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E-government: a citizen relationship marketing analysis (IRPN-D-16-00005)

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Abstract

Local e-government portals have become a vital interface between citizens and public administration. Today, they are an integral part of modern public service provision and an important channel for citizen relationship marketing since they represent regularly visited points of contact. Nonetheless, there is a lack of related multivariate empirical research, especially in terms of integrated e-government success. Therefore, this contribution focuses on the issue of citizen relationship marketing oriented success factors for e-government from a provider-perspective. Based on the DeLone & McLean information systems success model, the resource-based view, and information control theory, three relevant success factors (information management, service management, and interaction management) are empirically tested in a research model. Finally, the study presents clear findings to academics and professionals and provides straightforward recommendations for the improvement of e-government portals in terms of information, service, and interaction management.

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Notes

  1. See for the factor descriptions (information management, service management, and e-government portal success) also Wirtz et al. 2011 and Wirtz et al. 2014.

  2. This study is part of an investigation that consists of three research projects. All data sets of these research projects have been collected within one data enquiry. Therefore, the data collection approach is similar to the study of Wirtz et al. 2011 and Wirtz et al. 2014.

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Authors and Affiliations

  1. German University of Administrative Sciences Speyer, Freiherr-vom-Stein-Str. 2, 67346, Speyer, Germany

    Bernd W. Wirtz & Peter Daiser

  2. German Research Institute for Public Administration Speyer, Freiherr-vom-Stein-Str. 2, 67346, Speyer, Germany

    Linda Mory & Robert Piehler

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  1. Bernd W. Wirtz
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  2. Linda Mory
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  3. Robert Piehler
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Correspondence to Bernd W. Wirtz.

Appendices

Appendix A

Table 4 Description of the papers on success factor research within e-government
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Appendix B

Table 5 Latent constructs and corresponding measurement indicators
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Wirtz, B.W., Mory, L., Piehler, R. et al. E-government: a citizen relationship marketing analysis (IRPN-D-16-00005). Int Rev Public Nonprofit Mark 14, 149–178 (2017). https://doi.org/10.1007/s12208-016-0164-9

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