共查询到20条相似文献，搜索用时 656 毫秒
1.
Jooho LeeAuthor Vitae Hyun Joon KimAuthor Vitae Michael J. AhnAuthor Vitae 《Government Information Quarterly》2011,28(2):222-230
Prior e-Government research has paid much attention to e-Government service adoption from the supplier side - the government - while mostly overlooking the user side of e-Government, such as citizens and businesses. While there have been some initial efforts to study citizens in their adoption behavior, few have examined what influences the willingness of businesses in adopting e-Government services. This research attempts to fill this research gap by addressing the following research question: Why are some businesses more willing to adopt e-Government applications to perform transactions with the government than others? The authors argue that the willingness of a business to adopt e-Government depends on the perceived quality of government services through traditional brick and mortar service channels (offline service channels), and the level of trust businesses place in the internet technology itself. Competing hypotheses are developed with regard to the role of perceived quality of offline services on the business user's willingness to adopt e-Government services. Using data obtained from a local district government in Seoul, Korea, the analysis revealed that the willingness to adopt e-Government increased when business users perceived high quality service provision in offline service channels. However, trust in the internet technology itself did not have any significant impact on their willingness. The theoretical and practical implications of the study finding are discussed. 相似文献
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3.
《Government Information Quarterly》2019,36(2):226-236
The sustainability of public health practices requires collaboration between the government and its citizens. On the government's side, social media can provide a conduit for communicating health risk information in an effective and timely fashion, while also engaging citizens in informed decision-making. On the citizen's side, information communication technology (ICT)-based practices cannot function unless citizens recognize and act on their responsibility to actively engage with government social media platforms. Despite an increasing interest in understanding the adoption of ICT practices and e-government services for health risk communication, there remains a crucial need for a comprehensive framework to explain which factors determine citizen use of digital government resources. The purpose of this study is to investigate how to increase government accountability for motivating citizens to engage in ICT-based health risk communication, thereby attaining sustainable public health practices through collaborative governance.By integrating trust and health risk information into the e-government adoption model (GAM), this research examines factors that influence citizens' likelihood of using government social media resources. Survey data from 700 Korean citizens were analyzed using structural equation modeling. The results indicated that individuals with higher social media competency are more likely to (a) seek risk information through social media and (b) perceive the government's social media sites as easy to use. Consistent with the GAM, intentions to use the government's social media sites for information and interactions appear to increase as citizens perceive more value in using them regarding information quality, ease of use, functional benefit, and security. Furthermore, perceived trust in the government's social media resources appears to function as a mediator of this process. Initial trust in the government is an important determinant of perceptions of its digital resources. Citizens who trust the government tend to evaluate new initiatives positively and are more likely to accept and make use of them.The results of this study can inform policy design and implementation by elucidating the mechanisms that determine citizens' adoption and usage of digital government services. Theoretically, this work expands the GAM to include health risk communication and adds empirical evidence to the small yet growing body of knowledge of e-government initiatives. These findings also highlight the importance of public trust in the government, as this encourages citizens to seek health risk information and assistance from the government. Overall, the data and model generated in this investigation represent an important step toward the successful and sustainable modernization of public services. 相似文献
4.
Channel choice and public service delivery in Canada: Comparing e-government to traditional service delivery 总被引：1，自引：0，他引：1
Christopher G. ReddickAuthor Vitae Michael TurnerAuthor Vitae 《Government Information Quarterly》2012,29(1):1-11
This study examines channel choice and public service delivery in Canada, comparing e-government to traditional service delivery channels such as the phone or visiting a government office. Factors studied include the digital divide, the nature of the citizen interaction with government, public service values, and satisfaction with services received by citizens. These factors are used to determine whether they impacted choice of channel and satisfaction with that channel. This study, through logistic regression of a public opinion survey of Canadian residents, found indications suggesting a digital divide in accessing e-government; found that government websites were most commonly used for information purposes, while the phone was most commonly used to solve problems. In regards to citizens' satisfaction, the apparent digital divide was bridged when females and older Canadians were more satisfied with their contact with a government website. In addition, a positive experience with service delivery and positive public service values lead to greater website satisfaction. The results of this study imply that the phone is a more effective service channel for solving problems, and the website is more effective for getting information. Therefore, governments need to provide multiple contact channels for citizens, depending upon their task at hand, while ensuring consistency of information and service response across channels. Creating a positive experience for citizens when they received a service translates into a more satisfied experience with e-government. 相似文献
5.
《Government Information Quarterly》2022,39(1):101654
Retaining users of mobile government services (MGS) is critical to the success of mobile government. Drawing on Bagozzi's self-regulation framework, the current research investigates the predictors of MGS continuance by considering both perceived quality and perceived value. Unlike most e-government research that has utilized linear models, this study employed a two-stage structural equation modeling–artificial neural network approach that can identify non-linear and non-compensatory interactions. The current research first applied a structural equation model to examine the significant factors influencing MGS continuance, and then utilized a neural network model recheck the structural equation modeling findings and rank the importance of these factors. Data were obtained from 335 “one-stop-shop service platform” app users in China through an online survey platform. The research findings reveal that user satisfaction is the utmost influential determinant of their continuous-use intention regarding MGS, followed by user trust; moreover, perceived quality and perceived value strongly influence satisfaction and trust. However, perceived risk does not affect intention to continue use. We also discuss theoretical and practical implications for government agencies and service providers, for improving user continuance rates for MGS. 相似文献
6.
以华南师范大学图书馆2009学年到2012学年的自助还书数据为例,从使用率、时间段分布、花费时间、数量分布、用户类型等方面分析用户的自助还书服务使用行为。研究发现用户偏好使用自助还书服务、倾向于在开馆时间使用、自助还书服务不会节省用户的时间、自助服务不一定能够增加馆藏文献流通量、不用类型用户的自助还书服务使用存在差异、用户分布大致符合三七法则。对图书馆如何发展自助服务提出建议,包括：正确认识自助服务的意义、积极推进自助服务的开展、做好自助服务的规划工作和用户培训工作、做好重点用户的服务保障工作等建议。 相似文献
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We have identified a paradox in the still low adoption of e-government after more than two decades of policy efforts and public investments for the deployment of online public services. Using as evidence the focus and evolution of this focus over the period 1994–2013 in a vast body of literature produced by academia, international organisations and practitioners, we show that: a) the deployment of e-government was for a long time concentrated on more technological and operational matters and that only more recently attention switched to broadly defined institutional and political issues (hypothesis 1a); and b) institutional and political barriers are one of the main factors explaining lack of e-government adoption (hypothesis 1b). A decision making process that is still unstructured, untrustworthy, and not fully leveraging the available evidence hinder the perception of public value and citizens' trust in government, which contribute to low level of e-government adoption. We conclude suggesting that a smart government producing public value is grounded in a triangle of good decision defined by politics, values, and evidence and that to achieve it public sector should go beyond the traditional concept of service innovation. It should rather introduce conceptual and systemic innovation pertaining to a new way of thinking and of interacting with stakeholders and citizens as sources of both legitimacy and evidence. 相似文献
8.
《Government Information Quarterly》2023,40(1):101775
Government social media has been integrated as part of the government administrative tools to improve public service and promote public goals. However, the current government information literature is limited to understanding government social media adoption and its purpose for political marketing. The present study seeks to understand the role of government social media in promoting government digital initiatives (i.e., government-backed digital currency). The study validated the inter-relationships between government social media effort, privacy concerns, trust in technology, reachability, and citizens' participation in government-initiated digital innovations. A total of 505 responses from Chinese citizens were collected through an online self-administered questionnaire survey, and the data was submitted to a two-stage Partial Least Squares Structural Equation Modelling-Artificial Neural Network analysis. The analytic results revealed that privacy concerns, trust in technology, and reachability positively influence digital participation. In addition, the information quality and perception of trust in government social media have significant positive influences on government social media engagement. The study provides strategic practical suggestions to government agencies in effectively utilizing social media as a communication platform to foster citizens' participation in government's digital initiatives. 相似文献
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With the development of new information and communication technologies, the right to communicate assumes new dimensions, since it is almost impossible to fully participate in the globalized world without access to modern information and communication technologies. South Africa held its first democratic elections in 1994 and has subsequently returned to the international arena. Its citizens should rightly expect to be able to participate in all that this return offers, not only politically, but also economically and socially. Telecommunications are vital to making such participation possible. In recognition of this fact, the newly elected government developed policies and enacted legislation to ensure that the telecommunications sector, and specifically the sole fixed line service provider Telkom, provides South African citizens affordable access to the telecommunications infrastructure whilst providing acceptable levels of service. However, rather than meeting its obligation to the government and the people of South Africa, Telkom has misused its monopoly. The social injustice that this situation creates is critically examined against the background of the right to communicate based on Rawls' principles of social justice and Sen's capability approach. 相似文献
10.
Leonardo Madariaga Miguel Nussbaum Faustino Marañón Cristóbal Alarcón María Alicia Naranjo 《Government Information Quarterly》2019,36(2):179-195
People still use documents in many everyday government processes. From tax payments to passport requests, citizens have to interact with low-interactivity information artifacts such as reports, maps and datasets, among many others. Despite efforts to improve information delivery in the public sector, effective information usage remains a critical topic of action and research. The user experience of government documents has rarely been assessed, despite them being regularly published and frequently used. Considering this, the two following research questions arise: 1) How can government documents be classified (or grouped) in terms of user experience? 2) How can the user experience of government documents be monitored over time in order to inform design decisions? Working with a public agency in Chile, we develop and test a classification and monitoring framework based on two online surveys (N?=?338 and N?=?298). We then propose a framework for understanding user experience of government documents in these three dimensions: interaction goal, volume of information and ease of understanding. Using a graphical representation to classify user experience provides greater visibility of the current status of information produced by a public organization. Furthermore, by monitoring the user experience of a government document at different times, organizations can understand the effect of their design decisions and improve their service quality by implementing user-centered processes. 相似文献
11.
《Government Information Quarterly》2020,37(4):101497
Transparency is popularly believed to enhance the public's trust in government, yet experimental studies have found mixed results. One explanation is that public trust may respond more positively to a kind of “latent transparency” in which citizens highly value the mere potential for open access to government information, even if they may have more negative reactions when presented with the particular content of actual government information, documents, or data. To test this hypothesis, we designed two survey experiments in which samples of US adults were primed with general information about the Freedom of Information Act (FOIA) or the existence of open government data.Compared to controls, we find that awareness of FOIA rights and requirements (latent transparency) tended to be unrelated, or even slightly negatively related, to trust of government agencies, contrary to our expectations. Our findings, combined with prior evidence, suggest that—even in the case of latent transparency—the popular belief in transparency's positive effects on citizen trust needs a more critical examination. Implications for the theory and practice of transparency are discussed. 相似文献
12.
Ida Lindgren Christian Østergaard Madsen Sara Hofmann Ulf Melin 《Government Information Quarterly》2019,36(3):427-436
This paper contributes to e-government research by presenting a review and discussion on how digitalization of public services has affected the interaction between citizens and government. We argue for a conceptualization and critical reflection on the nature of the underlying interaction between citizens and public officials - the public encounter - that digital public services are developed to support. We apply a qualitative and hermeneutic approach and illustrate that digital public services change public encounters concerning when, where, and how interactions occur, what each actor does, and the skills required of them. By relating these changes to emerging digital technologies (e.g. data mining, machine learning, sensor technology, and service automation), we illustrate that while these new technologies carry the potential to further digitalize service provision and fulfill the democratic goals of digital government, authorities can apply the same technology to restrict, control, and surveil citizens. Based on a critical discussion on what digitalization might entail for society, we identify problem areas arising from this development and propose a research agenda for understanding this phenomenon further. We raise questions and ethical concerns regarding accountability and reskilling of citizens and public officials as public service provision becomes citizen self-service. 相似文献
13.
Richard Sigwald 《图书馆管理杂志》2013,53(4):453-478
ABSTRACTThe intent of this research study is to analyze and evaluate the transition to a self-service customer service model with the Baltimore County Public Library (BCPL). The study uses customer satisfaction surveys with questions specifically aimed at the various self-service service points BCPL offers to its customers. The methodology also includes several interviews with managers and directors to gain more in-depth information about how the transition affected the whole library system, its policies and procedures, and staffing. The results of this study are intended to demonstrate the effectiveness of using a self-service model in a public library. 相似文献
14.
《Government Information Quarterly》2023,40(3):101785
Government chatbots have become increasingly popular as artificial-intelligence-based tools to improve communication between the government and its citizens. This study explores the interaction mode design of a trustworthy government chatbot, which involves multiple social characteristics from the user-centric perspective. A discrete choice experiment was conducted in the context of Chinese government chatbots to examine the effects of various social characteristics on citizen preferences. Participants utilized a crowdsourcing survey platform to report their preferences for interaction processes designed with distinct sets of social characteristics. Valid data were obtained from 371 participants and analyzed using a multinomial logit model. The results indicate that (in order from highest to lowest impact) emotional intelligence, proactivity, identity consistency, and conscientiousness significantly influence the citizens' preferences. Identity consistency has a negative effect, whereas the other factors all have positive impacts. It was also determined that some of these correlations are influenced by the participants' individual characteristics, such as age, gender, and prior experience with chatbots. This work provides empirical evidence for the relative importance of social characteristics and their impacts on user perception, expands the service dimension scope of information provision/communication (one of five categories of digital interaction), and facilitates the identification and operationalization of the social characteristics. We provide a theoretical framework to understand the interaction model design of a trustworthy government chatbot and also offer practical recommendations for government chatbot designers and policy implications. 相似文献
15.
A. Paula Rodriguez Müller Amandine Lerusse Trui Steen Steven Van de Walle 《Government Information Quarterly》2021,38(1):101540
Public service producers are heavily investing in the development and implementation of more efficient new digital channels to engage users in citizen sourcing efforts, such as the reporting of public service-related issues. Nevertheless, user-reporters have continued to favor earlier implemented channels including traditional (e.g., phone, office) and e-government channels (e.g., web, email) over new digital channels such as m-government channels (e.g., mobile applications). Drawing on channel choice literature and theories, this study aims at explaining users' reporting behavior by examining the role of users' personal factors, including digital divide determinants, users' service experience, and channel satisfaction. We use a combination of survey and log data on actual reporting behavior among smart bike-sharing users to explain users' channel choice. Using a multinomial logistic regression, we found that the digital divide predicts user-reporters' channel choice. Moreover, user-reporters with a longer service membership favor traditional and e-government channels, over the newly implemented m-government channels. Finally, user-reporters' satisfaction with the mobile application is negatively associated with the user-reporters' choice of traditional and e-government channels. Our results expand and update the empirical evidence on channel choice at the user level, and provide insights for public service producers who aim at enhancing public service delivery through digital users' engagement. 相似文献
16.
《Government Information Quarterly》2018,35(3):418-427
The gap between the approval of RTI laws and their implementation leaves room for discretionary bias and discrimination from government officials. This paper explores possible discretionary bias and ultimately discriminatory behavior exhibited by Uruguayan government agencies while answering RTI requests. We explore whether public officials are more likely to respond to requests from citizens that are informed about their right under the RTI law vs regular citizens, as well as from influential citizens (journalists and firm owners). We also assess whether public servants' responses to RTI requests are gender-biased. We conducted a randomized field experiment to test for unequal treatment given to citizens' requests by Uruguayan government officials, considering different citizen categories. We find that only those citizens who know the RTI law and invoke its existence have a greater likelihood of obtaining an answer from bureaucrats. This result is driven mostly by men's requests declaring they know the law when making their request, while invoking the law doesn't make a difference in responses to women. These findings show that public campaigns to promote citizens' awareness of RTI laws and their use, not only would increase requests, but also governments' responsiveness regarding RTI requests. 相似文献
17.
三网融合环境下公共图书馆民生服务创新 总被引：1，自引：0，他引：1
关注民生是公共图书馆的传统。三网融合环境为公共图书馆民生服务创新带来了新的机遇,但服务实践中还面临民生信息服务意识、资源配置、服务方式、服务深度等方面的挑战。在对三网融合政策与国际经验剖析的基础上,文章提出公共图书馆融入社区、图书馆参与政府行动、嵌入民生工程、建立民生服务品牌、完善服务基础、提高数字化民生服务水平等建议。 相似文献
18.
《Government Information Quarterly》2023,40(3):101813
The prevalence of disability across the globe is substantial and is predicted to increase as the population ages. As of 2022, almost one in six citizens in Australia has a disability, with most relying on e-government services to support aspects of their daily living. To cope with the growing service demands, the government is using e-government services as a “default” means to deliver government policy outcomes that create public value for citizens living with disability. It is therefore critical that e-government succeed, as failure to provide adequate services to citizens living with disability can lead to measurable economic and social consequences. This study aims to identify the factors that influence e-government success from the perspective of citizens living with disability, using a public value approach. The study examines twenty cases representing citizens living with disability in Australia, analysed through the ‘lived’ experience of these citizens using e-government. 相似文献
19.
Electronic government (e-Government) systems are becoming an essential strategic tool in the delivery of e-Government-to-Business services (e-G2B). The purpose of this research is to explore direct and indirect effects of trust in online services on the satisfaction of the e-Government service users and other perceptions such as e-G2B system effectiveness and the operational effectiveness of organizations. Based on a sample of e-G2B service users from Saudi Arabia, our preliminary findings suggest that the effects of trust on user satisfaction are mediated by e-G2B system effectiveness measures (e.g., System Quality, Service Quality, and Information Quality) and by operational effectiveness. In addition, we find that operational effectiveness and information quality are the most important drivers of user satisfaction. In contrast to previous research, our results show a negative relationship between trust in online services and service quality and suggest that this finding may have important implications for theory and practice. 相似文献
20.
美国图书馆开展政府信息服务历史悠久,健全的法律保障、与政府良好的合作关系、公民的主动参与、完善的利用机制是促进美国图书馆政府信息服务的重要因素。与美国相比,中国图书馆开展政府信息服务的时间短,地区发展不平衡;相关法律、政府信息、服务对象的缺失很大程度上阻碍了中国公共图书馆政府信息服务的开展。中国需要加强相关法律的制订与完善,为图书馆开展政府信息服务创造一个好的环境,此外图书馆自身也要积极参与到政府信息服务这项工作,同时通过努力强化公民的参与意识。 相似文献