Submitted by JOSIANE SANTOS DE OLIVEIRA (josianeso) on 2018-12-11T11:08:11Z No. of bitstreams: 1 Jullian Hermann Creutzberg_.pdf: 7265895 bytes, checksum: 9ab2cc6c752d713bed15df0ed62db5c4 (MD5) / Made available in DSpace on 2018-12-11T11:08:11Z (GMT). No. of bitstreams: 1 Jullian Hermann Creutzberg_.pdf: 7265895 bytes, checksum: 9ab2cc6c752d713bed15df0ed62db5c4 (MD5) Previous issue date: 2018-08-02 / UNIDAVI - Centro Universitário do Alto Vale do Itajaí / Pesquisas recentes confirmam que os dispositivos móveis são hoje os principais meios de acesso à Internet dentre os brasileiros e que estes estão presentes em praticamente todos os domicílios do país. No entanto, poucos órgãos públicos têm disponibilizado sistemas de governo móvel à população. Governo móvel (m-gov) pode ser definido como os sistemas disponibilizados pelo governo para a sociedade, acessados via Internet em telefones celulares ou tablets em condições de acesso móvel. Diante deste cenário e considerando a quantidade limitada de pesquisas sobre m-gov no contexto brasileiro, esta pesquisa possui como objetivo principal analisar os fatores que influenciam os cidadãos na aceitação de sistemas de governo móvel. Inicialmente foi realizada uma revisão da literatura sobre modelos teóricos de aceitação de tecnologia e aceitação de governo eletrônico, e a seguir uma revisão sistemática sobre aceitação de governo móvel. Na sequência foram realizados dois grupos de foco, para identificar fatores de aceitação de governo móvel relacionados ao contexto brasileiro e confirmar a adequação dos fatores identificados na literatura nesse contexto. Desta forma, o modelo pôde ser adaptado à realidade brasileira. No que tange ao método, esta pesquisa caracteriza-se como quantitativa, conduzida por meio de survey, e para a análise de resultados foi utilizada a técnica de modelagem de equações estruturais. Dentre os principais resultados da pesquisa estão a adição da conveniência de acesso aos fatores apontados em estudos prévios sobre aceitação de governo móvel. Os resultados também apontam a utilidade percebida como principal fator de explicação da aceitação de governo móvel, seguido das condições facilitadoras, conveniência de acesso e influência social, são também apresentadas relações significativas entre os construtos do modelo, como a relação entre utilidade percebida e conveniência de acesso. As variáveis de controle de gênero, idade, frequência de uso e experiência, também apresentaram relações significativas, destacando-se a frequência de uso com aceitação de governo móvel. Por fim, além de apresentar um modelo unificado, parcimonioso e com índices de ajuste satisfatórios, foi possível também fornecer um instrumento de pesquisa sobre aceitação de m-gov validado no contexto brasileiro. / Recent research confirms that mobile devices are today the main means of accessing the Internet among Brazilians and that are present in almost every home in the Country. However, few public agencies have available mobile government systems to the population. Mobile government (m-gov) can be defined as the systems made available by the government to society, accessed by Internet on mobile phones or tablets. Given this scenario and considering the limited number of m-gov research in the Brazilian context, this work has as main objective to analyze the factors that influence the citizens in the acceptance of mobile government. Initially, a review of the literature on theoretical models of technology acceptance and electronic government acceptance was carried out, followed by a systematic review about mobile government acceptance. Next, two focus groups were carried out to identify factors of mobile government acceptance related to the Brazilian context and to confirm the adequacy of the factors identified in the literature to this Country adapting the model to the Brazilian reality. Regarding the method, this research is characterized as quantitative, conducted through a survey; to analyze the results it was used structural equation modeling. Among the main results of the research, the convenience of access was added to the constructs of m-gov acceptance previously identified in the literature. The results reveal the perceived usefulness as the main factor explaining the acceptance of mobile government, followed by the facilitating conditions, the convenience of access and the social influence. Significant relationships between the constructs of the model are also presented, such as the relationship between perceived usefulness and convenience of access. The control variables of gender, age, frequency of use and experience also have presented significant relationships, especially the frequency of use with the acceptance of mobile government. Finally, besides presenting a parsimonious, unified model with satisfactory adjustment indexes, it was also possible to provide a validated research instrument on m-gov acceptance to the Brazilian context.

Mobile government (M-Government) is an evolving delivery channel for governments to provide timely information and services ubiquitously to residents, businesses and other government departments through mobile devices. Developing countries have a higher mobile penetration rate than the fixed-line Internet rates, which opens doors of opportunities for these countries to bridge the digital gap and gain a better reach through M-Government. Jordan has realised the potential of M-Government and launched the E-Government Mobile Portal on the 18th of April, 2011. This thesis uses a mixed-method approach comprising surveys, interviews, meta-analysis and focus groups. The findings show that the critical success factors for M-government from the users’ perspective are the following: user acceptance, security, privacy, trust, cost, mobile device limitations, usability, availability of services, broadband and content. The findings also show that there are ’high effect’ success factors in addition to the critical ones which are the following : mobile payment system, accessibility, awareness, education, reliability, legal issues and mobile penetration. Additionally, this thesis also proposes a success framework for M-Government that provides practical strategies to tackle each success factor. Furthermore, it recommends an M-Government user-centric road map with implementation stages aiming to assist the Jordanian Government and other governments in tackling each success factor in order to ensure a successful implementation of M-Government.

Electronic government (e-government) has developed rapidly, the Mobile Government service (m-government) as one of the import branches play a significant role in recent years, and it would be also an effective way to satisfy Chinese rural citizen’s information needs. Our research question is how the m-government service satisfies Chinese rural citizen’s information needs. The investigation is conducted with questionnaires in a rural town where in Guangdong Province. We find that the most needed information perceived or expresses by rural citizen are closely related to their basic survival. There is a big potential to develop m-government service in rural areas since most of rural citizen haven’t paid attention on it. Last we put forward some suggestions for improving m-government services for Chinese rural citizen.

The evolution of mobile-phone technologies such as Smartphones Applications and Services enabled the emergence of digital and smart economies, governments and nations. Many developed and developing countries, like Oman, have considerably invested in the area of Smart Technologies, and initiated countless number of projects such as Smart Governments, also known as Mobile or M-Government, to provide timely, secure, satisfactory and high quality of services for the citizens, businesses and other governmental agencies. Although many scholars have investigated this area of interest with huge amount of efforts, the adoption and actual use of M-Government applications and services, remain problematic and face many challenges. In this area of interest, two major themes of research were reported in the literature: User-centred (i.e., Human-Computer Interaction perspective) and System-centred (i.e., Software Engineering perspective). The first theme remains a hot area of interest mainly due to the importance of the role of end-users in the adoption and success of the new technologies like M-Government. Therefore, this study attempted to develop and empirically validate a novel Mobile Government Adoption Model (titled: MGAM) within the culture of Oman. The MGAM model integrates a well-known theory in this domain, the Technology Acceptance Model (TAM), with other theories including Psychometric Paradigm Theory (PPT), Customer Culture Theory (CCT) and Personality Trait Theory (PTT) to identify key factors related to the end-users or citizens; those included their Perception of Risk, Culture and Personality Trait. The study adopted quantitative research with Survey method as a research strategy for data collection and quantitative methodology for data analysis. A new data collection instrument was developed for the purpose of this study and distributed through online facilities to collect data about the variables of the MGAM Model from Users in Oman using the M-Government applications and services. Around 450 samples (302 males and 148 females) were collected and considered for the purpose of data analysis in this study. Several statistical tools and means have been used to analyse the data and valuate the MGAM model including Descriptive and Inferential Statistic, Structural Equation Modelling (SEM), Comparative Fit Index Analysis, Exploratory Factor Analysis (EFA) with Statistical Software Applications, SPSS and AMOS Applications. The study revealed that most of the users in Oman using M-Government applications and services were very positive about the Perceived Ease of Use and the Perceived Usefulness of the technology with very positive Attitude and Behavioural Intention towards this technology. The findings also showed that the research participants have a slightly negative Perception of Risk when using the M-Government applications and services in Oman, and positive perception of Culture in this domain. With reference to the MGAM Model, the model was tested and validated, and the findings indicated that the Personality Trait moderator can strengthen the link between Behavioural Intention and Actual Use of the technology. Based on the findings, the study provided key recommendations for the governmental personnel dealing with the development of M-Government applications and services in Oman, and for public users in Oman. Among those, the study recommends for considering this initiative in Oman as a real and strategic shift in public administration, and to make easy, flexible and dynamic M-Government applications and services through taking into account cultural issues and user-related preferences. The study also recommended offering more than a service in one visit by the users, providing information prior to services and training governmental employees on this technology. The main contribution of this work is the development and validation of a new adoption model in the area of M-Government, the MGAM model. Theoretically, the MGAM Model extends the TAM Model through the integration process with with other theories including PPT, CCT and PTT to identify new key factors with impact on the adoption of M-Government infrastructure. This work also makes a novel contribution in terms of research methodology by developing and applying a new data collection tool, i.e., Mobile Government Adoption Questionnaire. This tool can be used by other researchers to collect data on the same research problem from contexts similar to the Omani one. Practically, this work attempted to identify the key prerequisites for the adoption and actual use of technology in the area of public services administration, and then making contribution towards the success of M-Government initiatives. The use of different tests and methods to statistically understand how the Omani end-users make decisions on the use of M-Government is also a novel practical contribution of this work.

Diese kumulative Dissertation leistet einen Erklärungsbeitrag zu der Frage der theoretischen Beziehung zwischen der Informationstechnologie-(IT-)Governance und der Adoption von IT-basierten Innovationen auf Organisationsebene. IT-Governance kann in diesem Zusammenhang als der Ort der Verantwortungshoheit für IT-Entscheidungen verstanden werden. Adoption bezieht sich auf die Aneignung einer technologischen Innovation durch eine Organisation. Zwei übergeordnete Forschungsfragen leiten diese Dissertation: (1) Wie beeinflusst die Form der IT-Governance die Aneignung neuer Technologien, und umgekehrt (2) wie beeinflussen neue Technologien die Form der IT-Governance? Hinsichtlich Forschungsfrage (1) wurden vier Studien zu Innovationen im Mobile Government durchgeführt, d.h. zu der Nutzung von mobilen Technologien im öffentlichen Sektor mit dem Ziel Verwaltungsdienstleistungen und interne Prozesse zu verbessern. In Bezug auf Forschungsfrage (2) wurde in weiteren vier Studien die Aneignung von Unternehmenssoftware as a Service (SaaS), d.h. die Nutzung von Geschäftsanwendungen als webbasierte Dienste, untersucht. Zusammenfassend gibt diese Dissertation Aufschluss darüber, wie IT-Governance und entsprechende Mechanismen die Innovativität in bestimmten organisationalen Kontexten begünstigen können (in öffentlichen Verwaltungen z.B. durch die Verknüpfung von organisationalen und technologischen Verantwortlichkeiten) und umgekehrt wie die Form der IT-Governance selbst durch das Aufkommen von technologischen Neuerungen (z.B. durch externe Bereitstellungsmodelle wie SaaS) umgestaltet wird bzw. werden muss. Methodisch demonstriert diese Arbeit den Reichtum, der durch den wechselnden Einsatz von qualitativen und quantitativen Ansätzen erzielt werden kann. Abschließend werden eine Reihe von Implikationen für IT-Entscheider in öffentlichen und privatwirtschaftlichen Kontexten aufgezeigt. / This cumulative dissertation contributes to the question of the theoretical relationship between information technology (IT) governance and the adoption of IT-based innovations. IT governance has been described specifically as the locus of responsibility for IT functions within organizations. Innovation adoption in this context refers to the decision of an organization to make use of a technological innovation. Two principal research questions (RQ) guide this dissertation: (1) how does the mode of IT governance influence adoption of new technologies, and conversely (2) how does the adoption of new technologies affect organizational IT governance? In order to address RQ1, I conducted four studies in a public sector context regarding innovations in Mobile Government referring to the use of mobile technology to improve government services and internal processes. Regarding RQ2, I investigated the adoption of enterprise Software as a Service (SaaS) in four further studies. In this context, it is hypothesized that for some applications SaaS-based provision leads to a ‘governance shift’ of IT responsibilities from IT towards business units. In summary, this dissertation sheds light on the question of how IT governance and its mechanisms can foster innovativeness in certain contexts (e.g., through aligning organizational and technological responsibilities in public sector organizations), and conversely how the mode of IT governance itself can be shaped by the emergence of new technological innovations (e.g., external delivery models such as SaaS). Methodologically, this work demonstrates the richness provided by alternating between qualitative and quantitative empirical approaches. Finally, a number of relevant practical implications for IT decision makers in governmental and entrepreneurial contexts are outlined.

在電子化政府的架構下，民眾最重要的數位意見反映管道可謂是民意電子信箱，然而近年全球許多城市開始建制市民熱線系統，讓民眾得以透過電話向政府反映意見，使整個互動介面更為接近「行動政府」的概念，而在台灣的行政系絡下，「村里長」扮演政府機關與一般民眾互動的中介角色，本研究嘗試了解電子信箱與市民熱線這兩項原意用於促進「直接民主」的意見反應管道，對於村里長的工作產生何種影響，並探討村里長使用電子信箱與市民熱線的情況，以及影響他們對這兩項管道滿意認同的變數。 本研究以台北市里長及台北市市長信箱與1999市民熱線為主要標的，透過量化與質化方法的實證資料，主要發現結果包括：(1)台北市里長較常使用市民熱線，較少使用市長信箱；(2)資訊能力、對案件的時效性要求、問題難度與複雜性將影響村里長選擇市長信箱或市民熱線進行意見反映；(3)市長信箱與市民熱線對里長的正面影響包括解決村里民問題、減少工作負擔、提昇服務時效性、減少人情壓力、可有書面或電子資料備查，作為服務表現的基礎；負面影響則包括受申訴的機會增加、村里長工作有被管道取代的危機；(4)服務品質構面的「資訊可信度」、「問題解決程度」及「易用性」，有用性構面中的「解決里民問題」與「有助工作程度」五個變數對管道的滿意度有正向的影響。 本研究根據研究發現，提出三點實務建議：(1)重視「管道問題適用性」之宣傳；(2)促進村里長與意見反映管道結合的服務綜效；(3)思考管道如何對市民產生「有用性」，以提昇公共接觸效果。 / Under the framework of E-government, e-mail is the most important response channel for citizens to interact with governments. However, many cities around the world start to build citizen hotline systems, allowing people reflect their ideas and suggestions via phone. This fact reveals the opportunities of Mobile Government. In Taiwan, Li-chiefs simultaneously reflect residents’ opinions and help delivery public services. The author tries to figure out (1) how Taipei City Mayor’s E-mail Box and 1999 Citizen Hotline affect the daily works of Li-chiefs; (2) their usage of these two response channels, and (3) what variables might affect Li-chiefs’ satisfaction toward e-mail and citizen hotlines. The study uses Taipei City Mayor’s E-mail Box and Taipei 1999 Citizen Hotline as case examples, and collects both qualitative and quantitative empirical data. The author finds that: (1) The Li-chiefs in Taipei use Taipei 1999 Citizen Hotline more frequently than City Mayor’s E-mail. (2) Information literacy, timeliness and task complexity will affect Li-chiefs’ motives to reflect suggestions via e-mail or citizen hotline. (3) Li-chiefs can use these two channels to solve problems and enhance timeliness. On the other hand, the response channels allow citizens to complain to Li-chiefs more easily, and the positions of Li-chiefs might be replaced by the two channels; and (4) information reliability, problem solving ability, ease of use, the effect of solving citizens’ problems, and helping Li-chiefs’ jobs will positively affect the satisfaction of the channels. Based on the finding, the author suggests the government should: (1) emphasize the “appropriate or right questions” when prompting the channels; (2) teach Li-chiefs how to use response channels well to create synergy; and (3) rethink how response channels produce usefulness for citizens.

[pt] O presente estudo tem o propósito de compreender os antecedentes da adoção de tecnologias de informação e comunicação (TIC), especificamente afetas a dispositivos móveis eletrônicos no contexto de sua aplicação na prestação de serviços públicos ao cidadão e o seu relacionamento com o Estado. Para tanto, a pesquisa buscou desenvolver um modelo inédito de adoção de inovações baseandose no Modelo de Difusão de Inovações (Rogers,2003), agregando a ele construtos adaptados ao contexto da relação do cidadão com governo brasileiro. A partir da teoria, são formuladas hipóteses que exploram quais fatores são capazes de impactar a atitude geral de adoção dos cidadãos em relação a tecnologias de governo móvel. O modelo proposto foi submetido a uma survey transversal, cuja amostra foi escolhida por conveniência, resultando em 666 registros válidos para análise. Os dados obtidos, analisados por meio da modelagem de equações estruturais, confirmam a maior parte das hipóteses formuladas e apresentam relações significativas entre os construtos vantagem relativa, compatibilidade, complexidade, conveniência, qualidade de serviço, confiança no governo e intenção de adoção na atitude geral de adoção sugerindo que o modelo proposto representa um avanço na compreensão dos fatores que influenciam a atitude geral de adoção do cidadão em relação a tecnologias de m-government. / [en] This study aims to understand the information and communication technologies (ICT) adoption background, specifically related to electronic mobile devices in the context of their application in the provision of public services to Brazilian citizens and their relationship with the State. To this end, the research sought to develop an unprecedented model of adopting innovations based on the Innovation Diffusion Model (Rogers, 2003), adding constructs adapted to the context of the citizen s relationship with the Brazilian government. Based on the theory, hypotheses that explore which factors are capable of impacting the general attitude of adoption were formulated. The proposed model, was subjected to a cross-sectional survey, resulting in 666 valid records from a convenience sample. The data obtained were analyzed using structural equation modeling (SEM). They confirm most of the hypotheses formulated and present significant relationships between the constructs relative advantage, compatibility, complexity, convenience, quality of service, trust in the government and intention to adopt in the general attitude of adoption, suggesting that the proposed model represents an advance in understanding the factors that influence the Brazilian citizen general attitude of adoption related to m-government.