Chan, Frank K. Y.Thong, James Y. L.Brown, Susan A.Venkatesh, Viswanath2022-05-262022-05-262020-10-240033-3352http://hdl.handle.net/10919/110339This 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.Pages 874-89421 page(s)application/pdfenIn CopyrightACCEPTANCEADOPTIONCUSTOMER SATISFACTIONDIGITAL DIVIDEINFORMATION-TECHNOLOGYMODELPublic AdministrationPUBLIC VALUEQUALITYTRUSTUSER SATISFACTIONservice designcitizen satisfactione-governmentservice qualityArticle - Refereed2022-05-09https://doi.org/10.1111/puar.13308815Venkatesh, Viswanath [0000-0001-8473-376X]1540-6210