Examining User Perception and Adoption of Electronic Public Services
Description
In order to assess the impact of various factors on the adoption process of electronic public services in the South-Central region of Bulgaria, an online survey was conducted at the University of Plovdiv Paisii Hilendarski from January 18 to May 22, 2023. The questionnaire was created using Google Forms, and the link was distributed through email, websites and social media channels of the University, Faculty of Economics and Social Sciences, and partner organizations. A total of 258 questionnaires were correctly completed during the study period. For data analysis, percentage distribution was calculated, and classical statistical, machine learning, and multi-criteria methods were applied. Despite the challenges posed by the COVID-19 lockdown and the increased need for alternative remote access to public administration services, approximately 25% (64) of the respondents still do not utilize the advantages of the electronic government environment. According to the majority of respondents (74%), the most commonly used local e-service pertains to tax and fee payments (67%). Among central public services, social security for employees stands out as the most popular. Older respondents and those with lower levels of education encounter more challenges in adopting e-services.