Analyzing attitudes towards e-government services: a study on social media data
V.Y. Egorov and I.B. Filippov presented a study of attitudes to digital government, carried out under the guidance of the leading researcher of the laboratory Andrei Sergeevich Akhremenko.
On November 06, the seminar presented the research "Enter via Public Services": analysis of negative attitudes towards e-government services on social media data. The colleagues stated that the scientific field is dominated by works focusing on the reasons for positive attitudes towards digitalization ("enablers"), while the factors of rejection of digital services are almost unexplored. The following factors were identified as such: mandatory use, sensitization, and digital quality of services.
Having collected data from social media, the researchers found that user reactions are non-homogenous: for example, a digital census is treated more kindly than a digital passport. The key factor determining the negative evaluation of digital services by users was their mandatory nature (this relationship is moderated by service quality).
The presentation can be found below.
Presentation.pptx