Service Design and Citizen Satisfaction with E-Government Services: A Multidimensional Perspective
Public Administration Review, Vol. 81, No. 5, 2021, pp. 874-894. https://doi.org/10.1111/puar.13308
22 Pages Posted: 29 Dec 2020 Last revised: 7 Oct 2021
Date Written: 2021
This research examines the relationship between service design and citizen satisfaction with e-government services. Based on a multidimensional conceptualization of service, we define three key service perceptions, each comprising different design characteristics, that jointly influence perceived service quality and citizen satisfaction with e-government services. The service perceptions and their corresponding design characteristics are: (1) perceptions of a core serviceaccuracy, completeness, self-service capability, and convenience; (2) perceptions of facilitating servicesaccessibility, privacy protection, security protection, and user support; and (3) perceptions of supporting servicespersonalization capability and transparency. We tested our research model using data from a two-stage survey of 3,065 users of three e-government services. The results showed that all design characteristics contributed to their respective service perceptions that influenced perceived service quality that in turn influenced citizen satisfaction. The finding of a three-way interaction among the service perceptions supported their complementary role in influencing perceived service quality.
Keywords: service design, citizen satisfaction, e-government, service quality
JEL Classification: M15
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