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

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

doi:10.24965/gapp.v0i19.10450

Authors

Cayetano Medina-Molina Universidad Isabel I http://orcid.org/0000-0003-2322-777X
Manuel Rey-Moreno Universidad de Sevilla
Benito Pérez-González Universidad Isabel I
Ramón Rufín Universidad Nacional de Educación a Distancia

DOI:

https://doi.org/10.24965/gapp.v0i19.10450

Keywords:

Behavioural public administration, e-government, habit, inertia, resistance

Abstract

E-government is conceived as a tool to improve efficiency and effectiveness in the provision of public services. However, in spite of the efforts to achieve a widespread adoption of e-government, it has lower usage rates than expected. Although this fact has been studied from different viewpoints, in the present work the behavioral perspective is presented as an approach that may answer to this challenge. To get it, the relationship between different cognitive biases linked to the SQB (habit, inertia and resistance) with the intention (of use for users and continuation for users) is analyzed. The data were collected after a qualitative (two group sessions) and a quantitative work (923 questionnaires), aimed at two different samples of citizens (non-users and users of e-government). The results confirm the presence of the trend towards the status quo in the use of e-government. Besides, while in the case of non-users of e-government the cognitive biases analyzed are present, leading to delay its use, among the users of e-government habit lacks relevance, so they remain in use as a channel of access to public services.

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Author Biographies

Cayetano Medina-Molina, Universidad Isabel I

Licenciado en Ciencias Económicas y Empresariales (Universidad de Sevilla), Licenciado en Investigación y Técnicas de Mercado (Universidad de Sevilla), Doctor por la Universidad Nacional de Educación a Distancia. Profesor del Centro Universitario San Isidoro y Universidad Isabel I. Su investigación se centra en el marketing público y la adopción de servicios digitales.

Manuel Rey-Moreno, Universidad de Sevilla

Licenciado en Ciencias Económicas y Empresariales (Universidad de Sevilla) y doctor en Ciencias Económicas y Empresariales por la Universidad de Sevilla (Universidad de Sevilla). Catedrático de Escuela Universitaria (Administración de Empresas y Marketing). Director de la Cátedra Metropol Parasol (US). Su investigación se centra en las aplicaciones sectoriales del marketing y el marketing turístico.

Benito Pérez-González, Universidad Isabel I

Licenciado en Ciencias Económicas y Empresariales y Doctor en Economía. Durante diez años desarrolla su carrera profesional en Ernst & Young. Coordinador y profesor en la Universidad Isabel I. Su investigación se centra en las aplicaciones sectoriales del marketing y la economía del deporte.

Ramón Rufín, Universidad Nacional de Educación a Distancia

Economista, es Profesor Doctor en la UNED, donde dirige el Grupo de Investigación de Marketing. Fue también Técnico Superior del Banco Exterior de España y Experto Asesor para la Administración General del Estado. Sus líneas de investigación actuales tienen que ver con el consumo cultural y turístico y con el marketing público.

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