Dimensions

Factors

References

Technological (TL)

Compatibility (TL1)

Privacy and security (TL2)

Reliability, serviceability, and functionality (TL3)

Interpretability and ease of use (TL4)

Accessibility and availability (TL5)

De Vries et al. (2016) [18] , Rogers (1995 [13] , 2003 [14] ), Abouelmehdi et al. (2018) [19] . Thesmar et al. (2019) [20] , van Noordt & Misuraca (2021) [15] .

Organizational (OG)

Competence of staff (OG1)

Cost of education and training of staff (OG2)

Service collaboration (OG3)

IT infrastructure and data (OG4)

Procurement management (OG5)

Government and top management support (OG6)

Organizational culture (OG7)

Quality of life, quality services and service equity (OG8)

Nilashi et al. (2016) [21] , Stock & Seliger (2016) [8] , Morse (2010) [22] , Edler et al., (2006) [23] , Edquist et al. (2000) [24] , van Noordt & Misuraca (2021) [15] , Bonczek et al. (2014) [25] , Broring et al. (2017) [26] , Cresswell & Sayogo (2012) [10] , Karunasena & Deng (2012) [16] , Pandey et al. (2016) [9] .

Environmental (ET)

Competitive pressure (ET1)

Regulation (ET2)

Clarity of legal issues (ET3)

Sun & Medaglia (2019) [4] , Holzinger et al. (2021) [2] , Lauterbach (2019) [3] ,

Vellido (2019) [27] .

Human (HM)

Creative leadership (HM1)

Satisfaction (HM2)

Ethical issues (HM3)

De Vries et al. (2016) [18] , Lee & Park (2018) [28] , Schrader & Ghosh (2018) [7] .