Measuring user acceptance of e-government adoption in an Indonesian context

The City Office for Population Administration and Civil Registration (COPACR) in Surabaya, Indonesia, introduced KLAMPID (Kelahiran-Kematian-Pindah-Datang (in Bahasa), or Birth-Death-Immigratio- Emigration), an e-government system for residents to access administration services. To evaluate user acceptance and ensure sustainability, an extended technology acceptance model (TAM) was employed in this study. The research aims to provide a framework applicable to developing countries with municipal agencies adopting e-government systems. With Surabaya's unique challenges, the methodology involves a literature review, TAM application with additional variables, and questionnaires distributed to 363 respondents. Partial least square structural equation modelling (PLS-SEM) was used for analysis, revealing 15 supported hypotheses, 12 with positive correlations. Notably, trust, perceived risk, attitude towards use, and perceived usefulness demonstrated negative path coefficients. The extended TAM model effectively represents 60% of users' behavioural intentions in adopting KLAMPID, offering original insights applicable to similar research in developing countries with emerging e-governance systems

Business · E-Government · Geography · Human–computer interaction · Indonesian · Indonesian government · Information and Communications Technology · Internet privacy · Knowledge management · Technology Acceptance Model · Usability · World Wide Web · Computer Science · E-Government and Public Services · Technology Adoption and User Behaviour