Revisión Teórica de los Factores que Inhiben en el Ciudadano el Uso del e-Gobierno
Keywords:
E-gobierno, calidad del sistema, confianza del usuario, satisfacción ciudadana
Abstract
El objetivo de la presente investigación fue analizar la literatura relativa a los factores que inhiben el uso de los servicios electrónicos que presta una institución gubernamental mediante el método documental basado en una revisión bibliográfica de los principales autores en materia de gobierno electrónico. Los resultados destacan la importancia del conocimiento de los servicios digitales por parte de los ciudadanos, la facilidad de uso y la calidad del sistema, la influencia del perfil sociodemográfico, así como la satisfacción y confianza del usuario para utilizarlos. Los hallazgos describen cada uno de los factores y las relaciones entre sí. La relevancia se orientó a visualizar estrategias para mejorar el gobierno electrónico en el contexto mexicano.
The aim of this research is to analyze the literature on the factors that inhibit the use of electronic services provided by a government institution through the documentary method based on a bibliographic review of the main authors in the field of electronic e-government. The results highlight the importance of citizens' knowledge of digital services, the ease of use and the quality of the system, the influence of the sociodemographic profile, as well as the satisfaction and confidence of citizens in using them. The findings attempt to describe each of the factors and whether they are related to each other. The relevance is oriented to visualize strategies to improve e-government in the Mexican context.
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References
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9. Chen, Y., & Zahedi, F. (2016). Individuals’ Internet security perceptions and behaviors: Polycontextual contrasts between the United States and China. MIS Quarterly, 40(1), 205-222. https://doi.org/10.25300/misq/2016/ 40.1.09
10. Choi, W., & Stvilia, B. (2015). Web credibility assessment: Conceptualization, operationalization, variability, and models. Journal of the Association for Information Science and Technology, 66(12), 2399-2414. https://doi.org/ 10.1002/asi.23543
11. Davis, F. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319-340. https://doi.org/10.2307/249008
12. DeLone, W. & McLean, E. (2003). The DeLone and McLean Model of Information Systems Success: A ten-year update. Journal of Management Information Systems, 19(4), 9-30.
13. Duarte, Y. & Carraro, J. (2020) Diseño de Experiencia de Usuario (UX). Editorial Autores de Argentina. https://es.scribd.com/document/458106276/Disen-o-de-experiencia-de-usuario-UX-Juan-Manuel-Carraro
14. Dunleavy, P. & Margetts, H. (2002) Better public services through e-government: academic article in support of better public services through e-government. National Audit Office report, HC 704-III session 2001-2. London, UK. http://eprints.lse.ac.uk/21645/1/__libfile_REPOSITORY_Content_Dunleavy,%20P_Better%20public%20services_Dunleavy_Better%20public%20services_2014.pdf
15. El Economista. Periódico (2020) Artículo “Las ventas en línea en México han crecido 37% en lo que va del 2020. México. https://www.eleconomista.com.mx/empresas/Las-ventas-en-linea-en-Mexico-han-crecido-37-en-lo-que-va-de-2020-20201115-0009.html
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19. Hamid, A., Abdul, F., Abu, A., & Wong, W. (2016). The effects of perceived usefulness and perceived ease of use on continuance intention to use e-Government. Procedia Economics and Finance, 35 (2016), 644-649.
20. Horsburgh, S., Goldfinch, S., & Gauld, R. (2011). Is public trust in government associated with trust in e-Government? Social Science Computer Review, 29(2), 232–241. https://doi.org/10.1177/0894439310368130
21. Instituto Federal de Telecomunicaciones (2019) Uso de las TIC y actividades por internet en México: Impacto de las características sociodemográficas de la población (Versión 2019). México. http://www.ift.org.mx/sites/default/files/contenidogeneral/estadisticas/usodeinternetenmexico.pdf
22. Kašubienė, L., & Vanagas, P. (2007). Assumptions of e-Government services quality evaluation. Engineering Economics, 55(5), 68-74. http://inzeko.ktu.lt/index.php/EE/article/view/11503
23. Khalid, S., & Lavilles, R. (2019). Maturity assessment of local e-Government websites in the Philippines. Procedia Computer Science, 161 (2019), 99–106. https://doi.org/10.1016/j.procs.2019.11.104
24. Kim, D., Ferrin, D., & Rao, H. (2009). Trust and satisfaction, two steppingstones for successful e-Commerce relationships: A longitudinal exploration. Information Systems Research, 20(2), 237–257. https://doi.org/10.1 287/isre.1080.0188
25. Kumar, V., Mukerji, B., Butt, I., & Persaud, A. (2007). Factors for successful e-government adoption: A conceptual framework. The Electronic Journal of e-Government, 5(1), 63−76. http://www.ejeg.com
26. Li, Y., & Shang, H. (2020). Service quality, perceived value, and citizens’ continuous-use intention regarding e- government: Empirical evidence from China. Information & Management, 57(3), 103197. https://doi.org/10 .1016/j.im.2019.103197
27. Ma, L. (2017). Performance management and citizen satisfaction with the government: Evidence from Chinese municipalities. Public Administration, 95(1), 39-59. https://doi.org/10.1111/padm.12275
28. Mensah, I. (2020). Perceived usefulness and ease of use of mobile government services: The moderating impact of electronic word of month (eWOM). International Journal of Technology Diffusion, 11(1), 1-16. https://doi.org/10.4018/ijtd.2020010101
29. Naciones Unidas (2018) La Agenda 2030 y los Objetivos de Desarrollo Sostenible: una oportunidad para América Latina y el Caribe (LC/G.2681-P/Rev.3), Santiago. https://repositorio.cepal.org/bitstream/handle/11362/40155/24/S1801141_es.pdf
30. Nechaev, A., & Antipina, O. (2016). Analysis of the impact of taxation of business entities on the innovative development of the country. European Research Studies Journal, 19(1), 71-83. https://doi.org/10.35808/ersj/ 507
31. Omar, K., Scheepers, H., & Stockdale, R. (2011). E-government service quality assessed through the public value lens.
32. Ochoa M. (2018) Artículo: Baja participación de mexicanos en el gobierno electrónico. sitio web de la revista ITMasterMAG. https://itmastersmag.com/noticias-analisis/baja-participacion-de-mexicanos-en-el-gobierno-electronico/
33. Organización para la Cooperación y Desarrollo Económico (2019). Gobierno Digital en México 2018. https://u-gob.com/gobierno-digital-en-mexico-2018-resultados-de-la-ocde/
34. Parasuraman, A., Zeithaml, V., & Malhotra, A. (2005). E-S-QUAL a multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213−233. https://doi.org/10.1177/1094670504271156
35. Pérez, Camacho; Mena, Arroyo (2015) Artículo “Análisis general del gobierno electrónico en México”. México. PAAKAT: Revista de Tecnología y Sociedad.
36. Pérez J. (2019). Definicion.de: Definición de sociodemográfico https://definicion.de/sociodemografico/
37. Pérez-Morote, R., Pontones-Rosa, C., & Nunez-Chicharro, M. (2020). The effects of e-government evaluation, trust and the digital divide in the levels of e-government use in European countries. Technological Forecasting & Social Change, 154(5), 119973. https://doi.org/10.1016/j.techfore.2020.119973
38. Rey-Moreno, M., & Medina-Molina, C. (2017). Inhibitors of e-Government adoption: Determinants of habit and adoption intentions. Journal of Innovation & Knowledge, 2(3), 172–180. https://doi.org/10.1016/j.jik.2017.0 1.001
39. Sandoval-Almazan, R. (2019). Gobierno abierto y transparencia en México: Estudio longitudinal 2015-2018. Innovar, 29(74), 115-131. https://doi.org/10.15446/innovar.v29n74.82097
40. Singh, V., & Singh, G. (2018). Citizen centric assessment framework for e-governance services quality. International Journal of Business Information Systems, 27(1), 1-20. https://doi.org/10.1504/ijbis.2018.088568
41. Sondakh, J. (2017). Behavioral intention to use e-Tax service system: An application of Technology Acceptance Model. European Research Studies Journal, 20(2A), 48-64. https://doi.org/10.35808/ersj/628
42. Sundberg, L., & Larsson, A. (2017). The impact of formal decision processes on e-Government projects. Administrative Science, 7(14), 2-12. https://doi.org/10.3390/admsci7020014
43. Susanto, T., Diani, M., & Hafidz, I. (2017). User acceptance of e-Government citizen report system (a Case Study of City113 App). Procedia Computer Science, 124(2017), 560–568. https://doi.org/10.1016/j.procs.2017.12.190
44. Tan, C., Benbasat, I., & Cenfetelli, R. (2016). An exploratory study of the formation and impact of electronic service failures. MIS Quarterly, 40(1), 1-29. https://doi.org/10.25300/misq/2016/40.1.01
45. Usability.gov Creating a User-Centered Approach in Government. https://www.usability.gov/what-and-why/user-experience.html
46. Zea, L. (2017). Propuesta de un índice de medición de nivel de desarrollo de portales Web de los gobiernos locales. [Tesis de maestría, Instituto Politécnico Nacional]. http://tesis.ipn.mx/handle/123456789/24053
2. Alzahrani, L., Al-Karaghouli, W., & Weerakkody, V. (2017). Analyzing the critical factors influencing trust in e- government adoption from citizens’ perspective: A systematic review and a conceptual framework. International Business Review, 26(1), 164-175. https://doi.org/10.1016/j.ibusrev.2016.06.004
3. Barrenechea, M. & Jenkins, T. (2014) E-government or out of government. Canada. Open Text Corporation. https://www.opentext.com/file_source/OpenText/en_US/PDF/e-Gov%20Book.pdf
4. Barrera-Barrera, R., Navarro-García, A., & Peris-Ortiz, M. (2015). Evaluation of quality in different electronic services: A multigroup analysis. The International Journal of Management Science and Information Technology,15 (2014), 5-27. https://www.econstor.eu/handle/10419/178787
5. Bateman, P., Ulusoy, E., & Keillor, B. (2017). Managing quality and customer trust in the e-retailing service scape. International Journal of Electronic Marketing and Retailing, 8(3), 232-257. https://doi.org/10.1504/ijemr.201 7.086132
6. Berlilana, B., Hariguna, T., & Nurfaizah, N. (2017). Understanding of public behavioral intent to use e-government service: an extended of unified theory of acceptance use of technology and information system quality. Procedia Computer Science, 124 (2014), 585–592. https://doi.org/10.1016/j.procs.2017.12.193
7. Buie, E. & Murray, D. (2012) Usability in Government Systems: User Experience Design for Citizens and Public Servants. Editorial Morgan Kaufmann.
8. Cahyono, T., & Susanto, T. (2019). Acceptance factors and user design of mobile e-Government website (study case e-Government Website in Indonesia). Procedia Computer Science, 161, 90–98. https://doi.org/10.1016/j.proc s.2019.11.103
9. Chen, Y., & Zahedi, F. (2016). Individuals’ Internet security perceptions and behaviors: Polycontextual contrasts between the United States and China. MIS Quarterly, 40(1), 205-222. https://doi.org/10.25300/misq/2016/ 40.1.09
10. Choi, W., & Stvilia, B. (2015). Web credibility assessment: Conceptualization, operationalization, variability, and models. Journal of the Association for Information Science and Technology, 66(12), 2399-2414. https://doi.org/ 10.1002/asi.23543
11. Davis, F. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319-340. https://doi.org/10.2307/249008
12. DeLone, W. & McLean, E. (2003). The DeLone and McLean Model of Information Systems Success: A ten-year update. Journal of Management Information Systems, 19(4), 9-30.
13. Duarte, Y. & Carraro, J. (2020) Diseño de Experiencia de Usuario (UX). Editorial Autores de Argentina. https://es.scribd.com/document/458106276/Disen-o-de-experiencia-de-usuario-UX-Juan-Manuel-Carraro
14. Dunleavy, P. & Margetts, H. (2002) Better public services through e-government: academic article in support of better public services through e-government. National Audit Office report, HC 704-III session 2001-2. London, UK. http://eprints.lse.ac.uk/21645/1/__libfile_REPOSITORY_Content_Dunleavy,%20P_Better%20public%20services_Dunleavy_Better%20public%20services_2014.pdf
15. El Economista. Periódico (2020) Artículo “Las ventas en línea en México han crecido 37% en lo que va del 2020. México. https://www.eleconomista.com.mx/empresas/Las-ventas-en-linea-en-Mexico-han-crecido-37-en-lo-que-va-de-2020-20201115-0009.html
16. FBI. (2019). Internet Crime Report. https://pdf.ic3.gov/2019_IC3Report.pdf
17. Fernández P. (2019) Usabilidad Web. Teoría y uso: Gráficos y diseño web. Editorial Ra-Ma.
18. Gálvez, J. (2015). Evaluación del gobierno electrónico en Sinaloa 2005-2015. [Tesis de maestría, Instituto Politécnico Nacional]. http://tesis.ipn.mx/handle/123456789/23971
19. Hamid, A., Abdul, F., Abu, A., & Wong, W. (2016). The effects of perceived usefulness and perceived ease of use on continuance intention to use e-Government. Procedia Economics and Finance, 35 (2016), 644-649.
20. Horsburgh, S., Goldfinch, S., & Gauld, R. (2011). Is public trust in government associated with trust in e-Government? Social Science Computer Review, 29(2), 232–241. https://doi.org/10.1177/0894439310368130
21. Instituto Federal de Telecomunicaciones (2019) Uso de las TIC y actividades por internet en México: Impacto de las características sociodemográficas de la población (Versión 2019). México. http://www.ift.org.mx/sites/default/files/contenidogeneral/estadisticas/usodeinternetenmexico.pdf
22. Kašubienė, L., & Vanagas, P. (2007). Assumptions of e-Government services quality evaluation. Engineering Economics, 55(5), 68-74. http://inzeko.ktu.lt/index.php/EE/article/view/11503
23. Khalid, S., & Lavilles, R. (2019). Maturity assessment of local e-Government websites in the Philippines. Procedia Computer Science, 161 (2019), 99–106. https://doi.org/10.1016/j.procs.2019.11.104
24. Kim, D., Ferrin, D., & Rao, H. (2009). Trust and satisfaction, two steppingstones for successful e-Commerce relationships: A longitudinal exploration. Information Systems Research, 20(2), 237–257. https://doi.org/10.1 287/isre.1080.0188
25. Kumar, V., Mukerji, B., Butt, I., & Persaud, A. (2007). Factors for successful e-government adoption: A conceptual framework. The Electronic Journal of e-Government, 5(1), 63−76. http://www.ejeg.com
26. Li, Y., & Shang, H. (2020). Service quality, perceived value, and citizens’ continuous-use intention regarding e- government: Empirical evidence from China. Information & Management, 57(3), 103197. https://doi.org/10 .1016/j.im.2019.103197
27. Ma, L. (2017). Performance management and citizen satisfaction with the government: Evidence from Chinese municipalities. Public Administration, 95(1), 39-59. https://doi.org/10.1111/padm.12275
28. Mensah, I. (2020). Perceived usefulness and ease of use of mobile government services: The moderating impact of electronic word of month (eWOM). International Journal of Technology Diffusion, 11(1), 1-16. https://doi.org/10.4018/ijtd.2020010101
29. Naciones Unidas (2018) La Agenda 2030 y los Objetivos de Desarrollo Sostenible: una oportunidad para América Latina y el Caribe (LC/G.2681-P/Rev.3), Santiago. https://repositorio.cepal.org/bitstream/handle/11362/40155/24/S1801141_es.pdf
30. Nechaev, A., & Antipina, O. (2016). Analysis of the impact of taxation of business entities on the innovative development of the country. European Research Studies Journal, 19(1), 71-83. https://doi.org/10.35808/ersj/ 507
31. Omar, K., Scheepers, H., & Stockdale, R. (2011). E-government service quality assessed through the public value lens.
32. Ochoa M. (2018) Artículo: Baja participación de mexicanos en el gobierno electrónico. sitio web de la revista ITMasterMAG. https://itmastersmag.com/noticias-analisis/baja-participacion-de-mexicanos-en-el-gobierno-electronico/
33. Organización para la Cooperación y Desarrollo Económico (2019). Gobierno Digital en México 2018. https://u-gob.com/gobierno-digital-en-mexico-2018-resultados-de-la-ocde/
34. Parasuraman, A., Zeithaml, V., & Malhotra, A. (2005). E-S-QUAL a multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213−233. https://doi.org/10.1177/1094670504271156
35. Pérez, Camacho; Mena, Arroyo (2015) Artículo “Análisis general del gobierno electrónico en México”. México. PAAKAT: Revista de Tecnología y Sociedad.
36. Pérez J. (2019). Definicion.de: Definición de sociodemográfico https://definicion.de/sociodemografico/
37. Pérez-Morote, R., Pontones-Rosa, C., & Nunez-Chicharro, M. (2020). The effects of e-government evaluation, trust and the digital divide in the levels of e-government use in European countries. Technological Forecasting & Social Change, 154(5), 119973. https://doi.org/10.1016/j.techfore.2020.119973
38. Rey-Moreno, M., & Medina-Molina, C. (2017). Inhibitors of e-Government adoption: Determinants of habit and adoption intentions. Journal of Innovation & Knowledge, 2(3), 172–180. https://doi.org/10.1016/j.jik.2017.0 1.001
39. Sandoval-Almazan, R. (2019). Gobierno abierto y transparencia en México: Estudio longitudinal 2015-2018. Innovar, 29(74), 115-131. https://doi.org/10.15446/innovar.v29n74.82097
40. Singh, V., & Singh, G. (2018). Citizen centric assessment framework for e-governance services quality. International Journal of Business Information Systems, 27(1), 1-20. https://doi.org/10.1504/ijbis.2018.088568
41. Sondakh, J. (2017). Behavioral intention to use e-Tax service system: An application of Technology Acceptance Model. European Research Studies Journal, 20(2A), 48-64. https://doi.org/10.35808/ersj/628
42. Sundberg, L., & Larsson, A. (2017). The impact of formal decision processes on e-Government projects. Administrative Science, 7(14), 2-12. https://doi.org/10.3390/admsci7020014
43. Susanto, T., Diani, M., & Hafidz, I. (2017). User acceptance of e-Government citizen report system (a Case Study of City113 App). Procedia Computer Science, 124(2017), 560–568. https://doi.org/10.1016/j.procs.2017.12.190
44. Tan, C., Benbasat, I., & Cenfetelli, R. (2016). An exploratory study of the formation and impact of electronic service failures. MIS Quarterly, 40(1), 1-29. https://doi.org/10.25300/misq/2016/40.1.01
45. Usability.gov Creating a User-Centered Approach in Government. https://www.usability.gov/what-and-why/user-experience.html
46. Zea, L. (2017). Propuesta de un índice de medición de nivel de desarrollo de portales Web de los gobiernos locales. [Tesis de maestría, Instituto Politécnico Nacional]. http://tesis.ipn.mx/handle/123456789/24053
Published
2022-12-20
How to Cite
León Cobos, J. A., Arroyo Ávila, J. R., Alvídrez Díaz, M. del R. de F., Viramontes-Olivas, O. A., & Domínguez Ríos, V. A. (2022). Revisión Teórica de los Factores que Inhiben en el Ciudadano el Uso del e-Gobierno. European Scientific Journal, ESJ, 18(37), 41. https://doi.org/10.19044/esj.2022.v18n37p41
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Copyright (c) 2022 José Alfredo León Cobos, José René Arroyo Ávila, María del Rosario de Fátima Alvídrez Díaz, Oscar Alejandro Viramontes-Olivas, Víctor Alonso Domínguez Ríos
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
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