Abstract

E-government (EG) has emerged as a critical tool for enhancing efficiency, transparency, and inclusivity in public service delivery. Despite Dubai’s advanced digital infrastructure and global ranking in EG development, adoption remains constrained by citizens’ and officials’ perceptions of risk and insufficient trust mechanisms. This thesis investigates the impact of perceived risk and behavioural intention on the adoption of EG in Dubai, United Arab Emirates.

The research is guided by the Technology Acceptance Model (TAM), Unified Theory of Acceptance and Use of Technology (UTAUT), and Risk Perception Theory (RPT), with a focus on risk dimensions including security, privacy, financial, technical, social, and time risks. A qualitative case study methodology was adopted, employing semi-structured interviews with senior government officials and a private sector collaborator. Data were analysed thematically using NVivo to generate insights into risk perceptions, behavioural intentions, and adoption outcomes.

The findings reveal that concerns over privacy and security are the most significant inhibitors of EG adoption, while trust, perceived usefulness, and institutional transparency serve as key enablers. Furthermore, multilingual support, cross-agency collaboration, and robust legal frameworks were identified as essential for mitigating risk and strengthening adoption.

This study contributes to theory by integrating risk perception into established technology acceptance models, to practice by identifying strategies to enhance trust and usability, and to policy by providing evidence-based recommendations for fostering inclusive and citizen-centred EG services. Overall, the research highlights pathways for Dubai to consolidate its position as a global leader in digital governance.