E-government: a citizen relationship marketing analysis (IRPN-D-16-00005)

Bernd W. Wirtz (), Linda Mory (), Robert Piehler () and Peter Daiser ()
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Bernd W. Wirtz: German University of Administrative Sciences Speyer
Linda Mory: German Research Institute for Public Administration Speyer
Robert Piehler: German Research Institute for Public Administration Speyer
Peter Daiser: German University of Administrative Sciences Speyer

International Review on Public and Nonprofit Marketing, 2017, vol. 14, issue 2, No 2, 149-178

Abstract: Abstract Local e-government portals have become a vital interface between citizens and public administration. Today, they are an integral part of modern public service provision and an important channel for citizen relationship marketing since they represent regularly visited points of contact. Nonetheless, there is a lack of related multivariate empirical research, especially in terms of integrated e-government success. Therefore, this contribution focuses on the issue of citizen relationship marketing oriented success factors for e-government from a provider-perspective. Based on the DeLone & McLean information systems success model, the resource-based view, and information control theory, three relevant success factors (information management, service management, and interaction management) are empirically tested in a research model. Finally, the study presents clear findings to academics and professionals and provides straightforward recommendations for the improvement of e-government portals in terms of information, service, and interaction management.

Keywords: e-government; Public management; Structural equation modelling; DeLone & McLean information system success model; Resource-based view; Information control theory (search for similar items in EconPapers)
Date: 2017
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DOI: 10.1007/s12208-016-0164-9

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