User acceptance of SMS-based eGovernment services

Tony Dwi Susanto*, Robert Goodwin

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

32 Citations (Scopus)


Delivering public services through the SMS channel is becoming popular and has demonstrated its benefits. Some of the initiatives involved big investment. However, citizens' acceptance of the services is still an issue. This paper presents a study on user acceptance of SMS-based e-government services. It assesses the adequacy of four prominent models of technology adoption (TRA, TAM, TPB, and DTPB) to explain intention to use SMS-based egovernment services and proposes a generic model of individual acceptance of SMS-based e-government services. Constructs of the proposed model were derived from a survey on citizens' motivations for using SMS-based egovernment services, theories on individual acceptance of technologies, and user acceptance determinants of SMS and e-government services. Data for validating the models were collected from 589 citizens in three cities in Indonesia. The proposed model may explain why individuals accept or reject SMS-based e-government services and how user acceptance is influenced by the service characteristics.

Original languageEnglish
Title of host publicationElectronic Government - 10th IFIP WG 8.5 International Conference, EGOV 2011, Proceedings
Number of pages13
Publication statusPublished - 2011
Event10th IFIP WG 8.5 International Conference on Electronic Government, EGOV 2011 - Delft, Netherlands
Duration: 28 Aug 20112 Sept 2011

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume6846 LNCS
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349


Conference10th IFIP WG 8.5 International Conference on Electronic Government, EGOV 2011


  • DTPB
  • SMS
  • TAM
  • TPB
  • TRA
  • e-government
  • user acceptance


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