Barreiras no uso dos serviços do governo eletrônico do Brasil por idosos à luz da Teoria da Resistência à Inovação

Abstract

Electronic government (e-Gov) uses digital technologies to modernize and optimize public services, promoting greater transparency and accessibility. However, there are gaps in understanding the factors that affect the intention to continue using these services, particularly among elderly users. The objective of this research is to analyze how image barriers, tradition barriers, digital skills, and the quality of internet access contribute to the resistance of elderly users to the continuous use of Brazilian government services. To test and validate the proposed conceptual model, structural equation modeling was used with data from questionnaires of 426 respondents. The research results reveal effects among the evaluated constructs, with the two barriers highlighted by the Innovation Resistance Theory, tradition and image, demonstrating statistical significance. Additionally, the quality of internet access and digital skills also emerge as factors that predict the intention to continue using the services. The application of this model showed that Image Barriers, Tradition Barriers, and Digital Skills explain 47.8% of the variance in the respondents' Intention to Continue Using (ICU). Therefore, this study advances the discussion on technology acceptance in Brazilian e-Gov services.