Acceptance by the public of the virtual delivery of public services Hoefnagel, R.; Oerlemans, Leon; Goedee, John General rights Copyright and moral rights for the publications made accessible in the public portal are retained by the authors and/or other copyright owners and it is a condition of accessing publications that users recognise and abide by the legal requirements associated with these rights.-Users may download and print one copy of any publication from the public portal for the purpose of private study or research -You may not further distribute the material or use it for any profit-making activity or commercial gain -You may freely distribute the URL identifying the publication in the public portal Take down policyIf you believe that this document breaches copyright, please contact us providing details, and we will remove access to the work immediately and investigate your claim. Little is known about the determinants of acceptance by the general public of virtual delivery of governmental services. The authors conduct an empirical study of the factors that influence the willingness of individuals to consent to a para-authentic virtual experience with a public sector employee as part of the delivery of a public service. This study is based on the theory of social presence and on the unified theory of acceptance and use of technology (UTAUT). The authors test these hypotheses using 224 questionnaires completed by persons who have filed a police report using synchronous video-mediated communication (VMC). This multiple regression analysis shows that four variables are likely to predict willingness to use virtual interaction as a part of the delivery of a public service: performance expectations, social presence, social influence, and anxiety. Two findings were especially interesting. First, affective predictors, as opposed to cognitive predictors, were found to be of increasing importance for the acceptance by the public of virtual service delivery. Second, social presence emerged as the strongest affective predictor. This study's empirical findings support the a priori assumption that affective predictors, as opposed to cognitive predictors, are relatively more important in predicting the intention to use virtual technologies, when contrasted with conventional technologies.
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