电子政务服务的设计特点和服务体验:公共价值视角

IF 20.1 1区 管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE
Frank K.Y. Chan , James Y.L. Thong , Susan A. Brown , Viswanath Venkatesh
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引用次数: 0

摘要

我们提出了一个模型来解释电子政务服务设计特征如何影响公民的服务体验。借鉴公共价值视角,我们定义了电子政务影响的四个类别,并确定了其相应的设计特征:(1)能力--准确性和完整性;(2)交互--可访问性和自助服务能力;(3)导向--用户支持和个性化能力;以及(4)价值分配--隐私保护。我们提出,公民对设计特征的感知会影响四种核心技术信念--即性能预期、努力预期、便利条件和信任--进而影响两种服务体验结果--即感知到的服务质量和持续意愿。我们分两个阶段对 2623 名电子政务服务(即电子政务门户网站和在线预约服务)用户进行了调查,以检验我们的模型。结果表明,公民对设计特征的感知会预测核心技术信念,而核心技术信念又会预测感知到的服务质量,并最终预测继续使用的意愿。进一步的中介分析表明,核心技术信念对设计特征对感知服务质量的影响有明显的中介作用,但两种服务的完全中介和部分中介模式不同。这些发现有助于理解服务设计特征影响服务体验的内在机制。我们讨论了电子政务服务设计和交付的理论和实践意义。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Design characteristics and service experience with e-government services: A public value perspective

We propose a model that explains how e-government service design characteristics influence citizens’ service experience. Drawing on the public value perspective, we define four categories of e-government impacts and identify their corresponding design characteristics: (1) capability—accuracy and completeness; (2) interactions—accessibility and self-service capability; (3) orientation—user support and personalization capability; and (4) value distribution—privacy protection. We propose that citizens’ perceptions of the design characteristics affect four core technology beliefs—i.e., performance expectancy, effort expectancy, facilitating conditions, and trust—that in turn affect two service experience outcomes—i.e., perceived service quality and continuance intention. We tested our model in a two-stage survey of 2623 users of two e-government services—i.e., an e-government portal and an online appointment booking service. The results showed that citizens’ perceptions of the design characteristics predict the core technology beliefs that in turn predict perceived service quality and eventually continuance intention. Further mediation analyses showed that the core technology beliefs significantly mediate the effects of design characteristics on perceived service quality, but with different patterns of full and partial mediation across the two services. These findings contribute to understanding the underlying mechanisms through which service design characteristics influence service experience. We discuss the theoretical and practical implications on e-government service design and delivery.

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来源期刊
International Journal of Information Management
International Journal of Information Management INFORMATION SCIENCE & LIBRARY SCIENCE-
CiteScore
53.10
自引率
6.20%
发文量
111
审稿时长
24 days
期刊介绍: The International Journal of Information Management (IJIM) is a distinguished, international, and peer-reviewed journal dedicated to providing its readers with top-notch analysis and discussions within the evolving field of information management. Key features of the journal include: Comprehensive Coverage: IJIM keeps readers informed with major papers, reports, and reviews. Topical Relevance: The journal remains current and relevant through Viewpoint articles and regular features like Research Notes, Case Studies, and a Reviews section, ensuring readers are updated on contemporary issues. Focus on Quality: IJIM prioritizes high-quality papers that address contemporary issues in information management.
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