Effect of User Factors on E-government Adoption in the Public Sector in Kenya

Abstract

Nations all over the world have tried to implement the adoption of electronic government; however, users have not given full support to the automation of government services through the electronic government platform. The objectives of the study were to determine the effect of privacy on the adoption of e-government and also investigate how ICT infrastructure has an impact on electronic government adoption. The study also aimed at finding out how usability factors as well as the literacy level have an influence on electronic government adoption. The study explored various variables on e-government adoption which includes; privacy, usability factors, cost of ICT infrastructure and literacy level. Each variable was studied and data analyzed. The research design that was used in the study was a survey. Questionnaires that contained a series of pre-set questions of both open ended and closed ended questions were given to the respondents. The population of study was Huduma center in Mombasa. Out of the 61 respondents that were of target, only 41 questionnaires were filled and returned. Cleaning and analyzation of data was done using the Statistical package for social sciences. The study findings of the study denoted that the level of privacy that the users get while accessing e-government is neutral. It was found out that measures need to be put in place so as to protect the users ‘information. Usability factors from the findings showed need for improvement which could be done through increase in users’ awareness about e-government. Cost of ICT infrastructure as deduced from the findings proved to be a hindrance to e-government adoption, which created a need for availing the necessary resources. Level of education from the findings stipulated a need for training facilities to the users. It can be concluded that lack of trust in using electronic government, lack of training, inefficiency of necessary resources and need to increase awareness is required for quick adoption of electronic government. This study recommends increasing awareness, training forums and sensitization of users on how to protect their information when dealing with online systems