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

Kanat, Irfan Emrah
Özkan Yıldırım, Sevgi
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.
Transforming Government: People, Process and Policy


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Citation Formats
I. E. Kanat and S. Özkan Yıldırım, “Exploring citizens’ perception of government to citizen services: A model based on theory of planned behaviour (TBPss),” Transforming Government: People, Process and Policy, pp. 406–419, 2009, Accessed: 00, 2020. [Online]. Available: https://hdl.handle.net/11511/30318.