ABSTRACT

This research paper investigated the moderating effect of technical support and internet self-efficacy on the adoption of e-government services. The Technology Acceptance Model (TAM) was used as the theoretical basis while the data obtained from 513 respondents was analyzed by applying the Structural Equation Modeling (SEM) technique with the aid of Smart PLS 3.0. The key results have demonstrated that technical support was significant in moderating the impact of perceived usefulness (PU) and perceived ease of use (PEOU) on the intention to use e-government services. Also, internet self-efficacy was found to be a significant moderator of the effect of PU and PEOU on the intention to use. Other findings indicated that while PU was significant in determining the intention to use, PEOU was however not significant in predicting the intention to use. Additionally, it was revealed that PEOU was a significant predictor of the PU of e-government services. The theoretical and managerial implications of these findings on the diffusion of e-government services are deliberated in this paper.

摘要

本研究论文调查了技术支持和互联网自我效能对电子政务服务采用的调节作用。以技术接受模型（TAM）为理论基础，借助 Smart PLS 3.0 应用结构方程建模（SEM）技术对来自 513 名受访者的数据进行分析。主要结果表明，技术支持在缓和感知有用性 (PU) 和感知易用性 (PEOU) 对使用电子政务服务的意图的影响方面具有重要意义。此外，发现互联网自我效能是 PU 和 PEOU 对使用意图的影响的重要调节因素。其他研究结果表明，虽然 PU 在确定使用意向方面具有重要意义，但 PEOU 在预测使用意向方面并不重要。此外，据透露，PEOU 是电子政务服务 PU 的重要预测指标。本文讨论了这些发现对电子政务服务传播的理论和管理影响。