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Procedia Computer Science 00 (2019) 000–000
www.elsevier.com/locate/procedia

The Fifth Information Systems International Conference 2019

Analysis of Factors Affecting Behavioural Intention to Use E-

Government Services in Rwanda
Leonidas Nzaramyimana, Tony Dwi Susanto*
Department of Information Systems, Institut Teknologi Sepuluh Nopemeber Surabaya 60111, Indonesia

Abstract

E-government application and use is presently a worry for all government administration everywhere throughout the world, from
developed to developing countries including Rwanda. Be that as it may, the utilization of those administration services requires
numerous components from experts to the clients. It is verifiable that ICT is driving numerous tasks and procedures in both open
and private organizations which is a significant feature of globalization. In this paper, we have dissected variables that influence
Social norms to use E-government service to support public institutions in Rwanda on the grounds that the stage of e-government
eventually diminished the rate residents used to request administration services contrasted with the past. After numerous inquiries
concerning such downturn, we have suspected distinguished elements that may be a reason, but we have conceded the investigation
of some which are Behavioural intention, Social influence, Trust internet, Trust e-government and Trust Propensity. An organized
survey was used to gather information from 92 respondents interested in the investigation. The investigation utilized a review as a
strategy for information accumulation. polls sent straightforwardly by means of email and telephone message. The respondents are
the native of Rwanda. The poll was made up with two segments A and B whereby A comprises of demographic questions and
segment B comprises of Likert Scale addresses extending from 1-Strongly agree to 5- Strongly Disagree. Therefore, we have
proposed a model of five variables from the suspected cause of such downturn. Using PLS-SEM 3 student version to process data,
the result is that all dependent variables have direct positive effect to the independent variables to utilize e-government services
supporting government organizations while two factors have demonstrated the proper support for hypothesis toward the intention
to use e-government driven organizations.

© 2019 The Authors. Published by Elsevier B.V.

This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Peer-review under responsibility of the scientific committee of The Fifth Information Systems International Conference 2019

* Corresponding author. Tel.: +62-812-1776-2280; fax: +62-31-596-4965.

E-mail address: tonydwisusanto@is.its.ac.id

1877-0509 © 2019 The Authors. Published by Elsevier B.V.

This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Peer-review under responsibility of the scientific committee of The Fifth Information Systems International Conference 2019
2 Author name / Procedia Computer Science 00 (2019) 000–000

Keywords: Behavioural Intention; E-government; Rwanda; PLS-SEM

1. Introduction

With the expanding utilization of ICTs – for example small scale blogging–, correspondence among governments
and residents (G2C), and among natives themselves (C2C), has additionally moved. Obscured and porous limits of
data exist currently inside interconnected systems and levels [1], and henceforth the presentation of Electronic
Government (e-Gov). The electronic government alludes to government's utilization of innovation, especially online
Web applications to upgrade the entrance to and conveyance of government data and administration to residents,
colleagues, workers, different offices, and government institutions. It can possibly help develop better connections
among government and people in general by making collaboration with resident’s smoother, simpler, and
progressively effective [2]. This plans to break down components that affect the utilization of e-government services
to drive public institutions in Rwanda that has been implemented and the investigation of those elements `and the
relationship between them. The intention to examine these elements came from the unforeseen outcomes of usage that
has yielded. Many researches have been carried out to investigate the same issue, but many were specific on the
technology or platform itself, our own was specific on the user’s perception and drivers that might contribute to the
intention to use e-government services in Rwanda. The findings will help government to better understand the current
factors affecting the use of e-government services in Rwanda and will provide an overview of enhancing the
availability and importance of the platform. This paper is structured as follow: (1) introduction which clearly is a
historical web based services that has led to e-gov.(2) Literature Review where we investigated the past researches
about the variables that make up our model.(3) The methodology used in this research.(4) Results and discussion and
(5) Conclusion.

2. Literature review

Many articles written to e-government and factors that influence the use of it like [3,4,5,6,7,8,9,10] where The
examination investigates the mental factors that lead people to utilize E-taxpayer supported organizations not
exclusively to scan for data yet additionally to make their administrations. In view of the Unified Theory of
Acceptance and Use of Technology, this investigation proposes a model for disclosing the conduct goal to utilize E-
service supported organizations in Kuwait. Another investigation gave proof that dependability and dynamic
citizenship impacts affect social goals to utilize e-services driven organizations in Lebanon. The following
examination built up a novel research structure to recognize the fundamental components influencing the aim to utilize
e-Government administrations. Despite what might be expected, the experimental outcomes bolster that both research
and observational centres ought to be drawn towards dealing with a heap of components (measurements), which
appear to be exceptionally interrelated. later to be appropriately comprehended and connected, e-government and its
determinants should be more extensively examined. Trust is likely a standout amongst the most significant parts of
the usage of e-Government techniques. For e-Government to accomplish its driven goals of having the option to create
and convey high calibre and coordinated open administrations, residents need to confide in the e-Government process.
Another examination investigates the connection between trust in government and trust in e-government stays minimal
considered, and what studies exist do demonstrate some various discoveries. There is a developing body on the
significance of trust in government over the world, yet with some contradiction and with certain investigations taking
note of the significance of lower trust in persuading political support. Trust additionally has been endorsed to have a
noteworthy factor for the take-up of eGovernment administrations and afterward, there are three intriguing variables
− seen handiness, saw usability, and PC self-adequacy dependent on the Technology Acceptance Model (TAM) and
the idea last literatures.

2.1. Behavioural Intention

Behavioural intention or social aim can be characterized as a person's noticeable reaction in a given circumstance
as for a given target. That conduct is a component of perfect expectations and view of social control in that apparent
 Author name / Procedia Computer Science 00 (2019) 000–000 3

social control are relied upon to direct the impact of goal on conduct, with the end goal that a positive aim delivers
the conduct just when seen social control is strong[11]. The people's Behavioural intention to utilize innovations would
be dictated by their frame of mind toward utilization, which would thus be molded by the convenience and the usability
of data frameworks. Action placed that the people's Behavioural intention is controlled by the person's close to home
disposition toward the Behaviour and by the regulating weights that are experienced by people. The standardizing
weight or the abstract standard directly affects the people's Behavioural intention as people might be impacted by
others to utilize technology [12].
This variable has been chosen for this study to measure the degree of individual to engage in self usage of e-
government services.

2.2. Social Influence

It isn't astonishing to hear that a few people are socially affected. Social impact is characterized as how much an
individual sees the significance of the convictions of others that the person in question should utilize the new
framework [13]. It is a significant factor in numerous parts of the lives of citizens and is probably going to be powerful
[13]. Pertinent references, for example, resident's family, partners and companions may influence citizens' choices
[14]. This exploration expects that if e-government clients are affected by their informal organizations, they are bound
to have a solid Behavioural intention to use it [15]. In this manner, we estimate that social impact will apply a
constructive outcome on the intention to use the E-government. Social influence variable is chosen to verify how
people can influence each other to use e-government services.

2.3. Trust Propensity, e-government and Internet Technologies

Dimension of trust on the legislature combined with an abnormal state of trust on Internet prompts a circumstance
where natives may opt to innovations as an aggressive apparatus against the administration services [16]. The use of
e-Government benefits in such circumstances that will prompt unusual and sporadic outcomes. In such a situation, the
citizens will see the e-Government activities with doubt and scepticism. The Internet advances are inadequately
comprehended by huge quantities of individuals, even some of them are a universal piece of day by day life. How far
the inescapability of the new advances is commonly comprehended isn't clear. More especially, terrible individual
encounters, and updates on enormous scale computerization disappointments or deficiencies, may strengthen doubt
or lessen an abnormal state of trust in Internet and in institutions that use them. Even though the citizens participate
with the administration, they are not ready to add to the e-Government activities (because of their absence of trust in
innovations or technologies) subsequently the maximum capacity won't be figured it out. As indicated by [17]
expressed that a person who trusts an element has an inspirational desire for that substance's future conduct. The
individual will coordinate with the substance to achieve a specific objective even though there is a hazard that the
element will get rowdy and incur cost or harm on the person. The substance picks up the person's trust after some time
through rehashed communications profiting the person. From this announcement, it is effectively observed that the
person who has a trust in himself will expect to attempt new things regardless anything. As highlights of online
correspondence could disintegrate or improve trust, it is significant to comprehend what factors, assuming any, can
guarantee that citizen places the suitable dimension of trust in e-government [6]. Exact proof identifying with the
effect of different factors on trust in e-government is meagre and occasionally. Many existing investigations have
included trust in more extensive appropriation models. for example, the innovation acknowledgment model and the
dissemination of development theory [6]. The connection among government and society is shown to open trust in the
capacity to reflect straightforward e-government. In an investigation made by [18], he emphasized that a representation
of an e-equity venture intended to increase lawful mind and comprehension by disentangling existing laws, giving
access to data and administrations as human rights and issues turned around with individuals' lives to upgrade the
picture of clean government. This factor can have numerous effects toward the use of e-government consequently
there must be an extraordinary activation clarifying what the citizens will be beneficiating in it. Trust is a subject of
incredible significance and has been generally contemplated in ongoing decades. Its assorted variety of uses has started
enthusiasm for an assortment of fields of human movement, for example, brain research, human science, authoritative
conduct researchers, anthropologists and political specialists and all the more as of late in the space of data frameworks
4 Author name / Procedia Computer Science 00 (2019) 000–000

and different territories identified with ICTs, for example, web based business, informal organizations , electronic
government, electronic casting a ballot frameworks and multi-operator frameworks among others[19].
To comprehend the variables impacting innovation trust, it is essential to see how the innovation influences citizens
when they use eGovernment administrations. Residents, ordinarily, use the Internet (for example is an open system)
for communicating with an eGovernment site. They may likewise use an outsider who conveys eGovernment services
for citizens, for example, private centres and kiosks [20]. If there is an absence of security at any phase all the while,
the citizens would be probably not use eGovernment as their private and budgetary data must be transmitted to finish
an exchange on the web. In this regard, the issues of security and protection are recognized by numerous specialists
identified that a government needs to increase citizens' trust towards the innovation [9]. Trust propensity, trust in e-
government and trust in internet have been chosen to measure the degree of self-reliance, how citizen trust in newly
adopted platform and how they trust in technologies.

3. Methodology

The study is an analysis in nature of studying the factors affecting the use Government services. The study was
restricted to the citizens or Rwanda. The study has been done on 92 Persons originated from Rwanda. The method to
use in this case we used a quantitative method that determines the trustiness of e-government and behavioural intention
to use.

3.1. Hypothesis

This paper explores the factors that influence the use of e-government services in Rwanda, and the relationship
between both factors will help us to prepare to some of hypothesis.

• H1: Social in fluence factors have directly affect to behavioural intention

• H2: Trust E-Government services directly affect the behavioural intention
• H3: Trust in internet services directly affect the behavioural intention
• H4: Trust Propensity has directly affected behavioural intention

3.2. Sampling and data collection

Questionnaire survey was developed as seen in Table 1 and sent legitimately by means of email and telephone
message. The respondents are resident of Rwanda, and rule of thumb has been utilized to choose the respondents and
the sample size estimate was 92 respondents. The poll was made up with two area for example (A and B) where area
A comprises of statistic questions and segment B comprises of Likert Scale ranging from 1-Strongly Disagree to 5-
Strongly Agree.

Table 1. Constructs and Measurement items.

Variables and measurements items Code

Behavioural Intention
Assuming that I have access to e-government services, I intend to use it. BI1
I would interact with e-government services over the web BI2
I would use e-government to obtain services and information BI3
I would not hesitate to provide information to the e-government. BI4
Social Influence
People who are important to me think that I should use e-government services SI1
I would use e-government services if my friends used them SI2
Interacting with e-government over the web enhances a person’s social status SI3
 Author name / Procedia Computer Science 00 (2019) 000–000 5

Variables and measurements items Code

People who use e-government to obtain services have more prestige than those who do not SI4
Trust E-Government
I expect that e-government services will not take advantages of me TEGOV1
I believe that e-government services are trustworthy TEGOV2
I believe that e-government services will not act in a way that harms me TEGOV3
I trust e-government services TEGOV4
Trust Propensity
I generally do trust other people. TPROP1
I generally have faith in humanity. TPROP2
I feel that people are generally reliable TPROP3
I generally trust other people unless they give me reason not to. TPROP4
Trust Internet
The internet has enough safeguards to make me feel comfortable using it to interact with
TI1
the e-government services.
I feel assured that legal and technological structures adequately protect me from problems
TI2
on the Internet.
I feel secure sending sensitive information across the internet. TI3
In general, the internet is now a robust and safe environment in which to transact services
TI4
with the e-government.

3.3. Measuring of structure and measurement of model

Inner model and outer model were estimated to test the fitness of the model utilizing tests convergent and
Discriminant validity through PLS-SEM 3 Students Version (See Fig.1). PLS is a powerful tool to quantify the
structural equation modelling. Especially with constrained members and slanted information appropriation [21]. From
the reality above [21] along these lines in estimation model the measures were dependability, Discriminant validity,
and discriminant legitimacy. Additionally, the basic model the measures were R2 (explained variance), f2 (impact size)
and Q2 (Predictive relevance).

Fig. 1. Proposed Model of this Research.

6 Author name / Procedia Computer Science 00 (2019) 000–000

4. Results and discussion

For this situation our investigation is reflective where validity and reliability ought to be analyzed [22].in reliability
the test is indicator reliability which is obtained by squaring every outer loadings respectively, the preferred value
must be 0.7 or higher, for this situation outer loading must be greater than 0.708 [22].
For internal consistency reliability, Cronbach's alpha is utilized to gauge regularly in sociology looks into, yet it
will in general give in preservationist estimations in PLS-SEM. Earlier writing has recommended the utilization of
"Composite reliability" as substitution, the estimation of composite dependability ought to be 0.7 or higher. In
Discriminant validity, the estimation of convergent validity (AVE) ought to be 0.5 or higher [23]. At long last, in
discriminant validity, the test is for AVE numbers and latent variables, considering [24] the square root of AVE of
each latent variable ought to be than the relationship among the idle factors, that is known as Fornel-lacker. Table 2
demonstrates reflective of the outer model of our proposed model using Smart PLS 3 students’ version and Table 3
demonstrates the Fornell-larcker basis investigation for checking discriminant validity.
Once Smart PLS was running, the principal results were not substantial for some constructs and items, where there
have been another run and after that the information turned out to be clearly reliable and valid outcomes. From the
procedure, a portion of the item (TEGOV1=0.369 and SI2=0.634) from the latent variables TRUST
E_GOVERNMENT and SOCIAL INFLUENCE were dropped out, this is because of the paradigm that the indicator
reliability quality was under 0.4, while the remainder of the show were reliable in light of the fact that the indicator
reliability is more than the prescribed estimation of 0.4, some are close and other are over the favoured dimension of
0.7 [25].

Table 2. A reflective measure of the outer model.

Constructs Variables Loadings IR AVE CR Results

BEHAVIOURAL INTENTION BI_1 0.884 0.781 Reliable
BI_2 0.904 0.817 Reliable
0.766 0.929
BI_3 0.904 0.817 Reliable
BI_4 0.804 0.646 Reliable
SOCIAL INFLUENCE SI_1 0.884 0.781 Reliable
SI_3 0.793 0.629 0.680 0.864 Reliable
SI_4 0.793 0.629 Reliable
TRUST PROPENSITY TPROP_1 0.912 0.832 Reliable
TPROP_2 0.933 0.870 Reliable
0.805 0.943
TPROP_3 0.907 0.823 Reliable
TPROP_4 0.834 0.696 Reliable
TRUST E_GOVERNMENT TEGOV_2 0.901 0.812 Reliable
TEGOV_3 0.895 0.801 0.820 0.932 Reliable
TEGOV_4 0.920 0.846 Reliable
TRUST INTERNET TI_1 0.877 0.769 Reliable
TI_2 0.869 0.755 Reliable
0.699 0.902
TI_3 0.790 0.624 Reliable
TI_4 0.803 0.645 Reliable

Considering the Fornell-larcker rule in Table 3, the discriminant validity measure recommended as the square root
of AVE in each construct can be utilized to set up discriminant if the value is bigger the other correlation diagonally.
For instance, from the above table the construct AVE of BEHAVIOURAL INTENTION, SOCIAL INFLUENCE,
TRUST E_GOVERNMENT, TRUST INTERNET and the TRUST PROPENSITY found to have square root of 0.875,
0.824, 0.906, 0.836, and 0.897 respectively, these values are bigger than their correlation values of their separate
sections. In this way, the outcome demonstrates that the Discriminant validity is settled as appeared in the above Table
3.
 Author name / Procedia Computer Science 00 (2019) 000–000 7

Table 3. Discriminant Validity test (the Fornell-larcker).

BI SI TEGOV TI TPROP
BI 0.875
SI 0.537 0.824
TEGOV 0.793 0.530 0.906
TI 0.628 0.514 0605 0.836

TPROP 0.558 0.399 0.605 0.513 0.897

For the basic model, the measure is R2 (explained variance), f2 (effect size) and Q2 (Predictive relevance) [26][21].
The scope of R2 is from 0 to 1 which abnormal states demonstrating a more elevated amount of prediction accuracy,
the estimation of 0.75, 0.50 and 0.25 can be depicted as substantial, moderate and weak [26]. The current correlation
between the dependent variable and independent variable shown by various R and its statistical significance at p<0.05.
table below demonstrates a summary of coefficient of determination of our model. The value R2 in our proposed model
is 0.674 implying that the model is very fitted, and it covers over half. Table below demonstrates the coefficient of
determinant with R2 value together with R2 adjusted. The effect size f2 enables us to watch the impact of each
exogenous construct on the endogenous construct, estimation of 0.02, 0.15 and 0.35 represent to small, medium and
large impact of the exogenous inactive variable [26].

Table 4. The coefficient of Determination of the proposed model.

R R Square R square Adjusted

BEHAVIOURAL INTENTION 0.820 0.674 0.659

In predictive relevance Q2 the assessment of R2 value as basis of predictive accuracy we ought to likewise inspect
Stone-geisser's Q2 value, the value is more noteworthy than 0, shows that the model has relevance [22]. The table
below demonstrates the summarized results of the inner model for the examined model. The t-statistical was assumed
for the significance of model of 97% assurance level, with BEHAVIOURAL INTENTION dependent variables of our
model as predicators. Ordinary least relapse (OLS) can be utilized to decipher the individual path coefficient by
institutionalizing the beta coefficient. One-unit change of exogenous constructs changes the endogenous construct by
the measure of the path coefficient while everything else stays steady path coefficient will be significant at the T-
Statistics is bigger than 1.96 at p<0.05 [27].

Table 5. Summary of T-Statistics of path of coefficient (inner model).

Construct relation P(β) t-value p-value Results

SOCIAL INFLUENCE->BEHAVIOURAL
0.105 1.347 0.178 Not Support
INTENTION
TRUST E_GOVERNMENT->BEHAVIOURAL
0.584 8.295 0.000 Support
INTENTION
TRUST INTERNET->BEHAVIOURAL
0.186 2.090 0.037 Support
INTENTION
TRUST PROPENSITY->BEHAVIOURAL
0.068 0.859 0.391 Not Support
INTENTION

Nonetheless, all variables have positive path coefficient, this implies that they all have positive effect on
BEHAVIOURAL INTENTION as it is shown in Table 5 above. The relationship between the inner model and outer
model will be noteworthy when T-Statistics are bigger than 1.96 and p-value are under 0.05 at a significant of level
8 Author name / Procedia Computer Science 00 (2019) 000–000

5%. The relationship (SOCIAL INFLUENCE->BEHAVIOURAL INTENTION, TRUST INTERNET-

>BEHAVIORAL INTENTION, TRUST PROPENSITY->BEHAVIOURAL INTENTION) do not support the
proposed theory in the applied model, in this way, the hypothesis H1 and H4 are rejected however we accept the
hypothesis H2 and H3 which are significant.

5. Conclusion

In this investigation, Analysis of factors affecting Behavioural intention to use e-government services in Rwanda.
we broke down five elements and we quantified the relationship among them toward the utilization of E-government
driving public institutions in Rwanda. The outcomes from this investigation covered from a proposed model which is
a construct of five components, two factors have a steady supportive significant on citizens Behavioural intention to
use e-government services in Rwanda.
This investigation will improve the comprehension of variables that impact the utilization of e-government
supporting public institutions in developing countries like Rwanda and can be applied to the other developing nations
to test a similar hypothesis, especially with regards to confiding in administration-based innovation. along these lines,
future research ought to analyze why citizens would not utilize E-government driven organizations while they are
available for use, and thus research ought to use a bigger sample measure and other various elements, techniques and
methodologies to discover what truly caused the downturn of administration services which were highly demanded
before the implementation of the e-government platform, further tests can be led on different respondent's gatherings.
This paper recommends the government of Rwanda to make internet technologies and new government innovation
like e-government services trustworthy as it has been investigated that they are main factors that influence to not use
them.

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