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

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 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.