Trust and Intention to Adopt Egovernment Services in Developing Countries

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ACKNOWLEDGEMENT

First of all, it would give me great pleasure to show my gratitude to my professor, for his propositions, remarks, understanding and patience. It would also be an honour to express gratitude to my parents, my mother, my father, my sister and my brother for their endless support in my life and allowing me to make all my decisions. I would also like to take the opportunity to show appreciation to my co-workers for their expert cooperation on every occasion. I would also like to be grateful to the Department, managers of the university, instructors and students who have supported me throughout this research.

DECLARATION

I declare that the content presented in this thesis/dissertation is, in my understanding and opinion, original and has not been presented for scholarly assessment in the past, either completely or partly, for an academic degree at this educational institution or elsewhere. I would also like to admit that I have studied and understood the principles, prerequisites, processes and guidelines of the University regarding the higher academic degree research award and to my dissertation. I would also like to declare that I have abided by the University's principles, prerequisites, processes and guidelines.

Signed __________________ Date _________________

ABSTRACT

A service is about the goodion of an essentially intangible advantage, either in its own right or as a significant part of a tangible good, which through some form of exchange, satisfies an identified need. Services are characterized by intangibility, heterogeneity, perishability and simultaneous goodion and consumption. Examples of services include health care services, economical services, hospitality services and professional services. When services are offered by the government to citizens and businesses they will have the term governmental or public services. Services and, more relevant to this paper, public services can be delivered through various channels: in person, mail, telephone, internet and other technology channels. Internet has revolutionised the way of individual's life. It has been shown in the work of Internet World Statistics that number of internet users across the globe is growing. This has encouraged companies from private sector and ministries and authorities from public sector to utilise technology in providing services.

Technology is not only a way of reducing cost and increasing efficiency but also a way of responding to clients needs. Services offered by the government and delivered through electronic channels are termed Egovernment. Around the world most countries have initiated Egovernment services with a concentrate on deliverance of information and services to citizens and businesses. Such services delivered through electronic channels are not supposed to replace traditional channels but to supplement it. The idea of Egovernment is generic idea and has been broadly used to define use of information and communication technologies to transform government by making services more accessible, effective and accountable. Many definitions exist which are developed by institutes or researchers. Ultimately Egovernment aims to offer citizens and businesses an access to public services with all promised advantages.

TABLE OF CONTENTS

ACKNOWLEDGEMENTII

DECLARATIONIII

ABSTRACTIV

1.1Introduction1

1.2Definitions of Egovernment3

1.3Developing an Operational Definition for ...