Skip to main content
SpringerLink
Log in

Determinants of Citizen Usage Intentions in e-Government: An Empirical Analysis

  • Published:
Public Organization Review Aims and scope Submit manuscript

Abstract

Local governments have implemented official websites, making e-Government a holistic access platform for modern public administration service provision. However, academic and managerial knowledge about the success of e-Government remains limited. Given that citizen needs have become a focus of interest, it is reasonable to investigate its success factors from a user-oriented perspective. Existing scientific knowledge does not comprehensively explain the usage intentions of today’s heterogeneous e-Government city portal users. Hence, this study conceptualizes important determinants of local e-Government portals identifying key factors that determine intention to use from a citizen viewpoint.

This is a preview of subscription content, log in via an institution to check access.

Access this article

Log in via an institution

Price excludes VAT (USA)
Tax calculation will be finalised during checkout.

Instant access to the full article PDF.

Institutional subscriptions

Fig. 1

Similar content being viewed by others

Notes

  1. Apart from the analysis of best practice examples, our explorative Website analysis has considered the city portals of medium-sized municipalities (Berlin and Mainz) since this approach prevents biases of questionnaire development and because additional medium-sized city portal cases reflect the structure of the basic population for the present study.

  2. These determinants or respectively the final set of determinants will be explained in the section “Determinants of intention to use e-Government city portals”

References

  • Al Thunibat, A., Mat Zin, N. A., & Sahari, N. (2011). Mobile government user requirements model. Journal of E-Governance, 34, 104–111.

    Google Scholar 

  • Alawneh, A., Al-Refai, H., & Batiha, K. (2013). Measuring user satisfaction from e-government services: lessons from Jordan. Government Information Quarterly, 30(3), 277–288. doi:10.1016/j.giq.2013.03.001.

    Article  Google Scholar 

  • Al-Haddad, S. A., Hyland, P., Hubona, G. (2011). An assessment tool for E-government system performance: a citizen-centric model. Proceedings of the Seventeenth Americas Conference on Information Systems, 1–11. Available online at http://ro.uow.edu.au/infopapers/1955.

  • Al-Hujran, O. (2012). Toward the utilization of m-Government services in developing countries: a qualitative investigation. International Journal of Business and Social Science, 3(5), 155–160.

    Google Scholar 

  • Almahamid, S. M. (2013). E-government system acceptance and organizational agility: theoretical framework and research agendas. Business Management, 5(1), 4–19.

    Google Scholar 

  • Al-Sebie, M. (2014). Organizational challenges facing integrating E-Government systems: an empirical study. European Scientific Journal, 10(10), 236–250.

    Google Scholar 

  • Al-Sebie, M., & Irani, Z. (2005). Technical and organizational challenges facing transactional eGovernment systems: an empirical study. Electronic Government: An International Journal, 2(3), 247–276.

    Article  Google Scholar 

  • Arduini, D., Zanfei, A., Denni, M., & Giungato, G. (2011). The eGovernment services delivery of the Italian municipalities. Electronic Government, 6846, 144–158.

    Article  Google Scholar 

  • Arellano-Gault, D. (2012). The evaluation of performance in the Mexican federal government: a study of the monitoring agencies’ modernization process. Public Administration Review, 72(1), 135–142.

    Article  Google Scholar 

  • Armstrong, J. S., & Overton, T. S. (1977). Estimating nonresponse bias in mail surveys. Journal of Marketing Research, 14(3), 396–402.

    Article  Google Scholar 

  • Assar, S., Boughzala, I., & Boydens, I. (2011). Practical studies in e-Government. In Best practices from around the world. New York: Springer.

    Google Scholar 

  • Bélanger, F., & Carter, L. (2012). Digitizing government interactions with constituents: an historical review of E-government research in information systems. Journal of the Association for Information Systems, 13(5), 363–394.

    Google Scholar 

  • Belsley, D. A., Kuh, E., & Welsch, R. E. (1980). Regression diagnostics: Identifying influential data and sources of collinearity (1 ed., ). New York: Wiley-Interscience.

    Book  Google Scholar 

  • Bonsón, E., Torres, L., Royo, S., & Flores, F. (2012). Local e-government 2.0: social media and corporate transparency in municipalities. Government Information Quarterly, 29(2), 123–132. doi:10.1016/j.giq.2011.10.001.

    Article  Google Scholar 

  • Bonsón, E., Royo, S., & Ratkai, M. (2015). Citizens’ engagement on local governments’ Facebook sites. An empirical analysis: the impact of different media and content types in western Europe. Government Information Quarterly, 32(1), 52–62.

    Article  Google Scholar 

  • Bryer, T. A. (2011). The costs of democratization - social media adaptation challenges within government agencies. Administrative Theory & Praxis, 33(3), 341–361.

    Article  Google Scholar 

  • Capgemini, Rand Europe, IDC, Sogeti, DTi (2013). Public Services Online. Digital by Default or by Detour? Assessing User Centric eGovernment performance in Europe – eGovernment Benchmark 2012. http://ec.europa.eu/digital-agenda/sites/digital-agenda/files/eGov%20Benchmark%202012%20insight%20report%20published%20version%200.1%20_0.pdf, Accessed 22 Oct 2014.

  • Charalabidis, Y., Askounis, D., Gionis, G., Lampathaki, F., & Metaxiotis, K. (2006). Organising municipal e-Government systems: a multi-facet taxonomy of e-Services for citizens and businesses. Electronic Government, 4084, 195–206.

    Article  Google Scholar 

  • Cochran, W. (1977). Sampling techniques. New York: Wiley.

    Google Scholar 

  • Creswell, J. W., & Zhang, W. (2009). The application of mixed methods designs to trauma research. Journal of Traumatic Stress, 22(6), 612–621.

    Google Scholar 

  • Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1989). User acceptance of computer technology: a comparison of two theoretical models. Management Science, 35(8), 982–1003.

    Article  Google Scholar 

  • Davis, D., Golicic, S., & Boerstler, C. (2011). Benefits and challenges of conducting multiple methods research in marketing. Journal of the Academy of Marketing Science, 39(3), 467–479.

    Article  Google Scholar 

  • Detlor, B., Hupfer, M. E., Ruhi, U., & Zhao, L. (2013). Information quality and community municipal portal use. Government Information Quarterly, 30(1), 23–32.

    Article  Google Scholar 

  • Dragulanescu, N.-G. (2001). On the Definition and Evaluation of Web Sites Quality. Studies in Infromatics and Control, 10(4). Available online at http://sic.ici.ro/sic2001_4/index.html.

  • eDevelopment (2012). National e-Government Portals. http://web.worldbank.org/WBSITE/EXTERNAL/TOPICS/EXTINFORMATIONANDCOMMUNICATIONANDTECHNOLOGIES/EXTEDEVELOPMENT/0,,contentMDK:21326015 ~ pagePK:148956 ~ piPK, Accessed 2 Feb 2015.

  • Eisenhardt, K. M. (1989). Building theories from case study research. Academy of Management Review, 14(4), 532–550.

    Google Scholar 

  • Erkollar, A. & Oberer, B. (2010). Global branded E-Government stakeholder interaction. Proceedings of Informing Science & IT Education Conference, 1–7. Available online at http://proceedings.informingscience.org/InSITE2010/InSITE10p001-007Erkollar694.pdf.

  • Fassnacht, M., & Koese, I. (2006). Quality of electronic services conceptualizing and testing a hierarchical model. Journal of Service Research, 9(1), 19–37.

    Article  Google Scholar 

  • Feeney, M. K., & Welch, E. W. (2012). Electronic participation technologies and perceived outcomes for local government managers. Public Management Review, 14(6), 815–833.

    Article  Google Scholar 

  • Field, A. (2005). Discovering statistics using SPSS. London: Sage Publications.

    Google Scholar 

  • Gulati, G. J., Williams, C. B., & Yates, D. J. (2014). Predictors of on-line services and e-participation: a cross-national comparison. Government Information Quarterly, 31(4), 526–533. doi:10.1016/j.giq.2014.07.005.

    Article  Google Scholar 

  • Hair, J. F. (2010). Multivariate data analysis. Upper Saddle River: Prentice Hall.

    Google Scholar 

  • Hong Kong Government (2015). MyGovHK @ your service. http://www.gov.hk/en/theme/mygovhk/, Accessed 10 Mar 2015.

  • Hosmer, D. W., & Lemeshow, S. (2000). Applied logistic regression (2 ed., ). New York: Wiley.

    Book  Google Scholar 

  • Hung, S.-Y., Chang, C.-M., & Kuo, S.-R. (2013). User acceptance of mobile e-government services: an empirical study. Government Information Quarterly, 30(1), 33–44.

    Article  Google Scholar 

  • Im, T., Cho, W., Porumbescu, G., & Park, J. (2012). Internet, trust in government, and citizen compliance. Journal of Public Administration Research and Theory, 24(3), 741–763.

    Article  Google Scholar 

  • Jafari, S. M., & Ali, N. A. (2011). Exploring the Values of e-Governance to Citizens. e-CASE & e-Tech International Conference, 1312–1332.

  • Jun, K.-N., & Weare, C. (2011). Institutional motivations in the adoption of innovations: the case of e-government. Journal of Public Administration Research and Theory, 21(3), 495–519.

  • Kaisara, G., & Pather, S. (2011). The e-Government evaluation challenge: a South African batho Pele-aligned service quality approach. Government Information Quarterly, 28(2), 211–221. doi:10.1016/j.giq.2010.07.008.

    Article  Google Scholar 

  • Karunasena, K., & Deng, H. (2012). Critical factors for evaluating the public value of e-government in Sri Lanka. Government Information Quarterly, 29(1), 76–84.

    Article  Google Scholar 

  • Khoshgoftaar, T. M., & Allen, E. B. (1999). Logistic regression modeling of software quality. International Journal of Reliability, Quality and Safety Engineering, 6(4), 303–317.

    Article  Google Scholar 

  • Kim, S., & Lee, J. (2012). E-participation, transparency, and trust in local government. Public Administration Review, 72(6), 819–828.

    Article  Google Scholar 

  • King, W. R., & Epstein, B. J. (1976). Assessing value of information. Management Datamatics, 5(4), 171–180.

    Google Scholar 

  • Kleinbaum, D. G. (1994). Logistic regression: A self - learning text. New York: Springer.

    Book  Google Scholar 

  • Kozinets, R. V. (1998). On netnography: initial reflections on consumer research investigations of cyberculture. Advances in Consumer Research, 25(1), 366–371.

    Google Scholar 

  • Lakeworth, S. (2008). How important is branding to your marketing strategy? Boston: ASYSS.

    Google Scholar 

  • Lee, Y., & Kozar, K. A. (2006). Investigating the effect of website quality on e-business success: an analytic hierarchy process (AHP) approach. Decision Support Systems, 42(3), 1383–1401.

    Article  Google Scholar 

  • Lee, G., & Kwak, Y. H. (2012). An open government maturity model for social media-based public engagement. Government Information Quarterly, 29(4), 492–503.

    Article  Google Scholar 

  • Lee, D.-J., Ahn, J.-H., & Bang, Y. (2011). Managing consumer privacy concerns in personalization: a strategic analysis of privacy protection. MIS Quarterly, 35(2), 423–444.

    Google Scholar 

  • Liao, S. S., Li, Q., & Xu, D. J. (2005). A Bayesian network-based framework for personalization in mobile commerce applications. Communications of the Association for Information Systems, 15(1), 494–511.

    Google Scholar 

  • Lim, J. H., & Tang, S.-Y. (2006). Urban E-Government initiatives and environmental decision performance in Korea. Journal of Public Administration Research and Theory, 18(1), 109–138. doi:10.1093/jopart/mum005.

    Article  Google Scholar 

  • Linders, D. (2012). From e-government to we-government: defining a typology for citizen coproduction in the age of social media. Government Information Quarterly, 29(4), 446–454.

    Article  Google Scholar 

  • Liu, Y., Chen, X., & Wang, X. (2010). Evaluating government portal websites in China. Pacific Asia Conference on Information Systems, 880–890.

  • McCullagh, P., & Nelder, J. A. (1989). Generalized linear models (2 ed., ). London: Chapman and Hall.

    Book  Google Scholar 

  • Molina Azorín, J., & Cameron, R. (2010). The application of mixed methods in organisational research: a literature review. Electronic Journal of Business Research Methods, 8(2), 95–105.

    Google Scholar 

  • Morgeson, F. V., VanAmburg, D., & Mithas, S. (2011). Misplaced trust? Exploring the structure of the E-Government-citizen trust relationship. Journal of Public Administration Research and Theory, 21(2), 257–283. doi:10.1093/jopart/muq006.

    Article  Google Scholar 

  • Norris, D. F., & Reddick, C. G. (2013). Local E-Government in the United States: transformation or incremental change? Public Administration Review, 73(1), 165–175.

    Article  Google Scholar 

  • Ozkan, S., & Kanat, I. E. (2011). e-government adoption model based on theory of planned behavior: empirical validation. Government Information Quarterly, 28(4), 503–513. doi:10.1016/j.giq.2010.10.007.

    Article  Google Scholar 

  • Pampel, F. C. (2000). Logistic regression: A primer sage university papers series on quantitative applications in the social sciences. Thousand Oaks: Sage Publications.

    Book  Google Scholar 

  • Piehler, R., Wirtz, B. W., & Daiser, P. (2016). An analysis of continuity intentions of eGovernment portal users. Public Management Review, 18(2). doi:10.1080/14719037.2014.965270.

  • Pieterson, W., Ebbers, W., & van Dijk, J. (2007). Personalization in the public sector: an inventory of organizational and user obstacles towards personalization of electronic services in the public sector. Government Information Quarterly, 24(1), 148–164.

    Article  Google Scholar 

  • Rana, N. P., Williams, M. D., & Dwivedi, Y. K. (2011). Diversity and diffusion of therories, models, and theoretical constructs in eGovernment research. Electronic Government, 6846, 1–12.

    Article  Google Scholar 

  • Rana, N. P., Williams, M. D., Dwivedi, Y. K., & Williams, J. (2012). Theories and theoretical models for examining the adoption of e-government services. E-Service Journal, 8(2), 26–56.

    Article  Google Scholar 

  • Roman, A. V., & Miller, H. T. (2013). New questions for e-government: efficiency but not (yet?) democracy. International Journal of Electronic Government Research, 9(1), 65–81.

    Article  Google Scholar 

  • Royo, S., Yetano, A., & Acerete, B. (2014). E-participation and environmental protection: are local governments really committed? Public Administration Review, 74(1), 87–98.

    Article  Google Scholar 

  • Ruxton, G. D. (2006). The unequal variance t-test is an underused alternative to student’s t-test and the Mann–Whitney U test. Behavioral Ecology, 17(4), 688–690.

    Article  Google Scholar 

  • Shareef, M. A., Archer, N., & Dwivedi, Y. K. (2012). Examining adoption behavior of mobile government. The Journal of Computer Information Systems, 53(2), 39–49.

    Google Scholar 

  • Sheng, H., Nah, F. F.-H., & Siau, K. (2008). An experimental study on ubiquitous commerce adoption: impact of personalization and privacy concerns. Journal of the Association for Information Systems, 9(6), 344–376.

    Google Scholar 

  • Smith, A. G. (2001). Applying evaluation criteria to New Zealand government websites. International Journal of Information Management, 21(2), 137–149. doi:10.1016/S0268-4012(01)00006-8.

    Article  Google Scholar 

  • Strategy Analytics (2014). Global Smartphone User Penetration Forecast by 88 Countries: 2007 to 2020. https://www.strategyanalytics.com/default.aspx?mod=reportabstractviewer&a0=10435, Accessed 5 Feb 2015.

  • Swanson, E. B. (1974). Management information systems: appreciation and involvement. Management Science, 21(2), 178–188.

    Article  Google Scholar 

  • Tabachnick, B. G., & Fidell, L. S. (2001). Using mulitvariate statistics (4 ed., ). Needham Hights: Allyn and Bacon.

    Google Scholar 

  • Tan, C.-W., Benbasat, I., & Cenfetelli, R. T. (2013). IT-mediated customer service content and delivery in electronic governments: an emperical investigation of the ancedents of service qualitiy. MIS Quarterly, 37(1), 77–109.

    Google Scholar 

  • Teddlie, C., & Tashakkori, A. (2006). A general typology of research designs featuring mixed methods. Research in the Schools, 13(1), 12–28.

    Google Scholar 

  • Themistocleous, M., Azab, N. A., Kamal, M. M., Ali, M., & Morabito, V. (2012). Location-based services for public policy making: the direct and indirect way to e-participation. Information Systems Management, 29(4), 269–283.

    Article  Google Scholar 

  • Thongpapanl, N., & Rehman Ashraf, A. (2011). Enhancing online performance through website content and personalization. The Journal of Computer Information Systems, 52(1), 3–13.

    Google Scholar 

  • United Nations (2014). United Nations E-Government Survey 2014: E-Government for the Future We Want. http://unpan3.un.org/egovkb/Portals/egovkb/Documents/un/2014-Survey/E-Gov_Complete_Survey-2014.pdf., Accessed 28 Dec 2014.

  • van Velsen, L., van der Geest Thea, van de Wijngaert Lidwien, van den Berg Stéphanie, & Steehouder, M. (2015). Personalization has a price, controllability is the currency: predictors for the intention to use personalized eGovernment websites. Journal of Organizational Computing and Electronic Commerce, 25(1), 76–97.

  • Venkatesh, V., Chan, F. K. Y., & Thong, J. Y. L. (2012). Designing e-government services: key service attributes and citizens’ preference structures. Journal of Operations Management, 30(1–2), 116–133. doi:10.1016/j.jom.2011.10.001.

    Article  Google Scholar 

  • Verdegem, P., & Verleye, G. (2009). User-centered E-government in practice: a comprehensive model for measuring user satisfaction. Government Information Quarterly, 26(3), 487–497. doi:10.1016/j.giq.2009.03.005.

    Article  Google Scholar 

  • Waseda University. Waseda University International e-Government Ranking 2013. Tokyo, Japan. Available online at http://www.e-gov.waseda.ac.jp/pdf/Press_Released_on_e-Gov_ranking_2013.pdf, Accessed 22 Oct 2014.

  • Weerakkody, V., El-Haddadeh, R., Al-Sobhi, F., Shareef, M. A., & Dwivedi, Y. K. (2013). Examining the influence of intermediaries in facilitating e-government adoption: an empirical investigation. International Journal of Information Management, 33(5), 716–725.

    Article  Google Scholar 

  • Welch, E. W., Hinnant, C. C., & Moon, M. J. (2005). Linking citizen satisfaction with e-government and trust in government. Journal of Public Administration Research and Theory, 15(3), 371–391.

    Article  Google Scholar 

  • Wirtz, B. W. & Daiser, Peter (2015). E-government. Strategy Process Instruments. Textbook for the Digital Society. http://berndwirtz.com/downloads/WirtzDaiser_2015_E-Government.pdf.

  • Wirtz, B. W., & Daiser, P. (2016). A meta-analysis of empirical E-government research and its future research implications. International Review of Administrative Sciences. doi:10.1177/0020852315599047.

    Google Scholar 

  • Wirtz, B. W., & Kurtz, O. T. (2016). Local E-Government and User Satisfaction with City Portals – The citizens’ service preference perspective. International Review on Public and Nonprofit Marketing. doi:10.1007/s12208-015-0149-0.

  • Wirtz, B. W., & Piehler, R. (2016). eGovernment applications and public personnel acceptance: an empirical analysis of the public servant perspective. International Journal of Public Administration. doi:10.1080/01900692.2014.1003384.

    Google Scholar 

  • Wirtz, B. W., Nitzsche, P. T., & Ullrich, S. (2014). User integration in social media: an empirical analysis. International Journal of Electronic Business, 11(1), 63–84.

    Article  Google Scholar 

  • Wirtz, B. W., Piehler, R., & Daiser, P. (2015). E-government portal characteristics and individual appeal: an examination of E-government and citizen acceptance in the context of local administration portals. Journal of Nonprofit & Public Sector Marketing, 27(1), 70–98.

    Article  Google Scholar 

  • Wirtz, B. W., Piehler, R., Rieger, V., & Daiser, P. (2016). eGovernment portal information performance and the role of local community interest. Empirical support for a model of citizen perceptions. Public Administration Quarterly, 40(1), 48–83.

    Google Scholar 

  • Wright, R. E. (1995). Logistic regression. Washington, DC: American Psychological Association.

    Google Scholar 

  • Zamzami, I., & Mahmud, M. (2012). Mobile interface for m-Government services: a framework for information quali-ty evaluation. International Journal of Scientific & engineering Research, 3(8), 1–5.

    Google Scholar 

  • Zheng, Y., Schachter, H. L., & Holzer, M. (2014). The impact of government form on e-participation: a study of New Jersey municipalities. Government Information Quarterly, 31(4), 653–659.

    Article  Google Scholar 

Download references

Author information

Authors and Affiliations

  1. Chair for Information and Communication Management, German University of Administrative Sciences Speyer, Freiherr-vom-Stein-Str. 2, 67346, Speyer, Germany

    Bernd W. Wirtz & Oliver Tuna Kurtz

Authors
  1. Bernd W. Wirtz
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Oliver Tuna Kurtz
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Bernd W. Wirtz.

Rights and permissions

Reprints and permissions

About this article

Check for updates. Verify currency and authenticity via CrossMark

Cite this article

Wirtz, B.W., Kurtz, O.T. Determinants of Citizen Usage Intentions in e-Government: An Empirical Analysis. Public Organiz Rev 17, 353–372 (2017). https://doi.org/10.1007/s11115-015-0338-7

Download citation

  • Published:

  • Issue Date:

  • DOI: https://doi.org/10.1007/s11115-015-0338-7

Keywords

Search

Navigation