Critical success factors for m‐Government adoption in Tanzania: A conceptual framework

Abstract

The advancement of wireless and mobile technologies has given rise to the mobile government (m-Government). A new channel of public service delivery using a mobile phone. In Tanzania, several m-Government initiatives have been undertaken. Among these, some can be said to have succeeded while others are still struggling. The reasons for these variations are not known. This study aimed to capture the critical success factors (CSFs) for the adoption of m-Government and propose a framework under the Tanzanian context. The study builds upon an extensive literature review methodology based on six electronic databases from 2003 to 2017. The results show that security, usability, access, cost, infrastructure, and personal initiatives and characteristics have the strongest effect on the adoption of m-Government services. Based on the findings of the critical review, a conceptual framework is proposed by extending the mobile services acceptance model (MSAM). A further finding is that most of the m-Government adoption research have not considered the environmental setting. Hence, this study calls for more research on m-Government adoption with consideration to the environmental setting (mandatory or optional environment). The study culminates by providing both practical, theoretical, and policy implications of the findings.Tanzania (NECTA) portal for secondary school examination results. Other m-Government initiatives such as Dodoma Urban Water Supply and Sanitation Authority (DUWASA) water bill payment system and UTUMISHI portal for job vacancy announcements are still struggling. Hitherto, no systematic study has been carried out to critically analyze and provide a scientific explanation of this variation. Such critical analysis and explanation would provide the avenues for designing responsive business processes to guide successful deployment of m-Government in Tanzania.Furthermore, m-Government is still a completely new undertaking in Africa and worldwide in general. Frameworks to guide its deployment and adoption are not common (Munyoka & Manzira, 2014). Unless there is a clear understanding of factors that underpin its deployment, m-Government adoption by citizens will remain underutilized or it may take longer than necessary to fully adopt it (Avgerou, 2002).This study is conceptual in nature, and within this perspective, it attempts to capture the critical success factors (CSFs) for the adoption of m-Government services in Tanzania. Moreover, the study develops a conceptual framework for m-Government adoption in Tanzania.The structure of this paper is as follows: Section 2 presents the evolution and growth of m-Government services in Tanzania. Section 3 describes the method used in this study. Discussion on the CSFs for m-Government adoption is presented in Section 4. Section 5 describes the theoretical foundation and conceptual framework for this study. The results analysis and discussion are presented in Section 6. Finally, Section 7 concludes this paper. | EVOLUTION AND GROWTH OF m-GOVERNMENT SERVICES IN TANZANIAM...

Mobil Devlet Kullanımını Etkileyen Faktörlerin Belirlenmesi: Ankara İli Örneği

“…Mobil Hizmet Kabul Modeli'ne göre de yararlılık, kullanım kolaylığı ve güven mobil hizmeti kullanma niyetini direk etkilemektedir (Gao, Krogstie & Gransaether, 2008). Bir diğer çalışma sonucunda da bu üç faktöre ilaveten erişim, altyapı ve kullanılabilirlik de m-devlet kullanmayı etkileyen faktörler olarak rapor edilmiştir (Ishengoma et al, 2019). Farklı ülkelerde yapılan araştırma sonuçlarının büyük çoğunluğunda da bu üç faktörün etkili olduğu Tablo 1'de görülmektedir.…”

“…Bu sonuç değerlendirildiğinde öğrencilerin m-devlet hizmetine erişimi, erişebilecekleri cihazı ve işlem maliyetini kolaylıkla karşılayabildikleri söylenebilir. Literatürde yer alan araştırma sonuçları değerlendirildiğinde bazı çalışma sonuçlarında hizmet maliyetinin m-devlet kullanımını etkilediği görülürken (Al-Hadidi & Rezgui, 2010;Al-khamayseh et al, 2006;Ishengoma et al, 2019) bazıları da etkilemediğini belirtmektedir. (Abu-Shanab & Haider, 2015;El-Kiki & Lawrence, 2006;Hung et al, 2013;Rana et al, 2019).…”

“…Literatür taraması sonucunda farklı ülkelerde m-devlet kullanımını etkileyen faktörler ve engellerin neler olduğunu araştıran çalışmaların olduğu görülmüştür (Abdelghaffar & Magdy, 2012;Almarashdeh & Alsmadi, 2017;Abu-Shanab & Haider, 2015;Al-khamayseh, Lawrence & Zmijewska, 2006;Hung, Chang & Kuo, 2013;Ishengoma, Mselle & Mongi, 2019;Roubah, Qurban, Al-Qirim & Tarhini, 2018;Shareef, Archer & Dwivedi, 2012;Saxena, 2017;Tan, Ooi, Sim & Phusavat, 2012;Wang, 2014). Türkiye'de ise m-devlet hakkında yapılan çalışmaların çok az sayıda olduğu ve bu çalışmalarında m-devlet hizmetlerini açıklamaya yönelik olduğu görülmektedir (Arslan, 2012;Güler & Dövertaş, 2009;Gürses & Engin, 2016;Öztürkcan, Kasap & Eryaysoy, 2012;Üste & Güzel, 2012;Yıldırım & Panayırcı, 2012).…”

The Road toward Smart Cities: A Study of Citizens’ Acceptance of Mobile Applications for City Services

“…A number of theoretical models have been proposed to understand the determinants of technology acceptance and innovation adoption, including the technology acceptance model [23] and its derivatives, the unified theory of acceptance and use of technology (the UTAUT [24] and UTAUT2 [25]). In particular, extensions and adaptations of the TAM and the UTAUT models have been applied to predict and explain the adoption of e-government, m-government, and city apps in particular (for example, [11,[26][27][28][29][30][31][32][33]). Across these studies (see also [27] for a review), several factors have been consistently examined and found to be predictive of adoption or intention to adopt smart city applications and/or m-government: Perceived usefulness of the technology (termed performance expectancy in more recent models, such as UTAUT [25]), perceived ease of use of the technology (termed effort expectancy in more recent models), costs (reconceptualized as price-value in more recent models), social influence (perceived expectations of others in one's social environment), privacy concerns, and trust in the government and/or provider of the technology.…”

“…For example, potential users might perceive a "cost" associated with installing and using city service apps, which can take up valuable mobile storage space [12]. Additionally, recent investigations of technology and m-government adoption have consistently identified concerns about invasion of privacy and personal safety (e.g., [8,27,54,55]). Such "cost" concerns can influence citizens' evaluation of the apps.…”