Exploring citizens' perception of government to citizen services: A model based on theory of planned behaviour (TBP)

  • Kanat I
  • Özkan S
  • 167


    Mendeley users who have this article in their library.
  • N/A


    Citations of this article.


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.

Author-supplied keywords

  • behaviour
  • citizen participation
  • communication technologies
  • government
  • paper type research paper

Get free article suggestions today

Mendeley saves you time finding and organizing research

Sign up here
Already have an account ?Sign in

Find this document


  • Irfan Emrah Kanat

  • Sevgi Özkan

Cite this document

Choose a citation style from the tabs below

Save time finding and organizing research with Mendeley

Sign up for free