Explaining the acceptance and use of government Internet services: a multivariate analysis of 2006 survey data in the Netherlands

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Abstract

In this article, an attempt is made to explain the descriptive data of a large-scale representative survey of the use of government Internet services by the Dutch population in 2006 by means of a multidisciplinary model of technology acceptance and use that is applied to these services. Ultimately, the model is tested with structural equation modeling techniques. It appears to fit to the data after some modifications and exclusion of variables. The ultimate model could be used to explain the acceptance and use of government Internet services. The larger correlation model could serve as a framework for research of Internet services in general. The social–demographic and psychological factors usually investigated in new technology acceptance and usage research do not prove to be strong here. Instead, it is demonstrated that the availability of Internet services, the knowledge of this availability, the preference to use digital channels, and the ability and experience to do this are the primary conditions. The most general conclusion drawn is that the acceptance and use of government Internet services is a matter of learning, and that acceptance and use should be analyzed as a dynamic process. People will stick to their habits of using traditional channels unless they happen to learn a better alternative. Governments are recommended to add a demand-side orientation and benchmarking for the supply of government Internet services and to develop service tracking technologies monitoring usage and users.
Original languageEnglish
Pages (from-to)379-399
Number of pages21
JournalGovernment information quarterly
Volume25
Issue number3
DOIs
Publication statusPublished - 2008

Fingerprint

multivariate analysis
Netherlands
acceptance
Internet
psychological factors
benchmarking
habits
new technology
exclusion
supply
monitoring
demand
ability
learning
experience

Keywords

  • E-Government
  • METIS-252259
  • IR-78425
  • Acceptance of information technology
  • Internet use
  • Models of technology acceptance and use
  • Government Internet services
  • Government information in the Netherlands
  • Benchmarking

Cite this

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title = "Explaining the acceptance and use of government Internet services: a multivariate analysis of 2006 survey data in the Netherlands",
abstract = "In this article, an attempt is made to explain the descriptive data of a large-scale representative survey of the use of government Internet services by the Dutch population in 2006 by means of a multidisciplinary model of technology acceptance and use that is applied to these services. Ultimately, the model is tested with structural equation modeling techniques. It appears to fit to the data after some modifications and exclusion of variables. The ultimate model could be used to explain the acceptance and use of government Internet services. The larger correlation model could serve as a framework for research of Internet services in general. The social–demographic and psychological factors usually investigated in new technology acceptance and usage research do not prove to be strong here. Instead, it is demonstrated that the availability of Internet services, the knowledge of this availability, the preference to use digital channels, and the ability and experience to do this are the primary conditions. The most general conclusion drawn is that the acceptance and use of government Internet services is a matter of learning, and that acceptance and use should be analyzed as a dynamic process. People will stick to their habits of using traditional channels unless they happen to learn a better alternative. Governments are recommended to add a demand-side orientation and benchmarking for the supply of government Internet services and to develop service tracking technologies monitoring usage and users.",
keywords = "E-Government, METIS-252259, IR-78425, Acceptance of information technology, Internet use, Models of technology acceptance and use, Government Internet services, Government information in the Netherlands, Benchmarking",
author = "{van Dijk}, {Johannes A.G.M.} and O. Peters and Ebbers, {Wolfgang E.}",
year = "2008",
doi = "10.1016/j.giq.2007.09.006",
language = "English",
volume = "25",
pages = "379--399",
journal = "Government information quarterly",
issn = "0740-624X",
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number = "3",

}

TY - JOUR

T1 - Explaining the acceptance and use of government Internet services: a multivariate analysis of 2006 survey data in the Netherlands

AU - van Dijk, Johannes A.G.M.

AU - Peters, O.

AU - Ebbers, Wolfgang E.

PY - 2008

Y1 - 2008

N2 - In this article, an attempt is made to explain the descriptive data of a large-scale representative survey of the use of government Internet services by the Dutch population in 2006 by means of a multidisciplinary model of technology acceptance and use that is applied to these services. Ultimately, the model is tested with structural equation modeling techniques. It appears to fit to the data after some modifications and exclusion of variables. The ultimate model could be used to explain the acceptance and use of government Internet services. The larger correlation model could serve as a framework for research of Internet services in general. The social–demographic and psychological factors usually investigated in new technology acceptance and usage research do not prove to be strong here. Instead, it is demonstrated that the availability of Internet services, the knowledge of this availability, the preference to use digital channels, and the ability and experience to do this are the primary conditions. The most general conclusion drawn is that the acceptance and use of government Internet services is a matter of learning, and that acceptance and use should be analyzed as a dynamic process. People will stick to their habits of using traditional channels unless they happen to learn a better alternative. Governments are recommended to add a demand-side orientation and benchmarking for the supply of government Internet services and to develop service tracking technologies monitoring usage and users.

AB - In this article, an attempt is made to explain the descriptive data of a large-scale representative survey of the use of government Internet services by the Dutch population in 2006 by means of a multidisciplinary model of technology acceptance and use that is applied to these services. Ultimately, the model is tested with structural equation modeling techniques. It appears to fit to the data after some modifications and exclusion of variables. The ultimate model could be used to explain the acceptance and use of government Internet services. The larger correlation model could serve as a framework for research of Internet services in general. The social–demographic and psychological factors usually investigated in new technology acceptance and usage research do not prove to be strong here. Instead, it is demonstrated that the availability of Internet services, the knowledge of this availability, the preference to use digital channels, and the ability and experience to do this are the primary conditions. The most general conclusion drawn is that the acceptance and use of government Internet services is a matter of learning, and that acceptance and use should be analyzed as a dynamic process. People will stick to their habits of using traditional channels unless they happen to learn a better alternative. Governments are recommended to add a demand-side orientation and benchmarking for the supply of government Internet services and to develop service tracking technologies monitoring usage and users.

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KW - IR-78425

KW - Acceptance of information technology

KW - Internet use

KW - Models of technology acceptance and use

KW - Government Internet services

KW - Government information in the Netherlands

KW - Benchmarking

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JO - Government information quarterly

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SN - 0740-624X

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