Journal
JOURNAL OF BUSINESS RESEARCH
Volume 88, Issue -, Pages 542-549Publisher
ELSEVIER SCIENCE INC
DOI: 10.1016/j.jbusres.2017.11.015
Keywords
Dual factor; E-government; Inhibitors; Facilitators; SQB; Habit
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Funding
- National Institute of Public Administration in Spain (INAP) [153]
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This paper explores why many citizens avoid adopting e-government channels despite the apparent benefits of doing so. Theoretical support is provided by the dual factor and status quo bias theories. The study is based on questionnaire responses from a sample of users and a sample of non-users of e-government channels, with 923 valid responses in total. The use of a complementary qualitative method enhanced the study. The results verify that habit is the main inhibitor of adoption of e-government channels, while it is also the most influential factor in terms of the continuance intentions of existing users. Performance expectancy has a positive effect on continuance intention in users and intention to use in non-users. However, effort expectancy and resistance are also important for existing users. Therefore, if the administration wishes to increase citizens' use of e-government, it needs to develop different strategies for users and non-users.
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