The Electronic Journal of e-Government publishes perspectives on topics relevant to the study, implementation and management of e-Government

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Journal Issue
Volume 8 Issue 1 / Mar 2010  pp1‑82

Editor: Frank Bannister

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Usability of Government Websites in Uganda  pp1‑12

Edgar Napoleon Asiimwe, Nena Lim

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Harnessing e‑Government Adoption in the SADC Region: a Conceptual Underpinning  pp13‑22

Kelvin Joseph Bwalya, Mike Healy

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The Acceptance of the e‑Filing System by Malaysian Taxpayers: A Simplified Model  pp23‑32

Anna Che Azmi, Ng Lee Bee

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Digital Reporting Practices Among Malaysian Local Authorities  pp33‑44

Erlane Ghani, Jamaliah Said

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EU Legitimacy and new Forms of Citizen Engagement  pp45‑54

Andrew Power

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Factors Influencing Citizen Adoption of SMS‑Based e‑Government Services  pp55‑70

Tony Dwi Susantoand Robert Goodwin

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This paper identifies the factors that determine citizens' acceptance of SMS‑based e‑government services. It reports on a web‑based survey, paper‑based questionnaires, and phone‑call interviews that collected 159 responses from 25 countries. The results indicate that there are fifteen perceptions toward using SMS‑based e‑government services that may influence citizens to use or to reject the services: perceived ease of use; perceived efficiency in time and distance; perceived value for money; perceived usefulness; perceived responsiveness; perceived convenience; perceived relevance, quality and reliability of the information; trust in the SMS technology; perceived risk to user privacy; perceived reliability of the mobile network and the SMS‑based system; trust in government and perceived quality of public services; perceived risk to money; perceived availability of device and infrastructure; perceived compatibility; and perceived self‑efficacy in using SMS. Whether or not a citizen adopts an SMS‑based e‑government service is influenced by these perceptions. To increase the acceptance of SMS‑based e‑government services, the systems should address all of these belief factors. An intensive advertising campaign for the services in all mass media channels is critically important to make citizens aware of and to provide detailed knowledge about the services. The advertising campaign should involve people who influence individuals' decision making. These people include friends, family, teachers, experts, public figures, and government officials. This study found that Notification services are the most frequently used followed by Pull SMS, Listen, and Transaction SMS services. Notification services could be an appropriate starting point for governments who want to establish SMS‑based e‑government services. 


Keywords: e-government, SMS, acceptance factors, six Level model of SMS-based e-government, technology adoption, users' behaviour, public services


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Building on Success: The Diffusion of e‑Government in the American States  pp71‑82

Hyun Jung Yun, Cynthia Opheim

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