Applying the technology acceptance model to a Spanish City Hall

• We examine the relationship between technology enablers and the adoption of e-government services.
• Each phase of e-government requires a different set of processes.
• Attitude is a key factor that influences user acceptance of e-government services.
• E-government solutions require the selection and organisation of information as prior steps.

This paper examines the relative importance and significance of the four technology enablers introduced by Davis (1989) in the technology acceptance model (TAM) (perceived ease of use, perceived usefulness, attitude towards using and behavioural intention) for use on four different levels of citizen engagement in e-government (null, publish, interact and transact). An extended technology acceptance model (TAM) is developed to test citizen engagement towards online e-government services from a sample of 307 citizens who used the benefits advisor tool within a Spanish City Hall. Although the proposed model follows TAM and explains the intention towards the actual use of e-government by postulating four direct determinants, “A, PU, PEOU and BI” have been considered as parallel processes, meaning that each can have separate influence in different levels of citizen engagement. To achieve this goal, a multinomial logistic regression is developed and tested to confirm the explanatory power of the four technology enablers on the four different levels of e-government. Our findings further suggest that in order to implement e-government, some of the enablers matter more than others to move from one level of citizen engagement to another. The main contribution of the paper is to question the use of existing models which seek to represent the relationship between technology enablers and the adoption of e-government services without considering their impacts on citizens’ engagement. The implications of the findings are discussed and useful insights are provided in relation to policy recommendations geared to create appropriate conditions to build citizens’ engagement intent of use of e-government services.