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Public organizations have been incorporating distribution channels so that citizens can access to public services. Although there were high expectations regarding the adoption of e-government, the real effective rates of it between population are not reaching the desired levels. Nowadays researchers are working in omnichannel strategy approach, which suggests that channels should be evaluated on their ability to improve the participants use experience regarding every channel. Therefore, the present work analyzes the impact that on e-government intention to use have the citizens behavior (if they have been using telephone or face to face channels). After the application of a qualitative and a quantitative methodology, the research shows while in users of the telephone channel the intention to use e-government is explained by some of the facilitator factors (expectation of result and social influence), in the case of face-to-face channel, the model has a dual structure in which both facilitators (expectation of result) and inhibitors (inertia and habit) are relevant. The disparate structure of the models generates different ways of action to increase the use of e-government.

Estrategia omnicanal para no usuarios del e-gobierno