2020/10/24 by Frank K. Y. Chan, James Y. L. Thong, James Y.L. Thong +2 · 133 citations
Business, Management and Accounting · Decision Sciences · Psychology · Social Sciences · #Business #Computer science #Computer security #Conceptualization #Customer Service Quality and Loyalty #E-Government and Public Services #Government (linguistics) #Knowledge management #Marketing #Perception #Personalization #Psychology #Service (business) #Service delivery framework #Service design #Service level objective #Service quality #Technology Adoption and User Behaviour #Transparency (behavior) #Usability
paper · doi:10.1111/puar.13308
published in Public Administration Review 81(5), 874-894 (Wiley)
openalex publication_date 2020/10/24 · openalex created_date 2025/10/10 · openalex updated_date 2026/08/04
Abstract This research examines the relationship between service design and citizen satisfaction with e‐government services. Based on a multidimensional conceptualization of service, we define three key service perceptions, each comprising different design characteristics, that jointly influence perceived service quality and citizen satisfaction with e‐government services. The service perceptions and their corresponding design characteristics are: (1) perceptions of a core service—accuracy, completeness, self‐service capability, and convenience; (2) perceptions of facilitating services—accessibility, privacy protection, security protection, and user support; and (3) perceptions of supporting services—personalization capability and transparency. We tested our research model using data from a two‐stage survey of 3,065 users of three e‐government services. The results showed that all design characteristics contributed to their respective service perceptions that influenced perceived service quality that in turn influenced citizen satisfaction. The finding of a three‐way interaction among the service perceptions supported their complementary role in influencing perceived service quality.