Bridging the digital divide: factors affecting elderly users' engagement with online government services in post-COVID China

Citation

Zhu, Nina and Ku Samsu, Ku Hasnita and Mao, LiHong (2025) Bridging the digital divide: factors affecting elderly users' engagement with online government services in post-COVID China. Environment-Behaviour Proceedings Journal, 10 (32). pp. 175-182. ISSN 2398-4287

Abstract

This study explores factors affecting elderly users’ continued use of online government services in post-COVID China. Amid rapid digitalization and an aging population, older adults face challenges like low digital literacy, security concerns, and interface complexity. Using a mixed-methods approach, the study examines how system quality, service design, and social support impact user satisfaction and engagement. It also evaluates policy measures such as digital training and service simplification. Findings highlight the roles of usability, trust, and family/community support, offering insights to enhance digital inclusion and bridge the intergenerational digital divide in China's e-government development.

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Additional Metadata

Item Type:	Article
Subject:	Computer Science
Subject:	Social Sciences
Subject:	Public Administration
Divisions:	Faculty of Human Ecology
DOI Number:	https://doi.org/10.21834/e-bpj.v10i32.6846
Publisher:	e-IPH
Keywords:	Elderly; Digital divide; Online government services; Mixed-methods research
Sustainable Development Goals (SDGs):	SDG 10: Reduced Inequalities, SDG 9: Industry, Innovation and Infrastructure, SDG 11: Sustainable Cities and Communities
Depositing User:	Ms. Nur Faseha Mohd Kadim
Date Deposited:	12 May 2026 02:15
Last Modified:	12 May 2026 02:15
Altmetrics:	http://www.altmetric.com/details.php?domain=psasir.upm.edu.my&doi=10.21834/e-bpj.v10i32.6846
URI:	http://psasir.upm.edu.my/id/eprint/125430
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