Adoption of E-Government Services in Ukraine

This doctoral research explores the adoption of e-Government services in Ukraine, framing e-Government as a new paradigm of governance based on openness, transparency, efficiency, and competency in delivering public services - with ICT as the enabling tool. Despite its prioritization by the Ukrainian government, e-Government implementation has faced significant challenges, requiring careful understanding and targeted action. Addressing a gap in the literature, this mixed-methods study investigates the perceptions of 409 e-ready Ukrainian citizens - defined as legal-aged Internet users who are potential recipients of digital public services. Through a combination of survey questionnaires and case study interviews, eight key factors influencing e-Government adoption were identified: Awareness Computer literacy Perceived ease of use Perceived usefulness Perceived public value Cultural value preference of uncertainty avoidance Trust in government Trust in the Internet Findings reveal a notable gap between high behavioral intention to use e-Government services and comparatively low actual usage. Among e-ready citizens, the adoption rate was 56.5%, while the overall rate for all legal-aged Ukrainians was just 23.6%. The extended Technology Acceptance Model (TAM) developed in this study explained 42% of the variance in behavioral intentions, but only 2% of the variance in actual use. The research proposes a comprehensive model for studying adoption factors and offers practical recommendations for policymakers, system designers, and implementers. Key actions include raising public awareness, improving service design, and enhancing computer literacy - especially among older citizens. By providing the first in-depth, empirical study of e-Government adoption in Ukraine, this dissertation contributes both theoretical advancements and actionable insights for improving digital governance in transitional and emerging economies.