(EM)POWERING TIMOR-LESTE: THE ELECTRICITY SECTOR REFORM

ABSTRACT

THIS DISSERTATION INVESTIGATES THE KEY FACTORS INFLUENCING CITIZENS TO ADOPT E-GOVERNMENT SERVICES IN MACAO, FOCUSING ON THE MACAO ONE ACCOUNT PLATFORM. USING THE UNIFIED THEORY OF ACCEPTANCE AND USE OF TECHNOLOGY (UTAUT) FRAMEWORK, THE STUDY EXAMINES FACTORS SUCH AS PERFORMANCE EXPECTANCY, EFFORT EXPECTANCY, SOCIAL INFLUENCE, AND FACILITATING CONDITIONS, WITH ADDITIONAL FACTORS INCLUDING TRUST AND PERCEIVED RISK. THIS STUDY IS ESSENTIAL TO PROVIDE A GUIDELINE FOR ADOPTING E-GOVERNMENT SERVICES EFFECTIVELY, HELPING POLICYMAKERS AND GOVERNMENT ENTITIES OPTIMIZE DIGITAL PLATFORMS FOR IMPROVED SERVICE DELIVERY AND USER ENGAGEMENT. THE RESEARCH EMPLOYED A QUANTITATIVE METHODOLOGY. THE SURVEY DATA WAS COLLECTED THROUGH AN ONLINE SURVEY IN GOOGLE FORMS DISTRIBUTED TO MACAO RESIDENTS WHO USE THE MACAO ONE ACCOUNT PLATFORM. THE RESPONSES OF THE 126 RESPONDENTS WERE ANALYZED USING DESCRIPTIVE STATISTICAL METHODS TO IDENTIFY TRENDS AND RELATIONSHIPS BETWEEN THE KEY CONSTRUCTS. THE FINDINGS REFLECT THAT PERFORMANCE EXPECTATIONS, EFFORT EXPECTATIONS, TRUST, AND FACILITATING CONDITIONS ARE THE MOST INFLUENTIAL DRIVERS, WITH SOCIAL INFLUENCE PLAYING A MORE MODERATE ROLE. PERCEIVED RISK IS LOW, INDICATING MINIMAL CONCERNS ABOUT SECURITY OR PRIVACY. USABILITY IS AN IMPORTANT DRIVER, AS MOST RESPONDENTS FIND THE PLATFORM EASY TO LEARN AND USE. ADDITIONALLY, THE USERS’ ATTITUDES TO THE E-GOVERNMENT PLATFORM COULD BE AFFECTED BY THEIR TRUST IN THE GOVERNMENT; REDUCING RISK AND INCREASING CONFIDENCE CAN IMPROVE THE PLATFORM'S RELIABILITY TO USERS. THIS STUDY SHOWS THE NEED TO IMPROVE THE E-GOVERNMENT PLATFORM BY FOCUSING ON USERS. IT INCLUDES MAKING IT EASIER TO USE, BUILDING TRUST WITH STRONG DATA PROTECTION, AND MAKING IT ACCESSIBLE TO ALL CITIZENS. THESE RESULTS GIVE IDEAS FOR ADOPTING E-GOVERNMENT IN MACAO AND OFFER SIMPLE STEPS FOR POLICYMAKERS TO CREATE MORE INCLUSIVE DIGITAL SERVICES.