This research examines the relationship between service design and citizen satisfaction with e-government services. Based on a multidimensional conceptualization of service, we define three key service perceptions, each comprising different design characteristics, that jointly influence perceived service quality and citizen satisfaction with e-government services. The service perceptions and their corresponding design characteristics are: (1) perceptions of a core service-accuracy, completeness, self-service capability, and convenience; (2) perceptions of facilitating servicesaccessibility, privacy protection, security protection, and user support; and (3) perceptions of supporting servicespersonalization capability and transparency. We tested our research model using data from a two-stage survey of 3,065 users of three e-government services. The results showed that all design characteristics contributed to their respective service perceptions that influenced perceived service quality that in turn influenced citizen satisfaction. The finding of a three-way interaction among the service perceptions supported their complementary role in influencing perceived service quality.
Evidence for Practice• Service design characteristics of e-government services are central to citizens' evaluation of service experiences and lead to important outcomes, including perceived service quality and citizen satisfaction with e-government services. • The design characteristics correspond to different elements of a service offering that include the core service, facilitating services, and supporting services. This mapping helps distinguish between design characteristics that are essential for service use and those that are optional and serve only to improve the service experience. • Citizens' perceptions of the service elements (i.e., core service, facilitating services, and supporting services) play a complementary role in influencing perceived service quality of e-government services. All three service elements must be present to provide the best service experience to citizens.