The Same Wine but in New Bottles. Public E-Services Divide and Low Citizens' Satisfaction: An Example from Lebanon

Authors:
Antoine Harfouche
Affiliations:
Université Paris-Dauphine, France
Venue:
International Journal of Electronic Government Research
Year:
2010

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Abstract

When introducing public e-services, the Lebanese government predicted that it would reduce inequality between citizens OMSAR, 2002. However, the results of this research prove that this will not be the case, and the introduction of the virtual channel of services delivery system will create a public e-services divide. In response to the research questions: "what is an e-services divide?" and "what are its antecedents and consequences?", this cross-sectional explanatory research shows that the public e-services divide will separate citizen's who have access to ICTs, who have the skills to use ICTs, and who accept use of public e-services from the others. The public e-services divide will result from the e-access divide, the e-skills divide, and from the public e-services acceptance divide, which will lead to lower citizen satisfaction.