Designing e-government services: key service attributes and citizen preference structures
Advances in Internet technologies have led to the popularity of technology-based self-services, with the design of such services becoming increasingly important. Using technology-based services in the public sector as the setting, we identified the key service attributes driving adoption and use of...
| Main Authors: | , , |
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| Format: | Journal Article |
| Published: |
Elsevier
2011
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| Online Access: | http://hdl.handle.net/20.500.11937/31605 |
| _version_ | 1848753426834391040 |
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| author | Venkatesh, V. Chan, Frank Thong, J. |
| author_facet | Venkatesh, V. Chan, Frank Thong, J. |
| author_sort | Venkatesh, V. |
| building | Curtin Institutional Repository |
| collection | Online Access |
| description | Advances in Internet technologies have led to the popularity of technology-based self-services, with the design of such services becoming increasingly important. Using technology-based services in the public sector as the setting, we identified the key service attributes driving adoption and use of transactional e-government services, and citizens’ preference structures across these attributes. After identifying four key attributes, i.e., usability, computer resource requirement, technical support provision and security provision, we conducted a Web-based survey and a conjoint experiment among 2465 citizens. In a two-stage Web-based survey, citizens reported their perceptions about a smartcard technology for transactional e-government services before use, and their use and satisfaction 4 months later. Results showed that the key attributes (noted above) influenced citizens’ intentions, subsequent use and satisfaction. In the conjoint experiment, citizens reported their preferences for key service attributes for two transactional e-government services. Further, a cluster analysis uncovered four distinct citizen segments, i.e., balanced, usability-focused, risk-conscious and resource-conservative, that can inform efforts in designing e-government services. A post hoc analysis confirmed the appropriateness of the market segmentation in understanding citizens’ adoption and use of transactional e-government services. |
| first_indexed | 2025-11-14T08:24:20Z |
| format | Journal Article |
| id | curtin-20.500.11937-31605 |
| institution | Curtin University Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-14T08:24:20Z |
| publishDate | 2011 |
| publisher | Elsevier |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | curtin-20.500.11937-316052017-09-13T15:52:52Z Designing e-government services: key service attributes and citizen preference structures Venkatesh, V. Chan, Frank Thong, J. Web survey Service attributes IT service management and design Conjoint experiment Public management Technology-based self-services Advances in Internet technologies have led to the popularity of technology-based self-services, with the design of such services becoming increasingly important. Using technology-based services in the public sector as the setting, we identified the key service attributes driving adoption and use of transactional e-government services, and citizens’ preference structures across these attributes. After identifying four key attributes, i.e., usability, computer resource requirement, technical support provision and security provision, we conducted a Web-based survey and a conjoint experiment among 2465 citizens. In a two-stage Web-based survey, citizens reported their perceptions about a smartcard technology for transactional e-government services before use, and their use and satisfaction 4 months later. Results showed that the key attributes (noted above) influenced citizens’ intentions, subsequent use and satisfaction. In the conjoint experiment, citizens reported their preferences for key service attributes for two transactional e-government services. Further, a cluster analysis uncovered four distinct citizen segments, i.e., balanced, usability-focused, risk-conscious and resource-conservative, that can inform efforts in designing e-government services. A post hoc analysis confirmed the appropriateness of the market segmentation in understanding citizens’ adoption and use of transactional e-government services. 2011 Journal Article http://hdl.handle.net/20.500.11937/31605 10.1016/j.jom.2011.10.001 Elsevier restricted |
| spellingShingle | Web survey Service attributes IT service management and design Conjoint experiment Public management Technology-based self-services Venkatesh, V. Chan, Frank Thong, J. Designing e-government services: key service attributes and citizen preference structures |
| title | Designing e-government services: key service attributes and citizen preference structures |
| title_full | Designing e-government services: key service attributes and citizen preference structures |
| title_fullStr | Designing e-government services: key service attributes and citizen preference structures |
| title_full_unstemmed | Designing e-government services: key service attributes and citizen preference structures |
| title_short | Designing e-government services: key service attributes and citizen preference structures |
| title_sort | designing e-government services: key service attributes and citizen preference structures |
| topic | Web survey Service attributes IT service management and design Conjoint experiment Public management Technology-based self-services |
| url | http://hdl.handle.net/20.500.11937/31605 |