Assessing citizens’ non-adoption of public e-services in Germany

Dados Bibliográficos

ID6149028
AutoresBettina Distel (0000-0002-6055-9784, autor correspondente)
Ano2020
Volume25
Fascículo3
Páginas339-360
Data de publicação2020-04-14
Peer ReviewedSim
Open AccessNão
TipoARTICLE
PeriódicoInformation Polity (JOURNAL)
Identificadores do periódicoISSN: 1875-8754 • E-ISSN: 1570-1255
EditoraIOS Press (PUBLISHER • NL)
DOI10.3233/ip-190214
OpenAlexW3016822648
IdiomaEN
Citações recebidas5
Referências citadas51

The amount of acceptance literature stands in sharp contrast to the persistently low adoption rates of public e-services in most European countries. Despite huge investments on the one hand and a vast body of literature on success factors on the other hand, citizens are surprisingly uninterested in the use of public e-services. However, only few studies explicitly address phenomena of resistance or non-adoption. In order to explain citizens’ non-adoption and adoption of public e-services, this article builds on the Inhibitor Theory as an analytical framework, based on which a dual factor-model is proposed and tested with survey data from 495 German citizens. The results of this study indicate that non-adoption of public e-services is less driven by technical issues than suggested in current literature. Instead, the need for personal consultation and status quo bias are the strongest predictors of citizens’ non-adoption

Business · Dual (grammatical number · E-services · Geography · German · Order (exchange · Political science · Public relations · Status quo · Status quo bias · Survey data collection · E-Government and Public Services · ICT Impact and Policies · Social Media and Politics · Marketing