Critical success factors for m‐Government adoption in Tanzania: A conceptual framework.

Abstract

The advancement of wireless and mobile technologies has given rise to the mobile

government (m‐Government). A new channel of public service delivery using a mobile

phone. In Tanzania, several m‐Government initiatives have been undertaken. Among

these, some can be said to have succeeded while others are still struggling. The reasons

for these variations are not known. This study aimed to capture the critical success factors

(CSFs) for the adoption of m‐Government and propose a framework under the

Tanzanian context. The study builds upon an extensive literature review methodology

based on six electronic databases from 2003 to 2017. The results show that security,

usability, access, cost, infrastructure, and personal initiatives and characteristics have

the strongest effect on the adoption of m‐Government services. Based on the findings

of the critical review, a conceptual framework is proposed by extending the mobile services

acceptance model (MSAM). A further finding is that most of the m‐Government

adoption research have not considered the environmental setting. Hence, this study

calls for more research on m‐Government adoption with consideration to the environmental

setting (mandatory or optional environment). The study culminates by providing

both practical, theoretical, and policy implications of the findings.