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Providing online public services successfully: the role of confirmation of citizens’ expectations

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Abstract

Satisfying consumer needs is a core principle of marketing. However, in the context of e-government initiatives (such as the provision of online public services), most studies up to now have focused on adoption models such as Technology Acceptance Model or Theory of Planned Behavior. To advance on this topic, in this work we analyze how confirmation of citizens’ expectations may influence citizens’ perceptions and behavioral intentions in the context of online public services. As well, due to its great influence on consumer behavior, we investigate some factors that may enhance citizens’ intention to recommend online public services. Data from 232 citizens reveal that confirmation of expectations and perceived usefulness effectively predicts citizen intention to use online public services. As well, positive word of mouth among citizens is positively affected by confirmation of expectations and intention to use these services. Finally, confirmation of expectations confirms its importance by influencing perceived usefulness too. All these findings allow us to establish interesting implications for the management of online public services.

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Notes

  1. Considering a minimum value of .7 (Nunnally 1978).

  2. Considering a minimum value of .3 (Nurosis 1993).

  3. To be precise, these criteria are:

    • The weak convergence criterion, which means eliminating indicators that do not show significant factor regression coefficients (t student >2.58; p = .01).

    • The strong convergence criterion, which involves eliminating non-substantial indicators; that is, those whose standardized coefficients are lower than.5.

    • According to the suggestion of Jöreskog and Sörbom, we also eliminated the indicators that least contribute to the explanation of the model, taking R2 < .3 as a cut-off point.

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Authors and Affiliations

  1. Faculty of Economics and Business Studies, Universidad de Zaragoza, Gran Vía 2, 50.005, Zaragoza, Spain

    Daniel Belanche & Carlos Flavián

  2. Huesca Business School, Universidad de Zaragoza, Ronda Misericordia 1, 22001, Huesca, Spain

    Luis V. Casaló

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  1. Daniel Belanche
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  2. Luis V. Casaló
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  3. Carlos Flavián
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Correspondence to Carlos Flavián.

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Belanche, D., Casaló, L.V. & Flavián, C. Providing online public services successfully: the role of confirmation of citizens’ expectations. Int Rev Public Nonprofit Mark 7, 167–184 (2010). https://doi.org/10.1007/s12208-010-0058-1

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