| 000 -LEADER |
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| fixed length control field |
01755nam a22001577a 4500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
220907b ||||| |||| 00| 0 eng d |
| 100 ## - MAIN ENTRY--PERSONAL NAME |
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| Personal name |
Frank K. Y. et al |
| 245 ## - TITLE STATEMENT |
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| Title |
Service design and citizen satisfaction with e-government services: A multidimensional perspective |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
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| Place of publication, distribution, etc |
Public Administration Review |
| 300 ## - PHYSICAL DESCRIPTION |
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| Extent |
81(5), Sep-Oct, 2021: p.874-894 |
| 520 ## - SUMMARY, ETC. |
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| Summary, etc |
This research examines the relationship between service design and citizen satisfaction with e-government services. Based on a multidimensional conceptualization of service, we define three key service perceptions, each comprising different design characteristics, that jointly influence perceived service quality and citizen satisfaction with e-government services. The service perceptions and their corresponding design characteristics are: (1) perceptions of a core service—accuracy, completeness, self-service capability, and convenience; (2) perceptions of facilitating services—accessibility, privacy protection, security protection, and user support; and (3) perceptions of supporting services—personalization capability and transparency. We tested our research model using data from a two-stage survey of 3,065 users of three e-government services. The results showed that all design characteristics contributed to their respective service perceptions that influenced perceived service quality that in turn influenced citizen satisfaction. The finding of a three-way interaction among the service perceptions supported their complementary role in influencing perceived service quality. – Reproduced |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name as entry element |
Citizen satisfaction, E-government service |
| 9 (RLIN) |
33889 |
| 773 ## - HOST ITEM ENTRY |
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| Main entry heading |
Public Administration Review |
| 906 ## - LOCAL DATA ELEMENT F, LDF (RLIN) |
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| Subject DIP |
E-GOVERNMENT |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
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| Item type |
Articles |
