Local e-government services: quality aspects and citizen usage preferences
by Bernd W. Wirtz; Oliver Tuna Kurtz
Electronic Government, an International Journal (EG), Vol. 14, No. 2, 2018

Abstract: Due to the extensive global development of Information and Communication Technology, a growing number of public administrations around the world increasingly provide their services electronically rather than in the traditional way. Some countries have already high maturity levels regarding their local e-Government Services. However, efficient e-Government service provision is globally still in its early stages considering a high e-Service quality involving user-oriented e-Services. Despite practical significance, the exploration of quality aspects of e-Government service offers and understanding user preferences is a rarely considered research issue. Therefore, the present explorative investigation carries out a citizen survey interrogating city portal users about their preferences toward the future use of specific e-Government Services, preferences regarding the importance of public service delivery through e-Government, and aspects indicating performance and quality fulfilment. Finally, the study aims at providing implications to public administration officers, so that they can efficiently manage their city portals.

Online publication date: Tue, 03-Apr-2018

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