Chapter Preview
TopIntroduction
E-government is a mission-critical, visionary issue faced by the public sector as it pushed the delivery of public services to a new quality standard through a new set of delivery means. However, many stakeholders found it hard to fully embrace this new mode of service delivery. Through the provision of electronic services (e-services), stakeholders of government services expect that e-services can improve the efficiency of government agencies (Gore, 1993; Information Technology and Broadcasting Bureau (ITBB), 1998). Indeed, information systems (IS) researchers have investigated the impact of information technology (IT) in pubic sector since the late 1970s, when personal computers were launched (Kraemer, 1977; Danziger et al., 1978). Since the 1990s, the focus of E-government is focused on studying the impact of the Internet on the public sector as both the Internet and personal computers are becoming readily accessible to members of the public. In particular, the research direction has been focused on studying the interaction between government agencies and members of the public, i.e., citizens and business firms (or Government-to-Citizen, G2C, and Government-to-Business, G2B) (Baum, et al., 2007; Devadoss, et al., 2002; Golden, et al., 2003). One area of research is focused on studying how developing countries are embracing into the E-government paradigm for delivering their government services online (Gupta et al., 2008; Nawafleh et al., 2012), the others is studying issues which affect the perceived E-government service quality by citizens (Zaidi et al., 2014). In more recent years, more research has been done to study how G2C E-commerce can be implemented in social media (Ho et al., 2014; Khan et al., 2014).
While most of the studies in E-government focus on G2B and G2C E-commerce, there are not too many studies are focused on the impact of Internet technology on the interaction among users within government departments (or Government-to-Employee, G2E, and Government-to-Government, G2G) (Baležentis & Paražinskaitė, 2012). Hence, the aim of this study is to analyze this impact of Internet technology on the interaction between the Government and its internal users.
Key Terms in this Chapter
Perceived Usefulness (PU): Perceived usefulness (PU) is one of the independent constructs in the Technology Acceptance Model (TAM). It is “the degree to which a person believes that using a particular system would enhance his/her job performance” ( Davis, 1989 AU95: The citation "Davis, 1989" matches multiple references. Please add letters (e.g. "Smith 2000a"), or additional authors to the citation, to uniquely match references and citations. ).
Theory of Planned Behavior (TPB): Theory of Planned Behavior (TPB) reflects the relationship between Behavioral Intention (BI) and Behavior (as dependent constructs) with the Attitude Towards Act or Behavior (AB), Subjective Norm (SN) and Perceived Behavioral Control ( Ajzen, 1991 AU98: The citation "Ajzen, 1991" matches multiple references. Please add letters (e.g. "Smith 2000a"), or additional authors to the citation, to uniquely match references and citations. ).
Technology Adoption Model (TAM): Technology Acceptance Model (TAM) is an information systems (IS) research model, which is developed by Davis (1989) AU97: The citation "Davis (1989)" matches multiple references. Please add letters (e.g. "Smith 2000a"), or additional authors to the citation, to uniquely match references and citations. . The original TAM has three constructs, viz., two independent constructs, Perceived Usefulness (PU), and Perceived Ease of Use (PE), and the dependent construct, User Acceptance (UA). While both independent constructs have positive impacts on the dependent construct, PE also has a positive impact on PU.
Electronic Government (e-Government): Electronic government (e-Government) is referring to the use of information technology to provide government services online, which aims to provide faster and better services for stakeholders. It can be divided into four basic categories, viz. Government to Citizen (G2C), Government-to-Business (G2B), Government-to-Government (G2G), and Government-to-Employee (G2E).
Theory of Reasoned Action (TRA): Theory of Reasoned Action (TRA) reflects the relationship between Behavioral Intention (BI) (as dependent construct) with Attitude towards Act or Behavior (AB) and Subjective Norm (SN). Prior research has shown that that BI = ß 1 AB + ß 2 SN ( Fishbein & Ajzen, 1975 AU99: The citation "Fishbein & Ajzen, 1975" matches multiple references. Please add letters (e.g. "Smith 2000a"), or additional authors to the citation, to uniquely match references and citations. ).
Subjective Norm (SN): Subjective norm (SN) is one of the independent constructs of the Theory of Reasoned Action (TRA). It is “the person’s perception that most people who are important to him think he should or should not perform the behavior in question” ( Fishbein & Ajzen, 1975 AU96: The citation "Fishbein & Ajzen, 1975" matches multiple references. Please add letters (e.g. "Smith 2000a"), or additional authors to the citation, to uniquely match references and citations. ).
Perceived Ease of Use (PE): Perceived ease of use (PE) is one of the independent constructs in the Technology Acceptance Model (TAM). It is “the degree to which a person believes that using a particular system would be free of effort” ( Davis, 1989 AU94: The citation "Davis, 1989" matches multiple references. Please add letters (e.g. "Smith 2000a"), or additional authors to the citation, to uniquely match references and citations. ).