E-GOVERNMENT SERVICE ADOPTION THROUGH THE LENS OF THE KNOWLEDGE GAP

Abstract

The aim of the paper is to raise some issues in relation to the technology adoption-based e-government acceptance models and that the knowledge gap theory can  be applied to the use of online public administration services: higher status equals not only wider and more sophisticated usage of ICT tools, but also more  knowledge about public administration procedures themselves, which can result in various channel-preferences and routines among the users of different public services. Using data from the multivariable Good State Public Administration  Opinion Survey, the paper shows that the knowledge gap clearly exists in terms of  public administration-related knowledge. Based on this finding, the paper  recommends that the currently marginally used ‘necessary knowledge about  public administration procedures’ factor should be more widely incorporated in e- government adoption models, as it can have a significant effect on adoption, or alter the effect of other constructs in these models.