Understanding citizen intention to use m-government services: an empirical study in the UAE

Purpose: The growing popularity of mobile technology has led governments across the world to develop mobile business models and encouraged the transition from the electronic government (e-government) to the mobile government (m-government). However, only a small amount of data is available regarding m-government implementation in developing countries and users’ behavioural intentions (BIs) with respect to the utilization of such services. To address this issue, this study attempts to identify factors that affect m-government acceptance among citizens of the United Arab Emirates (UAE). This study aims to examine the relationships between m-government service characteristics and m-government technology characteristics by analysing their perceived ease-of-use, perceived usefulness, user attitudes towards m-government usage and corresponding BIs with respect to utilization of m-government services. Design/methodology/approach: This study is based on a quantitative survey conducted among 326 users of m-government services in the UAE. The responses were tabulated on a five-point Likert scale. Structural equation modelling was used to evaluate the performance of the proposed model and verify the hypothesized relationships between its constructs. Findings: Overall, the research findings indicate that: users’ intention to use m-government applications has three determinants – attitude towards m-government use, m-government ease of use and m-government usefulness; m-government usefulness and ease of use have a significant influence on user attitudes towards m-government; and perceived ease of use of the service, currency of the services, the accuracy of the provided information, the security concerns associated with the utilization of the m-government services, trust in the m-government services and the risks perceived in using the m-Government service are antecedents of users’ perceptions of the m-government services. Originality/value: This study has improved our understanding of the critical mobile technology factors that are needed to improve user acceptance of m-government services. The study presents important implications for both theory and practice.