The Adoption of e-Government Services in Mexico: A Citizens’Perception Analysis

ABSTRACT

Governments have provided services to citizens using means such as: face-to-face, regular mail, telephone, among others. These services have proven to be good channels of communication and interaction, but they have limitations. For example, services are provided only on times and days previously established and not all government personnel are service-oriented. These services can be improved by using information and communication technologies. Therefore, these are some reasons why the Mexican government has been pursuing the implementation of services over the Internet so that users can have access any time.  In the present research an existing model proposed in previous research [1] was adapted and analyzed in order to understand whether it is suitable to Mexican e-government efforts. Data collection was made through an online survey, which was answered for 217 citizens from all 32 Mexican states. Results show that such model is not suitable for the Mexican case; this could be due to cultural, demographic and economic differences. Thus, further research that identifies a new model is needed.