Service Design and Citizen Satisfaction with E-Government Services: A Multidimensional Perspective

Public Administration Review, Forthcoming, https://doi.org/10.1111/puar.13308

42 Pages Posted: 29 Dec 2020

See all articles by Frank K. Y. Chan

Frank K. Y. Chan

ESSEC Business School

James Y.L. Thong

HKUST Business School

Sue A. Brown

University of Arizona - Department of Management Information Systems

Viswanath Venkatesh

Virginia Polytechnic Institute and State University - Pamplin College of Business

Date Written: 2020

Abstract

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 serviceaccuracy, completeness, self-service capability, and convenience; (2) perceptions of facilitating servicesaccessibility, privacy protection, security protection, and user support; and (3) perceptions of supporting servicespersonalization 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

Suggested Citation

Chan, Frank K. Y. and Thong, James Y.L. and Brown, Sue A. and Venkatesh, Viswanath, Service Design and Citizen Satisfaction with E-Government Services: A Multidimensional Perspective (2020). Public Administration Review, Forthcoming, https://doi.org/10.1111/puar.13308, Available at SSRN: https://ssrn.com/abstract=3719710 or http://dx.doi.org/10.2139/ssrn.3719710

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/

Sue A. Brown

University of Arizona - Department of Management Information Systems ( email )

AZ
United States

Viswanath Venkatesh

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

VA
United States

HOME PAGE: http://vvenkatesh.com

Do you have a job opening that you would like to promote on SSRN?

Paper statistics

Downloads
35
Abstract Views
241
PlumX Metrics