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1.
Ibrahim H. Osman Abdel Latef Anouze Zahir Irani Baydaa Al-Ayoubi Habin Lee Asım Balcı Tunç D. Medeni Vishanth Weerakkody 《Government Information Quarterly》2014
E-government services involve many stakeholders who have different objectives that can have an impact on success. Among these stakeholders, citizens are the primary stakeholders of government activities. Accordingly, their satisfaction plays an important role in e-government success. Although several models have been proposed to assess the success of e-government services through measuring users' satisfaction levels, they fail to provide a comprehensive evaluation model. This study provides an insight and critical analysis of the extant literature to identify the most critical factors and their manifested variables for user satisfaction in the provision of e-government services. The various manifested variables are then grouped into a new quantitative analysis framework consisting of four main constructs: cost; benefit; risk and opportunity (COBRA) by analogy to the well-known SWOT qualitative analysis framework. The COBRA measurement scale is developed, tested, refined and validated on a sample group of e-government service users in Turkey. A structured equation model is used to establish relationships among the identified constructs, associated variables and users' satisfaction. The results confirm that COBRA framework is a useful approach for evaluating the success of e-government services from citizens' perspective and it can be generalised to other perspectives and measurement contexts. 相似文献
2.
对X市65位公众的访谈数据进行分析,探讨中国地方电子政务公共服务的公众接受问题。研究发现,政府部门对电子政务的宣传方式、渠道及其效果是影响电子政务公共服务可及性的关键性因素;效益性因素、制度性因素和技术性因素是影响公众接受和使用电子政务公共服务的关键性因素。在此基础上,提出了一个用于分析和解释中国地方电子政务公共服务的公众接受问题的初步框架。 相似文献
3.
Accessibility of much country-level information and many web services, originating from governments are a global standard. The governments of emerging economies in the eastern countries especially need to adopt, without undue delay, the advanced technologies for providing better web services to their citizens. However, consideration and evaluation of the effectiveness and efficiency of governments' web services is currently lacking in previous literature. Thus, this study first adopts a computational approach suggested in the literature to measure the effectiveness of Taiwan's established, city- and county-level (25 cities and counties, and 1411 governmental units) governments' websites. Then, by considering the IT-related input and output resources as suggested by the experts of e-government during several in-depth interviews, data envelopment analysis (DEA) evaluates the efficiency of Taiwan's governmental web services. This study reveals that the well-developed web services provided by Taiwan's government are apparent in two geographically dispersed cities (north and south) and one county in the northern region of Taiwan. In addition, six cities and counties appear to be ineffective and inefficient in providing web services to Taiwan's citizens due to their geographical remoteness from the capital and small regional populations. An additional finding confirms the significant effect of population size on Taiwanese services for e-government in each city and county. Finally, this study suggests applying more attention to website designs for different levels or regions of governments and building alternative communication channels for citizens with different backgrounds. Consequently, providing citizens' most-requested services becomes easier, and the resources' distribution becomes effective and efficient for those in different geographical locations. This study's findings represent a reference for providing better electronic publically accessible services, and a benchmark for scholars conducting further research in this area. 相似文献
4.
《Government Information Quarterly》2020,37(3):101485
The continuous use of eGovernment services is a de facto for its prosperity and success. A generalised sense of citizens' self-efficacy, expectations, and satisfaction offer opportunities for governments to further retain needed engagements. This study examines the factors influencing citizens' continuance use of eGovernment services. Through the integration of Social Cognitive Theory, Expectation Confirmation Theory, DeLone and McLean IS success model, and E-S-QUAL, a survey of 471 citizens in the UK, engaging in online public services, found that prior experience, social influence, information quality, and service quality, personal outcome expectation, and satisfaction, are significant predictors of citizens' intention to use eGovernment, when they are regulated, through citizens' self-efficacy. The present study extends the roles of pre-adoption and post-adoption by offering a self-regulating process. Therefore, it demonstrates how critical it is for the government's leaders to understand the patterns of the long-term process for electronic systems continually. 相似文献
5.
《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
6.
The research work on understanding whether citizens will readily accept to engage with governments in e-participation initiatives through social media remains limited. Therefore, this study investigates the factors that are influencing citizens' intention to engage in government-led e-Participation initiatives through Facebook. To that end, the study proposes and validates a citizen-centric acceptance model. The proposed model extends the model primarily established on the theory of planned behavior, by incorporating additional factors that emerged from relevant literature. The research data were collected from a survey of 400 Facebook users in Jordan using a probability sample technique. The results revealed that the factors with the most significant influence on citizens' intention to engage in government-led e-participation initiatives through Facebook are: the citizens' attitude, participation efficacy, and perceived behavior control. Subjective norms and perceived value, however, have no direct effect on citizens' intention to engage in government-led e-participation initiatives through Facebook. Furthermore, the results showed that the citizens' attitude is primarily determined by participation efficacy, perceived usefulness and compatibility of Facebook, and perceived value. In contrast, the factors perceived ease of use of Facebook, citizens' trust in government, and citizens' trust in Facebook, have no significant impact on citizens' attitude. These factors have rarely been empirically tested in the context of e-participation. Consequently, this study paves the way towards a better understanding of the important factors that influence citizens' intention to participate, which, in turn, will inform the design and implementation of e-participation initiatives. 相似文献
7.
AI-based self-service technology in public service delivery: User experience and influencing factors
《Government Information Quarterly》2021,38(4):101520
Public sectors are utilizing AI-based self-service technology (SST) at an accelerating rate, given its potential for improving work efficiency and user experience, reducing service costs, and relieving human workloads. However, there is a limited understanding of the factors influencing citizens' user experience when services supported by AI-based SST are provided. Thus, with insights from the Consumer Value Theory, this paper aims to explore the factors that are important to AI-based SST user experience and the conditional role of trust in government. The on-site survey of 379 citizens in a public service center in China indicates that user experience positively relates to personalization and aesthetics and negatively associates with perceived time spent on the AI-based self-service machines. In addition, the results suggest that citizens with more trust in government are more likely to have a pleasant experience coming from AI-based SST's personalization and aesthetics. Public managers should ensure that the AI-based SST is aesthetically appealing and should be able to personalize the delivery of the right contents to the right person at the right time. Furthermore, they should always prioritize cultivating more trust from citizens to achieve a more positive user experience. 相似文献
8.
Qiang Zhao 《International Information and Library Review》2013,45(3):208-211
Delivering public services to citizens via the Internet is the basic goal of E-government. Although websites are becoming essential elements of public e-services in local public administration in China, little is known about their efficiency and effectiveness. The objective of this paper is to evaluate the actual status of Web-enabled public services to citizens in municipal e-government implementation in the Yangtze River Delta. Eight categories of public services to citizens delivered through the Internet have been identified in the websites of the 14 local municipal governments. These public services include birth, marriage, domicile register, education, social security, public utility, health and traffic. Using the methodology of service maturity, this study evaluates the quality and usage of public e-services to citizens in the Yangtze River Delta. The results of this study show that almost all city governments are shifting from the traditional bureaucratic paradigm to the e-government public service paradigm, albeit with significant differences in public e-services level in these cities. At present, e-government public services to citizens in almost all the cities studied are mostly limited to on-line presentations of government information with a low degree of development of interaction and on-line transaction. The municipal governments and policymakers in the near future will have to strengthen the interactivity of their websites with citizens and improve the on-line transaction level in order to deliver citizen-centric public e-services. 相似文献
9.
Qiang Zhao 《International Information and Library Review》2010,42(3):208-211
Delivering public services to citizens via the Internet is the basic goal of E-government. Although websites are becoming essential elements of public e-services in local public administration in China, little is known about their efficiency and effectiveness. The objective of this paper is to evaluate the actual status of Web-enabled public services to citizens in municipal e-government implementation in the Yangtze River Delta. Eight categories of public services to citizens delivered through the Internet have been identified in the websites of the 14 local municipal governments. These public services include birth, marriage, domicile register, education, social security, public utility, health and traffic. Using the methodology of service maturity, this study evaluates the quality and usage of public e-services to citizens in the Yangtze River Delta. The results of this study show that almost all city governments are shifting from the traditional bureaucratic paradigm to the e-government public service paradigm, albeit with significant differences in public e-services level in these cities. At present, e-government public services to citizens in almost all the cities studied are mostly limited to on-line presentations of government information with a low degree of development of interaction and on-line transaction. The municipal governments and policymakers in the near future will have to strengthen the interactivity of their websites with citizens and improve the on-line transaction level in order to deliver citizen-centric public e-services. 相似文献
10.
The public sector more and more deploys personalized e-government services. Personalization offers great opportunities to make communication more effective and efficient, to infer and predict citizens' behavior and to even influence behavior. However, some drawbacks must be considered. Important organizational barriers hinder the implementation of personalized e-government services and important user obstacles, such as access, trust, control, and privacy, have to be overcome to make fruitful use of those personalized e-government services. 相似文献
11.
12.
[目的/意义]从用户感知的角度,构建基于服务接触的电子政务门户网站知识服务质量影响因素模型,为电子政务门户网站知识服务质量优化奠定基础。[方法/过程]通过问卷调查构建电子政务门户网站知识服务接触质量影响因素假设模型,运用探索性因子分析法对假设模型进行检验、修正,并对修正后的电子政务门户网站知识服务接触质量影响因素模型进行讨论。[结果/结论]构建电子政务门户网站知识服务接触质量影响因素模型,从用户感知角度全面综合分析电子政务门户网站知识服务接触质量影响因素的构成。 相似文献
13.
Hendrik Scholta Willem Mertens Marek Kowalkiewicz Jörg Becker 《Government Information Quarterly》2019,36(1):11-26
This paper responds to two observations about current government service delivery. First, despite reasonable efforts to improve the design of forms and to establish single points of contact in one-stop shops, citizens still perceive forms as cumbersome. Second, citizens expect governments to act proactively by initiating appropriate government services themselves, instead of relying on requests for services from citizens. To address these two issues, this paper proposes a transition from a one-stop shop to a no-stop shop, where the citizen does not have to perform any action or fill in any forms to receive government services. The contribution of this paper is an e-government stage model that extends existing models. Stage models are suitable tools with which to inspire future developments, and ours extends previous models that guide progress toward the one-stop shop by describing two further stages: the limited no-stop shop and the no-stop shop. We define three dimensions along which to progress: integration of data collection, integration of data storage, and purpose of data use. We provide a first test of the model's validity through three case studies: the e-government practices in Austria, Estonia, and an Australian state government. Our work complements existing research on e-government stage models and proactive government service delivery. 相似文献
14.
《Government Information Quarterly》2021,38(4):101616
The recent global pandemic has highlighted the importance of efficient communication between the government and its citizens through online platforms. While approximately 90% of governments around the world have opened up their websites to provide government information and public services, many have been criticized for their quality issues. The unsatisfactory upkeep of government websites may be due to the lack of adequate guidelines and evaluation tools for public managers, which would enable them to achieve the superior goals of e-government initiatives. We posit that evaluating government websites should be done with a formative and theory-based approach instead of summative or conclusion-based ones, as a government website is a long-term mechanism to achieve the objectives of e-government programs. Accordingly, this study empirically tests the Democratic E-governance Website Evaluation Model (DEWEM) that was conceptually created by Lee-Geiller and Lee (2019). Through a series of measurement development procedures, the results present a more concise, refined and validated model consisting of 25 items under 5 factors, whose associations to the outcome of democratic e-governance were statistically significant. The validated DEWEM also shows significant correlations with citizens' satisfaction and intention to use the website. This study advances the body of evaluation research for government websites and provides public managers with credible and useful guidelines for improving their websites. 相似文献
15.
《Government Information Quarterly》2023,40(3):101809
A growing body of research suggests that officials in China are highly responsive to citizens' requests on e-government platforms. However, our understanding of the effects of such responsiveness in China remains limited due to the lack of research from a citizen perspective. By conducting two online survey experiments involving 205 residents of Hubei Province, China, we examined the features of government responses in the e-government context that affect citizens' perceptions of government performance. The findings show that even a delayed and unhelpful response can have a positive impact on citizens' satisfaction with the government. This effect is mediated by the level of perceived government responsiveness. Moreover, citizens are affected more by the usefulness than by the timeliness of the government's responses. These results suggest that by combining the broad implementation of e-government with a higher response quality, the Chinese government can establish a new means of gaining public support. 相似文献
16.
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
17.
《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
18.
The last few decades have witnessed unprecedented transformations in every sector of society, resulting from the explosive advancement of information and communication technologies. This drastic development has raised the hopes of citizens for better lives, in both developing and advanced countries, urging innovation in government to make it more competent. Due to e-business revolutions, governments around the world have applied similar principles and technologies to government by opening their websites for more efficient publication of information and more effective delivery of public services. While a government website is an important venue for citizens to participate in public affairs and decision-making processes, early e-government practices tended to overlook democratic purposes by focusing on the features of e-business and information systems. There have been increasing criticisms that e-government system design has focused mainly on the provider's perspectives. Reflecting on the theoretical implications of this, we argue that a government website should facilitate democratic processes involving not only information sharing and delivery of better public services, but also deliberation and coproduction. The purpose of this study is to probe into multidimensional features that enable government websites to fulfill their promises. Developing an integrative model for evaluating a government website, namely the Democratic E-governance Website Evaluation Model, we conducted a qualitative meta-analysis of four strands of literature: information systems, business, public administration, and democratic theory. Our study contributes to the literature by extending the purview of e-government website analysis beyond the question of citizens' acceptance and towards the issue of their engagement, bringing a stimulating view of citizens as active agents in governance, and it provides a holistic model for public authorities to improve their websites to facilitate democratic e-governance that helps to create more effective public outcomes. 相似文献
19.
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
20.
The traditional focus of e-government services research has been on non-mobile services but now with the incorporation of mobile services more people are able to access these Mobile e-government services (m-government services). In addition, such services are critical for improving user-to-government communication effectiveness and maintaining relationships. The purpose of this study is to identify the factors that determine user acceptance of these services. Based primarily on the theory of planned behavior and supplemented by the mobile communication perspective, a sample of 331 users of m-government services in Taiwan was tested. The findings show that perceived usefulness, perceived ease of use, trust, interactivity, external influence, interpersonal influence, self efficacy, and facilitating conditions are critical factors. This study has given us a better understanding of critical mobile communication factors in improving user acceptance of m-government services. Implications and recommendations for research and practice are also presented and discussed. 相似文献