article

IT-mediated customer service content and delivery in electronic governments: an empirical investigation of the antecedents of service quality

Authors:

Ronald T. CenfetelliAuthors Info & Claims

MIS Quarterly, Volume 37, Issue 1

Pages 77 - 109

https://doi.org/10.25300/MISQ/2013/37.1.04

Published: 01 March 2013 Publication History

Abstract

Despite extensive deliberations in contemporary literature, the design of citizen-centric e-government websites remains an unresolved theoretical and pragmatic conundrum. Operationalizing e-government service quality to investigate and improve the design of e-government websites has been a much sought-after objective. Yet, there is a lack of actionable guidance on how to develop e-government websites that exhibit high levels of service quality. Drawing from marketing literature, we undertake a goal approach to this problem by delineating e-government service quality into aspects of IT-mediated service content and service delivery. Whereas service content describes the functions available on an e-government website that assist citizens in completing their transactional goals, service delivery defines the manner by which these functions are made accessible via the web interface as a delivery channel. We construct and empirically test a research model that depicts a comprehensive collection of web-enabled service content functions and delivery dimensions desirable by citizens. Empirical findings from an online survey of 647 respondents attest to the value of distinguishing between service content functions and delivery dimensions in designing e-government websites. Both service content and delivery are found to be significant contributors to achieving e-government service quality. These IT-mediated service content functions and delivery dimensions represent core areas of e-government website design where the application of technology makes a difference, especially when considered in tandem with the type of transactional activity. A split sample analysis of the data further demonstrates our model's robustness when applied to e-government transactions of varying frequency.

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Al-Rahmi WUddin MAlkhalaf SAl-Dhlan KCifuentes-Faura JAl-Rahmi AAl-Adwan A(2022)Validation of an Integrated IS Success Model in the Study of E-GovernmentMobile Information Systems10.1155/2022/89097242022Online publication date: 1-Jan-2022
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cover image MIS Quarterly

MIS Quarterly Volume 37, Issue 1

March 2013

327 pages

ISSN:0276-7783

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Society for Information Management and The Management Information Systems Research Center

United States

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Published: 01 March 2013

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Al-Rahmi WUddin MAlkhalaf SAl-Dhlan KCifuentes-Faura JAl-Rahmi AAl-Adwan A(2022)Validation of an Integrated IS Success Model in the Study of E-GovernmentMobile Information Systems10.1155/2022/89097242022Online publication date: 1-Jan-2022
https://dl.acm.org/doi/10.1155/2022/8909724
Liu XJiang NFu MCai ZLim ETan C(2022)What Piques Users’ Curiosity on Open Innovation Platforms? An Analysis Based on Mobile App StoresInformation Systems Frontiers10.1007/s10796-022-10312-225:4(1639-1660)Online publication date: 26-Jul-2022
https://dl.acm.org/doi/10.1007/s10796-022-10312-2
Shao ZLi XGuo YZhang L(2020)Influence of service quality in sharing economyElectronic Commerce Research and Applications10.1016/j.elerap.2020.10094440:COnline publication date: 1-Mar-2020
https://dl.acm.org/doi/10.1016/j.elerap.2020.100944
Kuhn PBalta D(2020)Service Quality Through Government Proactivity: The Concept of Non-interactionElectronic Government10.1007/978-3-030-57599-1_7(82-95)Online publication date: 31-Aug-2020
https://dl.acm.org/doi/10.1007/978-3-030-57599-1_7
Mi JMensah I(2019)Predictors of the Readiness to Use E-Government Services From Citizens' PerspectiveInternational Journal of Technology Diffusion10.4018/IJTD.201901010310:1(39-59)Online publication date: 1-Jan-2019
https://dl.acm.org/doi/10.4018/IJTD.2019010103
Li HFang YLim KWang Y(2019)Platform-based function repertoire, reputation, and sales performance of e-marketplace sellersMIS Quarterly10.25300/MISQ/2019/1420143:1(207-236)Online publication date: 1-Mar-2019
https://dl.acm.org/doi/10.25300/MISQ/2019/14201
Nishant RSrivastava STeo T(2019)Using polynomial modeling to understand service quality in e–government websitesMIS Quarterly10.25300/MISQ/2019/1234943:3(807-826)Online publication date: 1-Sep-2019
https://dl.acm.org/doi/10.25300/MISQ/2019/12349
Balakrishna S(2018)Should Citizen-oriented Electronic Public Services be Taxed?Proceedings of the 11th International Conference on Theory and Practice of Electronic Governance10.1145/3209415.3209497(240-246)Online publication date: 4-Apr-2018
https://dl.acm.org/doi/10.1145/3209415.3209497
Arias MMaçada A(2018)Digital Government for E-Government Service QualityProceedings of the 11th International Conference on Theory and Practice of Electronic Governance10.1145/3209415.3209422(7-17)Online publication date: 4-Apr-2018
https://dl.acm.org/doi/10.1145/3209415.3209422
Palese BUsai A(2018)The relative importance of service quality dimensions in E-commerce experiencesInternational Journal of Information Management: The Journal for Information Professionals10.1016/j.ijinfomgt.2018.02.00140:C(132-140)Online publication date: 1-Jun-2018
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