Individual Acceptance of SMS-Based E-Government Services: A Conceptual Model

Robert Goodwin, Tony Susanto

Research output: Chapter in Book/Report/Conference proceedingChapterpeer-review


Delivering public services through SMS (SMS-based e-government services) is becoming popular in developed and developing countries. SMS-based e-government has also been shown to enhance good governance. However, user acceptance is still an issue, as citizens’ acceptance and use of the services cannot be measured by the popularity of SMS messaging and awareness of the services. This chapter reports on a study investigating the factors that influence an individual to use SMS-based e-government services. To develop a conceptual model of individual acceptance of the services, a survey of citizens’ motivations to use SMS-based e-government services was conducted combined with a cross-disciplinary analysis on user acceptance of SMS and e-government services suggested by four research directions (diffusion research, adoption research, uses and gratifications, and domestication). A decomposition approach is used to formulate the constructs. The research approach and the conceptual model contribute to the literature particularly on technology adoption and e-government research. The proposed model highlights for government and e-government practitioners the potential drivers of the acceptance of SMS-based e-government services, which might help them to proactively design interventions for the services such as altering the system, advertising campaign, or training.

Original languageEnglish
Title of host publicationInformation Technology, Development, and Social Change
PublisherTaylor and Francis
Number of pages20
ISBN (Electronic)9781136326127
ISBN (Print)9780415502689
Publication statusPublished - 1 Jan 2012
Externally publishedYes


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