Benefits sought by citizens and channel attitudes for multichannel payment services: Evidence from Italy |
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| Institution: | 1. Department of Management, Economics and Industrial Engineering, Politecnico di Milano, Piazza Leonardo Da Vinci 32, 20133 Milan, Italy;2. EasyGov Solutions, Via Natta 4c, 22100 Como, Italy;1. Dept. of Public Administration, University of North Texas, USA;2. Dept. of Media & Communication, Yeungnam University, South Korea;1. School of Public Affairs and Administration, Rutgers University, Newark, New Jersey, USA;2. School of Management, New Jersey Institute of Technology, Newark, New Jersey, USA;3. School of Public Affairs and Administration, Rutgers University, Newark, New Jersey, USA;1. College of Management, Lawrence Technological University, 21000 W 10 Mile Rd, Southfield, MI 48075, United States;2. Department of Management Information Systems, University of Arizona, Tucson, AZ 85721, United States;3. School of Information Systems & Technology, Claremont Graduate University, 150 E 10th St, Claremont, CA 91711, United States |
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| Abstract: | Together with the digitalization of government services, a considerable amount of countries, and Italy in particular among them, are considering the introduction of several online and offline access point to its services in order to increase the penetration of provision systems not requiring an interaction at the PA office. This study, through a two-step empirical exercise run in Italy, intends to understand the benefits sought by citizens and the channel attitudes in order to understand whether and how this orientation by policy makers, with respect to payment services, may be effective. Thanks to a suited sampling, the study sets the basis for a segmentation of the citizens in terms of benefits sought and discusses the channel attitudes within each segment identified. By analyzing the characteristics of the segments, the study presents implications for policy makers and public servants and provides a conceptual background for grounding further research on multichannel service provision. |
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