Study on User Acceptance of Resident Behavior for E-Government Services in Macao: Macao One Account Study

This dissertation investigates the key factors influencing citizens to adopt e-government services
in Macao, focusing on the Macao One Account platform. Using the Unified Theory of
Acceptance and Use of Technology (UTAUT) framework, the study examines factors such as
Performance Expectancy, Effort Expectancy, Social Influence, and Facilitating Conditions, with
additional factors including Trust and Perceived Risk. This study is essential to provide a
guideline for adopting e-government services effectively, helping policymakers and government
entities optimize digital platforms for improved service delivery and user engagement.
The research employed a quantitative methodology. The survey data was collected through an
online survey in Google Forms distributed to Macao residents who use the Macao One Account
platform. The responses of the 126 respondents were analyzed using descriptive statistical
methods to identify trends and relationships between the key constructs.
The findings reflect that performance expectations, effort expectations, trust, and facilitating
conditions are the most influential drivers, with social influence playing a more moderate role.
Perceived risk is low, indicating minimal concerns about security or privacy. Usability is an
important driver, as most respondents find the platform easy to learn and use. Additionally, the
users’ attitudes to the e-government platform could be affected by their trust in the government;
reducing risk and increasing confidence can improve the platform's reliability to users.
This study shows the need to improve the e-government platform by focusing on users. It
includes making it easier to use, building trust with strong data protection, and making it
accessible to all citizens. These results give ideas for adopting e-government in Macao and offer
simple steps for policymakers to create more inclusive digital services.