Channel choice and public service delivery in Canada: Comparing e-government to traditional service delivery

Study on e-government services quality: The integration of online and offline services

“…In China, capacities of IT resource vary greatly between regions, and in terms of access to IT resources, which are quite different between citizens of different educational backgrounds and between enterprises of different sizes (Reddick & Turner, 2012). On the other hand, many services, especially ones need to provide original documents, such as original invoice, original passport, at present has yet to achieve full online processing.…”

“…IS success model is first put forward by Delone & McLean, which points out that system quality and information quality are the two main factors determining user satisfaction and the success of information system. These factors directly effects users response and users benefits; the updated model further pointed out that information quality, system quality and service quality together affect user satisfaction of information system and its ultimate benefits (Delone & McLean, 2003), as shown in (Delone & McLean,2003) At present there are relatively few empirical researches on citizens' response to e-Government services (Reddick & Turner, 2012). However, it's very important to study that, this is because, compared with government services provided by other channels, the citizens' relative satisfaction to e-Government services determines the quality of e-Government services (Cohen, 2006).…”

THE DETERMINANT OF FINANCIAL INFORMATION DISCLOSURE ON INDONESIAN LGs WEBSITE

“…In addition to providing the impression of democratic value, online services via website can also improve the performance of users due to their satisfaction in using e-government (Huang and Benyoucef, 2014). (Reddick and Turner 2012) and it is generally related to the population (Sol 2013;Reddick and Turner, 2012;Alvarez, Dominguez, and Sanchez, 2010). Several previous studies (Laswad, Fisher, and Oyelere 2005;Garcia and Garcia, 2010;Medina 2012;Trisnawati and Ahmad, 2014;Sinaga and Prabowo 2011;Rahman, Sutaryo, and Budiatmanto 2013;Afryansyah and Haryanto, 2013;Styles and Tennyson 2007) examined factors relating to the LGs financial information disclosure via internet and the financial information disclosure in private sector (Aly, Simon, and Hussainey 2010;Simanjuntak and Widiastuti;2004).…”

Browse or Brush? An Exploration of Citizen-Government Interaction in the Municipal Realm

“…Electronic government refers to a new form of government's delivery of information and services to the public, business, and public administration electronically [9]. A great number of studies has investigated citizens' participation in e-government, and which factors determine their choice to use technology for contacting government instead of or in addition to offline channels, e.g., [20,22,23]. Taking the rise of digital technology in the public sector into account, we intend to go one step beyond and itemize online communication by distinguishing between citizen communication via web page and mobile application with their local government.…”

“…Third and relatedly, we do not only investigate digital citizengovernment communication, but also consider the effect of citizens' experience in communication via offline and traditional channels (face-to-face, mail, phone) on digital channel choice. Finally, whereas numerous studies on channel choices have focused on one particular country case for conducting research [20,22,23], to our knowledge, there is no research investigating citizens' channel usage in Austria. We take up this point and focus on an Austrian local government citizens communicate with.…”