Comprehensive Adoption Model of M-Government: A Citizens’ Perspective From the Smart Cities of Karnataka

Abstract

In this era of technology-driven innovation, a digital transformation like m-government services and social media plays a major role in boosting government services. Further, it has a crucial role in the realization of the smart cities mission. However, with m- government success in India falling short of expectations, there is a need for a detailed understanding of its adoption among citizens, for better implementation. The study thus integrates diffusion of innovation and uncertainty reduction theories to know the significant factors impacting the Behavioural Intention (BI) of citizens to use m- government in the smart cities of Karnataka. The framework developed consists of attitudinal factors viz. relative advantage, ease of use, compatibility, and image. As a means of reducing uncertainty, trust and transparency and under quality dimensions’ information, and system quality are used. It had other external factors viz. awareness, facilitating conditions, social influence. The inclusion of social media to analyze its impact on m-government adoption is another key component. For the analysis, the primary data (1444 responses) obtained is analyzed using structural equation modelling approach. The factors relative advantage, compatibility, facilitating condition, and trust had a significant direct impact on the BI. The mediation analysis indicated the importance of being aware of specific aspects such as relative advantage and compatibility (as mediators) to enhance adoption. Further, the vitality of information quality and transparency in increasing trust was emphasized. The results also proved the mediating role of image and social influence between awareness and trust, and then on BI. Moreover, social media was perceived to play a critical role in m- government services. The results of the moderation analysis revealed some differences between various groups of demographic variables. One of the critical outcomes here is social influence, and social media had a more substantial impact among Bengaluru's citizens, young adults, and students. Also, senior citizens, lower-income groups, and residents of cities other than Bengaluru had a more significant impact on the indirect role of awareness and information quality. The discussion on results, the theoretical and practical implications are described in detail.