User-centered E-Government in practice: A comprehensive model for measuring user satisfaction

Government Information Quarterly

Volumn 26, Issue 3, 2009, Pages 487-497

  Verdegem, Pieter ^a   Verleye, Gino ^a  

^a Interdisciplinary Institute for Broadband Technology   (Belgium)

Author keywords

Acceptance of information technology and services; Benchmarking; Government internet services; Measurement of satisfaction; User research; User centered E Government

Indexed keywords

EID: 67349245442     PISSN: 0740624X     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.giq.2009.03.005     Document Type: Article

References (92)

1. Ajzen I., and Fishbein M. Understanding attitudes and predicting social behavior (1980), Prentice Hall, Englewood Cliffs, NJ
2. Ajzen I. From intentions to actions: A theory of planned behavior. In: Kuhl J., and Beckman J. (Eds). Action-control: From cognition to behaviour (1985), Springer, Heidelberg 11-39
3. Arbuckle J.L. AMOS 6.0 user's guide (2005), SPSS, Chicago, IL
4. Government A. Australians' use of and satisfaction with E-Government services (2005), Commonwealth of Australia, Barton
5. Bagozzi R.P. Causal models in marketing (1980), Wiley, New York
6. Bagozzi, R.P. (eds.) (1982). Special issue on causal modelling. Journal of Marketing, 19(4) (403-584).
7. Bandura A. Social cognitive theory in cultural context. Applied Psychology and International Review 51 2 (2002) 269-290
8. Bekkers V., and Homburg V. The myths of E-Government: Looking beyond the assumptions of a new and better government. The Information Society 23 5 (2007) 373-382
9. Bekkers V., and Zouridis S. Electronic service delivery in public administration: Some trends and issues. International Review of Administrative Sciences 65 2 (1999) 183-196
10. Berner Fachhochschule & Unisys. E-Government trendbarometer (2005), Unisys (Schweiz) AG, Thalwil
11. Bertot J.C., and Jaeger P.T. User-centered E-Government: Challenges and benefits for government web sites. Government Information Quarterly 23 2 (2006) 163-168
12. Bertot J.C., and Jaeger P.T. The E-Government paradox: Better customer service doesn't necessarily cost less. Government Information Quarterly 25 2 (2008) 149-154
13. Bicking M., Janssen M., and Wimmer M. Scenarios for governments in 2020: Towards a roadmap for future E-Government research in Europe. In: Cunningham P., and Cunningham M. (Eds). Exploiting the knowledge economy: Issues, applications and case studies (2006), IOS Press, Amsterdam 407-415
14. Bollen K.A. Structural equations with latent variables (1989), Wiley, New York
15. Bouckaert G., and Thijs N. Kwaliteit in de overheid. Een handleiding voor kwaliteitsmanagement in de publieke sector obv een internationaal comparatieve studie (2003), Academia Press, Brussels
16. Brignall S., and Modell S. An institutional perspective on performance measurement in the 'new public sector'. Management Accounting Research 11 2 (2000) 281-306
17. Brown D. Electronic government and public administration. International Review of Administrative Sciences 71 2 (2005) 241-254
18. Castells M. The rise of the network society: Economy, society and culture (2000), Blackwell Publishing, Oxford
19. Centeno, C., Van Bavel, R. & Burgelman, J.C. (2004). eGovernment in the EU in the next decade: Vision and key challenges. European Commission, DG JRC, Institute for Prospective Technological Studies.
20. Davis F.D., Bagozzi R.P., and Warshaw P.R. User acceptance of computer technology: A comparison of two theoretical models. Management Science 35 8 (1989) 982-1003
21. Davis F.D. User acceptance of information technology: System characteristics, user perceptions and behavioural impacts. International Journal of Man-Machine Studies 38 3 (1993) 475-487
22. Dugdale A., Daly A., Papandrea F., and Maley M. Accessing E-Government: Challenges for citizens and organizations. International Review of Administrative Sciences 71 1 (2005) 109-188
23. Ebbers W.E., Pieterson W.J., and Noordman H.N. Electronic government: Rethinking channel management strategies. Government Information Quarterly 25 2 (2008) 181-201
24. European Commission (2006). i2010 eGovernment action plan: Accelerating eGovernment in Europe for the benefit of all. Communication from the Commission to the Council, the European Parliament, the European Economic and Social Committee and the Committee of the Regions, COM(2006), 173 Final.
25. Eurostat (2005). The digital divide in Europe. Statistics in focus. Retrieved September 18, 2008 from http://epp.eurostat.cec.eu.int/cache/ITY_OFFPUB/KS-NP-05-038/EN/KS-NP-05 -038-EN.PDF
26. eUser, (2004). Evidence-based support for the design and delivery of user-centered online public services-Workpackage 1: Conceptual and Analytical Framework, part A), All project partners. Retrieved September 11, 2008 from http://www.euser-eu.org/
27. Evans D., and Yen D.C. E-Government: Evolving relationship of citizens and government, domestic, and international development. Government Information Quarterly 23 2 (2006) 207-235
28. Eyob E. E-Government: Breaking the frontiers of inefficiencies in the public sector. Electronic Government, an International Journal 1 1 (2004) 107-114
29. Flynn N. Public sector management (2007), Pine Forge Press, London
30. Freeman C., and Soete L. The economics of industrial innovation (1997), Continuum, London
31. Gareis K. Towards user-centered E-Government. Understanding potential demand for online public services. Paper presented at the Telecities and MUTEIS conference 'Urban impacts of the information society: Facts, fiction and policies', March 17-19, 2004, The Hague (2004)
32. Gareis K., Cullen K., and Korte W. Putting the user at the center. Implications for the provision of online public services. In: Cunningham P. (Ed). eAdoption and the knowledge economy. Issues, applications, case studies (2004), IOS Press, Amsterdam 611-618
33. Glaser B.G., and Strauss L.L. The discovery of grounded theory: Strategies for qualitative research (1967), Aldine, Chicago
34. Gouscos D., Kalikakis M., Legal M., and Papadopoulou S. A general model of performance and quality for one-stop E-Government service offerings. Government Information Quarterly 24 4 (2007) 860-885
35. Grönroos C. A service quality model and its marketing implications. European Journal of Marketing 18 4 (1984) 36-55
36. Gupta M.P., and Jana D. E-Government evaluation: A framework and case study. Government Information Quarterly 20 4 (2003) 365-387
37. Heeks R. Reinventing government in the information age. International practise in IT-enabled public sector reform (2003), Routledge, London
38. Heeks R., and Bailur S. Analyzing E-Government research: Perspectives, philosophies, theories, methods, and practice. Government Information Quarterly 24 2 (2007) 243-265
39. Helbig N., Gil-Garcia J.R., and Ferro R. Understanding the complexity of electronic government: Implications from the digital divide literature. Government Information Quarterly 26 1 (2009) 89-97
40. ICCS (2003). Common Measurement Tool. CMT Questions bank. Retrieved September 11, 2008 from http://www.iccs-isac.org/eng/cmt-about.htm
41. IPTS, (2004). E-Government in EU in 2010: Key policy and research challenges, in the Experts Workshop on E-Government and e-Health in ACCs. Retrieved September 18, 2008 from http://fiste.jrc.es/download/2.%20IPTS_Future%20%20challenges%20for%20e- gov1.pdf
42. Jaeger P.T., and Thompson K.M. E-Government around the world: Lessons, challenges, and future directions. Government Information Quarterly 20 4 (2003) 389-394
43. Jaeger P.T. The endless wire: E-Government as global phenomenon. Government Information Quarterly 20 4 (2003) 323-331
44. Jaeger P.T. Beyond section 508: The spectrum of legal requirements for accessible E-Government web sites in the United States. Journal of Government Information 30 4 (2004) 518-533
45. Jaeger P.T., and Bowman C.A. Understanding disability: Inclusion, access, diversity and civil rights (2005), Praeger, Westport, CT
46. Jiang J.J., Klein G., and Carr C.L. Measuring information system service quality: SERVQUAL from the other side. MIS Quarterly 26 2 (2002) 145-166
47. Johnston R. The determinants of service quality: Satisfiers and dissatisfiers. International Journal of Service Industry Management 6 5 (1995) 53-71
48. Kampen J.K., Snijkers K., and Bouckaert G. Public priorities concerning the development of E-Government in Flanders. Social Science Computer Review 23 1 (2005) 136-139
49. Kunstelj M., and Vintar M. Evaluating the progress of E-Government development: A critical analysis. Information Polity 9 3-4 (2004) 131-148
50. Kunstelj M., Jukic T., and Vintar M. Analysing the demand side of E-Government: What can we learn from Slovenian users?. Lecture Notes in Computer Science 4656 (2007) 305-317
51. Lau, E. (2005). E-Government and the drive for growth and equity. Proceedings of the Conference from E-Gov to I-Gov. Retrieved September 13, 2008 from http://www.belfercenter.org/files/lau-wp.pdf
52. Lee-Kelley L., and Kolsaker A. E-Government: The fit between supply assumptions and usage drivers. Electronic Government, an International Journal 1 2 (2004) 130-140
53. Lievrouw L. New media design and development: Diffusion of innovations versus social shaping of technology. In: Lievrouw L., and Livingstone S. (Eds). The handbook of new media (updated student edition) (2006), Sage Publications, London 246-265
54. Macintosh A., Robson E., Smith E., and Whyte A. Electronic democracy and young people. Social Science Computer Review 21 1 (2003) 43-54
55. McLaughlin K., Osborne S., and Ferlie E. New public management: Current trends and future prospects (2002), Routledge, London and New York
56. Millard, J. (2003). ePublic services in Europe: Past, present and future. Research findings and new challenges. Final draft-paper. Prepared for IPTS, not published.
57. Millard J. User attitudes to E-Government citizen services in Europe. International Journal of Electronic Government Research 2 2 (2006) 49-58
58. Moore, T. & Flynn, P. (2004). Future challenges for E-Government. The changing role of multi-channel service delivery. Discussion Paper no. 4. Australian Government Information Management Office. 2004. Retrieved from September 6, 2008 from http://www.finance.gov.au/Publications/future-challenges-for-egovernment /docs/AGIMO-FC-no4.pdf
59. MORI, (2002). Public service reform. Measuring and understanding costumer satisfaction. A Mori Review for the Office of Public Services Reform. London: The Prime Minister's Office of Public Services Reform.
60. Muylle S., Moenaert R., and Despontin M. The conceptualization and empirical validation of web site user satisfaction. Information and Management 41 5 (2004) 543-560
61. Norris D.F., and Moon M.J. Advancing E-Government at the grassroots: Tortoise of hare?. Public Administration Review 65 1 (2005) 64-75
62. OECD. The E-Government imperative (2003), OECD E-Government Studies, Paris
63. OECD. E-Government for better government (2005), OECD E-Government Studies, Paris
64. Osborne D., and Gaebler T. Reinventing government: How the entrepreneurial spirit is transforming the public sector (1992), Addison-Wesley, Reading
65. Parasuraman A., Zeithaml V.A., and Berry L.L. Servqual: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing 64 1 (1988) 12-40
66. Pieterson W., and Ebbers W. The use of service channels by citizens in the Netherlands: Implications for multi-channel management. International Review of Administrative Sciences 74 1 (2008) 95-110
67. Plouffe C., Hulland J., and Vandenbosch M. Richness versus parsimony in modelling technology adoption decisions - Understanding merchant adoption of a smart card-based payment system. Information Systems Research 12 2 (2001) 208-222
68. Prins J.E. Designing E-Government. On the crossroads of technological innovation and institutional change (2001), Kluwer Law International, The Hague
69. Punie Y. Een theoretische en empirische benadering van adoptie, gebruik en betekenis van informatie- en communicatietechnologie in het dagelijkse leven. In: Carpentier N., Pauwels C., and Van Oost O. (Eds). Het on(be)grijpbare publiek: een communicatiewetenschappelijke exploratie van publieksonderzoek (2004), VUB Press, Brussels 175-200
70. Reddick C.G. Citizen-initiated contacts with government: Comparing phones and websites. Journal of E-Government 2 1 (2005) 27-53
71. Reddick C.G. Citizen interaction with E-Government: From the streets to servers?. Government Information Quarterly 22 1 (2005) 38-57
72. Relyea H.C. E-gov: Introduction and overview. Government Information Quarterly 19 1 (2002) 9-35
73. Rogers E.M. Diffusion of innovations. (5th ed.) (2003), The Free Press, New York
74. Roy R. E-service delivery and new governance capacities: 'Service Canada' as a case study. International Journal of Services Technology and Management 7 3 (2006) 253-271
75. Schedler K., and Summermatter L. Customer orientation in electronic government: Motives and effects. Government Information Quarterly 24 2 (2007) 291-311
76. Silverstone R., and Haddon L. Design and the domestication of information and communication technologies: Technical change and everyday life. In: Silverstone R., and Mansell R. (Eds). Communication by design: The politics of information and communication technologies (1996), Oxford University Press, Oxford 44-74
77. SVR (2008). Totale bevolking naar leeftijd en geslacht per gewest. Brussel: Studiedienst Vlaamse Regering. Retrieved October 2, 2008 from http://www4.vlaanderen.be/dar/svr/cijfers/Exceltabellen/demografie/1_Bev olking/1_Gewesten/5_Bevolking_naar_leeftijd_en_geslacht_per_gewest.xls
78. Tat-Kei Ho A. Reinventing local governments and the E-Government initiative. Public Administration Review 62 4 (2002) 434-444
79. Taylor S., and Todd P. Understanding information technology usage: A test of competing models. Information System Research 6 4 (1995) 144-176
80. Titah R., and Barki H. E-Government adoption and acceptance: A literature review. International Journal of Electronic Government Research 2 3 (2006) 23-57
81. Traunmüller R., and Wimmer M. E-Government: The challenges ahead. Lecture Notes in Computer Science. 3183 1-6 (2004)
82. van Deursen A., van Dijk J., and Ebbers W. Why E-Government usage lags behind: Explaining the gap between potential and actual usage of electronic public services in the Netherlands. Lecture Notes in Computer Science 4084 (2006) 269-280
83. van Dijk J., Peters O., and Ebbers W. Explaining the acceptance and use of government internet services: A multivariate analysis of 2006 survey data in the Netherlands. Government Information Quarterly 25 3 (2008) 379-399
84. Van Dyke T.P., Kappelman L.A., and Prybutok V.R. Measuring information systems service quality: Concerns on the use of the SERVQUAL questionnaire. MIS Quarterly 21 2 (1997) 195-208
85. Venkatesh V., Morris M.G., Davis G.B., and Davis F.D. User acceptance of information technology: Toward a unified view. MIS Quarterly 27 3 (2003) 425-478
86. Verleye G. Missing data in linear modelling. KM Journal of the Dutch Statistical Society 62 (1999) 95-110 special issue on missing data
87. Wejnert B. Integrating models of diffusion of innovations: A conceptual framework. Annual Review of Sociology 28 1 (2002) 297-326
88. West D.M. E-Government and the transformation of service delivery and citizen attitudes. Public Administration Review 64 1 (2004) 15-27
89. Whiteley R.C. The customer driven-company: Moving from talk to action (1991), Addison-Wesley, Massachusetts
90. Wimmer M.A. Integrated service modelling for online one-stop government. Electronic Markets 12 3 (2002) 149-156
91. Yildiz M. E-Government research: Reviewing the literature, limitations, and ways forward. Government Information Quarterly 24 3 (2007) 646-665
92. Zeithaml, V.A., Parasuraman, A. and Malhotra, A. (2000). A conceptual framework for understanding e-service quality: Implications for future research and managerial practice. MSI Monograph, Report #00-115 (Working Paper Series).