Fatores que influenciam a aceitação e intenção de uso de governo eletrônico por pessoas com deficiência visual: um estudo sobre o site da Receita Federal

Abstract

A large part of society is made up of people with visual disabilities. Failure to implement Web accessibility guidelines in e-Gov services may hinder or prevent people with visual disabilities from using e-Gov. In addition to Web accessibility issues, there may be other factors that interfere with the intent of people with visual disabilities to adopt e-Gov services. In the specialized literature there are few studies on the adoption of e-Gov by people with visual disabilities. There is also little knowledge resulting from studies that specify factors that contribute to or hinder the acceptance and intention to use e-Gov by visually-disabled people. The present study had the goal to identify conditioning factors in the intention to use e-Gov services by people with visual disabilities. For this, the study proposed an acceptance and intention to use model, based on the main theoretical models used to evaluate the acceptance and use of e-Gov, such as: Technology Acceptance Model (TAM), Unified Theory of Acceptance and Use of Technology (UTAUT) and the Trust Model. The measurement model, consisting of nine constructs, was specified with the support of a panel of experts. All panelists had experience in evaluating e-Gov adoption and Web accessibility analysis. The adoption model is composed by the constructs: anxiety, confidence in government, confidence in technology, expectation of effort, expectation of performance, facilitating conditions, social influence, ability with technology and behavioral intention of use. A total of 937 people with visual disabilities were invited to participate in the study, resulting in 129 valid answers to the empirical analysis. The collected data were submitted to the method of partial least squares by modeling of paths in the software SmartPLS, allowing to identify the effect of each variable measured on the behavioral intention of use. The results showed that social influence has the greatest influence on the intention to use, with a power of explanation of 0.367 and value p < 0.0001. They also indicated that trust in government and trust in technology had little influence on the intention to use, with a power of explanation of 0.214 and 0.173, respectively. However, the study provided indications that these constructs are important to predict e-Gov's intention to use by people with visual impairment and require more study. It was not possible to confirm the influence of the expectation of performance and the expectation of effort. However, the constructs facilitating conditions and skill with technology were not evaluated because they did not reach adequate levels of reliability. The study concluded that digital inclusion is not confined to the provision of accessible technologies and resources. It should be noted that promoting the intention to use e-Gov by disabled people should be one of the government's goals. Some limitations of this study include the impossibility of generalization, its exploratory characteristic and compliance of some statements in the instrument. Future work developing from the study include the use other constructs with influence on the expectation of effort, to refine the affirmatives and to include a theoretical construct to measure Web accessibility.