An integrative model of e-government adoption: the impact of performance expectancy, social influence, facilitating conditions, perceived risk, and technological literacy on attitude and behavioral intention

Introduction This study investigates the determinants of citizens’ attitudes and behavioral intentions toward using local e-government services, focusing on digital civil registration services provided by the Department of Population and Civil Registration (Disdukcapil) in Pekanbaru City, Indonesia. Building on TAM and UTAUT, the model incorporates perceived risk and technological literacy to capture trust- and capability-related factors in high-stakes public services. Methods Data were collected through a questionnaire-based survey of 246 citizens with prior experience using Disdukcapil e-services and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). Results Attitude strongly predicts behavioral intention ( β = 0.844, p 0.001). Attitude is primarily shaped by perceived risk operationalized as lower perceived risk/higher perceived security ( β = 0.525) followed by technological literacy ( β = 0.302) and facilitating conditions ( β = 0.098). Performance expectancy, effort expectancy, and social influence do not have significant effects. The model shows substantial explanatory power ( R 2 = 0.842 for attitude; R 2 = 0.712 for behavioral intention). Discussion Findings underscore the central role of perceived security/risk reduction and citizens’ digital capability in shaping adoption of local e-government services in high-consequence contexts. Practical efforts should prioritize strengthening system security assurances, improving digital literacy, and ensuring adequate support conditions to enhance citizens’ positive attitudes and intentions to use e-government services.