Evaluation of the UTAUT model for acceptable user experiences in e-Government physical and virtual identity access management systems

Abstract

The modern world is populated with a great many physical and virtual IAMS (Identity Access Management Systems), where people need to maintain various login credentials. There is a key issue associated with this approach, which is the ability to remember this information; however, this can be circumvented to some degree through utilising an innovative approach of a single sign-in mechanism. Throughout the course of recent times, a number of different systems have been developed in order to deliver both virtual and physical IAMS. Moreover, in addition to a greater level of awareness to ensure interoperable virtual and physical IAMS are implemented, there is a pressing urgency for clear guidelines to be devised relating to the integration of: security, comprising identity; user experience, involving usability; and acceptability, encompassing accessibility. Very few models adhere to such guidelines; therefore, this paper seeks to deal with the pressing need to devise, implement and evaluate a model for acceptable user experience, enabling the successful integration of physical and virtual public services in an e-government context. In regard to the users’ assessment, which tests the suggested Unified Theory of Acceptance and Use of Technology (UTAUT), it was observed that there is an indirect impact on behavioural intention to utilise a new prototype system (Ubiquitous Identity Access Management System ”UbIAMS” ) through various factors, namely effort expectancy, performance expectancy and social influence, as well as through items relating to acceptability and user experience

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