Senior citizens’ perception of the effectiveness of e-government services

Abstract

Purpose – The purpose of this study is to analyse how eGovernment services in Malta are affecting the quality of life of senior citizens and what initiatives can be taken to increase take-up of eServices. Design/Methodology/Approach – The study looks into existing literature with regards to eGovernment adoption. Analysis was based on two types of data collected, 205 questionnaires and 6 in-depth interviews, both answered by citizens who are 62 and over. After comparing and analysing data, propositions were given for further research. Findings – Findings show that senior citizens are still wary in using eServices. This is mainly due to lack of awareness of such services. Moreover, there are still individuals who prefer face-to-face interaction rather than using online facilities to get things done. In contrast, eServices users find online services very efficient and convenient in improving their quality of life. Research limitations/Implications –Since questionnaires were distributed both online and offline, the authenticity of the data could be undermined by respondents inputting incorrect data or answer the questionnaire more than once. Social stigma by those who do not use eGovernment services might be a factor which leads respondents in providing false answers. Practical implications – The purpose of this study indicates that Government is moving towards online technologies to serve the population. It is essential that website infrastructures and marketing strategies are designed to involve all age groups, particularly those who are not I.T literate. Originality/value – The Government is improving and evolving constantly online services. To achieve optimum usage of eService, stakeholders must target age groups accordingly. Needs of the younger generation are relatively different than those of senior citizens.