A Conceptual Model of Behavioral Factors Affecting the Adoption of E-government Services in Macao SAR

Information and communication technologies (ICTs) are highly associated with the study of e-government, and many scholars believe that within the coming decades, government operation and policy decision-making cannot persist without the use of ICTs (Van Dijk, 2018). This thesis aims to generate a conceptual framework of the behavioral factors that could contribute to the acceleration of the implementation of e-government services in Macao SAR. Rather than regarding e-government services as a goal to be realized in traditional practice through evaluating the outcome, a process-oriented study was conducted. The e-government services are regarded as advanced tools in the 21st century to transform Macao into a smart city. The design of the process-oriented approach and the comparative study of four groups of Macao citizens' behavioral intentions are solidly supported by the research gaps identified in the literature review of e-government studies in an international perspective and the actual context of local Macao studies. Under the framework of the Theory of Planned Behavior (Ajzen, 1985, 1991), the behavioral factors of the general public and civil servants are investigated through a qualitative approach, and the findings are triangulated from various aspects. Firstly, a systematic literature review of TPB was conducted thoroughly to better understand the current study of e-government around the world. Secondly, a content and thematic analysis of the official documents and articles from local press media and research institutes related to the topic of e-government services was carried out to demonstrate a more comprehensive picture of the current problems of implementing iv and adopting e-services in Macao SAR. Observations in some government premises that provided e-services and 40 in-depth interviews were conducted to generate detailed and first-hand data. Key issues were extracted from the interviewees’ narratives and daily actual usages. Different conceptual models for different age groups and civil servant group were formed. Special attention was paid to analyzing the "hard-to-reach" groups' behavioral intentions. Research limitations identified from the previous literature were overcome partially in this study too. After comparing the similarities and differences, a new conceptual model of significant behavioral factors that affect the behavioral intentions in adopting e-government services was built. Results and findings from the analysis could be used to develop effective interventions by the government policymakers in responding to the behavioral change of the general public in the aspect of e-government services acceptance and adoption