Local e-government and user satisfaction with city portals – the citizens’ service preference perspective
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Bernd W. Wirtz [1] ; Oliver Tuna Kurtz [1]
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[1] German University of Administrative Sciences
German University of Administrative Sciences
Kreisfreie Stadt Speyer, Alemania
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- Localización: International review on public and nonprofit marketing: official publication of the International Association on Public and Nonprofit Marketing, ISSN 1865-1984, Vol. 13, Nº. 3, 2016, págs. 265-287
- Idioma: inglés
- Texto completo no disponible (Saber más ...)
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Resumen
In the past decade, governments all over the world have incrementally employed E-Government websites to improve public administration efficiency by augmenting the effectiveness, quality, transparency and availability of information and services for their citizens. Despite the increased interest in providing E-Government services, knowledge about the success of E-Government remains limited. In terms of an efficient provision of E-Government services for citizens, a user-oriented approach needs to be considered. In this context, user satisfaction is a crucial factor for the success or failure of E-Government. Hence, a primary challenge for local E-Government city portals is the identification of key factors that determine user satisfaction. Therefore, this study develops a model for user satisfaction of E-Government city portals by applying a mixed method approach. The results of this paper, which are based on binary logistic regression, indicate that integration of downloadable forms, integration of a powerful search function, full online availability of E-Government Services, and Perceived Ease of Use positively influence user satisfaction with E-Government city portals.
