Mandatory use of national Information systems in government: an extended UTAUT perspective

Technology acceptance and use has been well researched in the past, particularly where usage was voluntary. This research study investigated factors that influence acceptance and use of technology in a mandatory setting. The study investigated previous studies in literature that have investigated acceptance and use in mandatory setting and suggested additional factors that contributed in the acceptance and use of technology in mandatory setting. This research model adapted UTAUT and added Reward Expectancy and IT Compliance Behaviour constructs. While Venkatesh et al. (2000) indicated that punishment acted as a catalyst for Technology use, Punishment Expectancy is explicitly depicted as a construct in the adapted model for this study. The research was a quantitative study that surveyed users of the National Information Systems in a government department in South Africa. A sample size was a larger user group with 130 respondents from the three Information Systems and it was considered for the analysis. Results indicated that Performance Expectancy, Effort Expectancy and Facilitating Conditions had effect on the usage of mandatory national information systems. The research model will serve as a guiding framework for empirical assessment of IT acceptance and usage in mandatory environments. The practitioners will find that users of mandated systems expect organizational and technical support. Managers responsible for implementing policies will find that IT compliance behaviour is influenced by the policies. Management in organizations that have mandatory information systems will find that users’ expectation of rewards have effect on IT compliance behaviour. It is recommended that Facilitating Conditions be further investigated in future research as this construct indicated a weak effect on the usage of the mandatory system. Punishment Expectancy was also recommended for investigation in future research as it was not supported in this study which was inconsistent with previous study in mandatory settings.
Research Report Submitted in partial fulfilment of the requirements for the Degree: Master of Commerce in Information Systems At The School of Economic and Business Sciences Faculty of Commerce, Law and Management University of the Witwatersrand, Johannesburg, September 2018
Moletsane, Sehloho Brian (2018) Mandatory use of National Information systems in Government:an extended UTAUT perspective, University of the Witwatersrand, Johannesburg, <>