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1.
Channel choice and public service delivery in Canada: Comparing e-government to traditional service delivery 总被引：1，自引：0，他引：1
Christopher G. ReddickAuthor Vitae Michael TurnerAuthor Vitae 《Government Information Quarterly》2012,29(1):1-11
This study examines channel choice and public service delivery in Canada, comparing e-government to traditional service delivery channels such as the phone or visiting a government office. Factors studied include the digital divide, the nature of the citizen interaction with government, public service values, and satisfaction with services received by citizens. These factors are used to determine whether they impacted choice of channel and satisfaction with that channel. This study, through logistic regression of a public opinion survey of Canadian residents, found indications suggesting a digital divide in accessing e-government; found that government websites were most commonly used for information purposes, while the phone was most commonly used to solve problems. In regards to citizens' satisfaction, the apparent digital divide was bridged when females and older Canadians were more satisfied with their contact with a government website. In addition, a positive experience with service delivery and positive public service values lead to greater website satisfaction. The results of this study imply that the phone is a more effective service channel for solving problems, and the website is more effective for getting information. Therefore, governments need to provide multiple contact channels for citizens, depending upon their task at hand, while ensuring consistency of information and service response across channels. Creating a positive experience for citizens when they received a service translates into a more satisfied experience with e-government. 相似文献
2.
Luca Tangi Michele Benedetti Luca Gastaldi Giuliano Noci Claudio Russo 《Government Information Quarterly》2021,38(1):101543
Several governments are actively encouraging their administrations to deliver public services exclusively through digital channels. This strategy consists of putting in place a series of complex and specific actions that bring into play numerous actors, to ensure that users are willing to accept digital channels and that weaker users are not disadvantaged. Although this strategy is being increasingly adopted in various countries, scholars have scarcely begun to explore its logic. This research explores how to define a service delivery strategy that forces users to adopt digital channels. Four in-depth case studies have been conducted on Italian local governments that started delivering their non-educational school services through digital channels alone. We found that a mandatory service delivery strategy is feasible when the starting point is to understand the users' characteristics, skills and behaviours and, as a consequence, whether they perceive the service as complex and/or ambiguous. With this in mind, public organisations can select the proper mix of channels for each category of users and combine their change in approach with behavioural-type interventions, i.e. by creating the right conditions to modify the users' behaviour. 相似文献
3.
Ibrahim H. Osman Abdel Latef Anouze Zahir Irani Baydaa Al-Ayoubi Habin Lee Asım Balcı Tunç D. Medeni Vishanth Weerakkody 《Government Information Quarterly》2014
E-government services involve many stakeholders who have different objectives that can have an impact on success. Among these stakeholders, citizens are the primary stakeholders of government activities. Accordingly, their satisfaction plays an important role in e-government success. Although several models have been proposed to assess the success of e-government services through measuring users' satisfaction levels, they fail to provide a comprehensive evaluation model. This study provides an insight and critical analysis of the extant literature to identify the most critical factors and their manifested variables for user satisfaction in the provision of e-government services. The various manifested variables are then grouped into a new quantitative analysis framework consisting of four main constructs: cost; benefit; risk and opportunity (COBRA) by analogy to the well-known SWOT qualitative analysis framework. The COBRA measurement scale is developed, tested, refined and validated on a sample group of e-government service users in Turkey. A structured equation model is used to establish relationships among the identified constructs, associated variables and users' satisfaction. The results confirm that COBRA framework is a useful approach for evaluating the success of e-government services from citizens' perspective and it can be generalised to other perspectives and measurement contexts. 相似文献
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《Government Information Quarterly》2022,39(2):101676
In light of the accelerated growth of an aging population, coupled with the massive diffusion of Information and Communication Technologies (ICTs), research on whether ICTs meet the needs of elderly users is important and timely. Despite the popularity of self-determination theory, few studies have adopted this theoretical framework to explain need satisfaction among this group. The continuous use of mobile government (m-government) relies on the satisfaction of citizens' needs. Through the theoretical lens of self-determination theory, we developed a research model of m-government for elders' intrinsic need satisfaction. In this model, the design factors, performance factors, and individuals' ability factors are incorporated. Based on data from 366 m-government-for-elders users in China's Zhejiang and Jiangxi provinces, and through the use of structural equation modeling, the results show that complexity has a negative correlation with autonomy need satisfaction and competence need satisfaction. Visual appeal positively affects all dimensions of intrinsic need satisfaction. Information quality has a positive relationship with relatedness need satisfaction. The effects of personalization on relatedness need satisfaction and the influence of personalization on competence need satisfaction were significant. Information literacy moderates the relationship between complexity and autonomy need satisfaction, as well as between complexity and competence need satisfaction. The findings of this article enrich existing m-government research and provide practical implications for policymakers and m-government developers in China. 相似文献
6.
《Government Information Quarterly》2020,37(1):101413
The increasing use of the Internet for service delivery has paralleled an increase of e-service users' privacy concerns as technology offers ample opportunities for organizations to store, process, and exploit personal data. This may reduce individuals' perceived ability to control their personal information and increase their perceived privacy risk. A systematic understanding of individuals' privacy concerns is important as negative user perceptions are a challenge to service providers' reputation and may hamper service delivery processes as they influence users' trust and willingness to disclose personal information. This study develops and validates a model that examines the effect of organizational privacy assurances on individual privacy concerns, privacy control and risk perceptions, trust beliefs and non-self-disclosure behavior. Drawing on a survey to 547 users of different types of e-services – e-government, e-commerce and social networking – in Rwanda, and working within the framework of exploratory analysis, this study uses partial least square-structural equation modeling to validate the overall model and the proposed hypotheses. The findings show that perceptions of privacy risks and privacy control are antecedents of e-service users' privacy concerns, trust and non-self-disclosure behavior. They further show that the perceived effectiveness of privacy policy and perceived effectiveness of self-regulations influence both perceptions of privacy risks and control and their consequences; users' privacy concerns, trust and non-self-disclosure behavior. The hypotheses are supported differently across the three types of e-services, which means that privacy is specific to context and situation. The study shows that the effect of privacy assurances on trust is different in e-government services than in other services which suggest that trust in e-government may be more complex and different in nature than in other contexts. The findings serve to enhance a theoretical understanding of organizational privacy assurances and individual privacy concerns, trust and self-disclosure behavior. They also have implications for e-service providers and users as well as for regulatory bodies and e-services designers. 相似文献
7.
《Library & information science research》2006,28(3):350-373
The questions of whether chat reference service is beneficial enough to users to justify the costs of offering it, and how valuable it is to users in fulfilling their information needs, have been primary concerns for librarians providing the service, for library administrators managing the service, and for funding agencies paying for it. The present study combines a traditional evaluation of the user's satisfaction with the reference encounter, with details of the user's information use and the user's motivation for using the chat reference service. This evaluation study assesses the effectiveness of chat reference service in meeting users' information needs. 相似文献
8.
This study assessed the security of the U.S. state e-government sites to identify opportunities for and threats to the sites and their users. The study used a combination of three methods – web content analysis, information security auditing, and computer network security mapping – for data collection and analysis. The findings indicate that most state e-government sites posted privacy and security policy statements; however, only less than half stated clearly what security measures were in action. Second, the information security audit revealed that 98% of the sites secured users' accounts with SSL encryption for data transmission, and the sites' search tools enable public users to search for public information only. Third, although the sites had most of their internet ports filtered or behind firewalls, all of them had their main IP addresses detected and their port 80/tcp open. The study discussed the threats and opportunities and suggested possible solutions for improving e-government security. 相似文献
9.
In this study, we examine gender inequality in the use of the Korean central government website in 2010. Adapting the digital divide and the gender differentiation hypothesis, we analyze e-government users and the determinants of their demand for e-government websites. Specifically, after controlling for socio-economic factors and family characteristics as demand determinants, we test whether gender inequality in e-government access and usage persists across central government units that provide differentiated public services. Our regression results indicate (i) no persistent gender inequality, supporting the gender differentiation hypothesis, and (ii) the importance of family characteristics as a determinant of demands for e-government websites. However, we also find a persistent divide in access to and usage of central e-government services by education and occupation, which deserves more attention and further research. 相似文献
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移动通信技术的快速发展推动了用户对数字图书馆移动信息服务需求的增长。文章采用问卷调查方式对用户的移动信息服务需求展开研究,根据用户使用数字图书馆移动信息服务的经历,将参与调查的用户分为使用者与潜在使用者,分别对两类用户在移动信息服务功能、服务方式和信息内容三个方面的需求程度进行了对比分析。在此基础上,针对用户需求差异提出数字图书馆移动信息服务发展建议。 相似文献
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The traditional focus of e-government services research has been on non-mobile services but now with the incorporation of mobile services more people are able to access these Mobile e-government services (m-government services). In addition, such services are critical for improving user-to-government communication effectiveness and maintaining relationships. The purpose of this study is to identify the factors that determine user acceptance of these services. Based primarily on the theory of planned behavior and supplemented by the mobile communication perspective, a sample of 331 users of m-government services in Taiwan was tested. The findings show that perceived usefulness, perceived ease of use, trust, interactivity, external influence, interpersonal influence, self efficacy, and facilitating conditions are critical factors. This study has given us a better understanding of critical mobile communication factors in improving user acceptance of m-government services. Implications and recommendations for research and practice are also presented and discussed. 相似文献
13.
The number of migrant farmer workers in China has increased so rapidly that they can't be ignored anymore as a vulnerable group in the coming information society. This study formulates a theoretical framework on the process of seeking for government information online and employs a method of questionnaire survey to investigate the information needs of migrant farmer workers and their behavior of using e-government service. The findings drawn include inconsistency of information seeking behaviors with information needs, and conditions of transfer from potential users of e-government services to actual users, such as information literacy, IT environment, the influence of social networks, the operations of government websites, and targeted services. Several policy recommendations are presented based on these findings, including improvements in the workers' information capacity, construction of special e-government programs aimed at such workers, and enhancement of public library systems and government service offerings to this target group. 相似文献
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In the context of Political Science, fragmentation refers to the process of decentralization, department differentiation and division of management in governmental institutions. Increasingly fragmented features emerge in China's administrative values, public resource operation, public organizational structures and public service provision in the post-industrial age, which affect the planning and implementation of e-government and inevitably map onto virtual government, leading to a fragmented Chinese e-government. Although most of the literature include impediments or measures to China's e-government, hardly any research can be found that focuses on theoretically identifying and innovating the way to handle problems. An aim of this research is to determine that holistic governance could be considered a rational choice for the transformation from fragmentation to holistic development and an effective measure for the sound advancement of e-government. 相似文献
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《The Reference Librarian》2013,54(93):99-108
Abstract E-mail reference has been utilized as a reference tool in academic libraries since the early 1980s. Today it is one of the most common media for providing digital reference service. An important aspect of providing any service is evaluating users' satisfaction levels with that service. Users of the Ask-A-Librarian e-mail reference service at a large academic library over a ten-month period voluntarily completed a seven item web-based questionnaire. The results indicated that the majority of respondents were satisfied with Ask-A-Librarian overall. This paper discusses how the library used the survey results to improve the existing service, and to implement a new one-chat reference. Reference service providers should not only ask users for feedback on existing services, but also should include them in the planning and design phase of new services. In doing so, they demonstrate their commitment to providing adequate and appropriate services to their patron community, and ultimately can save their institutions time and expense. 相似文献
16.
Governments have a variety of channels at their disposal to help them interact with their citizens. Having realized that citizens still prefer the traditional channels, governments are now focusing on ways to lead them to the web. Previously, we have shown that citizens prefer the use of soft instruments, such as communication. Communication instruments are characterized by the transfer of information from government to citizens, for example, by means of mass media or a letter. This study focuses on how a communication instrument—in this case a personal letter—can be used to lead citizens to the digital channel. We also show the effects of the instrument both in terms of channel usage and citizen perceptions. Based on a field experiment, carried out in cooperation with a Dutch national government agency, we show that unobtrusive channel marketing can be effectively used to increase usage of government e-services, without negatively affecting citizens' current level of satisfaction with service delivery. 相似文献
17.
《The Reference Librarian》2013,54(1):95-104
ABSTRACT This article discusses the National Information Standards Organization's new standard, NISO Z39.7-2004, which includes the reporting of the usage of library-generated Web pages and e-mail, live chat, and instant messaging reference queries. The integration of statistics on these new methods of providing service with traditional library statistics provides a more accurate picture of library services and demonstrates how libraries have expanded types of patron contacts in the digital age. This article also discusses the statistical reporting of individual reference queries handled away from the reference desk (e.g., in individual librarians' offices). 相似文献
18.
《Government Information Quarterly》2023,40(3):101827
Facial recognition technology has been adopted for the better delivery of m-government services, but the ease and frequency with which users' personal information is being accessed and misused have inevitably increased. This has recently triggered a new phenomenon of privacy fatigue in e-governance, which makes people feel powerless to protect their privacy. A comprehensive understanding of users' privacy fatigue is important, since negative user perceptions may lead to disengagement and the distrust of the government. Drawing on the Person-Environment fit theory and user agency perspective, this study examines the antecedents of privacy fatigue, manifested as emotional exhaustion and cynicism. A large-scale telephone survey allowed data to be collected from 3, 436 users of facial recognition-based m-Gov services in China. The Partial Least Squares (PLS) results reveal that: (1) privacy fatigue indeed occurs among the users of facial recognition-based m-Gov services in China; (2) the perceptions of privacy control is the core antecedent of users' privacy fatigue, which influences two dimension—emotional exhaustion and cynicism—in different directions; (3) the effectiveness of both privacy self-efficacy and government legislation positively influences perceived privacy control, while the effect of the effectiveness of privacy policies on it is insignificant. This study contributes to the research by empirically testing the notion and antecedents of privacy fatigue in the context of facial recognition-based m-Gov services, and provides a mechanism analysis with an overarching theoretical framework. In addition, the findings may generate new research avenues related to privacy fatigue under an AI-enabled government. 相似文献
19.
[目的/意义]政府电子信息服务在互联网时代下成为替代传统政府服务的新兴电子服务方式受到国际推崇。研究政府电子信息服务的公众持续使用意愿对加强政府电子服务建设和改进尤为重要。[方法/过程]借鉴TAM、ECM-ISC、D&M模型,以公众体验为导向,构建政府电子信息服务质量与公众持续使用意愿关系模型,以政府网站为研究对象进行问卷调查,利用结构方程进行数据分析。[结果/结论]结果表明,信息质量显著影响公众满意度,满意度是公众持续使用政府电子信息服务的最显著影响因子;信息质量、信息互动体验质量及感知信任均对持续使用意愿产生正向影响。 相似文献
20.
In this article, we examine content supply as a public service strategy in Finland, one of the forerunner countries of digital terrestrial television in Europe. Regarding digitalization, European broadcasters face several options from full service to a specialized mission. The case at hand is the first full digital year of 2002 in Finland. The focus is on one of the traditional principles of public service broadcasting, the diversity of programming, as it is realized in the new, digital, multichannel environment. We examine content diversity by comparing channel profiles as well by analyzing indexes of the horizontal and vertical breadth and dissimilarity of programming. In a market of two public service and two commercial analogue generalist TV channels, the five new thematic digital channels have radically altered the amount of system-wide supply, but the diversity of programming has not suffered. This is due to the specializing strategy of the public service broadcaster. Its approach to focus on factual programming is clear in its digital output but can be detected in moderation also in its analogue supply. However, with the expected increase on commercial digital supply also in terrestrial networks, there is the possibility of the generalist public service broadcaster to turn into a fragmented one. 相似文献