Sesgos cognitivos y uso del e-gobierno. Una perspectiva conductual

Cayetano Medina-Molina, Manuel Rey-Moreno, Benito Pérez-González, Ramón Rufín

Resumen


El e-gobierno se presenta como una herramienta al servicio de la mejora de la eficacia y eficiencia en la prestación de los servicios públicos. Pero, pese a los esfuerzos por lograr una adopción generalizada del e-gobierno, éste presenta unas tasas de uso inferiores a las anheladas. Si bien dicho fenómeno ha sido estudiado desde diferentes perspectivas, en el presente trabajo se presenta la perspectiva conductual como enfoque que responda a tal reto. Para ello, se analiza la relación entre diferentes sesgos cognitivos vinculados a la tendencia del statu quo (hábito, inercia y resistencia) con la intención (de uso para los usuarios y de continuación para los usuarios). Los datos fueron captados tras un trabajo cualitativo (dos sesiones de grupo) y un trabajo cuantitativo (923 cuestionarios), dirigido a dos muestras diferentes de ciudadanos (no-usuarios y usuarios del e-gobierno). Los resultados constatan la presencia de la tendencia al statu quo en el uso del e-gobierno. Mientras en el caso de los no-usuarios del e-gobierno se encuentran presentes los sesgos cognitivos analizados, llevando a dilatar su uso, entre los usuarios del e-gobierno carece de relevancia el hábito, por lo que se mantienen en su uso como canal de acceso a los servicios públicos.


Palabras clave


Administración pública conductual; e-gobierno; hábito; inercia; resistencia

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DOI: http://dx.doi.org/10.24965/gapp.v0i19.10450

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ISSN: 1989-8991 - DOI: 10.24965/gapp - Depósito legal: M-39.657-1994 - NIPO: 174-17-019-9

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