E-government adoption: the case of user community within public universities in Nairobi
This study concerns identifying the factors that influence the adoption of e-Govemment and the inherent benefits. E-govemment is seen as a way to digitally enable public sector agencies to manage relationships with citizens, businesses and not for profit organisations and therefore its adoption is expected. However, there is little knowledge in its adoption particularly from the consumer's perspective. This study was hence undertaken with two objectives of determining the factors that influence the consumers in the adoption of egovernment services and to evaluate the benefits that consumers derive from the use such services. The survey method was adopted as an appropriate research approach to address the adoption trends. The sample was drawn from students in public universities due to their unique requirements. Three public universities and a constituent college were selected for the study with a sample size of 50 students from each. Data was collected using a questionnaire drawn on a five point Likert type scale through a face to face interview. One hundred and forty responses were received out of 150 questionnaires. The data were analysed using descriptive statistics consisting of frequencies, percentages and weighted means. Information systems success model framework was used to distil issues that influence adoption of e-Government services. The study found out that factors that negatively influence adoption were; unreliability, incompleteness and out of date information. Secondly, non availability of the system and slow speed of access and download were system quality challenges. Thirdly, lack of good design, undependable system and a system that lacked empathy considering the non-machine environments were service quality challenges. Lastly, the expected benefits are a comprehensive portal that links with other related service, these factors were rated poorly. The study confirms that eGovernment services are convenient, saves on travel time and enhances personal safety of users. From the literature, various studies have aptly classified the various consumers of eGovernment services. These are businesses, government departments, employees, citizens and non-governmental organisations. Each group pursue a different objective which the service must address for successful adoption. The adoption process focuses on the mental process through which an individual passes from hearing about an innovation to final adoption. The growth of mobile telephony, broadband services, reducing cost of mobile handsets and cloud computing are catalysing environments for internet access and application deployment respectively. For the portals to meet the demands of the user, designers should deploy technologies that simulate near life situation. The study recommends that public agencies provide the e-Government users with better on-line services regarding the man-machine interaction and operation assistance in enduser computing environments. The current authentication measures are weak and can be strengthened with the adoption of proper credentials. Mobile telephony is taking a centre stage as an access tool for e-government services. This is due to its near ubiquitous nature facilitated by rapidly expanding network coverage. Due to increasing dependency of the mobile telephony, it is imperative for the designers of the portals to incorporate mobile technologies.