Revisión Teórica de los Factores que Inhiben en el Ciudadano el Uso del e-Gobierno
Keywords:
E-gobierno, calidad del sistema, confianza del usuario, satisfacción ciudadanaAbstract
El objetivo de la presente investigación fue analizar la literatura relativa a los factores que inhiben el uso de los servicios electrónicos que presta una institución gubernamental mediante el método documental basado en una revisión bibliográfica de los principales autores en materia de gobierno electrónico. Los resultados destacan la importancia del conocimiento de los servicios digitales por parte de los ciudadanos, la facilidad de uso y la calidad del sistema, la influencia del perfil sociodemográfico, así como la satisfacción y confianza del usuario para utilizarlos. Los hallazgos describen cada uno de los factores y las relaciones entre sí. La relevancia se orientó a visualizar estrategias para mejorar el gobierno electrónico en el contexto mexicano.
The aim of this research is to analyze the literature on the factors that inhibit the use of electronic services provided by a government institution through the documentary method based on a bibliographic review of the main authors in the field of electronic e-government. The results highlight the importance of citizens' knowledge of digital services, the ease of use and
the quality of the system, the influence of the sociodemographic profile, as well as the satisfaction and confidence of citizens in using them. The findings attempt to describe each of the factors and whether they are related to each other. The relevance is oriented to visualize strategies to improve egovernment in the Mexican context.
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