An analysis of methodologies utilised in e-government research: A user satisfaction perspective

Journal of Enterprise Information Management

Volumn 25, Issue 3, 2012, Pages 298-313

  Irani, Zahir ^a   Weerakkody, Vishanth ^a   Kamal, Muhammad ^a   Hindi, Nitham Mohammed ^b,c   Osman, Ibrahim H ^c   Anouze, Abdel Latef ^c   El Haddadeh, Ramzi ^a   Lee, Habin ^a   Osmani, Mohamad ^a   Al Ayoubi, Baydaa ^c  

^a BRUNEL UNIVERSITY   (United Kingdom)

^b QATAR UNIVERSITY   (Qatar)

^c AMERICAN UNIVERSITY OF BEIRUT   (Lebanon)

Author keywords

Citizens; e government; Publications; Quantitative methods; Research methods; User satisfaction

Indexed keywords

EID: 84859719823     PISSN: 17410398     EISSN: None     Source Type: Journal    
DOI: 10.1108/17410391211224417     Document Type: Article

References (52)

1. Al Shafi, S. and Weerakkody, V. (2007), "Implementing and managing e-government in the state of Qatar: a citizens' perspective" in Electronic Government: An International Journal, Vol. 4, No. 4, pp. 436-50.
2. Bhattacherjee, A. (2001), "Understanding information systems continuance: an expectation confirmation model" in MIS Quarterly, Vol. 25, No. 3, pp. 351-70.
3. Bloemer, J.M.M. and Kasper, H.D.P. (1995), "The complex relationship between consumer satisfaction and brand loyalty" in Journal of Economic Psychology, Vol. 16, No. 2, pp. 311-29.
4. Brandtzæg, P.B., Heim, J. and Karahasanovic, A. (2011), "Understanding the new digital divide - a typology of internet users in Europe" in International Journal of Human Computer Studies, Vol. 69, No. 3, pp. 123-38.
5. Cardozo, R.N. (1965), "An experimental study of customer effort, expectation and satisfaction" in Journal of Marketing Research, Vol. 2, No. 3, pp. 244-9.
6. Carter, L. and Belanger, F. (2004), "Citizen adoption of electronic government initiatives", Proceedings of the 37th Annual Hawaii International Conference on System Sciences, Big Island, HI.
7. Carter, L. and Weerakkody, V. (2008), "e-government adoption: a cultural comparison" in Information Systems Frontiers, Vol. 10, No. 4, pp. 473-82.
8. Chiu, C.M., Hsu, M.H. and Wang, E.T.G. (2006), "Understanding knowledge sharing in virtual communities: an integration of social capital and social cognitive theories" in Decision Support Systems, Vol. 42, No. 3, pp. 1872-88.
9. Dwivedi, Y.K. (2009), "Viewpoint: an analysis of e-government research published in Transforming Government: People, Process and Policy (TGPPP)" in Transforming Government: People, Process and Policy, Vol. 3, No. 1, pp. 7-15.
10. Edmiston, K.D. (2003), "State and local e-government: prospects and challenges" in American Review of Public Administration, Vol. 33, No. 1, pp. 20-45.
11. Fang, Z. (2002), "e-government in digital era: concept, practice and development" in International Journal of the Computer, The Internet and Information, Vol. 20, pp. 193-213.
12. Gant, J. and Chen, Y. (2001), "Transforming local e-government services: the use of application service providers" in Government Information Quarterly, Vol. 18, No. 2, pp. 343-55.
13. Giese, J.L. and Cote, J.A. (2000), "Defining customer satisfaction" in Academy of Marketing Science Review, Vol. 1, pp. 1-27.
14. Gatian, A.W. (1994), "Is user satisfaction a valid measure of system effectiveness?" in Information and Management, Vol. 26, No. 3, pp. 119-31.
15. Gundersen, M.G., Heide, M. and Olsson, U.H. (1996), "Hotel guest satisfaction among business travellers: what are the important factors?" in The Cornell Hotel and Restaurant Administration Quarterly, Vol. 37, No. 2, pp. 72-81.
16. Halaris, C., Magoutas, B., Papadomichelaki, X. and Mentzas, G. (2007), "Classification and synthesis of quality approaches in e-government services" in Internet Research, Vol. 17, No. 4, pp. 378-401.
17. Hazlett, S. and Hill, F. (2003), "e-government: the realities of using IT to transform the public sector" in Managing Service Quality, Vol. 13, No. 6, pp. 445-52.
18. Horan, T.A. and Abhichandani, T. (2006), "Evaluating user satisfaction in an e-government initiative: results of structural equation modelling and focus group discussions" in Journal of Information Technology Management, Vol. 17, No. 4, pp. 33-44.
19. Hsu, M.H., Chiu, C.M. and Ju, T.L. (2004), "Determinants of continued use of the WWW: an integration of two theoretical models" in Industrial Management & Data Systems, Vol. 104, Nos 8/9, pp. 766-75.
20. Huang, Z. and Bwoma, O.P. (2003), "An overview of critical issues of e-government" in International Association for Computer Information Systems, Vol. 4, No. 1, pp. 164-70.
21. Irani, Z. and Dwivedi, Y.K. (2008), "Editorial" in Transforming Government: People, Process and Policy, Vol. 2, No. 4, pp. 221-4.
22. Irani, Z., Elliman, T. and Jackson, P. (2007), "Electronic transformation of government in the UK: a research agenda" in European Journal of Information Systems, Vol. 16, No. 4, pp. 327-35.
23. Jones, S., Irani, Z. and Sharif, A. (2007), "e-government evaluation: reflections on three organisational case studies", Proceedings of the 40th Hawaii International Conference on System Sciences, Waikoloa, Big Island, HI.
24. Layne, K. and Lee, J. (2001), "Developing fully functional e-government: a four- stage model" in Government Information Quarterly, Vol. 18, No. 2, pp. 122-36.
25. Lim, E.T.K., Pan, S.L. and Tan, C.W. (2005), "Managing user acceptance towards enterprise resource planning (ERP) systems - understanding the dissonance between user expectations and managerial policies" in European Journal of Information Systems, Vol. 14, No. 2, pp. 135-49.
26. Liu, Y., Zhou, C. and Chen, Y. (2010), "Customer satisfaction measurement model of e-government service", paper presented at the 2010 IEEE International Conference on Service Operations and Logistics and Informatics (SOLI), Qingdao.
27. Melone, N.P. (1990), "A theoretical assessment of the user satisfaction construct in information systems research" in Management Science, Vol. 36, No. 1, pp. 76-91.
28. Oliver, R.L. (1980), "A cognitive model of the antecedents and consequences of satisfaction decisions" in Journal of Marketing Research, Vol. 17, No. 4, pp. 460-9.
29. Oliver, R.L. (1993), "Cognitive, affective, and attribute bases of the satisfaction response" in The Journal of Consumer Research, Vol. 20, No. 3, pp. 418-30.
30. Oliver, R.L. (1999), "Whence customer loyalty" in Journal of Marketing, Vol. 63, No. 4, pp. 33-44.
31. Reddick, G.C. (2004), "Citizen interaction with e-government: from the streets to servers?" in Government Information Quarterly, Vol. 22, No. 1, pp. 38-57.
32. Riley, T.B. (2003), Defining e-government and E-governance: Staying the Course (The Riley Report), eGov Monitor, London.
33. Saebo, O., Rose, J. and Skiftenes Flak, L. (2008), "The shape of eparticipation: characterizing an emerging research area" in Government Information Quarterly, Vol. 25, No. 3, pp. 400-28.
34. Shankar, V., Smith, A.K. and Rangaswamy, A. (2003), "Customer satisfaction and loyalty in online and offline environments" in Journal of Research in Marketing, Vol. 20, No. 2, pp. 153-75.
35. Sharif, A., Irani, Z. and Weerakkody, V. (2010), "Evaluating and modelling constructs for decision making in e-government" in Journal of Operational Research Society, Vol. 61, No. 6, pp. 929-52.
36. Tat-Kei Ho, A. (2002), "Reinventing local governments and the e-government initiative" in Public Administration Review, Vol. 62, No. 4, pp. 434-44.
37. Tessier, J.A., Crouch, W.W. and Atherton, P. (1977), "New measures of user satisfaction with computer-based literature searches" in Special Libraries, Vol. 68, No. 11, pp. 383-9.
38. Venkatesh, V., Morris, M., Davis, G. and Davis, F. (2003), "User acceptance of information technology: toward a unified view" in MIS Quarterly, Vol. 27, No. 3, pp. 425-78.
39. Venkatesh, V., Thong, J.Y.L., Chan, F.K.Y., Hu, P.J. and Brown, S. (2011), "Extending the two-stage information systems continuance model: incorporating UTAUT predictors and the role of context" in Information Systems Journal, Vol. 21, No. 6, pp. 527-55.
40. Verdegem, P., Stragier, J. and Verleye, G. (2010), "Measuring for knowledge: a data-driven research approach for egovernment", Proceedings of the 10th European Conference on Egovernment, Limerick.
41. Wang, L., Bretschneider, S. and Gant, J. (2005), "Evaluating web-based e-government services with a citizen-centric approach", Proceedings of the 38th Annual Hawaii International Conference on Systems Sciences, Big Island, HI.
42. Wasko, M.M. and Faraj, S. (2005), "Why should I share? Examining social capital and knowledge contribution in electronic networks of practice" in MIS Quarterly, Vol. 29, No. 1, pp. 35-57.
43. Weerakkody, V. and Dhillon, G. (2008), "Moving from e-government to t-government: a study of process reengineering challenges in a UK local authority context" in International Journal of Electronic Government Research, Vol. 4, No. 4, pp. 1-16.
44. Weerakkody, V., Jones, S. and Olsen, E. (2007), "e-government: a comparison of strategies in local authorities in the UK and Norway" in International Journal of Electronic Business, Vol. 5, No. 2, pp. 141-59.
45. Welch, E.W., Hinnant, C.C. and Moon, M.J. (2004), "Linking citizen satisfaction with e-government and trust in government" in Journal of Public Administration Research and Theory, Vol. 15, No. 3, pp. 371-91.
46. West, D.M. (2004), "e-government and the transformation of service delivery and citizen attitudes" in Public Administration Review, Vol. 64, No. 1, pp. 15-27.
47. William, M.D., Dwivedi, Y.K., Lal, B. and Schwarz, A. (2009), "Contemporary trends and issues in IT adoption and diffusion research" in Journal of Information Technology, Vol. 24, No. 1, pp. 1-10.
48. Wixom, B.H. and Todd, P. (2005), "A theoretical integration of user satisfaction and technology acceptance" in Information Systems Research, Vol. 16, No. 1, pp. 85-102.
49. Woodroof, J. and Burg, W. (2003), "Satisfaction/dissatisfaction: are users predisposed?" in Information and Management, Vol. 40, No. 4, pp. 317-24.
50. Chu, P.Y., Hsiao, N., Lee, F.W. and Chen, C.W. (2004), "Exploring success factors for Taiwan's government electronic tendering system: behavioural perspectives from end users" in Government Information Quarterly, Vol. 21, No. 2, pp. 219-34.
51. Conrath, D.W. and Mignen, O.P. (1990), "What is being done to measure user satisfaction with EDP/MIS" in Information and Management, Vol. 19, No. 1, pp. 7-19.
52. Pinho, J.C. and Macedo, I.M. (2008), "Examining the antecedents and consequences of online satisfaction with the public sector" in Transforming Government: People, Process and Policy, Vol. 2, No. 3, pp. 177-93.