How Do E-Government Services Go Wrong? An Analysis of Four Online Services Using a Typology of Service Provision and Use

Park Hun Myoung ()
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Park Hun Myoung: IUJ Research Institute, International University of Japan

No EMS_2021_07, Working Papers from Research Institute, International University of Japan

Abstract: This study develops a typology of online service provision and use to examine why e-government services fail. Service provision measures the quality of an online service that encompasses task-technology fit and perceived usefulness, while service use denotes the extent that target clients use the online service. Quadrant I represents a set of satisfying online services whose service provision and use are high. Quadrant II-IV respectively represent irritating, useless, and lavish services, which are not successfully developed and/or used. An analysis of four online services illustrates how e-government services are not used properly and how their statuses change over time. The results highlight the importance of reflecting client demands and preferences in system analysis and design and continuously updating online services to respond to changing needs and technological advancements.

Keywords: E-government; IT failure; modes of IT use; technology acceptance model. (search for similar items in EconPapers)
Pages: 31 pages
Date: 2021-12
New Economics Papers: this item is included in nep-pay
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