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The governments across the globe attempting to develop and deploy medium based on emerging information & communication technology (ICT) to offer citizens’ access to government services online available always and anywhere. This is also considered as a more effective way to encourage users’ engagement with government accomplishments (Abu-Faraz et al., 2023; Algharabat and Rana, 2021). Governments effort to utilize ICT for offering users, businesses, employees, and other stakeholders with access to their information and offerings are referred to as electronic government (hereafter, e-gov) (Ayyash et al., 2022; Rana et al., 2017; Wang and Liao, 2008; Zahid et al., 2022). The European Information Society describes e-gov as the integration of ICT within public administrations, coupled with organizational adaptations and skill advancements, aimed at enhancing public services, autonomous procedures, and bolstering support for public policies (EUR-Lex, 2004). Within 10 years from its inception of e-gov, 173 countries are already utilising ICT, particularly the Internet, to offer public services (Epstein, 2022; Sang et al., 2009).
The objective of deploying e-gov is not only to offer easy access to information, offerings, and alternative business methods but also to enhance the quality of interactions and partnership with users and trades (Lean et al., 2009; Siau and Long, 2005). There are several advantages of e-gov initiatives including: (1) reductions in costs for governments hence more efficient public administration; (2) e-gov enables more open, transparent, and accountable government to potential stakeholders largely citizens, cultivating community participation in policymaking and consolidating democracy at each level; and (3) it allows public management more citizen oriented and comprehensive, offering all time individual services to everyone irrespective of their specific needs (EUR-Lex, 2004). Yet, these advantages can be accomplished only if the plans are estimated to be successful from all corners.
Extant literature on technology adoption and implementation suggests that projects (such as e-gov) meet failure if target population (i.e. citizens) don’t use it (Choi and Chandler, 2020; Malodia et al., 2021). Therefore, it is vital to consider views and desire of target audience on technology development and use (Goldfinch, 2007). Similarly, although e-gov development is not possible without an effective utilisation of cutting edge technology, the actual success of e-gov (particularly Government-2-Citizen (G-2-C) type e-gov) likely to be driven by citizens’ attitude and behaviour towards it (Akman et al., 2005). Several research studies have highlighted the slow uptake and underutilization of e-gov services. For instance, Jain (2015) noted that despite the acknowledgment and praise for e-gov, there is a sluggish adoption and significant failure of such services in developing nations. This suggests that the utilization of e-gov is unexpectedly minimal.