Determinants of user adoption of e-government services: the case of Moroccan Urban Agency

Abstract

During the 21st century, many states have opted for the provision of public services via the Internet in order to improve accessibility and quality of services. In a country like Morocco, which is full of economic growth, the need to deploy services via the Internet is very obvious. However, despite efforts to promote the use of online administration systems, the usage rate remains low. This phenomenon is a major obstacle to the successful implementation of these systems. These online government services are influenced by various factors such as technology, government policies, user behavior, and socio-economic barriers that can impact their quality and use. The low rate of end-user adoption and use of online administration services remains, therefore, a major obstacle to the successful implementation of online administration. This percussive study tries to diagnose the factors that influence the adoption by citizens of e-services by urban agencies in Morocco. These institutions play an important role in the dynamics of investment in Morocco. To do this, a research model was built on the basis of the Technology Acceptance Model (TAM) using its variables, which are perceived utility, perceived ease of use, and intention of use, as well as other variables such as social influence, user satisfaction, and trust. In addition, citizens’ demographic factors, namely gender, age, education, and Internet experience, are considered moderating variables in the model.

Keywords : E-government, perceived usefulness, perceived ease of use, social influence, user satisfaction, trust, intention to use, TAM, Urban Agency.

JEL Classification : O3 ; O33 ; O38  

Paper type: Theoretical Research