Local e-government and user satisfaction with city portals – the citizens’ service preference perspective

Bernd W. Wirtz () and Oliver Tuna Kurtz ()
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Bernd W. Wirtz: German University of Administrative Sciences Speyer
Oliver Tuna Kurtz: German University of Administrative Sciences Speyer

International Review on Public and Nonprofit Marketing, 2016, vol. 13, issue 3, No 4, 265-287

Abstract: Abstract In the past decade, governments all over the world have incrementally employed E-Government websites to improve public administration efficiency by augmenting the effectiveness, quality, transparency and availability of information and services for their citizens. Despite the increased interest in providing E-Government services, knowledge about the success of E-Government remains limited. In terms of an efficient provision of E-Government services for citizens, a user-oriented approach needs to be considered. In this context, user satisfaction is a crucial factor for the success or failure of E-Government. Hence, a primary challenge for local E-Government city portals is the identification of key factors that determine user satisfaction. Therefore, this study develops a model for user satisfaction of E-Government city portals by applying a mixed method approach. The results of this paper, which are based on binary logistic regression, indicate that integration of downloadable forms, integration of a powerful search function, full online availability of E-Government Services, and Perceived Ease of Use positively influence user satisfaction with E-Government city portals.

Keywords: Local e-government; E-government city portals; User satisfaction; Binary logistic regression; Mixed method approach (search for similar items in EconPapers)
Date: 2016
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Citations: View citations in EconPapers (2)

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DOI: 10.1007/s12208-015-0149-0

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