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    Designing e-government services: key service attributes and citizen preference structures

    Access Status
    Fulltext not available
    Authors
    Venkatesh, V.
    Chan, Frank
    Thong, J.
    Date
    2011
    Type
    Journal Article
    
    Metadata
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    Citation
    Venkatesh, Viswanath and Chan, Frank K.Y. and Thong, James Y.L. 2012. Designing e-government services: key service attributes and citizen preference structures. Journal of Operations Management. 30 (1-2): pp. 116-133.
    Source Title
    Journal of Operations Management
    DOI
    10.1016/j.jom.2011.10.001
    ISSN
    02726963
    School
    School of Information Systems
    URI
    http://hdl.handle.net/20.500.11937/31605
    Collection
    • Curtin Research Publications
    Abstract

    Advances in Internet technologies have led to the popularity of technology-based self-services, with the design of such services becoming increasingly important. Using technology-based services in the public sector as the setting, we identified the key service attributes driving adoption and use of transactional e-government services, and citizens’ preference structures across these attributes. After identifying four key attributes, i.e., usability, computer resource requirement, technical support provision and security provision, we conducted a Web-based survey and a conjoint experiment among 2465 citizens. In a two-stage Web-based survey, citizens reported their perceptions about a smartcard technology for transactional e-government services before use, and their use and satisfaction 4 months later. Results showed that the key attributes (noted above) influenced citizens’ intentions, subsequent use and satisfaction. In the conjoint experiment, citizens reported their preferences for key service attributes for two transactional e-government services. Further, a cluster analysis uncovered four distinct citizen segments, i.e., balanced, usability-focused, risk-conscious and resource-conservative, that can inform efforts in designing e-government services. A post hoc analysis confirmed the appropriateness of the market segmentation in understanding citizens’ adoption and use of transactional e-government services.

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