Investigating the Digital Divide in Hertfordshire’s Local Government: A Quantitative Adoption And Use Perspective Study.

AbstractIn the public sector, the Internet and other advanced technologies are offering new forms of interaction that are changing communication means and increasing people's inclusion in society. However, not all the citizens are making use of these changes; particularly the older adults. Of the various demographic groups in society, the ageing population is one that is presently causing immense concern. This paper aims to understand and identify the factors that encourage older adults (50 and above) in the United Kingdom (UK) to continue using a particular online communication channel when interacting with the government. From an online survey of 222 completed responses, Knowledge Building Experience, Performance Expectancy, Habit, Functional Service Quality, Decision Trust and Satisfactory Experience were identified as important factors for the adoption and usage of online communication channels when interacting with the government. This study also provides the implications and benefits of this research to academia, policy makers and industry.

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