Examining digital government (DG) adoption in Indonesia through UTAUT framework

Abstract

Public demand for better, accountable, fast and satisfactory services encourages the government to provide a reliable electronic service (digital-government) that can be accessed whenever and wherever. The issuance of Indonesian Presidential Instruction No. 3 of 2003 was an early milestone in the use of digital government services on a national scale. However, the challenges faced by the Indonesian government is to determine the key factors of the public satisfaction in adopting the digital-government. The goal of this paper is to explore the key factors that influences Indonesians' people in adopting the digital government based on the UTAUT framework. In this work, five hypotheses are formulated and five factors are identified that may affect the Indonesians' level of adoption towards using the digital services. Survey data from 237 citizens in five big cities in Java and Sumatra region of Indonesia were collected and used to test the proposed hypotheses. Based on the structural equation model (SEM) approach, the results present several key findings that are in line with the goal of the government to create digital-government that are compatible with citizens' needs, desires, and expectations these findings indicated, thus unveiling the key drivers of adoption level. The result of the work also presents deep insight for governmental policy-makers and practitioners to increase digital-government service via behavioral and managerial factors. Finally, implications and recommendations of these findings were discussed.