Examining the role of the knowledge gap as a driver towards e-Government service adoption

Abstract

Using data from the multivariable, nationally representative Good State Public Administration Opinion Survey carried out in 2017 by the Institute for Research and Development on State and Governance at the National University of Public Service in Hungary, the aim of the paper is to test the hypothesis that the knowledge gap theory can be applied to the use of online public administration services: higher status equals not only wider and more sophisticated usage of ICT tools (and more awareness of trust in the Internet), but also more knowledge about public administration procedures themselves, which has resulted in various channel-preferences and routines among the users of different public services. The results show that the knowledge gap clearly exists in terms of public administration-related knowledge and it affects the choice of channels for managing administrative issues.