Does E-Government Measure Up to E-Business? Comparing End User Perceptions of US Federal Government and E-Business Web Sites

• 成果类型: Article
• 署名作者: Morgeson, Forrest V., III; Mithas, Sunil
• 署名单位: University of Michigan System; University of Michigan; University of Michigan System; University of Michigan; University System of Maryland; University of Maryland College Park
• 刊物名称: PUBLIC ADMINISTRATION REVIEW
• ISSN/ISSBN: 0033-3352
• DOI: 10.1111/j.1540-6210.2009.02021.x
• 发表日期: 2009
• 页码: 740-752
• 关键词: information-technology; management; performance; state; expectations

摘要

This paper examines the federal government's success in implementing and providing high-quality service through e-government, something that has received very little attention. We define quality from the perspective of the end users of federal agency Web sites, as measured through customer survey data. Using data from the American Customer Satisfaction Index, we compare the performance of federal agency Web sites across a range of relevant variables with a private sector equivalent, e-business Web sites. Our findings suggest that federal e-government Web sites are not yet, in the aggregate, providing the same level of quality as their e-business counterparts. We also find significant variability among federal agencies. We discuss the implications of these findings for e-government performance measurement, performance benchmarking, and the market-centered theories of administrative reform that are driving e-government and similar transformations of government practice.