Challenges of e-Service Adoption and Implementation in Nigeria: Lessons from Asia

Authors: Kazeem Oluwakemi Oseni, Kate Dingley

Abstract:

e-Service has moved from the usual manual and traditional way of rendering services to electronic service provision for the public and there are several reasons for implementing these services, Airline ticketing have gone from its manual traditional way to an intelligent web-driven service of purchasing. Many companies have seen their profits doubled through the use of online services in their operation and a typical example is Hewlett Packard (HP) which is rapidly transforming their after sales business into a profit generating e-service business unit. This paper will examine the various challenges confronting e- Service adoption and implementation in Nigeria and also analyse lessons learnt from e-Service adoption and implementation in Asia to see how it could be useful in Nigeria which is a lower middle income country. From the analysis of the online survey data, it has been identified that the public in Nigeria are much aware of e-Services but successful adoption and implementation have been the problems faced.

Keywords: Adoption, Asia, e-Government Service, Implementation, Nigeria.

Digital Object Identifier (DOI): doi.org/10.5281/zenodo.1338042

References:

[1] Adeyemo A.B (2011) E-government implementation in Nigeria: An assessment of Nigeria's global e-government ranking Journal of internet and information system Vol. 2(1), pp. 11-19, Available online at http://www.academicjournals.org/JIIS
[2] Ake Gronlund and T.A Horan (2004) "Introducing E-government: History, Definitions and Issues, Communications of the Association for Information Systems, Volume 15, Page 713-729.
[3] Akinwumi, Olayemi (2005) Crises and Conflicts in Nigeria: A Political History since 1960. The Journal of Conflict Studies Vol. 25, No 2.
[4] Aljazeera news (2014) Nigeria becomes Africa's largest economy, accessed on the 15th Oct, 2014. Available at http://www.aljazeera.com/ programmes/countingthecost/2014/04/nigeria-truly-strong-economy- 2014418134434573256.html
[5] Asiimwe, Edgar Napoleon and Lim, Nena (2010) “Usability of Government Websites in Uganda” Electronic Journal of E-government, Volume 8, Issue 1, Page 1-12.
[6] Ayoola T. J (2013) The effect of Cashless Policy of Government on Corruption in Nigeria, The International Review of Management and Business Research, Volume 2, Issue 3.
[7] Almarabeh, Tamara and Abu Ali, Amer (2010) A general framework for e-Government: Definition Maturity Challenge, Opportunities and Success, European Journal of Scientific Research, Volume 39, Issue 1, page 29-42.
[8] Castellan, Catherine M. (2010) Quantitative and Qualitative Research: A View for Clarity, International Journal of Education, Vol. 2, No. 2
[9] Danish Dada (2006) “The failure of e-Government in Developing Countries: A Literature Review” The Electronic Journal on Information Systems in Developing Countries, Volume 26, Issue 1. Page 1-10
[10] Federal Republic of Nigeria website available at http://www.nigeria.gov.ng/ accessed on the 17th October 2014.
[11] Gajendra Sharma, Xi Bao and Wang Qian (2012) Empirical Investigation on Adoption of e-Governance Services in Developing Countries and Ethical Issues, International Journal of Advanced Research in Computer Science and Software Engineering 2 (12), December - 2012, pp. 19-27.
[12] Gilbert D. and Balestrini P. (2004) Barriers and benefits in the adoption of e-government, The International Journal of Public Sector Management, Volume 17, No. 4, page 286-301.
[13] Hardoy, J. E., Mitlin, D., & Satterthwaite, D. (2014). Environmental problems in an urbanizing world: finding solutions in cities in Africa, Asia and Latin America. Routledge.
[14] Heeks Richard and Savita Bailur (2007) "Analyzing e-government research: Perspectives, philosophies, theories, methods, and practice." Government information quarterly 24.2, pp 243-265.
[15] Hillier, M. (2003) “The role of Cultural context in multilingual website usability” Electronic Journal of Commerce Research and Applications, Volume 2, Number 1, page 2-14.
[16] Joel Barkan (2009) Legislative Power in Emerging African Democracies, ISBN: 978-1-58826-688-0, USA.
[17] Kaliannan, M., & Awang, H. (2010). Adoption and use of e-government services: a case study on e-procurement in Malaysia. WSEAS Transactions on Business and Economics, 7(1), 1-10.
[18] Kolsaker, A, and Lee-Kelley, L. (2009) “Singing from the Same Hymnsheet? The Impact of Internal Stakeholders on the Development of e-Democracy.” Electronic Journal of e-GovernmentVolume 7 Issue 2, (pp. 155 - 162), Available online at www.ejeg.com
[19] Margaret Tan, Deng Xiaoai, Yang Qiushi and Cheng Chen (2013) AN Investigation of e-Government Services in China, The Electronic Journal of Information Systems in Developing Countries (EJISDC), Volume 57, Issue 5, page 1-20.
[20] Lagos State Government, Nigeria website available at http://www.lagosstate.gov.ng/ accessed on the 19th October 2014.
[21] Lau, E. (2003) Challenges For E-government Development, 5th Global Forum on re-inventing Government, Mexico City, 5th November, 2003.
[22] Mohammed Alshehri and Stew Drew (2010) “Challenges of e- Government Services Adoption in Saudi Arabia from e-Ready Citizen Perspective” Journal of World Academy of Science, Engineering and Technology, Vol. 4, No. 6.
[23] Mundy, D and Musa, B (2010) "Towards a Framework for e- Government Development in Nigeria" Electronic Journal of e- Government, Volume 8, Issue 2, PP148-161.
[24] Roland T. Rust and P.K Kannan (2003) e-Service: A New Paradigm for Business in the Electronic Environment, Communications of the ACM June 2003, Volume 46, No. 6.
[25] Roztocki, N and Weistroffer, H.R. (2008) Information Technology in Emerging Economies, Information Technology for Development, 14, 1, 1-10.
[26] Ruyter Ko De, Martin Wetzels and Mirella Kleijnen (2001) “Customer adoption of e-service: an experimental study” International Journal of Service Management, Volume 12, No. 2, pages 184-207.
[27] Schwester, R. (2009). Examining the Barriers to e-Government Adoption. Electronic Journal of E-government, 7(1)
[28] Sukasame, N. (2004) "The development of e-service in Thai government." BU Academic Review 3.1, page17-24.
[29] Susanto, T.D and R. Goodwin (2010) “Factors Influencing Citizen Adoption of SMS Based e-Government Services” Electronic Journal of e-Government, Volume 8, Issue 1, pages 55-71.
[30] Surjadjaja, H., Ghosh, S., & Antony, F. (2003) “Determining and assessing the determinants of e-Service operations.” Managing Service Quality Journal, Volume 13 (1), pages 39-53.
[31] The e-readiness rankings (2005), "a white paper from the Economist Intelligence Unit", accessed on 3rd October, 2014 and available at (http://graphics.eiu.com/files/ad_pdfs/2005Ereadiness_Ranking_WP.pdf )
[32] The Economist Newspaper (2014) available at http://www.economist.com/news/leaders/21600685-nigerias-suddenlysupersized- economy-indeed-wonder-so-are-its-still-huge, accessed on the 29th October, 2014.
[33] The Independent newspaper (2014), available at http://www.independent.co.uk/news/business/news/move-over-americachina- overtakes-us-as-worlds-biggest-economy-kind-of-9783050.html, accessed on the 14th October, 2014.
[34] The Irish Times (2014), available at http://www.irishtimes.com/ business/economy/china-sort-of-overtakes-us-as-biggest-economy- 1.1959353, accessed on 14th October, 2014.
[35] United Nations (2014) E-government Survey, E-government for the future we want, New York, USA.
[36] Victor E. Dike (2003) Corruption in Nigeria: A New Paradigm for Effective Control, accessed 12th October 2014.
[37] Vishanth Weerakkody, Ramzi El-Haddadeh and Shafi Al-Shafi (2011) "Exploring the complexity of e-government implementation and diffusion in a less developed country: Some lessons from State of Qatar", Journal of Enterprise Information Management, Vol. 24, Issue 2, pp. 172 -196.
[38] Questionnaires (2014) on challenges confronting e-Service adoption and implementation in Nigeria, available at https://docs.google.com/forms/ d/10xkRpXdBitjHjCD8VY7uOPQ6Akt5FSIs96icEHbqRQU/viewform? edit_requested=trueThank you
[39] World Bank (2004) World Development Report, New York, Oxford University Press.
[40] World Atlas, available at www.worldatlas.com/webimage/ countrys/as.htm, accessed on the 27th October, 2014.