Explaining non-adoption of electronic government services by citizens

A study among non-users of public e-services in Latvia

Bibliographic Data

ID6149220
AuthorsSteven Van De Walle (0000-0003-1531-7097, European Corporate Governance Institute, corresponding author), Zane Zeibote (0000-0003-4571-6515, University of Latvia), Sergejs Stacenko (University of Latvia), Tatjana Muravska (0000-0003-4705-4690, University of Latvia), Koen Migchelbrink (0000-0002-2195-3690, European Corporate Governance Institute)
Year2018
Volume23
Issue4
Pages399-409
Publication date2018-09-25
Peer ReviewedYes
Open AccessYes
TypeARTICLE
VenueInformation Polity (JOURNAL)
Journal identifiersISSN: 1875-8754 • E-ISSN: 1570-1255
PublisherIOS Press (PUBLISHER • NL)
DOI10.3233/ip-170069
OpenAlexW2893031076
LanguageEN
Citations received6
References cited27

This paper analyses citizen motives for not using electronic government services. Using qualitative interviews among users of Citizens ́ Service Centers in Latvia, this paper analyses the motives of citizens not to use electronic government services but to rely on non-electronic equivalents or on in-person assistance. It expands the literature on e-commerce and e-government through an explicit focus on non-adoption rather than adoption. Findings show a higher than expected importance of hardware and internet availability, as well convenience factors as important reasons for non-adoption. The research furthermore reveals that the well-intentioned supply of non-electronic alternatives may hamper the take-up of e-government. A number of recommendations for the further development of electronic government services follow

Business · E-Government · E-services · Government (linguistics · Information and Communications Technology · Internet privacy · Knowledge management · World Wide Web · Computer Science · E-Government and Public Services · ICT Impact and Policies · Technology Adoption and User Behaviour

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Open DOISci-HubOpen Access