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Chapter 5. Final Study Analysis, Findings and Discussion Adoption, Diffusion and Use of E-government
Hassan Al-Zaabi Services in Abu Dhabi Police Force
In this section work practice also had an influence on perceived usefulness. This was similar to the
previous discussion, that because e-services are not being used at the first place and there is lack of
practice, staff members are not aware of the importance of the e-services. This made them conclude
that e-services are not useful. The majority of male participants, with different level of education and
level in the organisation, and who were not using the e-services argued that using e-services will not
increase their ability or performance at work. One of the participants who was categorised as a low
level individual gave an example when discussed how the e-services are not useful for his job, “…what
can I do with a computer or this e-service while I am in my police car? It will be waste of money…”
(Male, 31-40, high school, low level, 6 months internet experience).
(ii) Similarity of outcomes: some of the male participants with low level of education argued that the
outcomes of enquires or transactions online are similar to the outcomes of paper transactions. The
researcher tried to give them some examples to show that the process can be different, however, most
showed resistance. “…using e-services or not is the same…” and when asked for the reason, he said
that “…work will be completed doesn‟t matter what method you choose” (Male, 51-60, high school,
high level, no internet experience). A similar response was also given earlier in relative advantage
section, where one of the male participants who is categorised as a low level individual said that “…the
e-services can‟t do something imaginary. Maybe it process things fast but in my opinion there is
nothing special about it” (Male, 31-40, high school, low level, 6 months of internet experience).
(iii) Confidentiality of data: Minority of participants who used the e-services stated that they are
useful when it comes to protection of data. They were mainly female participants, categorised as
middle and low level staff, and have an average of five years of internet experience. This theme was
discussed earlier in relative advantage section. However, in this construct e-services were viewed
useful because of its ability to protect different applications processed in the department that could
contain staff personal details, therefore this would increase privacy standards.
5.2.4.6 Trust of E-service and Government
Trust “in online environments is based on beliefs in the trustworthiness of a trustee, which is composed
of three distinct dimensions: integrity, ability, and benevolence” Gefen et al. (2008: 276). As given
earlier two main questions were asked to examine trust towards e-services and ADPF. The following
themes were identified.
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