The moderating role of contextual factors in shaping the adoption of mobile government services from the Chinese perspective

Abstract

Contextual elements are essential in determining the development and acceptance of m-government services (MGS), influencing both the supply side (government readiness and capabilities) and the demand side (citizen preparedness and expectations for adoption). However, there exists a deficiency of studies that investigate the role of contextual elements such as government policy, infrastructure support, and technology education/literacy affect the key components of the Technology Acceptance Model (TAM) regarding the adoption of MGS. To remedy this deficiency, the present study incorporates government policy, infrastructure support, and technology education/literacy as moderating variables within the TAM framework. Utilizing structural equation modeling, data collected through a self-administered online questionnaire was analyzed using Smart PLS 4. The findings reveal that perceived usefulness (PU) and perceived ease of use (PEOU), have a positive impact on citizens’ intention to adopt MGS. Furthermore, PEOU significantly affects the PU of MGS. A significant contribution of this research is the demonstration that contextual factors, including government policy, infrastructure support, and technology education/literacy, positively and significantly moderate the relationship between PU and PEOU on the intention to adopt MGS. The implications of these findings are discussed, particularly emphasizing the importance for policymakers and government officials to recognize the vital role of contextual factors in the design, implementation, and promotion of effective MGS that align with the needs of citizens and facilitate their adoption.