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/lp/iospress/assessing-citizens-non-adoption-of-public-e-services-in-germany-rYAN0xkEIo
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- Publisher
- IOS Press
- Copyright
- Copyright © 2020 © 2020 – IOS Press and the authors. All rights reserved
- ISSN
- 1570-1255
- eISSN
- 1875-8754
- DOI
- 10.3233/IP-190214
- Publisher site
- See Article on Publisher Site
Abstract
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.
Journal
Information Polity – IOS Press
Published: Sep 4, 2020