Explaining non-adoption of electronic government services by citizens. A study among non-users of public e-services in Latvia
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 egovernment 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 egovernment. A number of recommendations for the further development of electronic government services follow.
|Keywords||E-government, non-take-up, digital literacy, innovation adoption.|
|Persistent URL||dx.doi.org/10.3233/IP-170069, hdl.handle.net/1765/130324|
|Journal||Information Polity: an international journal on the development, adoption, use and effects of information technology|
Van de Walle, S.G.J, Zeibote, Z., Stacenko, S., Muravska, T., & Migchelbrink, K. (2018). Explaining non-adoption of electronic government services by citizens. A study among non-users of public e-services in Latvia. Information Polity: an international journal on the development, adoption, use and effects of information technology, 23(4), 399–409. doi:10.3233/IP-170069