Exploring Citizens' Perception of Government to Citizen Services: A Model Based on Theory of Planned Behaviour (TBP)

Irfan Emrah Kanat, Sevgi Özkan

Research output: Contribution to journalJournal articleResearchpeer-review


Purpose: The purpose of this paper is to demonstrate the importance of undertaking a systemic view of evaluating the success of government to citizen (G2C) services and identifying the salient factors related with citizens' low adoption of G2C services.
Design/methodology/approach: The paper adopts a quantitative case perspective and derives a conceptual research model that encompasses various dimensions of e‐government that relate to citizen adoption behaviour within the framework of theory of planned behaviour (TPB). The model is empirically tested for validity and reliability.
Findings: Quantitative findings have been presented, which will be valuable for academics and practitioners doing research in identifying factors for e‐government adoption.
Research limitations/implications: Further research efforts should explore new dimensions or test the causal relationships among proposed factors within the boundary of e‐government. In that, the paper is limited contextually where attention should be made not to generalise the findings beyond the empirical findings within the case analysis.
Practical implications: The paper supports a practitioner perspective through a consideration of a holistic approach to e‐government adoption that relate to citizen adoption behaviour. e‐Government system developers may find the findings useful when designing and implementing an e‐government system.
Originality/value: The paper is original and is the first phase of a research study. It provides an innovative approach to e‐government adoption based on TPB.
Original languageEnglish
JournalTransforming Government
Issue number4
Pages (from-to)406-419
Number of pages14
Publication statusPublished - 2009
Externally publishedYes


  • Government
  • Communication technologies
  • Citizen participation
  • Behaviour

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