Individual Acceptance of e-Government Services in a Developing Country: Dimensions of Perceived Usefulness and Perceived Ease of Use and the Importance of Trust and Social Influence

Perceived Usefulness (PU) and Perceived Ease of Use (PEU) are two prominent factors suggested by many researches towards adoption of a technology. In case of online public services (e-government), are they still dominant factors for the adoption? This question is raised since e-government is a computer-based system that exists and used for social, voluntary, and daily life context which involves more adoption factors, such as social norms, facilitating conditions, and trust. This study investigated dimensions of PU and PEU of an e-government service, and measured the influence of PU, PEU, Social Norms, Facilitating Conditions, and Trust toward individual acceptance of a new e-government service in a developing country. By collecting qualitative and quantitative data from 40 users of an online Immigration service in Indonesia, this study validated Trust and Social Influence as the most significant factor toward individual's decision to use a new e-government service. This finding recommends government initially to put attention on building people's trust and utilizing social influence in order to promote a new e-government service.