Does E-Government Measure up to E-Business? Comparing End-User Perceptions of U.S. Federal Government and E-Business Websites
Forrest V. Morgeson III
American Customer Satisfaction Index
University of Maryland - Robert H. Smith School of Business
March 5, 2009
Public Administration Review, Vol. 69, No. 4, pp. 740-752, July/August 2009
This paper examines the federal government's success in implementing and providing high-quality service through e-government, something that has received very little attention. We define quality from the perspective of the end-users of the federal agency websites, as measured through customer survey data. Using data from the American Customer Satisfaction Index (ACSI), we compare the performance of federal agency websites across a range of relevant variables with a private sector equivalent, e-business websites. Our findings suggest that federal e-government websites are not yet, in the aggregate, providing the same level of quality as their e-business counterparts. We also find significant variability among federal agencies. We discuss the implications of these findings to e-government performance measurement, performance benchmarking, and the market-centered theories of administrative reform driving e-government and similar transformations to government practice.
Keywords: E-Government, Federal Websites, Information Technology, Customer Satisfaction, Public Sector Reform, E-BusinessAccepted Paper Series
Date posted: September 12, 2007 ; Last revised: January 2, 2013
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