A framework for bridging the digital divide on e-government adoption in rural areas of the Capricorn District, Limpopo Province

Abstract

This study developed a framework to bridge the digital divide and improve service delivery in the Capricorn District, Limpopo Province, South Africa, where poor digital access creates barriers to essential public services and worsens existing inequalities in rural communities. Using the Technology Acceptance Model (TAM), Unified Theory of Acceptance and Use of Technology (UTAUT), and Digital Divide Framework as theoretical foundations, the study examined the main factors preventing digital inclusion and effective service delivery, including poor infrastructure, low digital skills, economic challenges, and cultural factors. A quantitative approach was used, collecting data through structured questionnaires from 384 participants, including residents, service users, and other stakeholders, and the data were analyzed using correlation analysis, regression modelling, and structural equation modelling. The findings showed that poor digital infrastructure, high internet costs, and limited digital skills were the main barriers preventing people from using digital services, with rural residents being the most affected. Statistical analysis confirmed that access to infrastructure (β = 0.44, p < 0.001) and digital skills (β = 0.38, p < 0.001) strongly predicted service delivery quality, together explaining 43% of the differences in service quality, while people's confidence in using digital devices (β = 0.707) and how easy services were to use (β = 0.662) were the strongest factors influencing whether people would adopt digital services, and both education level and geographic location were strongly linked to digital access and skills.