Title: Local e-government services: quality aspects and citizen usage preferences

Authors: Bernd W. Wirtz; Oliver Tuna Kurtz

Addresses: Information and Communication Management, German University of Administrative Sciences Speyer, Freiherr-vom-Stein-Str. 2, 67346 Speyer, Germany ' Information and Communication Management, German University of Administrative Sciences Speyer, Freiherr-vom-Stein-Str. 2, 67346 Speyer, Germany

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.

Keywords: citizen preferences; explorative study; local e-government; city portal management; e-government development; public administration; innovative public e-services.

DOI: 10.1504/EG.2018.090928

Electronic Government, an International Journal, 2018 Vol.14 No.2, pp.160 - 176

Available online: 01 Feb 2018 *

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