CEU Electronic Theses and Dissertations, 2010
| Author | Bulkova, Maria |
|---|---|
| Title | MIND THE GAP: PROVISION AND CITIZENS' TAKE-UP OF E-GOVERNMENT SERVICES IN SLOVAKIA |
| Summary | Electronic government (e-government) as an online delivery of public services entails a whole range of advantages over brick-and-mortar public agencies. Despite these, citizens do not exploit e-government to its full extent. The present thesis explores the reasons of low take-up of government-to-citizens (G2C) services in Slovakia. Although this research topic is not entirely new, in previous researches the research subjects were narrowed down mainly to the extent and quality of G2C services as to the main variables possibly influencing the level of take-up. Drawing on the theories and models of diffusion of innovations, the present thesis explores also reasons other than the quality and extent, and examines how these relate to the level of take up of Slovak G2C services. For this purpose, the websites of Slovak tax declaration services are examined and interviews with experts in the field of e-government are analyzed. The main conclusion was that the low take-up of G2C services in Slovakia is a result of mutual interaction of several variables. First, low awareness about G2C services translates into suspicious or uninterested citizen attitudes that prevent them from adopting and using G2C services. Second, requirement of electronic signature (ES) for online transaction with public sector poses significant obstacle to adoption and use of G2C services, as ES is too costly for citizens. And last, but not least, service quality confirmed to be crucial for the level of take-up that is decreasing with absence of quality. |
| Supervisor | Irion, Kristina |
| Department | Public Policy MA |
| Full text | https://www.etd.ceu.edu/2010/bulkova_maria.pdf |
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