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E-Government Portal Characteristics and Individual Appeal: An Examination of E-Government and Citizen Acceptance in the Context of Local Administration Portals
Abstract
E-government applications have become an important interface between citizens and public administration. However, quantitative research on e-government usage shows a tendency toward generic research models and in part lacks statistical rigor. Especially mediating conditions are often not taken into account appropriately. This contribution addresses this gap and provides a conceptually extended model of technology acceptance in the context of online city portals. The proposed model is tested with a large sample (n = 1,273) using structural equation modeling. Ease of use, usefulness, and privacy were found to be determinants of e-government portal acceptance, which in turn determines continuance intention of e-government portals. Furthermore, Internet competence and need for personal interaction were found to be direct determinants of continuance intention on the level of individual user appeal. The findings are discussed in terms of theory, and implications for public managers of online city portals are derived.
... Facilitating conditions assess how much a person believes that the system's technical and organizational infrastructure is in place to enable its utilization (Rodrigues, Sarabdeen, & Balasubramanian, 2016). The proposed models measuring e-Government quality based on the TAM retain the two core dimensions of perceived ease-of-use and perceived usefulness, incorporate the UTAUT social influence construct, and add dimensions such as attraction, interaction, privacy (Wirtz B. W., Piehler, Rieger, & Daiser, 2016), trust (Daştan, 2015), information quality (Daştan, 2015;Lin, Fofanah, & Liang, 2011) and personal characteristics (Wirtz, Piehler, & Daiser, 2015). ...
... In order to provide a more solid foundation for the optimization potential of e-Government portals, Wirtz et al. (2015) investigated both previous empirical research and theoretical justification. The outcome was a research model that incorporates user perception. ...
... According to cognitive theory, human conceptualization, comprehension, and decision-making are innerpsychological processes based on information processing. These processes, which are not part of observable behavior, are based on social realities created by individuals or groups rather than on the laws of nature (Wirtz, Piehler, & Daiser, 2015). They present as plans or imagined constructs (Johnson-Laird, 1983;Piaget, 1997). ...
The European Union has prioritized e-Government and digital transformation development, and several international organizations, including the United Nations and the European Commission, have proposed methods for measuring them. However, Greece has received inconsistent results in reports evaluating its digital readiness. This study examines how the e-Government strategies and goals proposed by the European Commission from 2006 to 2020 were implemented in Greece. The findings indicate that Greece differentiated from the proposed strategy and followed a different digital transformation framework. The study continues with an analysis of e-Government development and adoption at the municipal level due to their significant impact on people's day-to-day life and their exclusion from benchmarking or ranking reports on digital transformation. A literature review is conducted on the development of e-Government in Greek municipalities, and the quality of 50 municipal e-Government portals is evaluated using three distinct perspectives: supply side (e-Government Maturity Models), demand side (Technology Acceptance Models), and objective (Web Accessibility Guidelines using the Lighthouse automated tool). The results show that demand-side methodologies provide a more comprehensive assessment of e-Government portal quality, while objective methods using automated tools require further development. The analysis concludes that municipalities perform at a medium level regarding e-Government quality in all methods, with the lack of usefulness being the main issue. Considering the lack of usefulness, a crowdsourcing approach was used to determine the citizens' thoughts on the services that should be provided through e-Government portals. The study results in a new typology on how e-Government portals need to be developed in order to be considered useful.
... Most importantly, it refines not only how profit-oriented entities like businesses operate but also how governments deliver services to people. Electronic government, or e-government, is briefly defined as the application of technology in public service deliverance, particularly web-based systems, for various purposes such as providing information, conducting transactions and making decisions (Wirtz et al., 2015). The implementation of e-government generally aims to increase accountability and efficiency in government-stakeholder interactions. ...
... Following the suit, research on e-government has advanced mostly on the identification of key determinants to the effectiveness (Seel and Thomas, 2007;Yang and Rho, 2007). However, studies remain fragmented in examining either the supply side factors such as easy of navigation and web privacy (Wirtz et al., 2015), or the demand side factors such as awareness of public services and trust (Mensah and Adams, 2020). Although these studies have contributed much to the literature, there is still lack of understanding on the effects within a specific economic-social issue, that is information literacy. ...
... Alike many other affairs, public service also could not escape the need for digitalisation. Prior research has offered few definitions for e-government, whereas in short, it refers to a transformation of existing government services into a digital mostly web-based platform (Wirtz et al., 2015). Thus, e-government could range from the simplest web page of displaying information to the most complex transactions such as pay taxes or even online voting. ...
... Most importantly, it refines not only how profit-oriented entities like businesses operate but also how governments deliver services to people. Electronic government, or e-government, is briefly defined as the application of technology in public service deliverance, particularly web-based systems, for various purposes such as providing information, conducting transactions and making decisions (Wirtz et al., 2015). The implementation of e-government generally aims to increase accountability and efficiency in government-stakeholder interactions. ...
... Following the suit, research on e-government has advanced mostly on the identification of key determinants to the effectiveness (Seel and Thomas, 2007;Yang and Rho, 2007). However, studies remain fragmented in examining either the supply side factors such as easy of navigation and web privacy (Wirtz et al., 2015), or the demand side factors such as awareness of public services and trust (Mensah and Adams, 2020). Although these studies have contributed much to the literature, there is still lack of understanding on the effects within a specific economic-social issue, that is information literacy. ...
... Alike many other affairs, public service also could not escape the need for digitalisation. Prior research has offered few definitions for e-government, whereas in short, it refers to a transformation of existing government services into a digital mostly web-based platform (Wirtz et al., 2015). Thus, e-government could range from the simplest web page of displaying information to the most complex transactions such as pay taxes or even online voting. ...
... A positive relationship between perceived ease of use and adoption behavior is well documented in the literature (Hung, Tang, Chang, & Ke, 2009;Ozkan & Kanat, 2011;Wirtz, Piehler, & Daiser, 2015). Perceived information quality and perceived functional benefit are key factors that lead users to adopt ICT-based government services. ...
... These two concepts imply that people who believe new technology will provide useful information and help them complete tasks efficiently tend to accept the technology and make use of it (Shareef et al., 2011). Perceptions of usefulness, regarding information quality and task completion, have been reported to play a considerable role in the adoption of information technologies (Oliveira, Faria, Thomas, & Popovič, 2014;Ozkan & Kanat, 2011;Wirtz et al., 2015). Another important aspect of ICT-based services that encourages adoption behavior is the security of a system. ...
... Social media competency is a prerequisite condition for seeking risk information from these sources (Cheng & Mitomo, 2017;Lallmahomed, Lallmahomed, & Lallmahomed, 2017;Wirtz et al., 2015). By adopting the conceptualization of the internet's self-efficacy established by Eastin and LaRose (2000), this study defines social media competency as the degree to which a person is confident in his or her ability to perform tasks on social media required to meet given communication goals. ...
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.
... The outcome of this study may address this barrier in Jordan. 6 Government applications the concept has been used successfully in some e-Government studies (Alanezi, Kamil, & Basri, 2010;Wirtz et al., 2015). ...
Drawing on information systems success model and technology acceptance model, this article will examine the impact of system quality, information quality, and service quality on perceived usefulness, perceived ease of use, and citizen's attitudes toward the use of e-JC system. Data analysis involving 398 randomly selected subjects was conducted to test these propositions, general support was found for all the interactions. Results from structural equation modeling delineates that information, system and service quality of e-government influences citizens perceived ease of use and perceived usefulness, which in turn influences citizens adoption/attitudes toward use of the e-government system. The findings indorse the model of interest, and also contributes to the literature by strengthening researchers' theoretical and practical understanding of the effects of information, system, and service quality in developing e-government system.
... A government policy aimed at ease of use, utility and privacy that are key factors in accepting the egovernment portal can be the key to re-establishing e-government. (Wirtz et al 2015). ...
The improvement of public administration and good governance are key challenges for any organized state. The subject of this article is the implementation of e-governance in Greece. The implementation of digital governance is a valuable tool in order to improve public administration, transparency, participatory democracy and the services provided by the state to the citizen. The implementation of e-government in Greece is an innovative issue with many applications in our daily lives. The article can help politicians, public officials, officials, citizens and any other interested to understand the importance of digital governance. The result can be an increase in the level of digital governance and therefore an increase in government services to citizens, an improvement in the efficiency and effectiveness of public administration, an increase in transparency in the management of public affairs and an increase in citizen participation in matters of public interest. Finally, this article can be a measure of comparison for other countries that have similar characteristics to Greece in order to improve e-governance.
... Situasi sumberdaya manusia yang diinginkan adalah kepakaran yang telah tersedia secara internal seperti ahli TIK. Kompetensi TIK mencakup kemampuan khusus yang dibutuhkan oleh para profesional yang bertanggung jawab untuk pengembangan perangkat lunak atau produk dan layanan komunikasi (Tristán-López & Ylizaliturri-Salcedo, 2014) selain itu kompetensi internet juga diperlukan dimana kompetensi internet dipahami sebagai seperangkat sikap mengenai pengalaman individu yang dirasakan dalam menggunakan aplikasi dan platform berbasis internet (Wirtz, Piehler, & Daiser, 2015). Pelayanan berbasis e government dipengaruhi oleh dukungan pemerintah dalam meningkatkan ketersediaan IT yang kompeten seperti memberikan pelatihan untuk mengembangkan kemampuan karyawan. ...
Pemerintah Kota Kendari melalui perangkat daerahnya telah membuat berbagai Berbagai inovasi layanan elektronik berbasis aplikasi yang bertujuan memudahkan masyarakat mengakses layanan dan mendapatkan pelayanan dari pemerintah. Seluruh aplikasi tersebut telah tersemat dalam kendarikota.go.id.. Penelitian ini menggunakan metode deskriptif kualitatif, dengan teknik pengumpulan data yang digunakan adalah wawancara, dan studi dokumen. Wawancara dilakukan terhadap sejumlah informan yang ditentukan secara purposive, mencakup pimpinan dan staf di Badan Perencanaan dan Pembangunan Daerah (Bappeda) Kota Kendari untuk topik perencanaan (E-Planning), Dinas Kependudukan dan Catatan Sipil (Disdukcapil) Kota Kendari untuk topik pelaksanaan pelayanan Administrasi Kependudukan, Rumah Sakit Umum Daerah Kota Kendari untuk topik pelaksanaan pelayanan Kesehatan, Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu (PMPTSP) untuk penyelenggaraan pelayanan perizinan dan nonperizinan, serta BKPSDM Kota Kendari untuk topik e-kinerja. Metode pengolahan dan analisis data mengikuti model analisis interaktif Miles, Huberman, & Saldana (2014) yang mencakup penyajian data dan pengembangan pemahaman yang baik yang keduanya dilakukan secara bersamaan dengan pengumpulan data.
... The findings within the previous chapter shed guidance on the last factor impacting the technology management process required for the creation of E-Readiness within Jordanian municipalities; according to Heeks (2001), E-Government provides several different possibilities in terms of connectivity between the government and its citizens, one of which is the interactivity required to deliver information from citizens, as well as to receive information from citizens (known as external interactivity). In addition to this, there is another dimension of external interactivity that defines how public agencies interact with private sector institutions, which plays an important role in rolling the economic wheel of a given country (Humphrey & Mayoka, 2016): the development of a partnership with communities, thus aiding in the improving of quality of life through permitting citizens to directly feed their feedback on public services into the E-Government portal (Wirtz et al., 2015). When it comes to guidance, Tripathi & Parihar (2011) argued whilst investigating the challenges and benefits of the cloud-based E-Government initiative that the success of the E-Government initiative relies not only guidance but also on its provision; in brief, the guidance element of E-Government poses a social challenge (i.e., concerning the diversity of the society-such as within a country-and how it may include people from different walks of life with variations in spoken language, technical knowledge, and literacy level, thus directly threatening accessibility, usage, and acceptance of E-Government ). ...
E-Government readiness is recognised as the government’s method of using information and
communication technologies as a way to exchange data and provide business and citizens with
services; indeed, E-Readiness is the government’s strength to transfer its services and tasks
into the new context. In the context of Jordan, E-Government implementation within local
governments (i.e., municipalities) has been comparatively limited and inactive, and so it is
within this current research that E-Government practices within countries surrounding Jordan
(e.g., the Arab Gulf) are studied. This should, indeed, result in the establishment of the success
factors potentially constraining Jordanian E-Government implementation—particularly
Jordanian municipalities.
Whilst incorporating a perspective geared toward developing an E-Readiness model for such
municipalities based on the TOE framework (Tornatzky & Fleisher, 1990), the aim of this
research is to explore and examine the variables influencing the E-Readiness of municipalities
within Jordan; indeed, this can provide guidance for Jordanian government decision-makers
when it comes to formulating decisions for E-Government implementation by municipalities.
This is achieved through the exploration of chosen completed and successful initiatives, as well
as by focusing on the critical success factors of these initiatives. As a result, the critical success
factors impacting Jordanian E-Government implementation were identified.
Within the study, a set of research methodological approaches were utilised, the first of which
is a comprehensive review of a literature carried out with the aim of summarising and
formulating arguments about the main models of E-Government, as well as of assessing the
critical success factors of earlier developed models in the context of municipalities within the
Middle East, etc. Secondly, a qualitative method focused on case studies—including an
explanatory inquiry in ten instances—was selected as a suitable methodology for this study;
furthermore, open-ended and semi-structured interviews were conducted with the aim of
gathering data from selected municipalities, the results of which showcasing the fact that
technological, organisational, and environmental factors are the main critical success factors
for Jordanian municipality E-Government implementation. The collected data was accordingly
analysed, content and thematic analysis being undertaken so as to identify the critical success
factors, and it was on the grounds of these findings that an E-Readiness framework was
4
developed to assess E-Government implementation within the local government of Jordan.
From a practical viewpoint, this research provides realistic implications for the official
policymakers within the Jordan local government in the fact that it helps and guides them on
how to make the right decisions in the method of planning, developing, and implementing E�Government initiatives.
... The advancement in information and communication technology has transform public sector services from traditional approaches to digital platform (Lindgren et al., 2019). Electronic government or e-government is the implementation of technology in public services for various purposes including providing information, transactions and interactions with stakeholders (Wirtz et al., 2015). Moreover, implementation of electronic system enabled public sector to improve services, improve efficiency and administration (Twizeyiman & Andersson, 2019). ...
Managing risk in public sector organisation is not an easy task. Instilling the mindset on the importance of risk management is another hurdle faced by the management. Refusing to accept the reality that risk might occur in any activities conducted is common. It is important to come out with simplified approach to analyse risk to ensure the acceptance of the organization members. Thus, this project has been initiated in Universiti Malaysia Terengganu to simplify the risk management process and indirectly assist the university in monitoring all activities. In the first place, the manual document was created to keep track identify risk in any proposed activities. The risk identification process is usually being developed in private sector organisations. Based on the feedback from the user, the manual approach is too burdensome and they have to deal with so many documents. To tackle this, simplified risk management process called e-Risk system has been developed. Positive feedback has been obtained where this new approach has helped them to bring together the whole department to take part and realise the importance of risk management. As this risk management process relates to not only the activities conducted in the university but also any activities that involve the community, implementing risk analysis before the program may help both parties to be aware of any consequences resulting from the execution of such activities. Besides, identifying risk also can be a tool to safeguard the university in any unfavourable event.
... In this perspective, there are several areas of study. As well as being within the scope of public administration, Davis's (1986) technology acceptance model explains the acceptance or use of information systems (Ozkan & Kanat, 2011;Sipior et al., 2011;Wang & Lo, 2013;Wirtz, Piehler, & Daiser, 2015) and according to this model, the perceived utility is understood as 'as the degree to which an individual believes that using a particular system would increase their job performance. Whereas ease of use is perceived as 'the degree to which an individual believes that using a particular system would be free of a physical and mental effort'. ...
This research proposes a holistic and integrative theoretical model to discuss the effects of eight predictors of citizens’ attitudes towards open government and Government 2.0, and whether these attitudes influence their intention to use open government data in Brazil, one of the founding countries of the Open Government Partnership (OGP). Findings show the effects of six predictors of citizens’ attitudes towards open government and
government 2.0. In essence, these predictors are ease of use, usefulness, intrinsic motivation, political satisfaction, government trust, and intensity of internet use. This study also indicates that education, income, and region influence the ease of use and usefulness of open data. These findings also mean that public managers and political
parties still have “homework’ to do to stimulate citizens’ behavior towards open government and government 2.0. These initiatives encompass the government portals quality and data transparency improvement through less restrictive laws. Also, improve politicians’ job performance.
... Earlier examples of studies have focused on more general questions such as public involvement [37], e-participation [38] and e-government [39]. More recently-conducted studies focus on more specialized issues, such as technology acceptance [40]; local government transparency (Portugal) [27]; different determinants of adaptation (Turkey) [41], (Norway) [42]; information quality [43]; e-government evaluation models (Greece) [44,45] and use of social media, for example, Italy and Spain [46], South Aftrica [47,48], and Western European municipalities [49]. ...
In both policy and research, civic engagement and citizen participation are concepts commonly used as important dimensions of social sustainability. However, as migration is a global phenomenon of huge magnitude and complexity, citizen participation is incomplete without considering the political and ethical concerns about immigrants being citizens or non-citizens, or ‘the others’. Although research on citizen participation has been a frequent topic in local government studies in Sweden, the inclusiveness and exclusiveness of terms used in the context of local political engagement, which are addressed in this article, has not received attention. This article examines the Swedish case by analyzing information provided by the Swedish Association of Local Authorities and by websites of all 290 municipalities as well terms used in selected research publications on local participation. Additionally, this article studies the effectiveness of municipal websites in providing information to their residents about how they can participate in local democracy. The results show that the term citizen is commonly and incorrectly used both by local authorities and the Association. The article concludes that the term citizen is a social construction of exclusiveness and the use of the term citizen should be avoided in political and civic engagement except for the limited topics that require formal citizenship.
... This dimension evaluates the information provided to citizens through the portal (Kohlborn, 2014;Welch, Hinnant, & Moon, 2005;Wirtz, Piehler, & Daiser, 2015). Examples of information include news or announcements about events, statistical information about government agencies, multimedia information, information organization (logic, flow, indicators, site map, accessibility functions), open data, filters to updated information about events, services by season as well as services available to citizens. ...
Different definitions, frameworks and dimensions have been proposed in the literature to identify the best pathways for the development of government websites. Using these frameworks, several measurements and rankings to assess digital government success have been developed. Although these models have helped to understand the influence of many critical factors on the successful application of ICT in government, it is necessary to understand the empirical validity of these frameworks and dimensions. Some authors have proposed factor analysis techniques as a useful tool for this task. Using data from a ranking of state government portals in Mexico during the period 2009-2015, we conducted a principal component analysis (PCA) to evaluate the dimensions of the evolutionary model proposed in the ranking. Results ratify most of the original dimensions of the evaluated instrument, but allow reducing the number of questions and obtain more robust estimations. Also, the new reduced instrument is validated using data collected in 2016 and 2017. Based on the analysis, we provide a set of practical recommendations for improving measurement methodologies and the assessment of digital government services in general.
... Beliefs incorporate two internal and influential factorsperceived ease of use and perceived usefulnesswhich, in turn, explain personal attitudes and behavioral intentions to use a system. Evidence from the IS literature shows TAM as one of the most cited theoretical IS success models across multiple types of users and in relation to various technological innovations (King and He, 2006;Venkatesh et al., 2003;Wirtz et al., 2015;Wu and Wang, 2006). ...
Purpose
The purpose of this study is to empirically examine the utility of information systems (IS) success models in mandatory e-government services, as opposed to the volitional ones that have been the focus of previous studies. The models include the technology acceptance model (TAM) (1989) and Seddon’s model (1997), which involve three (ease of use, usefulness and citizens satisfaction) and four variables (system quality, information quality, usefulness and citizen satisfaction).
Design/methodology/approach
The models were compared based on a survey conducted on 780 foundation year students of government universities in Saudi Arabia. The Saudi Government has launched a mandatory e-government service geared to assist high school graduates in the university academic admission process. The goodness-of-fit and parsimony of fit indices and the explanatory power were used to compare the two models.
Findings
The structural equation modeling techniques revealed that overall, the two models both exhibited reasonable fit with the collected data, whereas TAM showed the best fit to the sample data and yielded superior goodness-of-fit indices over Seddon’s model. In terms of explanatory power, Seddon’s model predicted 28% ( R² = 0.28) of the variance explained for citizen satisfaction, whereas TAM predicted 21% ( R² = 0.21). All the parsimony of fit indices favored TAM over Seddon’s model.
Research limitations/implications
This study examined the validity of TAM and Seddon’s model, using citizen satisfaction as the dependent variable to compare them. TAM and Seddon’s model were modified to better fit the current research context of mandatory e-government services; thus, the findings may not hold for their original or other voluntary settings. In addition, the focus on a single survey for a certain time in a certain territory of mandatory e-government service may have limited the generalizability of the results to other mandatory contexts. Future research should make use of large, cross-sectional samples in different mandatory contexts to enhance result generalization.
Practical implications
This study’s findings can provide e-government practitioners with deeper perceptions of how to address citizen satisfaction with mandatory e-government services. The results exposed usefulness as the common and major construct, having the strongest influence on citizen satisfaction in both TAM and Seddon’s model; thus, maximizing the benefits of e-government services for citizens is crucial to their success. The causal relationship between information quality and citizen satisfaction was not supported. This supports the perspective that e-government services are currently evolving quickly, becoming more integrated and easier-to-use, generally requiring only a few clicks and less information.
Originality/value
This study has extended the assessment of the validity of IS success models to a mandatory IS usage setting. The comparison study of different IS success models is crucial as it acts as a guide for researchers to determine the trade-off between the models used to conduct research on a particular context. The study concludes that TAM is the most parsimonious and universal model for the study of user satisfaction in mandatory contexts. The findings will provide e-government practitioners with insights into IS success measures suited to enhance the effectiveness of newly and future mandated e-government services.
... At this point, the TAM is a valuable framework, especially for explaining the intention to use innovative information technologies (Martins et al., 2014). While the theory of reasoned action generally depicts an explanatory model for rational human action, the TAM aims at explaining particular behaviour for the initial use of innovative technical systems in the working environment (Wirtz et al., 2015). In this context, the study adopts the concept of intention to use, which is widely used within the field of information technology acceptance (Venkatesh et al., 2003). ...
Mobile government services have significantly gained importance for practitioners and researchers. However, there is a lack of empirical investigation into the diffusion of mobile government among users. Based on the technology acceptance model and related literature, we derived a structural model providing the central antecedents of citizens’ usage intention of mobile government services and its effect on word-of-mouth intention. Findings from a sample of 161 German public administration students largely supported the model. Only the anticipated effect of perceived interactivity on intention to use was not supported.
Points for practitioners
The study provides a comprehensive model of mobile government applications’ success. Professionals who develop mobile government services should focus on usefulness, usability and a high level of service coverage, as well as privacy and security aspects, to increase citizens’ intention to use the respective service. Interactivity has not been found to be a significant factor for citizens’ intention to use mobile government services. The study also suggests that citizens will recommend the services to others if they intend to use it in the first place.
... There is limited insight in the literature regarding how responsiveness relates to the government's use of social networking sites, but Lim, Kim, and Lee (2013) and Wirtz, Piehler, and Daiser (2015) provide some initial support for the effect of 'interaction' (measured as responsiveness to queries) on perceived usefulness and confirmation for government desktop web sites. The theoretical thread that concerns responsiveness and its effects has its root in the service quality literature, where responsiveness is part of service quality defined as a 'willingness to help customers and provide prompt service' (Parasuraman, Zeithaml, and Berry 1988, 23). ...
E-government on social media has received much attention lately. Despite a recent call for further research into social interaction and communication aspects of e-government on social media, there is still limited empirical evidence regarding why individuals participate in the social aspect of e-government services and how that relates to their expectations and satisfactions. The present work addresses this gap by extending the Expectation-Confirmation Theory (ECT) to study communication and social interactions in government Facebook groups. The results show that communication quality and responsiveness are two key elements that contribute to the perceived level of usefulness. These two variables together with social interaction had a statistically significant effect on the overall confirmation of expectations. Perceived usefulness and satisfaction predict continuance use intention of e-government social networking services with satisfaction influencing such intention more than perceived usefulness. Further multi-group analyses show that generational difference and usage frequency moderates the relationships of the extended model. Managerial implications are provided.
... Theory of Reasoned Action (Tang et al. 2009), (Wirtz et al. 2015)* Technology Acceptance Model (Carter 2007), (Horst et al. 2007), (Lee and Lei 2007), (Colesca and Dobrica 2008)*, (Lean et al. 2009), (Wangpipatwong et al. 2008)*, (Tang et al. 2009 (Fakhoury 2014), (Shemi et al. 2014) ...
Despite the maturity that e-Government implementation has reached, it is still reported that usage of eGovernment services is less than satisfactory. If e-Government systems are not used by its intended users, expected benefits will not be achieved. Thus, engaging citizens on using e-Government services is a challenge being faced by public administrations around the world. A literature review was conducted in order to identify theoretical perspectives underlying the research on e-Government usage (by citizens)
and determine research needs. The findings show that general IT acceptance theories are widely used for both, initial and continued usage of e-Government services, even though specific models have been proposed. Regarding the three elements related to system usage (user, system and task), the findings suggest paying more attention to the task that citizens have to perform.
... Tarhini et al.User adoption of online banking[14].E-governmentLu et al.Acceptance of government-sponsored information systems[15].MpinganjiraUse of the tax e-filing system[16]. Wirtz et al.Citizen acceptance of local administration portals[17]. ...
By working through this chapter, you will be able to:
This study identifies the factors influencing citizens’ adoption of e-government in a distrustful region–where service complexity to prevent fraud and corruption is accepted–and bridges the gap in the relevant body of literature. We selected the Unified Theory of Acceptance and Use of Technology, extended with trust factors, using data from 362 respondents, to study an e-government service, in Colombia, a developing country. Trust was the primary influencing factor, followed by cost-benefit expectancy and facilitating conditions. While government support did not influence behavioural intention, the latter remained a strong predictor of use, even though facilitating conditions had no influence.
n El objetivo de esta investigación es determinar el impacto de las habilidades computacionales de los ciudadanos cuando usan el Website recaudador de impuestos en México en su satisfacción y confianza. Para alcanzar la meta, se aplican 488 cuestionarios en el estado mexicano de Tamaulipas y mediante el análisis estadístico con SmartPLS se determinó como una de las principales aportaciones al conocimiento que las habilidades computacionales juegan un papel clave en la satisfacción del ciudadano en el uso del Website gubernamental.
Social media platforms are increasingly used in the public administration context. Against this background, this study not only derives and tests the impact of determinants that explain citizens’ intention to use social media channels of public services, but also examines to what extent their intention to use influences their intention to recommend these services to others (word of mouth). An expanded technology acceptance model (TAM) was tested based on data from a survey of 164 citizens. The model provides insight into the creation of social media applications of public authorities, for example, by providing four determinants that significantly influence citizens’ intention to use Facebook pages of public institutions as well as their intention to recommend the page to other citizens.
Public e-services have become an increasingly important topic on the public agenda. The decision about which services are provided electronically is the responsibility of public administrations and therefore often fails to include the preferences of end-users, namely the residents, in the decision processes. This study examines preferences from 899 residents of Switzerland regarding public e-services through conjoint analysis. The article is based on a quasi-experimental research design by assigning participants to two different groups of public e-services randomly. The findings show that participants seem to prefer electronic public services compared to non-digital public services. Concerning the service attributes, both data security/protection and price play a crucial role in the end-user assessment of public services. Findings indicate that potential time savings play a subordinate role in the assessment. Data security/protection seems to be of particular importance if the public service deals with confidential data such as a tax declaration. The findings reveal new insights for both research and practice into factors which influence the successful implementation of public e-services in the context of digital transformation of the public sector.
Urban–rural divide becomes an obstacle to the development of e-government in China. This research devotes to promoting the adoption of e-government in China. It investigates the attitudes of urban residents versus rural residents toward e-government use in Chongqing, one of most important municipalities of China which is fraught with a serious urban–rural divide. A research model is created to assess the differences between urban and rural residents according to previous literatures and theories. A Structural Equation Model approach is employed to examine the research model. The survey data were collected from 596 urban residents and 477 rural residents in Chongqing. The results reveal that there are differences between urban and rural groups. Many enabling factors and inhibiting factors in previous studies, such as perceived behavioural control and resistance to change, can positively influence rural residents’ intentions to use but fail to exert great effects on urban residents’ motivations. Thus, it is necessary for government agencies in China to take actions based on those significant enabling factors and inhibiting factors to promote e-government acceptance. In addition, it is also necessary to conduct deeper research on e-government acceptance of urban residents in China.
This study sought to examine the differential effects of political trust on the adoption of e-government services between foreign and Chinese students. Political trust was integrated into the Unified Theory of Acceptance and Use of Technology (UTAUT) which was then used as the research model for this study. The comparative analysis demonstrated that political trust, performance expectancy, and social influence were all significant predictors of the intention to use e-government services by foreign and Chinese Students. Also, political trust was a positive determinant of social influence and performance expectancy for both foreign and Chinese students. The implications of these findings on the implementation of e-government to provide public services are discussed.
The success of governmental e-transactions in developing countries is due to the effective utilization of information communication technology. The current literature reports that e-transactions can meet with citizen reluctance. Due to its nature as a sociotechnical system, this article investigates the role of sociotechnical factors in the endorsement of e-transactions. Quantitative research was conducted to analyze online data from 663 participants from a population of 80,000 online users. Structural equation modelling was also performed to examine the association between sociotechnical factors and the acceptance of e-transactions. The results suggest that sociotechnical factors influence the usage of e-transactions. Thus, a theoretical sociotechnical model was developed which includes three levels: technical, organizational and social. A number of design and implementation activities, related to the three theorized levels, were suggested to guide governments in increasing the acceptance of e-transactions.
Building upon a framework of the unified theory of acceptance and use of technology, this study explores the determinants of citizens' intentions to use the government's mobile application for public health risk communication. An online survey was conducted with a quota sample of 700 Korean citizens. The results from structural equation modeling suggest that social media competence and trust in government information are primary determinants of willingness to accept the new application and intention to use it. Trust in government information appeared to influence the acceptance of the application both directly and indirectly through performance expectancy and effort expectancy. More confidence in the use of social media led to higher levels of performance expectancy, effort expectancy, and facilitating conditions, all of which subsequently contributed to willingness to accept the application. The acceptance of the application further influenced intention to use the application and the likelihood of positive recommendations. The findings suggest that while developing applications that meet public expectations for informational benefits and time efficiency is important, it is also necessary for the government to build trust and improve citizens' ability to use new tools in order for new information technology initiatives to fully benefit citizens.
As tecnologias de informação e comunicação (TIC’s) estão presentes diariamente na vida da sociedade e provocam mudanças no seu modo de viver. As TIC’s possibilitam a criação de novos produtos e serviços para melhorar a vida das pessoas. Elas têm sido utilizadas no trabalho, nos relacionamentos, serviços públicos, entretenimento e lazer com o objetivo de mitigar a exclusão social, melhorar o desempenho econômico, criar oportunidades de emprego, melhorar a qualidade de vida e promover a participação social. Neste contexto de desenvolvimentos tecnológicos e hiperconectividade combinado com as preocupações referentes a um crescimento urbano sustentável, governabilidade eficaz e melhores formas de analisar e explorar dados, diversas pesquisas emergem levando em consideração os conceitos sobre cidades inteligentes, cidades digitais e cidades virtuais. Observando-se os benefícios proporcionados pelas cidades inteligentes, digitais e virtuais (na perspectiva de um jogo digital) e pelo fato de que não há atualmente conhecimentos consolidados, tampouco uma plataforma computacional com os recursos necessários para integrar aplicações associadas ao ambiente físico de vivência dos cidadãos que envolvem aspectos de caráter social, governamental, comercial, educacional, científico e de entretenimento, este trabalho busca responder a seguinte pergunta: é possível desenvolver uma cidade virtual na perspectiva de um jogo digital com o propósito de ser uma plataforma para execução de aplicações que trazem benefícios para a vida dos cidadãos de uma região? A partir desta pergunta, surgiu a presente dissertação organizada em quatro camadas de interesses: tecnológica, ética, sociocultural e ações públicas, originando desta forma a Curitiba-ViewPort (C-VP). Em relação ao desenvolvimento da camada tecnológica (foco desta dissertação), o projeto foi dividido em quatro atividades principais: modelagem gráfica, criação da base de dados, desenvolvimento de um servidor Web Services e finalmente, o desenvolvimento do jogo propriamente dito. Levando em consideração o protótipo desenvolvido e os resultados obtidos, a C-VP mostrou-se capaz de ser uma cidade virtual na perspectiva de um jogo digital com o propósito de ser uma plataforma para execução de aplicações, respondendo desta forma, a pergunta que originou esta dissertação.
Citizens are at the heart of open government, and their participation represents a fundamental principle of the latter. Despite their essential role and the great potential benefits open government holds for the public, challenges of use among citizens persist. Previous empirical research has scarcely addressed these issues from a citizen perspective. This study investigates the determinants of open government data use by citizens in Germany. Our results indicate that ease of use, usefulness, as well as transparency, participation and collaboration expectancies significantly determine citizens’ intention to use open government data, which in turn positively affects their word-of-mouth intention. Overall, the findings not only contribute to our understanding of citizen behavior in the context of open government research, especially shedding light on the key aspects of citizens’ usage intention, but also provide implications for both researchers and practitioners.
Points for practitioners
Citizen-based use of open government data (OGD) has multiple facets that practitioners should be aware of. Public administration needs to take account of the important role of accessibility and usability in providing OGD services, with the objective of meeting the major challenge of enabling equal access for all populations via appropriate channels and customization. The content-related preparation of OGD services should seek to enhance transparency, participation and collaboration, raising and shaping respective expectations among citizens. Finally, practitioners should pay particular attention to the opportunities and risks associated with word-of-mouth communication in the context of OGD.
E-Government implementation and adoption is influenced by several factors having either an enhancing or an aggravating effect on e-government implementation and use. This paper aims at shedding light on obstacles hindering mainly e-government implementation from two perspectives: the supply- and the demand-side of e-government services. The contribution to research is seen in summarized insights into what obstacles in e-government were identified in prior research and the suggestion of a classification of obstacles into the two categories of formal and informal obstacles. Literature was reviewed following a conceptual model encompassing a merger and extension of existing approaches. A process of identifying obstacles and improving services in the form of a loop is discussed before possible future research lines will be pointed to.
Given the lack of empirical research investigating citizens’ use of open government, this study examines the antecedents of citizens’ use of open government data. Based on technology acceptance and motivation theory, this article proposes and empirically tests a research model, applying structural equation modeling to survey data collected from 210 citizens. The findings show that ease of use, usefulness, intrinsic motivation, and Internet competence significantly determine citizens’ intention to use open government data. Overall, this study contributes to the understanding of citizens’ attitudes and behavior in the context of open government and offers implications for research and practice.
Local governments have implemented official websites, making e-Government a holistic access platform for modern public administration service provision. However, academic and managerial knowledge about the success of e-Government remains limited. Given that citizen needs have become a focus of interest, it is reasonable to investigate its success factors from a user-oriented perspective. Existing scientific knowledge does not comprehensively explain the usage intentions of today’s heterogeneous e-Government city portal users. Hence, this study conceptualizes important determinants of local e-Government portals identifying key factors that determine intention to use from a citizen viewpoint.
In the past decade, governments all over the world have incrementally employed E-Government websites to improve public administration efficiency by augmenting the effectiveness, quality, transparency and availability of information and services for their citizens. Despite the increased interest in providing E-Government services, knowledge about the success of E-Government remains limited. In terms of an efficient provision of E-Government services for citizens, a user-oriented approach needs to be considered. In this context, user satisfaction is a crucial factor for the success or failure of E-Government. Hence, a primary challenge for local E-Government city portals is the identification of key factors that determine user satisfaction. Therefore, this study develops a model for user satisfaction of E-Government city portals by applying a mixed method approach. The results of this paper, which are based on binary logistic regression, indicate that integration of downloadable forms, integration of a powerful search function, full online availability of E-Government Services, and Perceived Ease of Use positively influence user satisfaction with E-Government city portals.
Purpose
The purpose of this paper is to analyze the effect of privacy and perceived security on the level of trust shown by the consumer in the internet. It also aims to reveal and test the close relationship between the trust in a web site and the degree of loyalty to it.
Design/methodology/approach
First, there is an explanation of the main attributes of the concepts examined, with special attention being paid to the multi‐dimensional nature of the variables and the relationships between them. This is followed by an examination of the validation processes of the measuring instruments.
Findings
Specifically, the study reveals that an individual's loyalty to a web site is closely linked to the levels of trust. Thus, the development of trust not only affects the intention to buy, as shown by previous researchers, but it also directly affects the effective purchasing behavior, in terms of preference, cost and frequency of visits, and therefore, the level of profitability provided by each consumer. In addition, the analyses show that trust in the internet is particularly influenced by the security perceived by consumers regarding the handling of their private data.
Practical implications
The results of this study provide several managerial implications for companies in this sector. Suggestions are offered for national and international organizations involved in regulating these markets.
Originality/value
The results of this research remedy, to a certain extent, the scarcity of empirical studies that have designed and validated measuring scales for the concepts of privacy, security, trust and loyalty to the internet, as well as testing the relationships between them.
This paper focuses on the implementation of Electronic Government (e-government) and new service
development. In particular, after a brief introduction to electronic government and new service
development in respect to models for successful implementation, it justifies and builds on the existing
literature that advocates the use of Critical Success Factors to study the implementation of these
investments. It does not try to stand out either as a review or as a synthetic summary of past literature
concerning e-government. On the contrary, the contribution of this study is to provide an overview of
the current status of e-government phenomenon and state the need for more research to be conducted
regarding the new services development in e-government using Critical Success Factors.
Provides a nontechnical introduction to the partial least squares (PLS) approach. As a logical base for comparison, the PLS approach for structural path estimation is contrasted to the covariance-based approach. In so doing, a set of considerations are then provided with the goal of helping the reader understand the conditions under which it might be reasonable or even more appropriate to employ this technique. This chapter builds up from various simple 2 latent variable models to a more complex one. The formal PLS model is provided along with a discussion of the properties of its estimates. An empirical example is provided as a basis for highlighting the various analytic considerations when using PLS and the set of tests that one can employ is assessing the validity of a PLS-based model. (PsycINFO Database Record (c) 2012 APA, all rights reserved)
Two meta-analyses were conducted to Investigate the effectiveness of the Fishbein and Ajzen model in research to date. Strong overall evidence for the predictive utility of the model was found. Although numerous instances were identified in which researchers overstepped the boundary conditions initially proposed for the model, the predictive utility remained strong across conditions. However, three variables were proposed and found to moderate the effectiveness of the model. Suggested extensions to the model are discussed and general directions for future research are given.
Web site usability is a critical metric for assessing the quality of a firm's Web presence. A measure of usability must not only provide a global rating for a specific Web site, ideally it should also illuminate specific strengths and weaknesses associated with site design. In this paper, we describe a heuristic evaluation procedure for examining the usability of Web sites. The procedure utilizes a comprehensive set of usability guidelines developed by Microsoft. We present the categories and subcategories comprising these guidelines, and discuss the development of an instrument that operationalizes the measurement of usability. The proposed instrument was tested in a heuristic evaluation study where 1,475 users rated multiple Web sites from four different industry sectors: airlines, online bookstores, automobile manufacturers, and car rental agencies. To enhance the external validity of the study, users were asked to assume the role of a consumer or an investor when assessing usability. Empirical results suggest that the evaluation procedure, the instrument, as well as the usability metric exhibit good properties. Implications of the findings for researchers, for Web site designers, and for heuristic evaluation methods in usability testing are offered.
This article intends to explore the critical traits of citizens in terms of public e-service usage based on the perspective of self-service technologies (SSTs) as well as the perception towards the e-service quality. A well-designed survey was conducted in Tokyo, a leading e-city, to understand the profile of the user. The result shows that user's traits in terms of "perceived risk" and "need for interaction with public servant" have significant impact on the perception of e-service quality. Towards the end, this article will give several meaningful contributions and practicable suggestions academically and managerially to the policy makers, as well as government CIOs.
Interactivity is an often mentioned but seldom operationalized concept associated with the World Wide Web. Interactivity has been positioned conceptually as a process, a function, and a perception, but most operational definitions have focused on the process or function. This study develops scales to operationalize the perception-based approach to interactivity, because consumer perceptions are central to advertising research. Three overlapping constructs that are central to interactivity are explored: direction of communication, user control, and time. A multistage method is used to identify and refine measures of perceived interactivity (MPI). The 18 items included in the MPI offer researchers a tool for measuring a consumer perception central to advertising on the Web.
A study developed and validated new scales for perceived usefulness and perceived ease of use, which were hypothesized to be fundamental determinants of user acceptance. The definitions of the 2 variables were used to develop scale items that were pretested for content validity. The items were then tested for reliability and construct validity in 2 studies involving a total of 152 users and 4 application programs. After refining and streamlining the measures, the resulting 2 scales of 6 items each demonstrated reliabilities of .98 for usefulness and .94 for ease of use. The scales also exhibited high convergent, discriminant, and factorial validity. In both studies, usefulness had a greater correlation with usage behavior than did ease of use, though both were significantly correlated with current usage and future usage. Regression analyses suggest that perceived ease of use may actually be a casual antecedent to perceived usefulness, as opposed to a direct determinant of system usage.
Drawing upon the social media phenomena in both practical and academic arenas, this study explored patterns and trends of social media research over the past fourteen years across four disciplines. Findings exhibit a definite increasing number of social-media-related studies. This indicates that social media have gained incremental attention among scholars, and who have, in turn, been responding and keeping pace with the increased usage and impact of this new medium. The authors suggest that future scholarly endeavors emphasize prospective aspects of social media, foreseeing applications and technological progress and elaborating theory.
This article examines the institutional motivations underlying innovation. Although attention to motivation played a role in early theorizing on innovation, the phenomenon is understudied empirically. A clearer understanding of the relative importance of differing institutional motivations can illuminate why public organizations adopting innovative strategies and programs often fail to replicate the benefits of earlier implementations. We draw on organizational and political theory to identify varying dynamics that may lead to adoption of new practices. Specifically, we theorize that organizational motivations may relate to efficiency concerns, to management of internal bureaucratic politics and external demands, or to the search for legitimacy vis-à-vis peer organizations. We test hypotheses based on each of these accounts employing data on the timing and breadth of e-government innovations by American municipalities between 1994 and 2003. Our findings suggest that externally oriented motivations appear more influential than internal factors such as bureaucratic politics. This suggests that over the long run, the evolution of e-governance may make local governments more responsive to external constituencies if barriers to change may be overcome.
This article asks how Internet use, citizen satisfaction with e-government, and citizen trust in government are interrelated. We first review the literature on trust and explore how radical information technologies may work to alter the production or maintenance of trust. We then develop hypotheses about how citizens' experience with e-government, satisfaction with e-government and government Web sites, and trust in government are interrelated. Moreover, the model for e-government and Web site satisfaction incorporates citizen perspectives on electronic transaction, transparency, and interactivity. Using data obtained from the Council on Excellence in Government, we then develop and test a two-stage multiple-equation model that simultaneously predicts experience, satisfaction, and trust. Findings indicate that government Web site use is positively associated with e-government satisfaction and Web site satisfaction and that e-government satisfaction is positively associated with trust in government. We also find that while citizens are generally satisfied with the electronic provision of information (transparency), there is some dissatisfaction with the transaction and interactivity of Web sites. We conclude that electronic government strategies—transaction, transparency, and interactivity—are important factors that directly affect e-government satisfaction and indirectly affect trust. Individuals who use government Web sites are not only critical consumers but also demanding citizens.
In this article, an attempt is made to explain the descriptive data of a large-scale representative survey of the use of government Internet services by the Dutch population in 2006 by means of a multidisciplinary model of technology acceptance and use that is applied to these services. Ultimately, the model is tested with structural equation modeling techniques. It appears to fit to the data after some modifications and exclusion of variables. The ultimate model could be used to explain the acceptance and use of government Internet services. The larger correlation model could serve as a framework for research of Internet services in general.The social–demographic and psychological factors usually investigated in new technology acceptance and usage research do not prove to be strong here. Instead, it is demonstrated that the availability of Internet services, the knowledge of this availability, the preference to use digital channels, and the ability and experience to do this are the primary conditions.The most general conclusion drawn is that the acceptance and use of government Internet services is a matter of learning, and that acceptance and use should be analyzed as a dynamic process. People will stick to their habits of using traditional channels unless they happen to learn a better alternative.Governments are recommended to add a demand-side orientation and benchmarking for the supply of government Internet services and to develop service tracking technologies monitoring usage and users.
Ten years ago, we presented the DeLone and McLean Information Systems (IS) Success Model as a framework and model for measuring the complex-dependent variable in IS research. In this paper, we discuss many of the important IS success research contributions of the last decade, focusing especially on research efforts that apply, validate, challenge, and propose enhancements to our original model. Based on our evaluation of those contributions, we propose minor refinements to the model and propose an updated DeLone and McLean IS Success Model. We discuss the utility of the updated model for measuring e-commerce system success. Finally, we make a series of recommendations regarding current and future measurement of IS success.
Purpose
– The purpose of this paper is to develop/elaborate the concept Privacy by Design (PbD) and to explore the validity of the PbD framework.
Design/methodology/approach
– Attention for alternative concepts, such as PbD, which might offer surplus value in safeguarding privacy, is growing. Using PbD to design for privacy in ICT systems is still rather underexplored and requires substantial conceptual and empirical work to be done. The methodology includes conceptual analysis, empirical validation (focus groups and interviews) and technological testing (a technical demonstrator was build).
Findings
– A holistic PbD approach can offer surplus value in better safeguarding of privacy without losing functional requirements. However, the implementation is not easily realised and confronted with several difficulties such as: potential lack of economic incentives, legacy systems, lack of adoption of trust of end‐users and consumers in PbD.
Originality/value
– The article brings together/incorporates several contemporary insights on privacy protection and privacy by design and develops/presents a holistic framework for Privacy by Design framework consisting of five building blocks.
This chapter examines three issues emerging in the fields of e-government service delivery and e-commerce — the need for and a potential structure for performance measures, the heightened need for security awareness around e-government and e-commerce, and the need for e-government web design centered around usability. Beginning these discussions are some basic definitions, a review of the current literature on e-government and a discussion of the stages of e-government development. The chapter concludes with a discussion of a future research agenda in e-service delivery and e-commerce. Electronic government, or e-government, can be defined as the “use of technology, particularly web-based Internet applications, to enhance the access to and delivery of government information and service to citizens, business partners, employees, other agencies, and government entities” (McClure, 2000). As will be discussed later, e-commerce applications are a subset of e-government applications, and can be easily defined as “Business transactions conducted by electronic means other than conventional telephone service, e.g., facsimile or electronic mail (e-mail)” (National Telecommunications and Information Administration, 2002).
Interactivity is an often mentioned but seldom operationalized concept associated with the World Wide Web. Interactivity has been positioned conceptually as a process, a function, and a perception, but most operational definitions have focused on the process or function. This study develops scales to operationalize the perception-based approach to interactivity, because consumer perceptions are central to advertising research. Three overlapping constructs that are central to interactivity are explored: direction of communication, user control, and time. A multistage method is used to identify and refine measures of perceived interactivity (MPI). The 18 items included in the MPI offer researchers a tool for measuring a consumer perception central to advertising on the Web.
A pretest methodology for predicting the performance of measures in a confirmatory factor analysis is presented. A pretest item-sort task draws on the concept of substantive validity, and two indices of substantive validity in a theory-testing context are proposed: the proportion of substantive agreement, Psa, and the substantive-validity coefficient, csv. The utility of this method is empirically illustrated with a postdictive study of impulsivity measures. Results from two pretest samples of 20 respondents provided significant support for the use of substantive-validity coefficient values to discriminate measures that would be retained in a subsequent confirmatory factor analysis from those that would not. In addition, significant evidence was found for the reproducibility of each substantive-validity index across the two samples. Issues to be considered when using the pretest methodology and some benefits of assessing the substantive validity of measures for construct definitions and delineation of content domains are discussed.
This article asks how Internet use, citizen satisfaction with e-government, and citizen trust in government are interrelated. We first review the literature on trust and explore how radical information technologies may work to alter the production or maintenance of trust. We then develop hypotheses about how citizens' experience with e-government, satisfaction with e-government and government Web sites, and trust in government are interrelated. Moreover, the model for e-government and Web site satisfaction incorporates citizen perspectives on electronic transaction, transparency, and interactivity. Using data obtained from the Council on Excellence in Government, we then develop and test a two-stage multiple-equation model that simultaneously predicts experience, satisfaction, and trust. Findings indicate that government Web site use is positively associated with e-government satisfaction and Web site satisfaction and that e-government satisfaction is positively associated with trust in government. We also find that while citizens are generally satisfied with the electronic provision of information (transparency), there is some dissatisfaction with the transaction and interactivity of Web sites. We conclude that electronic government strategies-transaction, transparency, and interactivity-are important factors that directly affect e-government satisfaction and indirectly affect trust. Individuals who use government Web sites are not only critical consumers but also demanding citizens.
During the past years, the realization of e-government-driven benefits was at the center of attention at various public administrations. The paper presented here outlines a process-driven approach for the evaluation of technology-driven performance impacts based on reference measures. From the German perspective, existing concepts of performance evaluation were concretized for the case scenario of German plan approval procedures.
American grassroots governments have rushed to join the e-government revolution. Although there is a growing body of e-government literature, little of it is empirical. Using data from two nationwide surveys, we conduct a longitudinal examination of local government adoption of e-government, Web site sophistication, the perceived impacts of e-government, and barriers to the adoption and sophistication of e-government. We also discuss correlates of e-government adoption and sophistication with selected institutional factors. We find that e-government adoption at the grassroots is progressing rapidly (if measured solely by deployment of Web sites). However, the movement toward integrated and transactional e-government is progressing much more slowly. Continuing research, particularly longitudinal study, is needed to monitor the evolution of e-government among U.S. local governments, especially to keep pace with the practice and to ascertain the actual impacts of e-government.
Technology adoption is well defined in e-business. The environment within which leaders must act in government is significantly different that that navigated by business leaders. The differences in these environments plays a significant role in the diffusion of technology in e-government settings. This paper explores modifications to technology adoption models to account for the changes in environment. Issues such as information security play a significant role in new technology adoptions such as egovernment. The inclusion of moderating variable to account for the environmental effects is done to extend adoption model applicability to the e-government sector.
This chapter examines three issues emerging in the fields of e-government service delivery and e-commerce -- the need for and a potential structure for performance measures, the heightened need for security awareness around e-government and e-commerce, and the need for e-government web design centered around usability. Beginning these discussions are some basic definitions, a review of the current literature on e-government and a discussion of the stages of e-government development. The chapter concludes with a discussion of a future research agenda in e-service delivery and e-commerce.Electronic government, or e-government, can be defined as the "use of technology, particularly web-based Internet applications, to enhance the access to and delivery of government information and service to citizens, business partners, employees, other agencies, and government entities" (McClure, 2000). As will be discussed later, e-commerce applications are a subset of e-government applications, and can be easily defined as "Business transactions conducted by electronic means other than conventional telephone service, e.g., facsimile or electronic mail (e-mail)" (National Telecommunications and Information Administration, 2002).
The trust of citizens in their governments has gradually eroded. One response by several North American governments has been to introduce e-government, or Web-mediated citizen-to-government interaction. This paper tests the extent to which online initiatives have succeeded in increasing trust and external political efficacy in voters. An Internet-based survey of 182 Canadian voters shows that using the Internet to transact with government has a significantly positive impact on trust and external political efficacy. Interestingly, though the quality of the interaction is important, it is secondary to internal political efficacy in determining trust levels, and not significant in determining levels of external political efficacy (or perceived government responsiveness). For policy-makers, this suggests e-government efforts might be better-aimed at citizens with high pre-extant levels of trust, rather than in developing better Web sites. For researchers, this paper introduces political efficacy as an important determinant of trust as it pertains to e-government.
Social media has opened up unprecedented new possibilities of engaging the public in government work. In response to the Open Government Directive, U.S. federal agencies developed their open government plan and launched numerous social media-based public engagement initiatives. However, we find that many of these initiatives do not deliver the intended outcomes due to various organizational, technological, and financial challenges. We propose an Open Government Maturity Model based on our field studies with U.S. federal healthcare administration agencies. This model is specifically developed to assess and guide open government initiatives which focus on transparent, interactive, participatory, collaborative public engagement that are largely enabled by emerging technologies such as social media. The model consists of five maturity levels: initial conditions (Level 1), data transparency (Level 2), open participation (Level 3), open collaboration (Level 4), and ubiquitous engagement (Level 5). We argue that there is a logical sequence for increasing social media-based public engagement and agencies should focus on achieving one maturity level at a time. The Open Government Maturity Model helps government agencies implement their open government initiatives effectively by building organizational and technological capabilities in an orderly manner. We discuss challenges and best practices for each maturity level and conclude by presenting recommendations.
Based on IS Continuance Model, IS Success Model, and the studies of e-government portal service quality, this paper constructs an adoption model of e-government portals from individual users' perspective. Structural equation modeling technique is used to identify factors that influencing users' continuance intention to e-government portals. The results show that: (1) user satisfaction and perceived usefulness are the important antecedents of user continuance intention; (2) the four dimensions of service quality influence user continuance intention via user satisfaction or perceived useful.
The e-Government phenomenon has become more important with the ever increasing number of implementations worldwide. A model explaining the e-Government adoption and the related measurement instrument – a survey – had been developed and validated in this study. In a post Technology Acceptance Model (TAM) approach, theory of planned behavior (TPB) was extended to fit the requirements of e-Government context. The adoption of student loans service of the higher education student loans and accommodation association of Turkey (KYK) was investigated to obtain data for empirical validation. The instrument was administered to over four-hundred students and partial least squares path modeling was employed to analyze the data. The results indicate that the model was an improvement over TAM in terms of predictive power. The constructs trust, perceived behavioral control and attitudes successfully explained the intention to use an e-Government service. The findings presented in this study provide useful insights for researchers and policy makers when dealing with e-Government services.
Learning is critical to both economic prosperity and social cohesion. E-government learning, which refers to the government's use of web-based technologies to facilitate learning about subjects that are useful to citizens, is relatively new, relevant, and potentially cost-effective. This work proposes and verifies that the technology acceptance model (TAM) can explain and predict usage of e-government learning. The TAM examines how perceived ease of use and perceived usefulness and their antecedents influence intention and usage of a system. This study identifies antecedents that account for individual differences, thereby enhancing the explanatory power of the built model. A survey is used to collect data from users of an e-government learning website in Taiwan. Structural equation modeling is employed to examine the fit of the data to the model. From a theoretical point of view, this research extends the TAM to e-government learning and identifies the perceived e-government learning value and perceived enjoyment as antecedents of usage of e-government learning. This study also provides directions for future research and approaches to promote e-government learning.
This article suggests that e-government and e-governance initiatives can potentially have major organisational impacts through three major mechanisms: improved decision-making, more intensive and productive use of data bases, and better communications. These mechanisms impact on both the internal organisation of public agencies, their configuration of networks and partnerships. E-enablement therefore makes obsolete many existing organisational structures and processes and offers the prospect of transformation in both service delivery and public governance arrangements. However, the organisational changes which can be effected through the e-revolution are only just beginning to become evident. While it seems likely that existing organisational configurations in the public sector will not be sustainable, the most appropriate ways forward will only be uncovered through much experimentation within e-government and e-governance programmes. In the nature of experimentation, many of these initiatives will turn out to be unproductive or cost-ineffective - but that is perhaps the necessary price to pay for the level of public sector transformation which now appears to be in prospect.
The multifaceted challenges of contemporary governance demand a complex account of the ways in which those who are subject to laws and policies should participate in making them. This article develops a framework for understanding the range of institutional possibilities for public participation. Mechanisms of participation vary along three important dimensions: who participates, how participants communicate with one another and make decisions together, and how discussions are linked with policy or public action. These three dimensions constitute a space in which any particular mechanism of participation can be located. Different regions of this institutional design space are more and less suited to addressing important problems of democratic governance such as legitimacy, justice, and effective administration.
Dramatic developments in information technology are transforming society, challenging our nation's many governments to keep pace. As e-governance grows in popularity, Web pages could well become the new face of government. But how are citizens responding? We suggest that government Web sites may provide a new vehicle for citizen-initiated contacts with government, and, drawing from the literature on those traditional contacts, we propose a number of hypotheses on citizen interaction with government via the Web. To test those hypotheses, we examine data from a survey concerning how Georgians are contacting government via the Web. We find that citizen visits to governmental Web sites are increasingly common, and as such appear to have become a major new form of the traditional citizen-initiated contact. To date, however, most of these Web contacts have been made only to obtain information, thus lacking the interactive quality crucial to other citizen-initiated contacts. As an encouraging finding for government, visitors to governmental Web sites appear to be mostly pleased with their experiences, rating those sites as at least comparable in quality to other Web sites. A discouraging finding, however, is that the demographics of these visitors suggest cause for concern, since the digital divide is even more pronounced among government Web site visitors than among Internet users in general. In the concluding section, we discuss the implications of the findings for government and for future research.
The importance of information kiosk development and implementation in the context of E-Government policies has been discussed in previous research. While many governments are today making considerable investments to implement information kiosks, previous research suggests that citizens may not use information kiosks in spite of their availability. However, the successful implementation of information kiosks depends significantly on whether or not citizens are willing to adopt the new information technology (IT). Therefore, based on the Unified Theory of Acceptance and Use of Technology (UTAUT), this study investigates the determinants of use behavior regarding information kiosks and the moderating effects of age and gender differences on the relationships between the determinants and behavioral intention/use behavior. Data collected from 244 respondents in Taiwan were tested against the research model using structural equation modeling techniques. The results partially support the applicability of the UTAUT in the context of information kiosks. The findings of this research provide several prominent implications for the research and practice of information kiosk development and implementation.
Self-service technologies (SSTs) are increasingly changing the way customers interact with firms to create service outcomes. Given that the emphasis in the academic literature has focused almost exclusively on the interpersonal dynamics of service encounters, there is much to be learned about customer interactions with technology-based self-service delivery options. In this research, the authors describe the results of a critical incident study based on more than 800 incidents involving SSTs solicited from customers through a Web-based survey. The authors categorize these incidents to discern the sources of satisfaction and dissatisfaction with SSTs, The authors present a discussion of the resulting critical incident categories and their relationship to customer attributions, complaining behavior, word of mouth, and repeat purchase intentions, which is followed by implications for managers and researchers.
As elected officials and citizens demand accountability and results from e-government programs, it is important to assess whether e-government has fulfilled its promises and to outline the challenges lying ahead. Based on the literature, government reports, and other secondary data, this article evaluates the impact of e-government on service accessibility, efficiency, economy, effectiveness, and other end-outcomes. It reveals that although some e-government programs have demonstrated efficiency and economy gains, many are still struggling to make a business case. Effectiveness and other end-outcomes are even more difficult to achieve. This paper also examines the national characteristics that affect different countries' e-government developments and the managerial challenges that public managers face. Political and social rights are considered important for further promoting e-government. Resource, top leadership support, strategic planning, and collaboration, among others, are emphasized for e-government success.
A framework for hypothesis testing and power analysis in the assessment of fit of covariance structure models is presented. We emphasize the value of confidence intervals for fit indices, and we stress the relationship of confidence intervals to a framework for hypothesis testing. The approach allows for testing null hypotheses of not-good fit, reversing the role of the null hypothesis in conventional tests of model fit, so that a significant result provides strong support for good fit. The approach also allows for direct estimation of power, where effect size is defined in terms of a null and alternative value of the root-mean-square error of approximation fit index proposed by J. H. Steiger and J. M. Lind (1980). It is also feasible to determine minimum sample size required to achieve a given level of power for any test of fit in this framework. Computer programs and examples are provided for power analyses and calculation of minimum sample sizes. (PsycINFO Database Record (c) 2012 APA, all rights reserved)
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.
An ongoing requirement in the 21st century is that marketers must understand the impact of the network economy on buyer behavior. Although new models will certainly be developed, it seems reasonable that existing models of buyer behavior will still apply. This study uses structural-equations modeling to test if three popular models of behavioral intent—the theory of reasoned action, the theory of planned behavior, and the technology acceptance model—work in a network context. It recommends the technology-acceptance model as superior to the others in the current network context, and also shows how to check and account for the presence of common method bias in a single source instrument. © 2002 Wiley Periodicals, Inc.
This chapter includes the following topics: Rationale for a Joint Concern about Costs and ErrorsUse of Cost and Error Models in Sample DesignCriticisms of Cost-Error Modeling to Guide Survey DecisionsNonlinear Cost Models Often Apply to Practical Survey AdministrationSurvey Cost Models are Inherently DiscontinuousCost Models Often Have Stochastic FeaturesDomains of Applicability of Cost Models Must be SpecifiedSimulation Studies Might Best be Suited to Design DecisionsIs Time Money?Summary: Cost Models and Survey Errors
This study explores the key success factors of the electronic tendering system (ETS) in Taiwan through the behavioral perspectives of the end users. Based on the Theory of Planned Behavior (TPB), the study proposes an integrated model for the empirical examination of the users' intention and behavior for using the ETS. The results show that users' overall satisfaction, specifically explained by perceived usefulness and information accuracy of the ETS, most significantly affect their intention to adopt the ETS. In addition, increasing the relevant knowledge and skill of the users effectively enhance their intention and the actual usage as well. Comparatively, influences from the users' coworkers and supervisors exercise less significant impact on the adoption if the ETS.