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ABSTRACT

GROWING UP IN THE DIGITAL ERA, TECHNOLOGY IS CLOSELY INTERLINKED WITH THE DAILY LIFE AND ACTIVITIES OF MANY INDIVIDUALS; THUS, ADMINISTRATIVE BODIES HAVE ALSO FORMED THEIR PRESENCE ONLINE. IT IS PARAMOUNT TO UNDERSTAND THE EXTENT OF DIGITAL INCLUSION FOR THE MAJORITY, ESPECIALLY TODAY'S YOUTH, WHO ARE UNDERREPRESENTED IN STUDIES AND ARE OFTEN OVERLOOKED IN THE DEVELOPMENTAL PROCESSES OF E-GOVERNANCE. THEREFORE, THIS STUDY AIMS TO STUDY THE SUCCESSES, FAILURES, AND CHALLENGES FACED BY YOUTHS IN E-TRANSACTIONS OF GOVERNMENTAL SERVICES TO GAIN INSIGHTS INTO THE ENVIRONMENT OF MACAU SAR E- GOVERNANCE STRATEGIES AND PRACTICES. THE RESEARCH DESIGN EMPLOYS A MIXED-METHODS APPROACH, USING QUESTIONNAIRES AND INTERVIEWS ADMINISTERED TO A QUOTA SAMPLE OF 30 PARTICIPANTS AGED 20-30 WHO HAVE RESIDED IN MACAU OVER THE YEARS TO ENSURE FAMILIARITY WITH LOCAL E-GOVERNANCE. ALTHOUGH CONVENIENCE IS HIGHLY PRIORITIZED OVER SECURITY AND TRUST, CERTAIN INSTITUTIONAL AND INFORMATION BARRIERS ALSO PREVENT YOUTHS FROM FULLY UTILIZING THE AVAILABLE FUNCTIONS, WHILE LIMITED OPTIONS FOR RESOLVING USERS PROBLEMS REMAIN. THIS STUDY WILL CONTRIBUTE BOTH THEORETICALLY AND PRACTICALLY BY RECOMMENDING STRATEGIES AND COMMITMENT TRACKING TO FURTHER ENHANCE EASE OF USE, WHILST REFINING THE THEORY OF TRUSTWORTHINESS AND THE DIGITAL DIVIDE: DIGITAL PROFICIENCY DOES NOT EQUATE TO E-SERVICE ADEPTNESS.