Zoi Patergiannaki and Yannis A. Pollalis
Governments globally are adopting e-Government services to streamline administrative processes and meet citizens' expectations. This study investigates e-Government service…
Abstract
Purpose
Governments globally are adopting e-Government services to streamline administrative processes and meet citizens' expectations. This study investigates e-Government service quality from citizens' perspectives in 50 Greek municipalities, using the technology acceptance model (TAM) and cognitive theory.
Design/methodology/approach
The data from 707 respondents across 50 Greek municipalities are analyzed using structural equation modeling (SEM), ANOVA and moderation analysis. The study assesses the relationships between key factors and citizens' intentions to use e-Government services, examining the impact of demographics and the digital divide.
Findings
The study reveals that perceived attractiveness (PA), perceived usefulness (PU), perceived ease of use (PEOU) and awareness (AWA) significantly influence citizens' behavioral intentions (BINTs) toward municipal e-Government services. Interestingly, PEOU negatively impacts users' intentions, suggesting dissatisfaction with portal attractiveness and utility. The study explores the influence of demographic variables and the digital divide on citizens' BINTs, highlighting economic activity and income as crucial determinants.
Practical implications
The study emphasizes the significance of user-friendly design, PU, PEOU and AWA campaigns for the development of effective e-Government platforms. Strategies to address the digital divide and promote citizen engagement are essential for enhancing user experience, service utility and AWA, ultimately fostering a positive attitude toward e-Government.
Social implications
Addressing demographic differences ensures inclusive e-Government systems, while bridging the digital divide promotes equitable service delivery and citizen engagement.
Originality/value
This research provides insights into factors influencing citizens' BINTs toward e-Government services. The study's examination of demographic attributes and the digital divide enhances understanding, contributing to the development of citizen-centric e-Government services and supporting inclusive digital transformations.
Details
Keywords
Zoi Patergiannaki and Yannis A. Pollalis
The purpose of this study is to explore the discrepancies between the services provided by municipalities through e-Government portals and the services sought by residents in the…
Abstract
Purpose
The purpose of this study is to explore the discrepancies between the services provided by municipalities through e-Government portals and the services sought by residents in the context of smart cities.
Design/methodology/approach
This research investigates the information and services delivered by municipalities via e-Government portals and the services that residents wish to access through these portals. A mind map representation of ideas from 707 participants is used to visually illustrate the proposed e-Government portal structure based on user recommendations.
Findings
The findings reveal that existing e-Government portals fall short in offering a comprehensive range of e-services desired by residents. The results highlight the need for municipal e-Government websites to grant residents access to a diverse array of services and information. It is crucial to note that the specific services may fluctuate over time and between cities, reflecting the evolving needs of residents and the capabilities of municipalities.
Originality/value
This study is original in its focus on bridging the gap between existing e-Government portals and residents’ preferences, using a mind map representation to visually illustrate the proposed portal structure based on user recommendations. The research emphasizes the importance of considering residents’ needs in terms of services and functionalities and adapting websites accordingly.