Service Design and Citizen Satisfaction with E-Government Services: A Multidimensional Perspective

• 成果类型: Article
• 署名作者: Chan, Frank K. Y.; Thong, James Y. L.; Brown, Susan A.; Venkatesh, Viswanath
• 署名单位: ESSEC Business School; Hong Kong University of Science & Technology; Hong Kong University of Science & Technology; University of Arizona; University of Arkansas System; University of Arkansas Fayetteville
• 刊物名称: PUBLIC ADMINISTRATION REVIEW
• ISSN/ISSBN: 0033-3352
• DOI: 10.1111/puar.13308
• 发表日期: 2021
• 页码: 874-894
• 关键词: user satisfaction; information-technology; customer satisfaction; digital divide; public value; acceptance; adoption; QUALITY; MODEL; trust

摘要

This research examines the relationship between service design and citizen satisfaction with e-government services. Based on a multidimensional conceptualization of service, we define three key service perceptions, each comprising different design characteristics, that jointly influence perceived service quality and citizen satisfaction with e-government services. The service perceptions and their corresponding design characteristics are: (1) perceptions of a core service-accuracy, completeness, self-service capability, and convenience; (2) perceptions of facilitating services-accessibility, privacy protection, security protection, and user support; and (3) perceptions of supporting services-personalization capability and transparency. We tested our research model using data from a two-stage survey of 3,065 users of three e-government services. The results showed that all design characteristics contributed to their respective service perceptions that influenced perceived service quality that in turn influenced citizen satisfaction. The finding of a three-way interaction among the service perceptions supported their complementary role in influencing perceived service quality.