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Research on the influencing factors of the citizen adoption process of China's national integrated online government service platform

Jiaojiao Liu (School of Journalism and Information Communication, Huazhong University of Science and Technology, Wuhan, China)
Weidong Li (School of Journalism and Information Communication, Huazhong University of Science and Technology, Wuhan, China)
Qi Zou (School of Public Administration, Huazhong University of Science and Technology, Wuhan, China)
Shuai Liu (School of Public Administration, Huazhong University of Science and Technology, Wuhan, China)
Meng Wang (School of Journalism and Information Communication, Huazhong University of Science and Technology, Wuhan, China)
Jing Zheng (School of Public Administration, Huazhong University of Science and Technology, Wuhan, China)

Aslib Journal of Information Management

ISSN: 2050-3806

Article publication date: 6 December 2022

Issue publication date: 29 November 2023

205

Abstract

Purpose

The Chinese government hopes to achieve the goal of benefiting citizens by building a National Integrated Online Government Service Platform (NIOGSP). However, citizens' low adoption of the platform makes it difficult for the government to achieve its goal. Research on the influencing factors of citizen adoption of NIOGSP can help the government fully understand the concerns and needs of its citizens and take targeted measures to increase citizen adoption.

Design/methodology/approach

First, this research builds a model of the citizen adoption process, including attention, retention and motivation, based on an observational learning model. Next, research variables are determined based on social cognitive theory, literature review and real-world needs. Finally, based on the questionnaire survey and structural equation model, the influencing factors of each stage of the citizen adoption process model are studied and the relationship between the three stages of the model is verified.

Findings

Results show that perceived usefulness (PU) and self-efficacy (SE) positively affect attention. SE positively affects retention, while perceived privacy (PP) negatively affects retention. PU, social influence, PP and anxiety positively affect motivation.

Originality/value

The conclusion of this study can provide reference for governments in various countries to establish and improve online one-stop government. In addition, this study verifies the citizen adoption process model and finds that there is no obvious causal relationship between attention and retention, but both have positive effects on motivation.

Keywords

Acknowledgements

The authors are grateful for the valuable suggestions of the reviewers, editors, and associate editors.

Funding: The study is funded by the National Natural Science Foundation of China (award number: 22ZDA078).

Citation

Liu, J., Li, W., Zou, Q., Liu, S., Wang, M. and Zheng, J. (2023), "Research on the influencing factors of the citizen adoption process of China's national integrated online government service platform", Aslib Journal of Information Management, Vol. 75 No. 6, pp. 1152-1177. https://doi.org/10.1108/AJIM-04-2022-0201

Publisher

:

Emerald Publishing Limited

Copyright © 2022, Emerald Publishing Limited

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