Revisting Drivers and Challenges of E-Government Applications Adoption among Saudi older population: An Extension of the UTAUT Model

Abstract

Digital transformation has become a necessity rather than a luxury in today's world. Therefore, governments around the globe are seeking new technologies to improve their digital infrastructure. The adoption of e-government services greatly benefits policymakers and citizens and improves accessibility to respective government services. However, one of the aspects that decision-makers tend to neglect is the accessibility of digital platforms for all beneficiaries. In this context, the older population could be hindered from accessing these services due to the lack of technological knowledge and experience. Therefore, this study discusses the adoption of e-government services by older citizens in Saudi Arabia to investigate the factors determining the adoption of e-government applications by older adults, highlighting the drivers and barriers to engaging them in digital platforms. Based on the UTAUT framework, this study employs a qualitative approach to conduct in-depth interviews with 45- to 60-year-old Saudi citizens. The findings could be categorised as drivers and challenges of adapting e-government service. The older population of Saudi Arabia faces challenges in accessing e-government services, such as the additional efforts of learning a new technology, and the potential risk. On the other hand, participants reported that the availability of technological support can save time and effort which could improve their overall experience and their independence. In addition, the systems design plays a significant role in e-government services adoption among older citizens. This study not only adds richness to the academic discourse of technology adoption among older adults but also hopes to provide practical recommendations to policymakers and service designers for enhanced accessibility and better usability of e-government services while ensuring that the fruits of e-governance are equitably spread among all sections of people.