Factors Affecting the Uptake of E-Government Services on the Government Services Bus (GSB) in Developing Countries. A Case Study of Ministry of Lands and Natural Resources in Zambia

E-Governance addresses many challenges of traditional governance, among them high operational costs, quality and efficiency. The purpose of this study was to firstly identify the major factors affecting the uptake of e-government services on the government services bus (GSB) using the ministry of lands and natural resources as a case study. The second objective of the study was to develop a framework for E-government services based on the Unified Theory of Acceptance and Use of Technology (UTAUT) model. The research adopted the Unified theory of Acceptance and use of technology (UTAUT) model to guide the study. The sample size was 384 of the members of the public who walked into the service centre at Mulungushi house for the counter services, 345 questionnaires were successfully returned. This represented a 90 percent response rate. The data collected was analyzed using descriptive analysis and inferential statistics (Pearson Correlation Coefficient). Pearson Correlation Coefficient was used to determine the relationships between the variables. The hypotheses were accepted as they showed p-values less than 0.005. It thus established that performance expectancy, effort expectancy, social influence and facilitating conditions have an effect on the intention of use and actual use of e-government services. The research further recommended the need for increased awareness of availability of e-government services on the service bus as well as the provision of facilities to access the e-services.