Factors Affecting the E-Services Channel Usage in E-Government: A

Literature Review

Vita Pusvita

and Moh. Muttaqin

Research Center for Society and Culture, Institute of Social Sciences and Humanities, National Research and Innovation

Agency, Gedung B.J. Habibie Jalan M.H. Thamrin Nomor 8, Jakarta Pusat 10340, Indonesia

Keywords: Channel Usage, E-service Adoption, E-government, Government to Citizen.

Abstract: This study aims to identify the factors that influence the use of service channels in accessing government

services. A literature review was conducted using the Google Scholar database. Articles are limited to Scopus

indexed journal and proceeding. In addition, the object of this research is limited to the citizen so that the e-

government relationship that is discussed is only government to citizen (G2C). The results showed that there

are several factors that influence the selection of individual channels, namely socio-demography, tasks,

individual factors, external factors, and technology. This finding can help the government to provide

electronic service channels that are in accordance with the citizen channels usage, so as to increase the use of

electronic services.

1 INTRODUCTION

The implementation of e-services changes the use of

channels in public services from traditional to

electronic. Not only providers, service users must also

be a determining factor in the successful

implementation of e-services. Without adoption from

the user's side, the goal of implementing e-services

will not be achieved. Therefore, in addition to

assessing the government's readiness, the perspective

of service users is also needed to support the success

of e-services.

The research has been conducted on the adoption

of citizen e-services is more focused on the type of

technology applied. In fact, citizen’s usage of the

channel to access services is also very important for

successful e-service implementation. To achieve this,

the government generally uses multichannel in the

implementation of e-services. The use of a

multichannel system makes the government have to

maintain more channels than a single-channel system,

which means it requires more resources (Pappel et al.,

2019). Meanwhile, the government must consider

efficiency and effectiveness in providing service

channels to provide sustainable services (Tangi et al.,

n.d.).

https://orcid.org/0000-0002-5403-632X

https://orcid.org/ 0000-0002-6345-6975

On the other hand, citizens as users are still

reluctant to adopt electronic services (W. Pieterson &

Ebbers, 2008). Citizens will prefer to use electronic

services than traditional services if the available

channels are convenient for them (Al-Ghaith et al.,

2010). This shows that in addition to technology

adoption factors, it is also necessary to know the

factors that encourage the use of a channel to access

services. The implementation of e-services with

electronic channels that are preferred by citizen can

help increase the success of sustainable e-services

implementation.

Channel choice has different definition from

channel use, but both will affect channel behavior (W.

Pieterson & Teerling, 2008). Channel use is an

individual's use from time to time. Meanwhile,

channel choice is an individual decision in selecting a

channel to carry out certain activities. The internet has

changed the use of channels by citizens to access

services (Lee et al., 2018). The increasing number of

internet adoptions by the public causes changes in

behavior towards service channels (W. J. Pieterson &

Ebbers, 2020). C. G. Reddick et al. (2012) found that

internet users generally access government services

using traditional and electronic channels. Meanwhile,

Faulkner et al. (2019) revealed that the shift in the use

Pusvita, V. and Muttaqin, M.

Factors Affecting the E-Services Channel Usage in E-Government: A Literature Review.

DOI: 10.5220/0011508500003460

In Proceedings of the 4th International Conference on Social and Political Development (ICOSOP 2022) - Human Security and Agile Government, pages 16-22

ISBN: 978-989-758-618-7; ISSN: 2975-8300

 2023 by SCITEPRESS – Science and Technology Publications, Lda. Under CC license (CC BY-NC-ND 4.0)

of service channels from traditional to electronic in

accessing e-services can be achieved if users are

satisfied.

Many researches related to service channels have

been carried out, both regarding channel selection,

multichannel management, and multichannel

strategies. Even Madsen & Kræmmergaard (2015)

have also conducted a literature study related to

channel selection from an individual point of view

and channel selection management from an

organizational point of view. However, what is more

important than channel selection is the use of

channels in e-services itself. There is a gap between

the desire or selection of service channels and the

actual use of electronic service channels. To find out

the channel selection preferences in actual conditions,

E. Ebbers et al. (2016) conducted a survey using

scenario-based. In contrast to previous research, in

this paper, a literature review will be conducted on the

factors that influence the use of digital service

channels by the public. This research is very

important, because the success of e-government

implementation is determined by citizen orientation,

channel orientation, and technology orientation

(Malodia et al., 2021).

2 THE MATERIALS AND

METHOD

The study was conducted with a systematic literature

review in determining the factors that influence the

use of channels by the public. We used three stages in

conducting the systematic literature review, namely

planning the review, conducting the review, and

reporting the review.

First stage, planning the review, we defined a

research question. The research question for this

study is “What factors are affecting the e-services

channel usage in e-government”.

Second stage, conducting the review, we searched

for primary study. We have done some steps in this

stage. First step, we used keywords to find articles

which related to our study. The keywords are

"channel choice", or "multichannel", or “channel

usage”, and “e-services”, or “e-government services”.

We used Google Scholar as our primary database

because it indexes articles from various sources such

as ScienceDirect – Elsevier, IEEE Xplore and

Association for Computing Machinery Articles.

Second step, we used inclusion and exclusion criteria

to filter the articles. The inclusion and exclusion

criteria are shown in Table 1.

Table 1: Inclusion and Exclusion Criteria.

Inclusion Criteria Exclusion Criteria

Articles written in

English

Articles is not written in

English

Articles published in

journals and

proceedings indexed on

Sco

us.

Articles published in book

chapter.

Articles was published

in the period from 2016

to 2022

Articles published before

2016

Articles discussing

government to citizen

services

Articles discussing

government to government

or government to business

services

After screening articles with these criteria, another

filter was applied in the third step. To confirm articles

meet our research need, we used Quality Assessment

Criteria. In this stage, we filtered articles four

questions. The Quality Assessment Criteria are

showed in Table 2.

Table 2: Quality Assessment Criteria.

Qualit

Control Question Criteria

Does the factors affecting

channel preferences explained in

articles?

Yes: Move to next

question

No: articles will be

exclude

Does the articles discuss

government to citizen services?

or Does the articles discuss

citizen service channel

references?

Yes: Move to next

question

No: articles will be

excluded

Does the articles contain data on

service channel usage (proven

with government data or

secondary data)? or does the

articles discuss the preferences of

service channel users (explained

in methodology: the object was

service users)?

Yes: Move to next

question

No: articles will be

excluded

Does the articles compare the use

of several service channels

provided by the government?

Yes: Articles will be

included

No: Articles will be

exclude

As we shown in Table 2, if the answered is “no” than

articles will be excluded from this study. The paper

will be selected if it has all quality assessment criteria.

Initially, we found 52 articles when we searched

articles by keyword and by inclusion and exclusion

criteria in Google Scholar. But we found that four

articles are inaccessible and ten articles are duplicate.

After screening the articles by quality assessment

Factors Affecting the E-Services Channel Usage in E-Government: A Literature Review

criteria, we found that nine teen articles are meet our

research need.

The last stage is reporting the review. In this stage

We reported the review based on year and publication

type.

3 RESULTS AND DISCUSSION

In reporting the review, we reported by the year and

publication type. They will be showed in Figure 1 and

Figure 2.

Figure 1: Number of Articles per Year.

Figure 1 shows the year of the articles which we

analysed have been published. The highest

publication period is in 2020, followed by 2019.

Figure 2: Publication Type.

Figure 2 shows the type of the publication of

articles which consist of journal articles and

conference article. The majority of publication is in

form of journal article.

Referring to the literature review results of the 19

articles, several factors affecting the channel usage to

access e-Government services were found. These

factors are classified into 5 categories, namely socio-

demographic, individual/personal factors, tasks,

external factors, and technology. These findings are

summarized in Table 3.

Table 3 show that factors that is most discussed in

channel usage is nature of interaction, followed by

age and internet access. Meanwhile, external factors

are the least discussed factors in the study related to

the use of service channels.

The discussion of the factors affecting the service

channel usage are divided into three parts. The first

part is individual internal factors (covering socio-

demography and individual factors), the second is

service channel product factors (covering tasks and

technology), and the third is external factors.

Individual internal factors are divided into two factors

that influence the use of electronic service channels

from the individual side, namely socio-demography

and individual factors. The socio-demography factor

consists of several variables that affect the use of

service channels, namely education, age, gender, and

income. Several studies have shown that the higher

the level of education, the more people prefer to use

electronic channels than face-to-face (Ebbers et al.,

2016; Hooda Nandal & Singla, 2019). Another socio-

demographic factor, age shows that older people

prefer traditional channels (Laenens et al., 2018).

Meanwhile, a study conducted by Rey-Moreno et al.

(2018) and Rodriguez Müller et al (2021) revealed

that there is a difference in the frequency of using

electronic services between men and women, where

men use electronic channels more than women. On

the income variable, a research which has been

conducted by C. Reddick et al. (2020) stated that

income will affect the use of mobile-government

service channels and traditional channels. On the

other hand, Medina Macaya et al. (2019) found that

each type of channel has a specific user profile that

can be categorized based on their income.

In addition to socio-demography, there are

several individual factors affecting the e-service

channel usage. When the habit of using the internet

has been formed among citizens, the tendency of

citizens to use e-service channels in accessing e-

services is getting bigger (E. Ebbers et al., 2016). The

knowledge gained during the use of e-service

channels built on usage experience will increase the

adoption of e-services (Fakhoury & Aubert, 2017). It

is also explained in the channel expansion theory that

this experience will also affect service channel choice

in the community. With the increasing use of

services, the quality and quantity of information

related to service channels provided by the

government can help increase citizen awareness (Wu,

2017). When awareness has been built in the

community, it allows for increased use of service

2016 2017 2018 2019 2020 2021 2022

Number of Articles

Journal Proceeding

Number of Articles

ICOSOP 2022 - International Conference on Social and Political Development 4

channel. Meanwhile, the satisfaction of using the

channel can increase the use of not only electronic,

but also traditional services. The satisfaction depends

on the expected results and user expectations. When

the satisfaction of using e-service channels is

achieved, there will be an increase in the use of e-

services.

For the technological factor, digital skill has no

effect on the e-services channel usage in developed

countries with advanced infrastructure. It because the

habit for the internet has been bulit in the midst of

citizens. However, digital skills, especially internet

skills, are still an important variable for developing

countries in the e-services channel usage because of

the existence of these channels on the internet (W. J.

Pieterson & Ebbers, 2020). Internet access is an

important variable in technology for the e-services

channel usage. In fact, Rodriguez-Hevía et al. (2020)

revealed that the presence of the internet at home will

increase the e-services channel access compared to

access through public facilities. On technological

aspect, trust in the internet also has an influence in

increasing the e-services channel usage.

Regarding the use of service channels, it is

necessary to pay attention to the task factors. These

factors consist of the nature of interaction and ease of

use. Each service channel has a different nature of

interaction, as well as the type of service. Ebbers et

al., (2016) found that the type of interaction needs by

user while accessing services determines the channel

used to access government services. Rey-Moreno &

Medina-Molina (2016b) found that the internet is

only used to obtain initial information. If follow-up is

needed, people will use other channels. In addition,

Distel, (2020) revealed that people are reluctant to use

e-services with types of services that require

interaction in the form of consultations, so it is

necessary to evaluate services before digitizing.

Citizens need personal assistance to access complex

services (Van de Walle et al., 2018; Wu, 2017). For

example, the case reports will be more easily

communicated using traditional channel, such as

telephone lines (Rodriguez Müller et al., 2021). Thus,

the e-service access will increase if the government

provide the right channel for suitable services,

moreover the government can also provide service

assistance to increase the use of electronic channels.

Faulkner et al. (2019) revealed that this personal

service assistance will also assist migration to digital

services with an emphasis on ease of use and benefits.

Table 3: Factors affecting the channel usage to access e-services.

Factors Variables Number of

Article

Reference

Socio-

demographic

Education 3 (Distel, 2020; W. J. Pieterson & Ebbers, 2020; C. Reddick et

al., 2020)

Age 4 (Ebbers et al., 2016; C. Reddick et al., 2020; Rodriguez Müller

et al., 2021; Rodriguez-Hevía et al., 2020)

Gende

2 (W. J. Pieterson & Ebbers, 2020; C. Reddick et al., 2020)

Income 1 (Medina Macaya et al., 2019)

Individual

Facto

Satisfication 2 (Ma & Zheng, 2019; Rey-Moreno et al., 2018)

Experience 1 (Fakhoury & Aubert, 2017)

Awareness 1

(

Wu, 2017

)

Habit 1

(

Aran

oss

, 2018

)

Task Nature of

interaction

5 (Distel, 2020; Ebbers et al., 2016; Rey-Moreno & Medina-

Molina, 2016a; Rodriguez Müller et al., 2021; Van de Walle

et al., 2018)

Ease of Use 2 (Faulkner et al., 2019; Wu, 2020)

External Facto

Social influence 1 (Wu, 2017)

Government

(regulation)

1 (Ramirez-Madrid et al., 2022)

Technology Digital skill 2 (C. Reddick et al., 2020; Rodriguez-Hevía et al., 2020)

Internet access 4 (Aranyossy, 2018; Camilleri, 2019; C. Reddick et al., 2020;

Rodri

uez-Hevía et al., 2020

)

Internet trust 2 (Aranyossy, 2018; C. Reddick et al., 2020)

Benefit 2 (Faulkner et al., 2019; Ma & Zheng, 2019)

Factors Affecting the E-Services Channel Usage in E-Government: A Literature Review

The ease of use of electronic service channels will

also increase the use of electronic services (Wu,

2020).

The last factor, external factor, also has a big role

in the use of electronic service channels. Wu (2017)

revealed that family and colleagues have a big

influence on encouraging the use of certain e-services

channels compared to social media. In addition, the

government as a policy maker also has the authority

to make the e-service channels as the main channel in

public services delivery, which has an impact on

increasing the use of e-services by citizens (Madsen

& Kræmmergaard, 2016). The government needs to

classify citizens regarding what channels they use to

access e-services so that they can provide better

public services (Medina Macaya et al., 2019).

However, the citizen is a determinant of the success

of e-services provided by the government (Alabdallat,

2020). Setting up access to e-services using

multichannel allows to increase the number of service

users (Laenens et al., 2018). The availability of

service access through multichannel is highly

dependent on the capacity of the government as a

service provider, and usually does not consider the

characteristics of service channels (Wirtz & Langer,

2017). In providing e-service and their channels, the

government generally only focuses on the technical

aspects without considering the sociological aspects

of the technology (Dawood Mulung & Rosun, 2017).

The discrepancy between the provision of e-services

and their channels with the needs of the community

can affect the use of e-services by citizens (Thiel,

2016). Thus, regulations that make electronic

channels as the main access to public services must

be accompanied by an evaluation of their needs and

their impacts on citizens.

4 CONCLUSIONS

The factors that influence the use e-services channels

in e-Government consist of socio demography,

individual factors, technology factors, tasks, and

external factors. This study collects various studies on

the e-services channel usage and summarizes them in

several factors that influence the use of electronic

channels in accessing e-government. In contrast to

previous studies which emphasize more on channel

choice and channel preference, this study attempted

to find factors that influence the use of existing e-

service channels. The results of this study can be used

to help increase the use of existing e-service channels.

However, this study also reveals that the provision of

multichannel is still needed. By knowing the user

profile of each service channel through consideration

of the factors studied, the government can increase

service delivery both online and offline. This study

still has many limitations, especially in the use of

database and keywords. Future research can use

different databases and different research objects.

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