Responsive E-government in China: A way of gaining public support |
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| Institution: | 1. College of Public Administration, Huazhong University of Science and Technology, Wuhan 430074, China;2. John Glenn College of Public Affairs, The Ohio State University, Columbus, OH 43221, USA;3. School of Public Administration and Policy, Renmin University of China, Beijing 100872, China;4. Wuhan Natural Resources and Planning Information Center, Wuhan 430010, China;1. Reichman University, Israel;2. School of Communication, Ariel University, Israel;3. Bar-Ilan University, Israel;1. University of Klagenfurt, Universitaetsstrasse 65-67, 9020 Klagenfurt am Woerthersee, Austria;2. WU Vienna University of Economics and Business, Welthandelsplatz 1, 1020 Vienna, Austria;1. University of Muenster – ERCIS, Leonardo-Campus 3, 48149 Münster, Germany;2. Linköping University, Department of Management and Engineering, 581 83 Linköping, Sweden;1. University of Münster, Department of Information Systems, Germany;2. Linköping University, Department of Management and Engineering, Sweden;1. Department of Analytics in the Digital Era, College of Business and Economics, United Arab Emirates University, Al Ain 15551, United Arab Emirates;2. Department of Business Analytics Technology, Business School, Al-Ahliyya Amman University, Jordan;3. Department of Management Information Systems, Business School, The University of Jordan, Jordan;4. Department of Electronic Business and Commerce, Business School, Al-Ahliyya Amman University, Amman 19328, Jordan;5. Department of Management Information Systems, Amman College for Financial and Managerial Science, Al-Balqa’ Applied University, P.O. Box 206, Al-Salt 19117, Jordan |
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| Abstract: | A growing body of research suggests that officials in China are highly responsive to citizens' requests on e-government platforms. However, our understanding of the effects of such responsiveness in China remains limited due to the lack of research from a citizen perspective. By conducting two online survey experiments involving 205 residents of Hubei Province, China, we examined the features of government responses in the e-government context that affect citizens' perceptions of government performance. The findings show that even a delayed and unhelpful response can have a positive impact on citizens' satisfaction with the government. This effect is mediated by the level of perceived government responsiveness. Moreover, citizens are affected more by the usefulness than by the timeliness of the government's responses. These results suggest that by combining the broad implementation of e-government with a higher response quality, the Chinese government can establish a new means of gaining public support. |
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