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Faktoren für die kontinuierliche Nutzung von E-Government: Nutzenorientierte Erwartungen der Bürger besser verstehen und berücksichtigen
Abstract
Das Internet bietet öffentlichen Verwaltungen Möglichkeiten zur elektronischen Bereitstellung und Unterstützung ihrer Leistungen. Die Nutzung dieser E-Government-Angebote erfolgt bislang jedoch nicht flächendeckend und konsistent. Auf Basis einer Analyse der bestehenden Forschung in verschiedenen Bereichen wurde ein Untersuchungsmodell entwickelt, das Verwaltungen bei der Gestaltung ihrer E-Government-Angebote unterstützen kann.
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e-Government has the potential to improve public administration efficiency by increasing convenience, performance and accessibility of government information and service to users. But knowledge about e-Government remains limited. To realize its potential, e-Government needs to be grounded on in-depth understanding of target users" needs, perceptions and other factors influencing its uptake. This cross-sectional study identifies and examines factors influencing e-Government portal satisfaction and adoption by individual citizens in Macao, three years after its inauguration. It is an adaptation to the e-Government context of a model developed for assessing e-commerce websites. To understand the determinants of e-government portal adoption, an integrated model of user satisfaction and technology acceptance is empirically tested. The integrated model involves four success factors --information quality, system quality, perceived effectiveness and social influence --which impact user satisfaction with the e-Government website, influencing intention to reuse. Overall, the study proposes that user perceptions about the e-Government portal influence user attitude towards the portal. An Internet survey collected data from 464 online users of Macao"s e-government portal. The model was found to explain a large proportion of the variance in citizen"s intention to reuse the portal. The portal partially mediates the relationship between success factors and intention-to-reuse. The results provide evidence that Information Quality, System Quality and Social Influence (but not Perceived Effectiveness) are success factors influencing user satisfaction and adoption. It is recommended that portal management needs to ensure ease-of-use, currency and accuracy of the supplied information. Timely information updating is a major concern for the e-Government portal in Macao. The content an e-government portal that is perceived by users to be easier to navigate is likely to facilitate satisfaction and reuse. Finally, the importance of social influence justifies, managerial actions aimed at improving e-Government portal acceptance by individual users and government employees.
Advances in Internet technologies have led to the popularity of technology-based self-services, with the design of such services becoming increasingly important. Using technology-based services in the public sector as the setting, we identified the key service attributes driving adoption and use of transactional e-government services, and citizens’ preference structures across these attributes. After identifying four key attributes, i.e., usability, computer resource requirement, technical support provision and security provision, we conducted a Web-based survey and a conjoint experiment among 2465 citizens. In a two-stage Web-based survey, citizens reported their perceptions about a smartcard technology for transactional e-government services before use, and their use and satisfaction 4 months later. Results showed that the key attributes (noted above) influenced citizens’ intentions, subsequent use and satisfaction. In the conjoint experiment, citizens reported their preferences for key service attributes for two transactional e-government services. Further, a cluster analysis uncovered four distinct citizen segments, i.e., balanced, usability-focused, risk-conscious and resource-conservative, that can inform efforts in designing e-government services. A post hoc analysis confirmed the appropriateness of the market segmentation in understanding citizens’ adoption and use of transactional e-government services.
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.
After more than a decade of research in the field of e-government, it is now timely and appropriate to reflect upon the overall
developmental directions in the area. The purpose of this paper is to explore research progress to date by systematically
analysing the existing body of knowledge on e-government related issues. Usable data relating to e-government research currently
available were collected from 434 research articles. Based on the investigation of the various studies, our findings reveal
that survey was the most utilised research method, and the Technology Acceptance Model was the most utilised theory to explain
research models. Although a large number of theories and theoretical constructs were borrowed from the reference disciplines,
their exploitation by e-government researchers appears largely random in approach. The paper also presents limitations and
further research directions.
For more than a decade e-Commerce and e-Government applications have made major impacts in their respective sectors, private and public. Some time ago, we presented early insights from a comparative study of the two phenomena. This paper reports on more robust findings from an ongoing empirical investigation and deepens our understanding of similarities and differences between e-Commerce and e-Government. The findings show that despite major similarities the two phenomena follow quite separate and distinct trajectories.
This study reviews the literature on e-service quality (e-SQ), with an emphasis on the methodological issues involved in developing measurement scales and issues related to the dimensionality of the e-SQ construct. We selected numerous studies on e-SQ from well-known databases and subjected them to a thorough content analysis. The review shows that dimensions of e-service quality tend to be contingent on the service industry. Despite the common dimensions often used in evaluating e-SQ, regardless of the type of service on the internet (‘reliability/fulfilment’, ‘responsiveness’, ‘web design’, ‘ease of use/usability’, ‘privacy/security’, and ‘information quality/benefit’), other dimensions are specific to e-service contexts. The study also identifies several conceptual and methodological limitations associated with developing e-SQ measurement such as the lack of a rigorous validation process, the problematic sample size and composition, the focus on functional aspects, and the use of a data-driven approach. This is the first study to undertake an extensive literature review of research on the development of e-SQ scales. The findings should be valuable to academics and practitioners alike.
This paper examines cognitive beliefs and affect influencing one's intention to continue using (con- tinuance) information systems (IS). Expectation- confirmation theory is adapted from the consumer behavior literature and integrated with theoretical and empirical findings from prior IS usage research to theorize a model of IS continuance. Five research hypotheses derived from this model are empirically validated using a field survey of online banking users. The results suggest that users' continuance intention is determined by their satisfaction with IS use and perceived usefulness of continued IS use. User satisfaction, in turn, is influenced by their confirmation of expectation from prior IS use and perceived usefulness. Post- acceptance perceived usefulness is influenced by 1 Ron Weber was the accepting senior editor for this paper. users' confirmation level. This study draws atten- tion to the substantive differences between accep- tance and continuance behaviors, theorizes and validates one of the earliest theoretical models of IS continuance, integrates confirmation and user satisfaction constructs within our current under- standing of IS use, conceptualizes and creates an initial scale for measuring IS continuance, and offers an initial explanation for the acceptance- discontinuance anomaly.
Strukturgleichungsmodellierung. Eine anwendungsorientierte Einführung in die Kausalanalyse mit Hilfe von AMOS
- R Weiber
- D Mühlhaus
- R. Weiber