Investigating public sector online communication channel adoption and usage amongst older adults: A UK local government perspective A thesis submitted to the University of Hertfordshire in partial fulfilment of the requirements for the degree of Doctor of Philosophy By Ukamaka Chikaodili Nwanekezie Management, Leadership and Organisation Business School University of Hertfordshire November 2018 Ukamaka Nwanekezie (2018) Abstract Since governments around the world are moving away from conventional ways of face to face communication to a more digital approach when delivering services to their citizens. Advancements in using novel information and internet technology e.g. Online Social Networks (OSN) for communications has become a fast-developing strategy in the public sector of the economy. However, research has found that not all the citizens use these online tools; thereby, causing a digital divide. A societal demographic group causing immense concern for governments, organizations and society is the ageing population. It is also this group that is not extensively investigated in e-government research. Recognising the role of older adults in the society and for e-government research, the aim of this research is to identify, explore and understand the factors that encourage older adults of 50 years old and above to continue using a particular online communication channel (Facebook versus Email) when interacting with the government. For this purpose, a conceptual framework was developed which was the Model of Online Communication Channel (MOCC) based on the Expectation Confirmation Theory (ECT), Unified Theory of Acceptance and Use of Technology (UTAUT) and Channel Expansion Theory (CET) along with service quality and trust factors. To achieve this aim, a quantitative research approach was employed for the data collection process to test the MOCC model. The data collection process was carried out in three phases namely; the content validity, pilot phase and final phase. The data was collated using an online survey tool (SurveyMonkey) which resulted in 222 completed response for the pilot and 1014 completed response for the final data collection. Findings revealed that older adults will continue using a particular online communication channel to interact with the government if they have good knowledge and previous experience of using an online communication medium for interaction. Equally, having a strong satisfactory experience with a medium will encourage them to trust and use that particular online communication medium when interacting with the government. Most significantly, the consequences of ailments being suffered by older adults impacted on their continuance intention to use an online communication channel for interaction. 1 Investigating public sector online communication channel adoption and usage amongst older adults: A UK local government perspective Ukamaka Nwanekezie (2018) Additionally, to validate and verify the results obtained from the quantitative data collated, an evaluation study was carried out using a qualitative research approach in form of telephone interview. In summary, this research study contributed to the growing research body of Information Systems (IS) knowledge on adoption and continuance usage of technology. Moreover, this research would benefit industry by informing providers of online communication channels to the government to be aware of the factors that influence older adults’ choices when interacting with the government. In so doing, the public sector providers of ICT can learn whether the provided services and products are indeed being accepted by citizens, more than it is recognised as one that is disadvantaged. The major implication of this study is that it provides information with regards to the generational difference within this age segment i.e. 50 years and above. This would help the government determine the best strategy to employ while tackling this issue. Finally, due to the limitations of time, finance and manpower research findings could not be nationally representative of the UK. They are only representative of a single group of society residing in an affluent area of the UK which is Hertfordshire. Keywords: Public sector, Older adult, Adoption, Usage, United Kingdom 2 Investigating public sector online communication channel adoption and usage amongst older adults: A UK local government perspective Ukamaka Nwanekezie (2018) Dedication I DEDICATE THIS THESIS TO MY WONDERFUL PARENTS, SIR NELSON OBIANO AND LADY OGECHUKWU OBIANO. Thank you. 3 Investigating public sector online communication channel adoption and usage amongst older adults: A UK local government perspective Ukamaka Nwanekezie (2018) Acknowledgements First and foremost, I want to thank God Almighty for giving me the grace to start this PhD study and finally, bringing me to the end of the programme. My utmost gratitude goes to my principal supervisor, Prof. Jyoti Choudrie. Thank you so much for giving me this great opportunity to work with you as your PhD student. You gave me all the support, expertise and advice I needed throughout this programme not just as my supervisor but as a friend. You even went beyond the student -supervisor relationship just to make sure everything is alright with myself and my family. You believed in me and I am happy I did not disappoint you. I will ever remain grateful and it was a pleasure working with you and an honour to be your doctoral student. I will also like to thank my second supervisor Dr Neil Spencer and my third supervisor, Dr Mariana Dodourova for their feedbacks on my work throughout my programme. I really do appreciate you all. To my dearest parents, thank you so much for the support you gave to me both financially and otherwise throughout this programme. Daddy and mummy, I will always be indebted to you for the care and love you have shown to me as your loving daughter. To my darling siblings, Chinelo, Emeka, Ifeoma, Obinna, Ujunwa and Ekene, thank you for also being my source of motivation. To my wonderful parents -in-law, thank you for accepting me as your daughter and always being there to support me throughout this PhD journey. I could not have asked for a better parents-in-law. My deepest appreciation goes to my lovely husband, Nnamdi. This PhD study would not have been a success without you. Thank you for your encouragement, support, advice and most especially, your time in making sure that I succeed in this journey. It was not an easy one for me, but you made it simple by believing that I was capable of achieving my dreams. I love you my dearest. 4 Investigating public sector online communication channel adoption and usage amongst older adults: A UK local government perspective Ukamaka Nwanekezie (2018) To my darling children, Emma, Michael, Gabriel and Danielle, you have been my source of inspiration and to think I had you all throughout this doctoral programme and still stayed focused was a wonder to me. I really love you all. To my brothers and sister’s in-law, I cannot forget your great contributions towards the success of my PhD programme. To Nma, thank you for your assistance in every possible way that helped to bring this journey to an end. I will never forget your encouraging words. I do really appreciate you my darling. To Uche, I started this PhD study through your recommendation and you have been there every step of the way to make sure that it was a success. Nnem, thank you so much for everything. To Ikenwannem and Onyedika, thank you for your support in every way. To Eric and Ikenna, thank you for your kind words and assistance in every way. To my little angels, David, Nicole and Louis, you all were there all the way and Aunty loves you all. This research study was based on quantitative data that was provided by residents of Hertfordshire county who voluntarily filled up the questionnaire. Thank you so much for your time and effort. Finally, I want to thank the University of Hertfordshire staff for their time in contributing positively towards my doctoral programme. Many thanks to you all. 5 Investigating public sector online communication channel adoption and usage amongst older adults: A UK local government perspective Ukamaka Nwanekezie (2018) Table of content Abstract................................................................................................................................. 1 Dedication ............................................................................................................................ 3 Acknowledgements .......................................................................................................... 4 Table of Content ................................................................................................................. 6 List of Figures ................................................................................................................... 10 List of Tables ..................................................................................................................... 11 List of Abbreviations ...................................................................................................... 12 Publications ...................................................................................................................... 13 Chapter 1: Introduction to the study ........................................................................ 14 1.1 Introduction to chapter ..................................................................................................