What do we know about public e-services customers?: results of a pilot study in St.-Petersburg

Abstract

The paper presents the results of a preliminary pilot study on the public services customers in St. Petersburg with the focus on their attitudes towards the public e-services. The paper reveals main factors, influencing the intention of customers to use public services portal. The research allowed to distinguish four groups of customers and to suggest several recommendations to public authorities aiming at e-services' take-up improvement.