Designing E-Government Services: Key Service Attributes and Citizens’ Preference Structures

Journal of Operations Management, Vol. 30, Nos. 1-2, pp. 116-133, 2012

44 Pages Posted: 23 Feb 2012 Last revised: 7 Oct 2021

See all articles by Viswanath Venkatesh

Viswanath Venkatesh

Virginia Polytechnic Institute and State University - Pamplin College of Business

Frank K. Y. Chan

ESSEC Business School

James Y.L. Thong

HKUST Business School

Date Written: February 23, 2012

Abstract

Advances in Internet technologies have led to the popularity of technology-based self-services, with the design of such services becoming increasingly important. Using technology-based services in the public sector as the setting, we identified the key service attributes driving adoption and use of transactional e-government services, and citizens’ preference structures across these attributes. After identifying four key attributes, i.e., usability, computer resource requirement, technical support provision and security provision, we conducted a Web-based survey and a conjoint experiment among 2465 citizens. In a two-stage Web-based survey, citizens reported their perceptions about a smartcard technology for transactional e-government services before use, and their use and satisfaction 4 months later. Results showed that the key attributes (noted above) influenced citizens’ intentions, subsequent use and satisfaction. In the conjoint experiment, citizens reported their preferences for key service attributes for two transactional e-government services. Further, a cluster analysis uncovered four distinct citizen segments, i.e., balanced, usability-focused, risk-conscious and resource-conservative, that can inform efforts in designing e-government services. A post hoc analysis confirmed the appropriateness of the market segmentation in understanding citizens’ adoption and use of transactional e-government services.

Keywords: IT service management and design, technology-based self-services, public management, service attributes, web survey, conjoint experiment, e-government

Suggested Citation

Venkatesh, Viswanath and Chan, Frank K. Y. and Thong, James Y.L., Designing E-Government Services: Key Service Attributes and Citizens’ Preference Structures (February 23, 2012). Journal of Operations Management, Vol. 30, Nos. 1-2, pp. 116-133, 2012, Available at SSRN: https://ssrn.com/abstract=2009782

Viswanath Venkatesh

Virginia Polytechnic Institute and State University - Pamplin College of Business ( email )

VA
United States

HOME PAGE: http://vvenkatesh.com

Frank K. Y. Chan

ESSEC Business School ( email )

3 Avenue Bernard Hirsch
CS 50105 CERGY
CERGY, CERGY PONTOISE CEDEX 95021
France

James Y.L. Thong (Contact Author)

HKUST Business School ( email )

Clear Water Bay
Kowloon
Hong Kong

HOME PAGE: http://jthong.people.ust.hk/

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