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Local e-government and user satisfaction with city portals – the citizens’ service preference perspective

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  • Bernd W. Wirtz

    (German University of Administrative Sciences Speyer)

  • Oliver Tuna Kurtz

    (German University of Administrative Sciences Speyer)

Abstract

In the past decade, governments all over the world have incrementally employed E-Government websites to improve public administration efficiency by augmenting the effectiveness, quality, transparency and availability of information and services for their citizens. Despite the increased interest in providing E-Government services, knowledge about the success of E-Government remains limited. In terms of an efficient provision of E-Government services for citizens, a user-oriented approach needs to be considered. In this context, user satisfaction is a crucial factor for the success or failure of E-Government. Hence, a primary challenge for local E-Government city portals is the identification of key factors that determine user satisfaction. Therefore, this study develops a model for user satisfaction of E-Government city portals by applying a mixed method approach. The results of this paper, which are based on binary logistic regression, indicate that integration of downloadable forms, integration of a powerful search function, full online availability of E-Government Services, and Perceived Ease of Use positively influence user satisfaction with E-Government city portals.

Suggested Citation

  • Bernd W. Wirtz & Oliver Tuna Kurtz, 2016. "Local e-government and user satisfaction with city portals – the citizens’ service preference perspective," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 13(3), pages 265-287, October.
    • Handle: RePEc:spr:irpnmk:v:13:y:2016:i:3:d:10.1007_s12208-015-0149-0
    DOI: 10.1007/s12208-015-0149-0
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    Cited by:

    1. Taqwa Hariguna & Athapol Ruangkanjanases & Sarmini, 2021. "Public Behavior as an Output of E-Government Service: The Role of New Technology Integrated in E-Government and Antecedent of Relationship Quality," Sustainability, MDPI, vol. 13(13), pages 1-20, July.
    2. Manuel Rey-Moreno & Cayetano Medina-Molina & Ramón Barrera-Barrera, 2018. "Multichannel strategies in public services: levels of satisfaction and citizens’ preferences," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 15(1), pages 9-24, March.

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