Measuring user satisfaction from e-Government services: Lessons from Jordan

Alawneh, Ali; Al-Refai, Hasan; Batiha, Khaldoun

doi:10.1016/j.giq.2013.03.001

Cited by 170 publications

(127 citation statements)

References 45 publications

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“…First and most importantly, there is evidence that 311 users who have more information about how to use 311 are more likely to use the digital contact approach than those who have less information, which supports Hypothesis 2 in this study. Having more information sources related to an innovative technology is a vital variable that enhances an individual's technology awareness richness and, in turn, increases the demand for innovation [51][52][53].…”

Section: Discussionmentioning

confidence: 99%

Citizen Relationship Management System Users’ Contact Channel Choices: Digital Approach or Call Approach?

2017

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Many municipal governments adopted 311 decades ago and have advocated access equality in citizens' use of 311. However, the role of citizens in the development and usage of 311 remains limited. Channel choices have been discussed in various types of governmental information and communication technologies (ICTs), especially when the innovative technology has just been adopted. Much has supported the idea that 311 is viewed as a method of digital civic engagement that many municipal governments adopt to maintain citizen relationship management and the capacity for government service delivery. However, we are still unclear about how citizens use it. This study applies the theory of channel expansion to examine how San Francisco residents use the 311 system, and how citizens' technology experiences impact their 311 digital contact channel choices rather than the 311 hotline contact channel choice. In addition, we discuss major issues in citizens' 311 contact choices, so that 311 municipal governments may draw lessons from the San Francisco experience.

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Section: Discussionmentioning

confidence: 99%

Citizen Relationship Management System Users’ Contact Channel Choices: Digital Approach or Call Approach?

2017

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“…However, the COBRA[A1] framework (Osman et al, 2014) focused only on user satisfaction (US). Similarly, another group of authors investigated e-satisfaction from the point of behavioral (i.e., trust and awareness), technical (i.e., security and privacy), and economical (i.e., quality of public services) aspects that affect the success of e-government systems (Alawneh, Al-Refai, & Batiha, 2013).…”

Section: E-government Systemsmentioning

confidence: 99%

Assessing the success of e-government systems: An employee perspective

Stefanović

Marjanović

Delić

et al. 2016

Information & Management

190

130

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“…User satisfaction is another factor being utilized to assess the continual usage of e-government services and the success or failure of e-government projects [31]. The factor of Satisfaction is used in many studies to ascertain how the degree of satisfaction to e-Services will impact citizens' adoption rates.…”

Section: The Determinants Of Adoption: Awareness Intention To Use Smentioning

confidence: 99%

Towards a New Digital Era: Observing Local E-Government Services Adoption in a Chinese Municipality

Yao

2017

Future Internet

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Abstract:As electronic government services (e-government) evolve, traditional applications such as online portals are encountering challenges in a new digital era in which people thirst for more convenient, diverse channels of communication with their government. Despite the efforts devoted to the promotion of Social Networking Service (SNS) use in e-government for the past few years, empirical studies regarding this ongoing trend are still insufficient. In the local administration of China, a special collaboration between local governments and private Internet enterprises is happening: government services are imported into commercial SNS platforms known as WeChat and Weibo. This research conducts a case study of a Chinese municipality premised upon survey data (N = 605) collected in Chongqing. It examines the determinants of e-services adoption in four major local applications: two traditional government-led services "Government website portal" and "Government official app" (traditional government-led services), and two built-in government services on social networking applications "Weibo Government official account" "WeChat Public Services". The paper aims to provide a closer understanding of current trends in local government e-services, or in this case, an innovative trial of Chinese e-government practices.

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Measuring user satisfaction from e-Government services: Lessons from Jordan

Cited by 170 publications

References 45 publications

Citizen Relationship Management System Users’ Contact Channel Choices: Digital Approach or Call Approach?

Citizen Relationship Management System Users’ Contact Channel Choices: Digital Approach or Call Approach?

Assessing the success of e-government systems: An employee perspective

Towards a New Digital Era: Observing Local E-Government Services Adoption in a Chinese Municipality

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