Does e-government performance actually boost citizen use? Evidence from European countries

Liang Ma and Yueping Zheng

Public Management Review, 2018, vol. 20, issue 10, 1513-1532

Abstract: For many years, it was believed that higher-performing e-government features would boost citizen use of e-services. However, this straightforward proposition had never been tested. Using a survey of over 28,000 citizens across 32 European countries, we examined the effect of e-government performance on citizen use. Theoretically, a better-designed and maintained government website should be used more, but it was reject by multilevel model estimates. We found that performance was negatively related to citizen use of e-information and e-services, while e-participation use was insignificant. The implications of our findings on future efforts to increase the uptake of e-government are also discussed.

Date: 2018
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DOI: 10.1080/14719037.2017.1412117

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