Explaining Internet service quality in social security agencies using institutional theory

Toots, Anu

doi:10.3233/ip-2006-0101

Cited by 5 publications

(5 citation statements)

References 3 publications

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“…This is only a first effort at an assessment of possible relationships among these factors and the PSN data we have collected. As we explore other RC and institutional variables (for example, those used in Brudney et al, 2009;Tolbert et al, 2008;Toots, 2006), we are likely to discover more linkages with the characteristics of the PSNs in our sample, such as their governance arrangements and system architecture (Korteland and Bekkers, 2007). We then plan to explore the relationships between these PSN characteristics and the incidence of collaboration, nature and extent of implementation, and ultimately, performance.…”

Section: Conclusion and Future Researchmentioning

confidence: 96%

“…Finally, normative isomorphism describes the pressures arising from the professionalism attached to formal education and professional networks and associations, partly explaining the shared belief systems among police officers observed by Manning (2003). State governments vary relative to both the pressures they face and the ways they respond to these pressures with respect to participation in PSNs (Toots, 2006;Korteland and Bekkers, 2007). In the case of PSNs, some states may face coercive pressure in the form of legislative mandates for interagency collaboration or operate under laws and regulations that limit their budgetary discretion (Weiss, 1987).…”

Section: The Institutional Perspectivementioning

confidence: 99%

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Rational choice and institutional factors underpinning state‐level interagency collaboration initiatives

Williams

Fedorowicz

2012

Transforming Government: People, Process and Policy

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Purpose -The purpose of this paper is to focus on Public Safety Networks (PSNs) created and used in the USA at the state level. Empirical analysis describes the formation and use of extant state-level PSNs, based upon factors representing rational choice and institutional theories. Design/methodology/approach -Contextual data representing 160 different characteristics and descriptors of state-level attributes produces two factors that evidence an underlying structure consistent with rational choice and institutional theories. Using these factors as predictors, the authors employ multiple regression analysis to explain differences in size and maturity among state public-safety collaborations. The size and maturity indicators come from extensive survey data collected in phone interviews with senior personnel at 80 PSNs. Findings -Consistent with rational choice theory, higher needs and resources predict larger PSN size. Contrary to expectations, institutionalization rather than a culture of innovation is associated with PSN maturity, and suggests that maturity brings positive benefits, such as more experience, better operational routines and increased organizational competence. Research limitations/implications -This study moves beyond the usual case study approach to empirically investigate theoretical explanations for state-level collaboration characteristics. Originality/value -The authors' research investigates the social and environmental backdrop against which PSNs are implemented, to improve understanding of the state-specific settings in which PSNs currently reside and develop. Given the financial and human resources involved in PSN creation and implementation, their initiators would benefit from a better understanding of governmental settings linked to PSN success. Identification of potential success or risk factors advances understanding of the underlying dynamics of interagency collaboration efforts.

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Section: Conclusion and Future Researchmentioning

confidence: 96%

Section: The Institutional Perspectivementioning

confidence: 99%

Rational choice and institutional factors underpinning state‐level interagency collaboration initiatives

Williams

Fedorowicz

2012

Transforming Government: People, Process and Policy

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“…According to Wolfinbarger & Gilly (2003), there are still differences in determining the dimensions of e-service quality. Neuner & De Landtsheer (2005) and Toots (2006) offer four antecedent constructs of e-service quality, namely content, interactivity, ease of use and aesthetics. Meanwhile Ho and Lee (2007) revealed 5 dimensions of e-service quality measurement, namely: information quality, security, website functionality, customer relationship, and responsiveness.…”

Section: Literature Review E-service Qualitymentioning

confidence: 99%

Effect of e-Service Quality on e-Trust and e-Satisfaction: A Study on Online Learning during the Covid-19 Pandemic

Utomo¹

2022

jefms

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Online learning was applied during the COVID-19 pandemic in almost all universities in Indonesia. Online learning needs to be evaluated for its effectiveness, especially regarding the responses from students. This study examines the effect of e-Service Quality on e-Trust and e-Satisfaction during the covid-19 pandemic. The study was conducted on 1,212 students who have participated in online learning by distributing online questionnaires. The analytical tools used are SPSS and WarpPLS. The results of this study indicate that e-service quality has a significant positive effect on e-trust, e-service quality has a significant positive effect on e-satisfaction, and e-trust has a significant positive effect on e-satisfaction.

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“…Such research are often on the adoption, evaluation or challenges facing e-governmental task, transactional and network oriented activities (see examples [24][25][26]). There are also research along similar lines that are EU centric (see examples [27,28]). There have also been research into institutional approaches to E-government using other theoretical approaches other than institutional theory (see examples [29,30]).…”

Section: The Research Gapmentioning

confidence: 99%

Institutional Legitimacy and Digital PublicCross-Border Service Delivery BetweenDenmark/Sweden and Denmark/Germany

Williams¹,

Falch²,

Tadayoni³

2018

NBJICT

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The aim of this paper is to investigate the role of institutional legitimacy in the development and delivery of digital public cross-border services in the EU. The digital public cross-border services between Denmark/Sweden and Denmark/Germany are the test cases that are investigated. Empirical data was gathered from two organizations namely, Region Sønderjylland -Schleswig and the Øresunddirekt Sweden. Both organizations are informational and advisory services that promote public digital cross-border services at the Danish/German and Danish/Swedish border. The findings point to institutional legitimacy promoting the development and delivery of national digital public infrastructure and service delivery. The findings also points to institutional legitimacy acting as a barrier to the development and delivery of digital public infrastructure and services across border.

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Explaining Internet service quality in social security agencies using institutional theory

Cited by 5 publications

References 3 publications

Rational choice and institutional factors underpinning state‐level interagency collaboration initiatives

Rational choice and institutional factors underpinning state‐level interagency collaboration initiatives

Effect of e-Service Quality on e-Trust and e-Satisfaction: A Study on Online Learning during the Covid-19 Pandemic

Institutional Legitimacy and Digital PublicCross-Border Service Delivery BetweenDenmark/Sweden and Denmark/Germany

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