Explaining non-adoption of electronic government services by citizens: A study among non-users of public e-services in Latvia

Steven Van De Walle, Zane Zeibote, Sergejs Stacenko, Tatjana Muravska, Koen Migchelbrink

Research output: Contribution to journalArticlepeer-review

3 Citations (Scopus)

Abstract

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 who do not use electronic government services but 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 as the importance of convenience factors for non-adoption. Furthermore, the research reveals that the well-intentioned supply of non-electronic alternatives may hamper the take-up of e-government. Several recommendations for the further development of electronic government services follow.

Original languageEnglish
Pages (from-to)399-409
Number of pages11
JournalInformation Polity
Volume23
Issue number4
DOIs
Publication statusPublished - 2018
Externally publishedYes

Keywords

  • digital literacy
  • E-government
  • innovation adoption
  • non-take-up

Field of Science

  • 5.2 Economy and Business
  • 5.4 Sociology

Publication Type

  • 1.1. Scientific article indexed in Web of Science and/or Scopus database

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