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

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dc.contributor.authorChan, Frank K. Y.en
dc.contributor.authorThong, James Y. L.en
dc.contributor.authorBrown, Susan A.en
dc.contributor.authorVenkatesh, Viswanathen
dc.date.accessioned2022-05-26T11:40:22Zen
dc.date.available2022-05-26T11:40:22Zen
dc.date.issued2020-10-24en
dc.date.updated2022-05-09T01:55:18Zen
dc.description.abstractThis 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.en
dc.description.versionAccepted versionen
dc.format.extentPages 874-894en
dc.format.extent21 page(s)en
dc.format.mimetypeapplication/pdfen
dc.identifier.doihttps://doi.org/10.1111/puar.13308en
dc.identifier.eissn1540-6210en
dc.identifier.issn0033-3352en
dc.identifier.issue5en
dc.identifier.orcidVenkatesh, Viswanath [0000-0001-8473-376X]en
dc.identifier.urihttp://hdl.handle.net/10919/110339en
dc.identifier.volume81en
dc.language.isoenen
dc.publisherWileyen
dc.relation.urihttp://gateway.webofknowledge.com/gateway/Gateway.cgi?GWVersion=2&SrcApp=PARTNER_APP&SrcAuth=LinksAMR&KeyUT=WOS:000581825100001&DestLinkType=FullRecord&DestApp=ALL_WOS&UsrCustomerID=930d57c9ac61a043676db62af60056c1en
dc.rightsIn Copyrighten
dc.rights.urihttp://rightsstatements.org/vocab/InC/1.0/en
dc.subjectACCEPTANCEen
dc.subjectADOPTIONen
dc.subjectCUSTOMER SATISFACTIONen
dc.subjectDIGITAL DIVIDEen
dc.subjectINFORMATION-TECHNOLOGYen
dc.subjectMODELen
dc.subjectPublic Administrationen
dc.subjectPUBLIC VALUEen
dc.subjectQUALITYen
dc.subjectTRUSTen
dc.subjectUSER SATISFACTIONen
dc.subjectservice designen
dc.subjectcitizen satisfactionen
dc.subjecte-governmenten
dc.subjectservice qualityen
dc.titleService Design and Citizen Satisfaction with E-Government Services: A Multidimensional Perspectiveen
dc.title.serialPublic Administration Reviewen
dc.typeArticle - Refereeden
dc.type.dcmitypeTexten
dc.type.otherArticleen
dcterms.dateAccepted2020-01-01en
pubs.organisational-group/Virginia Techen
pubs.organisational-group/Virginia Tech/Pamplin College of Businessen
pubs.organisational-group/Virginia Tech/Pamplin College of Business/Business Information Technologyen
pubs.organisational-group/Virginia Tech/All T&R Facultyen
pubs.organisational-group/Virginia Tech/Pamplin College of Business/PCOB T&R Facultyen

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