Sesgos cognitivos y uso del e-gobierno. Una perspectiva conductual

• Cayetano Medina-Molina ^[1] ; Manuel Rey-Moreno ^[2] ; Benito Pérez-González ^[1] ; Ramón Rufín ^[3]
  1. [1] Universidad Internacional Isabel I de Castilla

     Universidad Internacional Isabel I de Castilla

     Burgos, España

     
  2. [2] Universidad de Sevilla

     Universidad de Sevilla

     Sevilla, España

     
  3. [3] Universidad Nacional de Educación a Distancia

     Universidad Nacional de Educación a Distancia

     Madrid, España

     

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• Localización: Gestión y análisis de políticas públicas, ISSN 1134-6035, Nº 19, 2018, págs. 88-106
• Idioma: español
• DOI: 10.24965/gapp.v0i19.10450
• Títulos paralelos:
  • Cognitive biases and use of e-government. A behavioral perspective
• Enlaces
  • Texto completo
• Dialnet Métricas: 3 Citas
• Resumen
  • español

    El e-gobierno se presenta como una herramienta al servicio de la mejora de la eficacia y eficiencia en la prestación de los servicios públicos. Pero, pese a los esfuerzos por lograr una adopción generalizada del e-gobierno, éste presenta unas tasas de uso inferiores a las anheladas. Si bien dicho fenómeno ha sido estudiado desde diferentes perspectivas, en el presente trabajo se presenta la perspectiva conductual como enfoque que responda a tal reto. Para ello, se analiza la relación entre diferentes sesgos cognitivos vinculados a la tendencia del statu quo (hábito, inercia y resistencia) con la intención (de uso para los usuarios y de continuación para los usuarios). Los datos fueron captados tras un trabajo cualitativo (dos sesiones de grupo) y un trabajo cuantitativo (923 cuestionarios), dirigido a dos muestras diferentes de ciudadanos (no-usuarios y usuarios del e-gobierno). Los resultados constatan la presencia de la tendencia al statu quo en el uso del e-gobierno. Mientras en el caso de los no-usuarios del e-gobierno se encuentran presentes los sesgos cognitivos analizados, llevando a dilatar su uso, entre los usuarios del e-gobierno carece de relevancia el hábito, por lo que se mantienen en su uso como canal de acceso a los servicios públicos

  • English

    E-government is conceived as a tool to improve efficiency and effectiveness in the provision of public services. However, in spite of the efforts to achieve a widespread adoption of e-government, it has lower usage rates than expected. Although this fact has been studied from different viewpoints, in the present work the behavioral perspective is presented as an approach that may answer to this challenge. To get it, the relationship between different cognitive biases linked to the SQB (habit, inertia and resistance) with the intention (of use for users and continuation for users) is analyzed. The data were collected after a qualitative (two group sessions) and a quantitative work (923 questionnaires), aimed at two different samples of citizens (non-users and users of e-government). The results confirm the presence of the trend towards the status quo in the use of e-government. Besides, while in the case of non-users of e-government the cognitive biases analyzed are present, leading to delay its use, among the users of e-government habit lacks relevance, so they remain in use as a channel of access to public services.

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