Exploratory Analysis of the E-government E-skills of Serbian Citizens and Their Ability to Use E-government Services with Special Emphasis on the Regional Differences

Abstract

The topic of the e-government e-skills of Serbian citizens has been largely unexplored. Thus, the study aims to explore the citizens' current level of e-government e-skills competencies. The data were collected from 2,894 citizens through a paper survey and analyzed using ANOVA and EFA. The empirical results suggest that there are significant differences between the regions, with the citizens of the Belgrade region being significantly more proficient than citizens in other regions of Serbia in all areas except digital certificate skills. The empirical results also suggest that women are more proficient than men, that the 65+ age group’s digital skills are completely inadequate, and that education level is a key factor.