Mahmud Akhter Shareef

e-Government Adoption Model (GAM): Differing service maturity levels,

Abstract This research has as its objective the discovery of the critical factors that enable citizens to adopt e-Government (e-Gov) at different stages of service maturity. To accomplish the objective, this research has explained the related concepts and theories and developed a research framework grounded on a strong theoretical and literature review background. The empirical study was conducted in Canada, which is a leader in providing mature e-Gov services. From our results, we have observed two ontological differences from the present literature in the adoption behavior of e-Gov where organizational and financial perspectives have distinct implications over parsimonious technology adoption behavior. First, technology adoption model (TAM), diffusion of innovation theory (DOI), and theory of planned behavior (TPB) cannot capture and specify the complete essence of e-Gov adoption behavior of citizens. Second, e-Gov adoption behavior also differs based on service maturity levels, i.e., when functional characteristics of organizational, technological, economical, and social perspectives of e-Gov differ. Our findings indicate the critical factors that enable citizens to adopt e-Gov at different stages of service maturity. Public administrators and policy-makers have potential implications from the findings of the adoption behavior of e-Gov at different maturity levels.

Statistical measures of customer satisfaction for health care quality assurance: a case study

While applications of TQM tools and techniques in health care service industry are widely advocated, determination of customer satisfaction and factors of dissatisfaction in the hospitals has become enormously important as the main ingredient of TQM. This paper aims at determining the elements of customer satisfaction, by collecting information through survey, using both written questionnaire and interview, and then statistically determining correlation between factors and elements of dissatisfaction. The study is performed at the Muang Petch Thonburi Private Hospital, located in Petchaburi province of Thailand. The aim of the management is to gather information on customer satisfaction levels and factors of dissatisfaction that need to be addressed and subsequently eliminated in the near future.

Examining the influence of intermediaries in facilitating e-government adoption: An empirical investigation,

Abstract The adoption and diffusion of electronic government is often impeded by many social and individual factors relating to citizens. In this respect, intermediaries have emerged as a new model for delivering e-government services to overcome such obstacles. This study aims to examine the role of intermediaries in facilitating e-government adoption and diffusion using a survey based empirical study of 502 participants in Madinah City in Saudi Arabia. An extended UTAUT model is used as the theoretical basis utilizing trust in the Internet and Intermediaries. The results of this study show that there are significant relationships among the factors that influence intention to use e-government, namely, performance expectancy, effort expectancy, and trust of intermediary. In addition, the findings show that there is a significant relationship between facilitating conditions and usage behavior proving that intermediaries can influence adoption of e-government services.

Identifying critical factors for adoption of e-government,

The objective of this current study is to identify the critical factors that contribute to the intention by citizens of developing countries to adopt an EG system. In this research, we explore literature from marketing, sociology, e-commerce, EG, organisational behaviour, information technology, public administration, technology transfer and technology innovation. We also conduct an empirical study among the citizens of Bangladesh, a developing country. This research identifies the plausible critical factors of adoption of EG by citizens of developing countries and develops an EG adoption-citizen intention model for citizens of developing countries.

Examining Adoption Behavior of Mobile Government

M-government (MG), as a subset of E-government (EG), has expedited the dynamic nature of EG and also created certain channels which either are not available or would be problematic for EG. This has resulted in offering more dynamic and versatile methods for citizens to access certain government services. The objective of the current study is to address and posit the factors which can contribute to an understanding of citizen intention to adopt MG services. A model was used to capture citizen behavior in MG service adoption, and the results from this model are contrasted with adoption behavior for EG from a similar study. To that end, we have developed and validated a model entitled “citizen adoption behavior of MG” (CAB-MG).

Developing fundamental capabilities for successful e-government implementation

Several researchers address the failure of e-government (EG) in developing countries. Researchers studying the failure of information and communication technology (ICT) and EG systems reveal that the initiative, strategy, and adoption criteria of ICT in developing countries do not follow the same track as in developed countries. The failure to manage ICT and adopt EG systems arises from two points – the government itself and the citizens. The objective of this study is to identify the determinants and critical factors that contribute to government development of fundamental capabilities to adopt and manage ICT and successfully implement EG systems. This research study, applying qualitative methodology in a developing country, identifies the fundamental capabilities required to implement EG in developing countries, and the critical factors required to develop the capabilities necessary to adopt ICT and implement EG.

Service delivery through mobile-government (mGov): Driving factors and cultural impacts

The mobile-Government (mGov) service system is conducted through an open network, and it is virtual. This service mode and pattern change inevitably necessitates a behavioral change in citizen attitudes and intentions. Nevertheless, this new pattern of service delivery through mGov has hardly been systematically investigated by any researchers. The objective of this current research is twofold. First, we attempt to reveal the sources of beliefs for developing intention toward the mGov (ITM) system. Then, as the second objective, we investigate cultural influence as the reason for a difference in consumer attitudes and intentions toward mGov. In this regard, the empirical study was conducted in Bangladesh and the USA, which have potential differences in the cultural traits listed by Hofstede. From our statistical analysis, we have identified the sources of beliefs for both Bangladeshi and USA consumers. We observed clear differences in sources of beliefs and their influence on attitudes leading to intention, which demonstrates support for our second objective which was designed to verify the cultural impacts on belief-attitude relations. We understand that these different sources of beliefs influence cognitive, affective, and connative attitudes toward mGov in different ways.

Factors affecting citizen adoption of transactional electronic government

Purpose – The purpose of this paper is to identify and model adoption criteria of citizens for electronic-government (eGov) service at the transaction maturity stage. Design/methodology/approach – The empirical study was conducted among the citizens of Ontario, Canada who have experience of using Canadian e-Gov system. Findings – From statistical analysis through LISREL, this study revealed that ability to use and assurance to use are the critical factors for adoption of eGov at the transaction phase (GAM-T). Originality/value – The findings of this research can be considered as original as this paper concludes that eGov functional characteristics are not only different at different levels of service maturity, but adoption factors at different levels of service maturity are also potentially different. From static to interaction to transaction, citizens perceive different factors to be important for creating the behavioral attitude and intention to accept the eGov system and to use it.

E-Government Implementation Perspective: Setting Objective and Strategy

Though many countries are still just beginning to grasp the potential uses and impacts of Electronic-government EG, advances in technologies and their applications continue. Observing the proliferation of EG, countries are increasingly turning to the Internet to market their EG system to gain a competitive advantage. However, the effectiveness and efficiency of such online government systems largely depends on the mission of implementing EG. For successful adoption and implementation of EG, it is essential that a country first identify an explicit objective and a specific strategy. We have examined implementation strategies of EG of seven diverse countries whose objectives and mission for implementing EG differ significantly. However, they have the following strategies in common: i extensive application of information and communication technology ICT in the public sector; ii overall reformation of the public sector; iii development of a better quality service structure; and iv more cohesive integration of citizens with government.

Reformation of public service to meet citizens' needs as customers

Citizens of different countries are now experiencing a newly invented service delivery channel to receive service from government portals. This study addresses whether a service delivery channel, based on mobile phones and provided through a short messaging service can be included in public administration to meet citizen requirements. The study further examines what factors are important to develop citizen perceptions of high value and effectiveness of this new service delivery channel. It also attempts to identify if culture has any effect on developing a positive attitude toward this service delivery channel. This study, through an empirical investigation among citizens in three countries - the USA, India, and Bangladesh, has identified that citizens are quite satisfied with this new service delivery channel use by the public service domain. The success of this delivery channel depends on the issue of segmentation. If public service providers can effectively segment the market based on time, location, and requirements, and can deliver the preferred message to concerned users with relevant and information that is easy to access and process, citizens will regard this service delivery channel as effective and satisfactory, and as competent as its private counterparts. Users are satisfied with mobile SMS to receive service from government portals.The key to success in delivering service to citizens is to appropriately segment the market.There are several factors to consider as key to effective segmentation for target population.The design and strategies for initiating this service delivery channel are culture bound.A generalized design might not be successful for all countries.