European and Mediterranean Conference on Information Systems 2009 (EMCIS2009) July 13-14 2009, Crowne Plaza Hotel, Izmir Kanat, İrfan Emrah and Özkan, Sevgi Explaining Citizen Adoption Of Government to Citizen Services: A Model Based on Theory of Planned behaviour (TBP) 1 EXPLAINING CITIZEN ADOPTION OF GOVERNMENT TO CITIZEN SERVICES: A MODEL BASED ON THEORY OF PLANNED BEHAVIOUR (TBP) İrfan Emrah Kanat, Information Systems (IS) Informatics Institute, Middle East Technical University, TR iekanat@ii.metu.edu.tr Sevgi Özkan, Information Systems (IS) Informatics Institute, Middle East Technical University, TR sozkan@ii.metu.edu.tr Abstract E-government initiatives are gaining traction worldwide, Unfortunately not all e-government initiatives end up being successful. The main determinant of failure for government to Citizen services is the low adoption by citizens. A better understanding of the factors influencing citizens' adoption behavior is required to guide e-government implementations. E-government adoption models can provide such an insight. The aim of this study is to develop a model that encompasses various dimensions of e-government that relate to citizen adoption behavior while still providing the mechanisms that can account for differences among different countries and implementations. Keywords: e-government, adoption, citizen adoption, theory of planned behavior, government to citizen services, trust, ease of use, usefulness, access, skills 1 INTRODUCTION E-Government is the use of information technology in government services. The differences in governmental activities manifest themselves in distinct types of e-government services they produce. It is obvious that an internal database for the back office automation would be vastly different from a service provided directly to the citizens over the web. There are various categorization schemes in the literature but United Nations (UN) uses a simple categorization. The services are grouped according to the parties involved as; Government to Government (G2G), Government to Business (G2B) and Government to Citizen (G2C) which also happens to be the focus of this study (DESA, 2008). As noted by Carter and Bélanger (2005), e-government has increased the efficiency with which the governmental services are provided. The increased benefits attracted governments worldwide so that, among all 192 countries surveyed in DESA (2008) there was not a single country without an e- government implementation. Unfortunately, not all of these implementations which consumed considerable amount of resources were successful. Studies conducted in Manchester University, UK revealed that only 15% of the e-government initiatives managed to completely fulfil their goals (Heeks, 2008). According to DESA (2008), the possible reasons behind the failure of e-government projects include infrastructural issues, accessibility, usefulness, social and cultural issues, lack of understanding of citizen needs, lack of trust, lack of marketing, and/or lack of confidentiality. This finding is in line with the previous work in e-government adoption literature which has already highlighted these reasons under such titles as; digital divide or ICT divide (Oxendine, Borgida, Sullivan & Jackson, 2003; Carter & Weerakkody, 2008), social and cultural issues (Carter & Weerakkody, 2008), trust and