Critical success factors for m‐Government adoption in Tanzania: A conceptual framework

Abstract The advancement of wireless and mobile technologies has given rise to the mobile government (m‐Government). A new channel of public service delivery using a mobile phone. In Tanzania, several m‐Government initiatives have been undertaken. Among these, some can be said to have succeeded while others are still struggling. The reasons for these variations are not known. This study aimed to capture the critical success factors (CSFs) for the adoption of m‐Government and propose a framework under the Tanzanian context. The study builds upon an extensive literature review methodology based on six electronic databases from 2003 to 2017. The results show that security, usability, access, cost, infrastructure, and personal initiatives and characteristics have the strongest effect on the adoption of m‐Government services. Based on the findings of the critical review, a conceptual framework is proposed by extending the mobile services acceptance model (MSAM). A further finding is that most of the m‐Government adoption research have not considered the environmental setting. Hence, this study calls for more research on m‐Government adoption with consideration to the environmental setting (mandatory or optional environment). The study culminates by providing both practical, theoretical, and policy implications of the findings.