An examination of citizen satisfaction with mandatory e-government services: comparison of two information systems success models

The Success of Information Systems and Sustainable Information Society: Measuring the Implementation of a Village Financial System

The purpose of this study is to advance the information society literature research by examining and developing the adoption of information systems within the Village Financial System (SISKEUDES) to improve the sustainable information society (SIS). The models include the DeLone and McLean model and trust theory, which involves eight variables: system information quality, information quality, service quality, trust in government organizations, trust in technology, usage, user satisfaction, net benefits, and sustainable information society. A survey questionnaire was used, and data was collected from SISKEUDES users in Bali, Indonesia, which were statistically analyzed using Partial Least Square (PLS) to understand the phenomena of Information System (IS) adoption and sustainable information society. The research findings reveal that system information quality, information quality, and trust in technology have a significant impact on usage and user satisfaction, whereas service quality and trust in government organizations do not have such an effect. The usage and user satisfaction variables have a significant effect on net benefits, and they have a significant effect on the sustainability of the SIS. This study’s findings can provide e-government practitioners with deeper insights into how to overcome problems with user satisfaction and increase trust in mandatory e-government services in realizing SIS and the “smart village”.

The Effects of eGovernment Efficiency on Subjective Wellbeing

Undoubtedly, the internet has become the most convenient and efficient communication and service delivery channel adopted by most government agencies, referred to as eGovernment. This study explores how eGovernment efficiency influences users’ subjective wellbeing (SWB), using trust as a covert stimulus with the capacity to alter individuals’ overt behavior (utilization). Covert and overt stimuli act as significant factors influencing the relationship between citizens and the online environment, moderated by socio-demographic characteristics. Using situation–organism–behavior–consequence theory, we propose a research model consisting of online environment eGovernment efficiency (the situation) influencing trust development (the organism), which in turn influences utilization (the behavior), generating an impact on an individuals’ SWB (the consequence). We followed the structural equation modeling (SEM) approach to analyze the data survey N = 300, using Amos statistical techniques. Results reveal that the correlation between eGovernment efficiency and trust is positive and strong, trust and utilization is positive and moderate, and the correlation between utilization and SWB is positive and very strong. Stepwise regression analysis reveals that the control variables affect the relationship between eGovernment efficiency and trust. In the regression model: the highest education level explained 36% of the variance (model 1); adding age increased the variance explained to 39% (in model 2), and adding internet use frequency increased the variance explained to 41% (model 3). This study develops theoretical concepts of eGovernment use and how it affects citizens by indicating the psychological and behavioral situations as antecedents and mediators influencing SWB. It also provides practical suggestions for improving systems to correlate users’ feelings and behavior patterns to motivate trusting behavior, positively impacting users’ SWB to benefit citizens effectively.

Weibo to the Rescue? A study of social media use in citizen–government relations in China

Purpose

In this study, the authors explain citizens’ adoption of social media in citizen–government relations in China, a country that blends an authoritarian governance regime with limited tolerance of and responsiveness to online citizen participation.

Design/methodology/approach

Original survey data were gathered using a vignette survey among 307 respondents living in the People’s Republic of China. Multivariate analysis of the data was used to test four hypotheses and identify antecedents of Chinese citizens’ social media adoption for “thin” participation purposes.

Findings

Citizens’ perceived impact of “thin” participation, citizens’ skills and capabilities and citizens’ trust in institutions are significantly associated with citizens’ social media adoption. Social media anxiety was found not to be associated with Chinese citizens’ social media adoption.

Research limitations/implications

This study demonstrates how vignettes can be used to study adoption of technological and institutional innovations in an authoritarian governance regime and how in this context existing adoption theories can be extended with notions of institutional trust to adequately explain citizens’ adoption of technological and institutional innovations in citizen–government relations.

Social implications

Although some argue that social media activity could potentially mitigate democratic deficits caused by the state, in the case of China, the intertwinement of state and social media platform renders this argument unsustainable.

Originality/value

This study is one of the few systematic survey studies focusing on Chinese citizens’ adoption of social media in citizen–government relations.

The impact of service quality, trust and satisfaction on young citizen loyalty towards government e-services

Purpose

This study examines the effect of multidimensional constructs on citizen loyalty to e-government services. More specifically, it examines the effects of service quality, trust and satisfaction on loyalty to these services.

Design/methodology/approach

The data were collected via a questionnaire that was completed by 780 foundation-year students in government universities in Saudi Arabia. The students who participated in the study had used a unified system provided by the Ministry of Education in Saudi Arabia for university admission. The data were analysed using structural equation modelling.

Findings

The key findings revealed that the factors service quality, trust in government, trust in e-government services and citizen satisfaction play a significant role in developing citizen loyalty to e-government services. Trust in government has the strongest direct effect on citizen loyalty to e-government services, and service quality has the strongest total effect on citizen loyalty. In contrast, citizen satisfaction has the least significant influence on citizen loyalty to e-government services.

Originality/value

This study proposes a new model for citizen loyalty to e-government services that combines the service quality model and trust theory. In addition, this study is among the first to categorise trust into three factors – trust in government, trust in e-government and disposition to trust – and integrate them into a model. Furthermore, the study reveals the roles of satisfaction and service quality in developing citizen loyalty. The findings of this study fill a gap in knowledge on citizen trust in, satisfaction with and loyalty to e-government services.

The VWRCA Index: Measuring a Country’s Comparative Advantage and Specialization in Services. The Case of Poland

In the extant body of literature on the servitization of the economy, on the one hand, and determinants of growth and development, on the other, the classic question of revealed comparative advantage (RCA) plays a prominent role. Regardless of the popularity, relevance, and validity of the use of the RCA as a part of multivariate queries on the above topics, this paper argues that the RCA alone offers a rather static insight into a country’s economic performance. Most importantly, the classic take on the RCA does not allow us to query a country’s comparative advantage and degree of specialization in the services sector. By inserting itself in the broader discussion on ways of bypassing the limitations inherent in the classic RCA index, this paper proposes a novel take on the RCA index, i.e., the Visvizi–Wosiek RCA (VWRCA) index, and, subsequently, applies it to the study of the evolution of the services sector in Poland over the period 2010–2019. The added value of the VWRCA index is threefold. (i) By recognizing the increasing role of services in the global economy, it serves as a useful tool in queries aimed at examining the structure of a given economy, the degree of specialization in the production of certain services, and the real revealed comparative advantage a country has in the production of a certain group/category of services. (ii) By focusing solely on services, the VWRCA index allows us to examine the volume and velocity of trade in services independently from the volume of trade in goods. (iii) Due to the resulting methodological accuracy, it enables the inclusion of a temporal dimension in the analysis, which in turn gives cues as to specific developments and the actual performance of a given economy regarding the evolution of the services sector.

Citizens’ Involvement in E-Government in the European Union: The Rising Importance of the Digital Skills

This paper studies what factors influence European citizens in their e-government adoption and use, and whether there are differences within the European Union. A binary logistic regression model has been used to determine the profile of e-government users. The article highlights especially the influence of digital skills, as an increasingly influential factor, and opens up new areas of research such as the uses of e-government depending on the population density or sociodemographic factors. Given a certain lack of e-government studies at a pan-European level, this article provides an empirical comparative analysis in the EU and provides insights into the factors influencing the behaviour of European e-citizens.