Expanding e-government adoption in an emerging market economy: an exploratory segmentation based on socio-demographic and behavioural variables Online publication date: Tue, 15-Sep-2020
by Bilal Chebaro; Rania Fakhoury; David S. Baker
International Journal of Business and Emerging Markets (IJBEM), Vol. 12, No. 3, 2020
Abstract: This exploratory study builds on previous research in the area of e-government implementation within the context of the emerging market economy of Lebanon. Because of ongoing advances in e-government, many governments intend to serve all citizens, including the marginalised, with available and efficient electronic services. Design of these e-services requires objective consumer segment adapted variables in order to facilitate targeted education on the personal and public value of e-government. This study contributes analysis toward the selection of socio-demographic and behavioural variables to identify segment clusters of e-service consumers. The results suggest targeted public consumer segmentation in order to better serve marginalised populations in emerging market economies. The study is based on an online survey of 262 Lebanese citizens. The hierarchical segmentation analysis revealed three distinct segments with key characteristics to improve access to e-services.
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