influence
Facilitating
Condition
E-government
services
adoption

15. Issues in Facilitating Condition
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16. Conclusions
• First study to inspect the broad factors of e-government uptake from a user’s
perspective in Pakistan
• Previous studies are mainly concerned with the organizational and services
development point of view
• Existing research and this study shows few factors which leads to low level of e-
government services adoption :
– Lack of citizen’s awareness/knowledge
– Poorly updated government websites
– Lack of Proper help and guidelines
– Lack of Infrastructure (i.e. Internet connection problem’s)
– Lack of Trust on existing government and it’s services
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17. References
• Ahmad, M. O., Markkula, J., & Oivo, M. (2012). Factors influencing the adoption of
e-government services in Pakistan. In Proceedings of the 9th European,
Mediterranean & Middle Eastern Conference on Information Systems.
• Ahmad, M. O., Markkula, J., & Oivo, M. (2013). Factors affecting e-government
adoption in Pakistan: a citizen's perspective. Transforming Government: People,
Process and Policy, 7(2), 225-239.
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18. Thank you!
Questions ?
Muhammad.ahmad@oulu.fi
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