User Acceptance and Motivation of E-Governance Services Based on Employees Levels of Experience in the UAE SME

This research figure on the study of factors related to e-government acceptance and motivation in the United Arab Emirate (UAE) Small and Medium Enterprises (SME). The study has been focused on the integration of motivation into the technology acceptance model (TAM) and theory of planned behavior (TPB) towards using e-Government. An online survey was created to measure the user opinion about the e-Government ease of use, usefulness, and motivation. In this survey, we empirically validated the proposed framework by use of 130 completed questionnaires belonging to the users of e-government services offices in UAE SME. The results of data analysis by SPSS show that, accepting of services provided by e-Government services offices can be explained in terms of motivation, ease o fuse, and usefulness.


Introduction
Electronic govern ment (e-Govern ment, also known as e-gov, digital government, and a certain context transformational government) refers to government's use of informat ion technology to exchange information and services with citizens, businesses, and other arms of government [1][2]. e-Govern ment may be applied by the legislature, judiciary, or ad min istration, in order to improve internal efficiency, the delivery of public services, or processes of democratic governance. The primary delivery models are Govern ment-to-Citizen o r Govern ment-to-Custo me r (G2C), Govern ment-to-Business (G2B) and Govern ment-to-Govern ment (G2G) & Govern ment-to-Emp l oyees (G2E) [3]. e-Govern ment is often thought as "online government" or "Internet-based government". Many electronic government technologies can be used in this context. So me non-internet procedures include telephone, fa x, Personal Digital Assistant (PDA), Short Message Service (SMS) te xt messaging, Multimedia Messaging Service (MMS), wireless networks and services, Blu eto o th , t ra c k in g s ys te ms , Rad io -f req u en cy identification (RFID), b io metric identification, road traffic management and regu latory enfo rcement, ident ity cards, smart cards and other Near Field Co mmunicat ion (NFC) applications; polling station technology (where non-online e-voting is being considered), Television (TV) and radio-based delivery of government services, email, online community facilit ies, newsgroups and electronic mailing lists, online chat, and instant messaging technologies [4]. There are also some technology-specific sub-categories of e-Govern ment, such as mobile government (m-government), ubiquitous government (u-government), and GIS/ GPS applications for e-Govern ment (g-government) [5].
To determine the acceptance level of individuals towards the use of e-Govern ment services, it's requiring to look through two ma jor problems. First, previous studies on informat ion systems (IS) adoption and acceptance focus on business and for-profit organizations, not on governmental and public organizat ions. There are significant differences between private and public organizations. For example, governments are less market exposure, more legal and forma l constraints, and more comp le x constraints for informat ion systems. Second, although numerous studies on improving e-Govern ment services have been proposed, useful emp irical research is deficient. e-Govern ment is mo re to online service delivery system. Behavioral issues of e-Govern ment research are ma rked ly more important than technological. More emp irical studies on user acceptance of e-Govern ment services are needed to assist governments in improving the effectiveness and quality of e-Govern ment services [6][7][8] e-Govern ment may increases the convenience and accessibility of govern ment services and information to citizens [9]. Despite the benefits of e-Govern ment, increased government accountability to citizens, greater public access to informat ion and a mo re efficient, cost-effective government, the success and acceptance of e-Govern ment initiat ives, such as online voting and license renewal, are conditional upon citizens' willingness to adopt this innovation [10]. In order to develop citizen-centred e-Govern ment services that provide participants with accessible, relevant informat ion and quality services that are more expedient than traditional 'brick and mortar' transactions, government agencies must first understand the factors that influence citizen adoption of the e-Govern ment services.

Prior Research
A number of studies have investigated the adoption of e-Govern ment services using technology acceptance theories and models, such as the Theory of Reasoned Action (TRA ) [11], the Theory of Planned Behavior (TPB) [12], the Technology Acceptance Model (TAM) [13], the Diffusion of Innovation (DOI) [14], and the Unified Theory of Acceptance and Use of Technology (UTAUT) [15]. These studies provide useful insights and imp lications for understanding an individual's intention of using e-Govern ment services. They also have identified a number of factors that determine the adoption of e-Govern ment services, such as usefulness, ease of use, perceived risk, trustworthiness, compatibility, external influence, Internet safety, interpersonal influence, relative advantage, image, and facilitating conditions (See fo r example [16][17][18]. Therefore, this study used TAM along with the TPB to formulate the degree of user acceptance along with the motivation.
A study was established by Norazah and Ramayah in [19] to investigate the effects of e-Govern ment services to operate in a more transparent and accountable manner of which it increases the power of the individual in relation to that of the government. They reported the success factors that use to indicate the individual attitude towards e-Govern ment services using a theoretical model based TAM. Data relating to the constructs were collected fro m 200 respondents. The results demonstrated that e-Govern ment services acceptance can be exp lained in terms of co mpatibility and attitude towards e-Government services. The setup of the e-Govern ment services was co mpatible with the way users work and are more likely to adopt e-Govern ment services owing to their familiarity with the Internet fo r various official, personal, and recreat ional uses.
Al-Shehry et al. in [20] examined the user motivation level to use e-Govern ment services that represents a fundamental change in the whole public sector structure, values, culture and the ways of conducting business. Their study focused on the radical change within govern ment and in the relationship between a government and its cit izens. They aimed to investigate the motivations behind the change towards e-government systems. In addition, the understanding of these motivations can help decision-make rs appreciate the success and risk factors in e-government adoption. E-government characteristics therefore are d iscussed, and then the motivations for this change are investigated through emp irical case studies fro m the Kingdom of Saudi Arabia. Figure 1 shows the motivation for e-Govern ment adaptation.

Figure 1. The Motivations for E-government Adoption
Suki et al. In [21] have identified the factors that determine users' acceptance of e-Govern ment services and its causal relationships using a theoretical model based TAM. Data relating to the constructs were co llected fro m 200 respondents in Malaysia and subjected to Structural Equation Modeling analysis. Results indicate that the important determinants of user acceptance of the e-Govern ment services are perceived usefulness, ease of use, compatibility, interpersonal influence, external influence, self efficacy, facilitating conditions, attitude, subjective norms, perceived behavioral control, and intention to use e-Govern ment services/system.

Method
We used the online survey as a quantitative method to collect the research data. Generally, the questionnaire is a self-report questionnaire. The biggest advantage of the self-report questionnaire is that the researcher can obtain quantitative data for analysis [22].
In this study, the population refers to the entire group of postgraduate level of individuals (Emp loyees) fro m different SME offices in UAE. There were 40 ite ms included in this section that dealt with the participants' ease of use (11 ite ms), usefulness (9 ite ms), motivation (10 ite ms), towards using e-Govern ment.

Research Sample
In terms of the research sample, there are several methods of sampling that can be used to draw samp les fro m a population. [23] categorized probability sampling techniques into five categories, simple rando m, systematic, stratified, cluster and mult istage. A stratified sampling technique was used in this study by dividing participants into homogeneous subgroups before sampling. The sa mple for this study was the employees fro m d ifferent UA E SM E offices.

Data Analysis on Employees Levels of Experience in the UAE SM E
Data analysis is the process of systematically searching and arranging the research data. The data collected was processed by using Statistical Package for Social Science (SPSS) program. SPSS was used to analyze data as follows: 1. The descriptive statistics used in summing the data including means, standard deviations, and modes.
2. ANOVA test was used to determine the participants' perceived usefulness, ease of use, and motivation to use e-Govern ment. Table 1 presents the homogeneity of variances for levels of processing differed by school among 102 part icipants. The total mean for ease of use was 18.76 (3.75 by the Likert scale) with SD = 3.06 indicating that the participants fro m UA E SM E found the e-Government to be easy to use, as shown in Table 2. An analysis by experience level reveals the mean for ease of use for beginner employees was 18.63 with SD = 1.84, while the mean by advanced employees was 19.04 with SD =2.73, and the mean by professional emp loyees was 4.60 with SD = 1.15. Results of the ANOVA test showed that F (2,99) = .1702 at p = .188. As p > .05, there is no significant difference between the respondents with respect to the ease of use by experience level.

Result
The total mean for usefulness was 17.94 (3.58 by the Likert scale) with SD = 4.36 indicating that the participants fro m UA E SM E found e-Govern ment to be useful as shown in Tab le 2. An analysis by experience level reveals the means for e-Govern ment by beginner employees was 17.00 with SD = 4.40, while means by advanced employees participants was 18.42 with SD =4.19, and means by professional emp loyees was 16.06 with SD = 4.82. Results of the ANOVA test showed that F (2,99) = .2195at p = .117. As p > 0.05, there is no significant difference between the respondents with respect to the usefulness by experience level.
Furthermore, the total mean for motivation was 17.7542 (3.43 by the Likert scale) with SD = 4.33 indicat ing that the participants found e-Govern ment to be motivated as shown in Table 2. An analysis by employees experience level reveals the means for motivation by beginner employees was 18.0400 with SD = 4.73, while means by advanced emp loyees was 16.4634 with SD =4.13, and means by professional emp loyees was 17.2321 with SD = 4.33. Results of the ANOVA test showed that F (2,99) = . 2236 at p = . 134. As p > 0.05, there is no significant d ifference between the respondents with respect to the motivation by level of experience.
As p > .05 for all tests, the results indicate that there are no significant differences between the respondents with respect to ease of use, usefulness, and motivation by experience levels.

Conclusions
This study was conducted to exp lorer the effectiveness of e-Govern ment services in the UA E SM E. The study involved the success factors extracted fro m the previous researches. Ease of use, usefulness, and motivation were used to measure the effects of e-Govern ment based on the emp loyees' levels of experience. The overall of the evaluation found to be high enough among participants with beginner level of experience. The results revealed that there were no significant differences between the respondents with respect to usefulness, ease of use, and motivation. The findings indicate that the e-Government was acceptable and suitable by level of experience in the UA E SM E.