Balancing Digital-By-Default with Inclusion: A Study of the Factors Influencing E-Inclusion in the UK

Ahlam Al-Muwil (), Vishanth Weerakkody (), Ramzi El-haddadeh () and Yogesh Dwivedi ()
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Ahlam Al-Muwil: Brunel University London
Vishanth Weerakkody: University of Bradford
Ramzi El-haddadeh: Qatar University
Yogesh Dwivedi: Swansea University

Information Systems Frontiers, 2019, vol. 21, issue 3, No 9, 635-659

Abstract: Abstract Digital inclusion research has been critically important in drawing an understanding of how policies, society, organisations, and information technologies can all come together within a national environment that aspires to be a digital nation. This research aims to examine the factors influencing e-Inclusion in the UK within a digital-by-default policy for government services. This study is pursued through combining the Decomposed Theory of Planned Behaviour (DTPB) with Use and Gratification Theory (U&G) and conducting a self-administered survey targeting 510 Internet users to study the level of citizens engagement with e-government services in the UK. By incorporating gratification, trust, risk and external factors (i.e. self-efficacy, accessibility, availability, affordability) within DTPB, the proposed model of e-Inclusion used in the paper demonstrates a considerable explanatory and predictive power and offers a frame of reference to study the acceptance and usage of e-government within a national context where nearly all government transactions are digital-by-default. The findings revealed six dimensions as key inhibitors for e-Inclusion, namely: demographic, economic, social, cultural, political, and infrastructural.

Keywords: E-inclusion; E-government; Digital-by-default; Government services; UK (search for similar items in EconPapers)
Date: 2019
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Citations: View citations in EconPapers (4)

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DOI: 10.1007/s10796-019-09914-0

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