Determinants of Citizens' Use of m‐Government Services: An Extended UTAUT Model

The effectiveness of mobile government (m‐government) initiatives relies not only on technological readiness but also on citizens' willingness to engage with digital public services. This research examines the psychological and contextual factors that influence citizens' use of m‐government services in India, utilizing an extended Unified Theory of Acceptance and Use of Technology (UTAUT) framework. The study tests hypothesized causal relationships among key constructs, including performance expectancy, effort expectancy, social influence, mobile self‐efficacy, perceived trust, and perceived service quality, to understand their effects on attitudes, intentions, and actual usage. A purposive sampling method was used, distributing 800 printed questionnaires to active users of m‐government services across South India, of which 407 valid responses were obtained. Structural Equation Modeling (SEM) with Smart PLS 4 was applied to analyse the proposed relationships. The findings indicate that performance expectancy, social influence, and self‐efficacy significantly shape citizens' intentions and attitudes, while trust in government and perceived service quality act as essential drivers of digital engagement. Effort expectancy has a minor impact. Attitudes and intentions serve as key mediators between antecedent factors and actual usage. These results provide practical insights for public administrators and policymakers seeking to enhance citizen‐focused digital service delivery. The study contributes to the literature on digital governance by emphasizing hypothesis‐driven analysis of demand‐side behavioral factors critical for the success of m‐government initiatives in developing contexts.