Adoption of e-government services in Turkey

Kurfali M., ARİFOĞLU A., TOKDEMİR G., Pacin Y.

COMPUTERS IN HUMAN BEHAVIOR, vol.66, pp.168-178, 2017 (SSCI) identifier identifier

  • Publication Type: Article / Article
  • Volume: 66
  • Publication Date: 2017
  • Doi Number: 10.1016/j.chb.2016.09.041
  • Journal Indexes: Social Sciences Citation Index (SSCI), Scopus
  • Page Numbers: pp.168-178
  • Keywords: E-government adoption, Extended UTAUT model, Trust, UTAUT, Turkey, Developing countries, INFORMATION-TECHNOLOGY, USER ACCEPTANCE, TRUST, RISK, DETERMINANTS, MODEL
  • Middle East Technical University Affiliated: Yes


This research aims to investigate underlying factors that play role in citizens' decision to use e-government services in Turkey. UTAUT model which was enriched by introducing Trust of internet and Trust of government factors is used in the study. The model is evaluated through a survey conducted with Turkish citizens who are from different regions of the country. A total of 529 answers collected through purposive sampling and the responses were evaluated with the SEM (Structural Equation Modeling) technique. According to the results, Performance expectancy, Social influence, Facilitating conditions and Trust of Internet were found to have a positive effect on behavioral intention to use e-government services. Additionally, both Trust factors were found to have a positive influence on Performance expectancy of e-government services, a relation which, to our best knowledge, hasn't been tested before in e-government context. Effect of Effort expectancy and Trust of government were found insignificant on behavioral intention. We believe that the findings of this study will guide professionals and policy makers in improving and popularizing e-government services by revealing the citizen's priorities regarding e-government services in Turkey. (C) 2016 Elsevier Ltd. All rights reserved.