Does E-Government Measure up to E-Business? Comparing End-User Perceptions of U.S. Federal Government and E-Business Websites

Public Administration Review, Vol. 69, No. 4, pp. 740-752, July/August 2009

Posted: 12 Sep 2007 Last revised: 2 Jan 2013

Forrest V. Morgeson III

American Customer Satisfaction Index

Sunil Mithas

University of Maryland - Robert H. Smith School of Business

Date Written: March 5, 2009

Abstract

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-Business

Suggested Citation

Morgeson, Forrest V. and Mithas, Sunil, Does E-Government Measure up to E-Business? Comparing End-User Perceptions of U.S. Federal Government and E-Business Websites (March 5, 2009). Public Administration Review, Vol. 69, No. 4, pp. 740-752, July/August 2009. Available at SSRN: https://ssrn.com/abstract=1013324

Forrest V. Morgeson III (Contact Author)

American Customer Satisfaction Index ( email )

Ann Arbor, MI 48108
United States

Sunil Mithas

University of Maryland - Robert H. Smith School of Business ( email )

​Van Munching Hall
7699 Mowatt Ln
College Park, MD 20742-1815
United States

HOME PAGE: http://sunilmithas.com/

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