The factors affecting the adoption of e-pacra services through the government service bus: a case study of pacra customers in Lusaka.

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Mwinga, Gift Kozo
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The University of Zambia
The study was conducted to establish the factors affecting the adoption of e-PACRA services through the Government Service Bus. The study adapted the UTAUT model as a conceptual framework to formulate and generate the five hypotheses as determinants and predictors, and the survey questionnaire was used for data collection. The research study assessed the factors affecting the adoption of the e-PACRA services that were provided through the Government Service Bus under the Smart Zambia Institute in order to ascertain and identify whether adoption and actual usage of electronic services were affected by the five constructs/predictors of the UTAUT model. The study was conducted in Lusaka, the capital city of Zambia, and the Cochrane’s Formula was used to derive the sample size of 132. The target population was the PACRA customers that primarily register businesses and use online services. The location, site, and interfaces used to conduct the study were the One-Stop Shop in Lusaka’s CBD and complimentary information from PACRA’s head office and Smart Zambia Institute. The data captured was qualitatively and quantitatively analysed from the structured questionnaires collected from various respondents. The survey questionnaire used was generated based on the UTAUT conceptual model and took into account the five predictors: PE, SI, EE, FC, and BI, to determine the adoption and actual use of the e-PACRA services. The response rate was 100% of 132 respondents through the survey questionnaires, with 85 (64.4%) being male and 47 (35.6%) being female. Parameters included age, educational attainment, employment type, and marital status, which were descriptively represented. The study also used a five-point Likert scale in its questionnaire. The output of the data was eventually analysed by SPSS and the ANOVA test to determine the relationship between variables. Three out of the five (5) hypotheses were accepted as they showed a statistically significant relationship between the variables. These variable constructs, effort expectancy, facilitating conditions, and behavioural intention, represented the building models 2, 4, and 5 in this study. The measure of the p-value was at ≤ 0.05. The research implications suggest how the findings may be important for policy, socio-economic development, practice, theory, and subsequent research. Keywords: PACRA, Smart Zambia Institute, e-PACRA, e-Government, Government Service Bus, UTAUT Model