Provide a Model for Accepting E-Government Service Using Meta-Synthesis Approach

Document Type : Original Article

Authors

1 MSc. of Business Management, Faculty of Economic and Administrative Sciences, Qom University Qom, Qom, Iran.

2 Associate Prof., Faculty of Administrative and Economic Sciences, Qom University, Qom, Iran.

3 Ph.D Candidate in Public Administration, Faculty of Economics, Management and Administrative Sciences, Semnan University, Semnan, Iran.

Abstract

Context: The revolution in information and communication technologies, along with the widespread use of the Internet, has transformed all aspects of human life. Even interactions between governments and citizens have been significantly affected. Electronic government has emerged as a new organizational form. To maximize citizen acceptance of these changes, research on electronic government adoption is essential. Therefore, the need for a unified model of electronic government acceptance, based on technology acceptance frameworks, has become increasingly important.
Objective: The objective of this study was to develop an acceptance model for e-government services using a meta-synthesis approach. This study is applied in orientation; in addition to its awareness-raising and scientific contributions, it also has practical implications for various government organizations seeking to implement e-government processes. Since the study aims to present and design an acceptance model for e-government services, it is exploratory in nature.
Methodology: The present study adopts a mixed-methods approach, incorporating both qualitative and quantitative methodologies. The research community for the qualitative part of this study comprised all research relevant to the topic. In the quantitative phase, the statistical population included all academic and executive experts in the fields of e-government and technology acceptance. Data collection in the qualitative phase was conducted through library research. This phase involved a meta-synthesis and data extraction process following the seven-step method of Sandelowski and Barroso. The qualitative data were analyzed using thematic analysis techniques. Thematic analysis is a flexible, relatively straightforward, and efficient method for identifying, analyzing, and reporting patterns and themes within data. It organizes the collected dataset and transforms it into rich, detailed information. Each theme highlights significant aspects of the data related to the research question and represents a level of response or meaning that recurs throughout the dataset. To assess the validity of the qualitative component, expert evaluations and the agreement coefficient between two coders were utilized. The qualitative results identified 11 main themes, which were presented as a process model (the e-government acceptance model) based on the researcher's hypotheses and rationale. In the second stage, the relationships of influence among the components of the final qualitative model were examined using the DEMATEL decision-making method in the quantitative phase. Data for the quantitative stage were collected through researcher-designed questionnaires. Purposeful judgmental sampling was employed in this phase, with participation from 10 experts. Microsoft Excel 2019 was used to analyze the data using the DEMATEL method in the quantitative analysis.
Findings: The research findings confirm that 81 sub-themes, grouped into 11 main themes, were extracted from 16 models related to technology acceptance and e-government. These main themes—actual behavior, behavioral intention, attitude towards technology, ease of use, objectivity of results, personality factors, perceived usefulness, digital divide, social norms, electronic trust, and technical infrastructure—constitute the core components of the e-government services acceptance model. Subsequently, the researchers analyzed data obtained from researcher-designed questionnaires completed by experts. Using the DEMATEL technique, they identified the influential and affected relationships among the model’s dimensions and components. Finally, the e-government services acceptance model was presented.
Conclusion: The results of this study confirm that the acceptance of e-government services involves factors at both the individual and social levels. At the individual level, key components include actual behavior, behavioral intention, attitude toward technology, perceived usefulness, ease of use, objectivity of results, and personality traits. At the social level, factors such as the digital divide, social norms, electronic trust, and technical infrastructure are also important. Finally, recommendations for future research and practical applications are provided based on the study’s findings.

Keywords

References

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Sciences and Techniques of Information Management
Volume 11, Issue 3
October 2025
Pages 143-109

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