Sri Lanka Institute of Information Technology Thesis Defense

Supervised By: Dr. Samantha Thelijjagoda Senior Lecturer Sri Lanka Institute of Information Technology, Sri Lanka

Student: S. Sabraz Nawaz PGM/IS/12/0007 SLIIT, Sri Lanka

Evaluating the Adoption of E-Government in Sri Lanka: A Citizens Perspective

Thesis Defence: S. Sabraz Nawaz

To be Covered
Research Topic Introduction Literature Review Research Method Data Analysis and Findings Conclusions and Recommendations

Thesis Defence: S. Sabraz Nawaz

Introduction

Thesis Defence: S. Sabraz Nawaz

Introduction
Traditional Government system E-Government: access to information, transparency Citizens are proficient with Internet E-Government tries to match the private sector Many governments fail to realize users perceptions and expectations Implemented with cost but low adoption

Result: Unsatisfactory adoption rates and poor ROI

Thesis Defence: S. Sabraz Nawaz

Research Problem Why are the e-Government services in Sri Lanka less adopted by the citizens?

Thesis Defence: S. Sabraz Nawaz

Research Questions
What are the factors influencing citizens adoption of e-Government services in Sri Lanka?
o Is there any relationship between Performance Expectancy and Behavioural Intention to use e-Government services? o Is there any relationship between Effort Expectancy and Behavioural Intention to use e-Government services? o Is there any relationship between Social Influence and Behavioural Intention to use e-Government services? o Is there any relationship between Behavioural Intention and actual Use Behaviour of use e-Government services? o Is there any relationship between Facilitating Conditions and actual Use Behaviour of use e-Government services?

What is the most suitable technology adoption model that depicts the key factors influencing the citizens adoption of e-Government in Sri Lanka?
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Objectives of the Study

Holistic aim: explore and investigate the key factors that influence the citizens adoption of e-Government in Sri Lanka. To make this research aim true, the following objectives will be followed:
o Study the existing nature and progress made so far o Empirically examine and explain the factors influencing citizens adoption of e-Government in Sri Lankan context o Develop and examine a conceptual model o To examine the relationships between PE, EE, SI, FC, BI and UB of eGovernment services in Sri Lanka. o To add to the body of knowledge on e-Government adoption in Sri Lanka

Thesis Defence: S. Sabraz Nawaz

LITERATURE REVIEW

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E-Government in Sri Lanka Launching of Lanka Gate; the implementation step of e-SriLanka, 2002 Benefits for citizens of Sri Lanka One computer out of every ten households Computer Literacy 20.3%

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Computers owned by households by Province

20

18
16 14 Desktop PCs in % 12 10 8 2004 2006/07

6
4 2 0 Western 2004 2006/07 2009 8.4 16.4 19 Central 3.3 6.7 9.7 Southern 2.2 4.9 6.6 Eastern 1.2 3.7 5.8 NorthWestern 3.1 4.8 6.9 NorthCentral 1.4 2.7 6.1 Uva 0.4 2.7 4.6 Sabaragam uwa 2 3.3 7.3

2009

Provinces

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Computer Literacy of households

30

25

Computer Literacy (%)

20

15

10

0 Western 2006/2007 2009 23.2 27.7 Central 14.8 18 Southern 15.6 19.8 Eastern 11.4 12.9 Provinces NorthWestern 12.6 16.5 NorthCentral 8.9 14.1 Uva 9.9 14.7 Sabaragamu wa 12.3 19.1

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UN E-Government Survey

Asian countries expanding e-Government services

o Investments to expand infrastructure

In 2012, out of the top 20 world e-government leaders, three are from Asia; Republic of Korea, Singapore, and Japan Asia as a whole has a higher level of e-government the rest of the world

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E-Government Development in Southern Asia

Source: UN E-Government Survey, 2012 & UN E-Government Survey, 2010

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Current Status
After 30 years old war, country on development track and greater focus on ICT Roughly 3,222,200 Internet
users
Internet Users in Sri Lanka
3500000 3000000 2500000

3,222,200

No. of Users

2000000 1500000 1000000 500000 0 2007

1776200

428000

2010

2012

Year

But only 19,028 registered users for srilanka.lk as of 01-03-2013 24221 as of 17-11-2013

Source: Internet World Stats, ITU, 2013

1,395,660
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500,000
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1,515,720 Now

Dimensions of E-Government

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Technology Adoption Models

MPCU

CTAMTPB

SCT

DOI

MM

TPB TAM
TRA

UTAUT

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UTAUT Model

(Adopted from Venkatesh et al., 2003)

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Unfilled Gap Published researches on the adoption of e-Government (Oman, Qatar, Kuwait Iran, India,
Taiwan, etc.)

Unfilled gap for Sri Lankan context Success of E-Government

o Successful implementation o Citizens willingness to accept and adopt

This research aims to address this vital issue

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RESEARCH METHOD

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Purpose of the Research

o Answer why e-Government services are not well-adopted by the citizens o Expose the reasons for failure or success in technology adoption and to formulate a conceptual model o Study the prevailing nature of e-Government in the country, citizens use behaviour and the factors influencing such behaviour o Delineate critical factors that influence Sri Lankans in adopting and using e-Government services

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Research Model and Hypotheses

Variable Description
system will help them improve their job performance Effort Expectancy Social Influence The degree of ease associated with the use of the system The degree to which peers influence use of the e-Government system, whether positive or negative Facilitating Conditions The degree to which an individual believes that an organizational and technical infrastructure exist to support the e-Government system Performance Expectancy The degrees to which individuals believe that using e-Government

Behavioural Intention
Use Behaviour Gender Age Education Level Internet Experience

An immediate predictor of behaviour (towards an innovation)

The actual use and associated behaviour of the innovation. Hierarchical separation between women and men Different age categories of the adoption of innovation Different demographic education level between citizens Different demographic Internet experience level between citizens
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Research Model

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Hypotheses
H1: There will be a positively significant relationship between Performance Expectancy and Behavioural Intention to use e-Government services, and this relationship will be moderated by Gender, Age, Education Level, and Internet Experience. H2: There will be a positively significant relationship between Effort Expectancy and Behavioural Intention to use e-Government services, and this relationship will be moderated by Gender, Age, Education Level, and Internet Experience.

H3: There will be a positively significant relationship between Social Influence and Behavioural Intention to use e-Government services, and this relationship will be moderated by Gender and Age.
H4: There will be a positively significant relationship between Behavioural Intention and Use Behaviour of e-Government services. H5: There will be a positively significant relationship between Facilitating Conditions and Use Behaviour of e-Government services, and this relationship will be moderated by Age, Education Level, and Internet Experience.
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Thesis Defence: S. Sabraz Nawaz

Operationalization of the variables

Operationalization is defined as the process of deciding what will count as evidence for the concepts or variables contained in a theory A lot of previously validated instruments are available for operationalizing the research constructs All of the measures for the variables have already been validated; which is an important consideration in the development of the study

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Operationalization of the variables

Performance Expectancy Perceived Usefulness Extrinsic Motivation Job fit Relative Advantage Outcome Expectations

Effort Expectancy Perceived Ease of Use Complexity Ease of Use

Social Influence Subjective Norm Social Factors Image

Facilitating Conditions Perceived Behavioural Control Facilitating Conditions Compatibility

Behavioural Intention Theory of Planned Behaviour

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Method
Method: Quantitative Study Setting
o Nature: Explanatory o Type of Investigation: Correlational o Extent of Researcher Interference: Field Study (minimal interference) o Setting: Non-Contrived (natural environment) o Time Horizon: Cross-Sectional o Unit of Analysis: Individuals

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Population and Sample

Sri Lankan Citizens

Population: Internet Users

Sample - 400 Internet Users

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Questionnaire and Data Collection

Questionnaire Development Pilot Study Data Collection Reliability and Validity Data Analysis

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DATA ANALYSIS AND FINDINGS

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Demographics' Dashboard
Gender
Female 55% Male 45% 51-60 41-50 31-40 26-30 20-25 Below 20 40 278 5 11 73

Age

12

Educational Qualification Other

Ph.D 9% Professions 13% G.C.E. A/L and Below4% Undergraduda tes 35%

Internet Experience
More than 09 Years 06-09 Years 03-06 Years 01-03 Years Below 01 Year 36 93 115 84 91

P.G.D or Master 21%

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Graduates 18%

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Demographics' Dashboard
Internet Usage Frequency
Less than once a month Once a month Two or Three times a month Once a week Two or Three times a week Daily 9 20 Good 55 Fair 194 Poor 20 93 186 16

Internet Proficiency
Excellent
Very Good 36 84

125

E-Government Usage
Yes 11% No 89%

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Response by District

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Ampara Anuradhapura Badulla Batticaloa Colombo 20 14 17 95

63

Galle
Gampaha 3 Hambantota Jaffna Kaluthara Kandy Kegalle Kilinochchi Kuranegala 10 District

21 14

Mannar 00 00

Demographics' Dashboard

Mullaitivu

6 14 22 2 22 Matale Matara Monaragala Nuwara Eliya Polannaruwa Puttalam Ratnapura Trincomalee 3 Vavunia

Frequency

10 9 11 8 6 18 9 22

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Reliability
>= 0.90 Excellent Reliability 0.70 0.90 High Reliability 0.50 0.70 High Moderate Reliability < = 0.50 Low Reliability Hinton et al. (2004)
Scale Performance Expectancy Effort Expectancy Social Influence Facilitating Conditions Behavioural Intention N of Items 7 6 2 7 2 Cronbachs Alpha 0.697 0.647 0.776 0.777 0.707 Type High Moderate Reliability High Moderate Reliability High Reliability High Reliability High Reliability

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Factor Analysis
419 responses were taken Factor analysis, a data reduction method Principal Component Analysis (PCA) with the Varimax rotation method Since all constructs already been validated in many contexts individually, factor analysis for each construct individually

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Results of the Factor Analysis

Item Kaiser-Meyer-Olkin Measure (KMO) of sampling adequacy Total Variance Explained No of Components

PE
EE SI FC BI

0.759
0.775 0.651 0.749 0.500

77.136%
68.617% 83.045% 70.171% 79.717%

2
2 1 2 1

Most of the items under each construct earned Communalities above 0.5; which means those items contribute to the variable significantly

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DATA ANALYSIS AND FINDINGS

Regression Analysis

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Relationship between PE and BI

Table 4.25: Correlation between PE and BI
BI BI Pearson Correlation Sig. (2-tailed) **. Correlation is significant at the 0.01 level (2-tailed). 1 PE .863** .000
Strong Correlation

Correlation Coefficient 0.1 0.3 0.3 0.5 0.5 and Above

Meaning Small Correlation Moderate Correlation Strong Correlation

(Cohen, 1988)
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Relationship between PE and BI

Table 4.26: Performance Expectancy and Behavioural Intention: Model Summary

Model 1

R .863a

75% of the variance in BI can be R Square Adjusted R Std. Error of the accounted for by the R Square Square Estimate of PE Change knowledge
.745 .744 .536 .745

Change Statistics Sig. F F Change 713.548 df1 1 df2 244 Change .000

a. Predictors: (Constant), PE Table 4.27: Performance Expectancy and Behavioural Intention: ANOVAa Model 1 Regression Residual Total Sum of Squares 205.294 70.201 275.495 df 1 244 245 Good model; < .001 chance of Type I error Mean Square 205.294 .288 F 713.548 Sig. .000b

a. Dependent Variable: BI, b. Predictors: (Constant), PE Table 4.28: Performance Expectancy and Behavioural Intention: Coefficients Unstandardized Coefficients Model 1 (Constant) PE
Thesis Defence: S. Sabraz Nawaz

Standardized Coefficients Beta

t 1.712

Sig. .088 .000

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B .059 1.295

Std. Error .034 .048

.863

26.712

a. Dependent Variable: BI

BI increases by 1.295 unit when PE increases by 1 unit

Regression Equations (PE and PE with Moderators)

PE and BI:
BI = 0.059 + 1.295 PE

Moderated by Gender
BI = 0.299 + 1.22 PE - 0.154 Gender

Moderated by Age
BI = 0.238 + 1.16 PE - 0.0687 Age

Moderated by Education
BI = - 0.476 + 0.638 PE + 0.128 Education + 0.124 PExEducation

Moderated by Internet Experience

BI = - 0.557 + 0.637 PE + 0.184 IntExperience + 0.111 PExIntExp

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Relationship between EE and BI

Table 4.29: Correlation between EE and BI

BI BI Pearson Correlation Sig. (2-tailed) 1 EE .484** .000

Moderate Correlation

**. Correlation is significant at the 0.01 level (2-tailed).

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Relationship between EE and BI

Table 4.30: Effort Expectancy and Behavioural Intention: Model Summary
Adjusted R

Model

R Square

Square

23% of the variance in BI can be R Square Std. Error of the accounted for by the Estimate knowledge of EEChange
.94850738 .234

Change Statistics

Sig. F F Change df1 df2

Change

.484a

.234

.232

106.514

348

.000

a. Predictors: (Constant), EE Table 4.31: Effort Expectancy and Behavioural Intention: Model ANOVAa df

Good model; < .001 chance of Type I error

Sum of Squares Mean Square F Sig.

Regression
Residual Total

95.827
313.084 408.911

1
348 349

95.827
.900

106.514

.000b

a. Dependent Variable: BI b. Predictors: (Constant), EE Table 4.32: Effort Expectancy and Behavioural Intention: Coefficients

p > 0.05
Standardized Coefficients Beta -.800 .484 10.321 .424 .000
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Unstandardized Coefficients
Model 1 (Constant) EE a. Dependent Variable: BI
Thesis Defence: S. Sabraz Nawaz

Sig.

B -.041 .741

Std. Error .051 .072

BI increases by .741 unit when EE increases by 1 unit

Regression Equations (EE and EE with Moderators)

EE and BI
BI = 0.741 EE

Moderated by Gender
BI = 0.666 + 0.477 EE - 0.451 Gender

Moderated by Age
BI = 0.478 + 0.432 EE - 0.204 Age

Moderated by Education Level

BI = - 1.21 + 0.291 EE + 0.331 Education + 0.0774 EExEducation

Moderated by Internet Experience

BI = - 1.34 + 0.437 EE + 0.466 IntExperience

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Relationship between SI and BI

Table 4.33: Correlation between EE and SI
BI BI Pearson Correlation Sig. (2-tailed) 1 SI .605** .000
Strong Correlation

**. Correlation is significant at the 0.01 level (2-tailed).

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Relationship between SI and BI

Table 4.34: Social Influence and Behavioural Intention: Model Summary

Model 1

R .605a

R Square .366

37% of the variance in BI can be Adjusted R Std. Error of R Square accounted for by the Square knowledge the Estimate of SI Change
.364 .83284403 .366

Change Statistics Sig. F F Change 220.371 df1 1 df2 382 Change .000

a. Predictors: (Constant), SI Table 4.35: Social Influence and Behavioural Intention: ANOVAa Model 1 Regression Residual Total Sum of Squares 152.856 264.966 417.822 df 1 382 383 Good model; < .001 chance of Type I error Mean Square 152.856 .694 F 220.371 Sig. .000b

a. Dependent Variable: BI, b. Predictors: (Constant), SI Table 4.36: Social Influence and Behavioural Intention: Coefficients Standardized Unstandardized Coefficients Model 1 (Constant) SI
Thesis Defence: S. Sabraz Nawaz

p > 0.05

Coefficients Beta

Sig.

B .006 .632

Std. Error .043 .043

.146 .605 14.845

.884 .000
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a. Dependent Variable: BI

BI increases by .632 unit when SI increases by 1 unit

Regression Equations (SI and SI with Moderators)

SI and BI
BI = 0.632 SI

Moderated by Gender
BI = 0.513 + 0.492 SI - 0.322 Gender

Moderated by Age
BI = 0.471 + 0.611 SI - 0.182 Age

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Relationship between BI and UB

Table 4.37: Omnibus Tests of Model Coefficients: BI and UB Chi-square Step 1 Step Block Model 145.006 145.006 145.006 df 1 1 1 Sig. .000 .000 .000

Model is significantly reliable

Table 4.38: Model Summary: BI and UB Step 1 -2 Log likelihood 153.273a Cox & Snell R Square .293 Nagelkerke R Square .574

Model accounted for 57.4% of the variance in UB

a. Estimation terminated at iteration number 8 because parameter estimates changed by less than .001. Table 4.39: Hosmer and Lemeshow Test: BI and UB Step 1 Chi-square .965 df 5 Sig. .965

We have a good model (Sig. has to be greater than .05

Table 4.40: Classification Table: BI and UB Predicted eGovUse Observed Step 1 eGovUse No No 341 Yes 30 Percentage Correct 91.9

Yes
Overall Percentage a. The cut value is .500 Thesis Defence: S. Sabraz Nawaz

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85.4
91.2

91.2% of the categories are predicted by the model so more than 91% of the outcome are correctly predicted
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Relationship between BI and UB

Table 4.41: Variables in the Equation: BI and UB
B Step 1a BI Constant 3.446 -4.757 S.E. .451 .582 Wald 58.324 66.720 df 1 1 Sig. .000 .000 Exp(B) 31.366 .009

a. Variable(s) entered on step 1: BI.

UB will increase by 3.444 unit with one unit increase in BI

The regression equation is:

BI = -4.757 + 3.446 BI

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Relationship between FC and UB

Table 4.42: Omnibus Tests of Model Coefficients: FC and UB Chi-square Step 1 Step Block Model .839 .839 .839 df 1 1 1 Sig. .360 .360 .360

Model is insignificant

Table 4.43: Variables in the Equation: FC and UB

B Step 1a FC Constant -.360 -3.283 S.E. .391 .291 Wald .847 127.451 df 1 1 Sig. .357 .000 Exp(B) .698 .038

FC did not predict UB

a. Variable(s) entered on step 1: FC.

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Response to Hypotheses
No. Research Hypotheses There will be a positively significant relationship between Performance Expectancy Results

H1:

and Behavioural Intention to use e-Government services, and this relationship will
be moderated by Gender, Age, Education Level, and Internet Experience. There will be a positively significant relationship between Effort Expectancy and

Supported

H2:

Behavioural Intention to use e-Government services, and this relationship will be moderated by Gender, Age, Education Level, and Internet Experience. There will be a positively significant relationship between Social Influence and

Supported

H3:

Behavioural Intention to use e-Government services, and this relationship will be moderated by Gender and Age. There will be a positively significant relationship between Behavioural Intention

Supported

H4:

and Use Behaviour of e-Government services.

There will be a positively significant relationship between Facilitating Conditions

Supported

H5:

and Use Behaviour of e-Government services, and this relationship will be moderated by Age, Education Level, and Internet Experience.

Not Supported

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Validating Factors Affecting Citizens Adoption of E-government Adoption in Sri Lanka

Figure 4.9: Validated Model for e-Government Adoption in Sri Lanka

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CONCLUSIONS AND RECOMMENDATIONS

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E-government Adoption Constructs

Construct
Performance Expectancy

Significance

Generalizability
Consistent with UTAUT AlAwadhi and Morris (2008) in Kuwat Al-Shafi and Weerakkody (2010) in Qatar Ahmad et al (2012) in Pakistan Nawaz and Thelijjagoda (2013) in Sri Lanka. Consistent with UTAUT AlAwadhi and Morris (2008) in Kuwat Al-Shafi and Weerakkody (2010) in Qatar Ahmad et al. (2012) in Pakistan Nawaz and Thelijjagoda (2013) in Sri Lanka Consistent with UTAUT AlAwadhi and Morris (2008) in Kuwat Al-Shafi and Weerakkody (2010) in Qatar Ahmad et al. (2012) in Pakistan Nawaz and Thelijjagoda (2013) in Sri Lanka

Yes

Effort Expectancy

Yes

Social Influence

Yes

Facilitating Conditions

No

Not in agreement with UTAUT and AlAwadhi and Morris (2008) in Kuwat But in agreement with Al-Shafi and Weerakkody (2010) in Qatar & Ahmad et al. (2012) in Pakistan

Behavioural Intention

Yes

Consistent with UTAUT AlAwadhi and Morris (2008) in Kuwat Al-Shafi and Weerakkody (2010) in Qatar Ahmad et al. (2012) in Pakistan Nawaz and Thelijjagoda (2013) in Sri Lanka
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Thesis Defence: S. Sabraz Nawaz Gender, Age, Education Level and Internet Experience have moderating effects on the relationship between DVs and IVs

Validated Adoption Model

Validated e-Government Adoption Model

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Aim & Objectives Research Questions Answered

What are the factors influencing citizens adoption of eGovernment in Sri Lanka?
Is there any relationship between PE and BI to use eGovernment services? Is there any relationship between EE and BI to use eGovernment services? Is there any relationship between SI and BI to use e-Government services? Is there any relationship between FC and actual UB of use eGovernment services? Is there any relationship between BI and actual UB of use eGovernment services?

What is the most suitable technology adoption model that depicts the key factors influencing the citizens adoption of e-Government in Sri Lanka?
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Contribution of the study

Contribution to Adoption literature Factors unveiled Refined adoption model; a new frame of reference

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Recommendations
Government should diffuse (promote) this innovation Awareness for millions of government servants and also make some services (such as salary and pension details) available at the Portal User-friendly, transparent & valuable services made available Awareness at O/L and A/Ls Awareness at HE institutions DoEs results to be published via Gov. Portal at least for 5 years Nenasalas extended & upgraded to improve IT skills

Awareness, awareness, and awareness!!!

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Research Limitation
Time Adoption-side only No sampling frame All computer literate citizens could not be included Less email address available, social network sites blocked, etc.

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Areas for Future Research

Culture and Trust can be added to the UTAUT and tested Implementation with adoption can be studied Comparative studies with neighbouring countries

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Type I and Type II Error

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