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

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 who do not use electronic government services but rely on non-electronic equivalents or on in-person assistance. It expands the literature on e-commerce and e-government through an explicit focus on non-adoption rather than adoption. Findings show a higher than expected importance of hardware and internet availability, as well as the importance of convenience factors for non-adoption. Furthermore, the research reveals that the well-intentioned supply of non-electronic alternatives may hamper the take-up of e-government. Several recommendations for the further development of electronic government services follow.