Bridging the Digital Divide: Factors affecting elderly users' engagement with online government services in post-COVID China

Nina Zhu; Ku Hasnita Ku Samsu; LiHong Mao

doi:10.21834/e-bpj.v10i32.6846

Authors

Nina Zhu Politics and Government, Faculty of Human Ecology, Universiti Putra Malaysia, Serdang, Malaysia
Ku Hasnita Ku Samsu Politics and Government, Faculty of Human Ecology, Universiti Putra Malaysia, Serdang, Malaysia
LiHong Mao Public Administration, Philosophy and Public Administration College, KaiFeng, China

DOI:

https://doi.org/10.21834/e-bpj.v10i32.6846

Keywords:

Elderly; Digital Divide, Online Government Services, Mixed-Methods Research

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.

Author Biographies

Ku Hasnita Ku Samsu, Politics and Government, Faculty of Human Ecology, Universiti Putra Malaysia, Serdang, Malaysia

Politics and Government, Faculty of Human Ecology, Universiti Putra Malaysia, Serdang, Malaysia

LiHong Mao, Public Administration, Philosophy and Public Administration College, KaiFeng, China

Public Administration, Philosophy and Public Administration College, KaiFeng, China

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