National e-government performance and citizen satisfaction: a multilevel analysis across European countries
By: Ma, Liang
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Contributor(s): Zheng, Yueping.
Material type: 
BookPublisher: International Review of Administrative Sciences Description: 85(3), Sep, 2019: p.506-526.Subject(s): E governance
In:
International Review of Administrative SciencesSummary: Are citizens more satisfied with e-government ranked higher in league tables? In this article, we empirically examine the relationship between objective e-government performance on the supply side and the perceptions of citizens on the demand side. A multilevel analysis of over 28,000 respondents across 32 European countries reveals that highly ranked e-government is warmly welcomed by citizens, suggesting that the supply and demand sides of e-government are, in part, consistent. Specifically, the e-government performance–satisfaction correlations in e-service and e-participation are more prominent than that of e-information. The results also show that citizens’ perceived e-government benefits are mainly from using online services. While e-government rankings are reasonably predictive of citizen satisfaction, they should be referred to with caveats in e-government policies.- Reproduced.
| Item type | Current location | Call number | Vol info | Status | Date due | Barcode |
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Articles
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Indian Institute of Public Administration | 85(3), Sep, 2019: p.506-526. | Available | AR122032 |
Are citizens more satisfied with e-government ranked higher in league tables? In this article, we empirically examine the relationship between objective e-government performance on the supply side and the perceptions of citizens on the demand side. A multilevel analysis of over 28,000 respondents across 32 European countries reveals that highly ranked e-government is warmly welcomed by citizens, suggesting that the supply and demand sides of e-government are, in part, consistent. Specifically, the e-government performance–satisfaction correlations in e-service and e-participation are more prominent than that of e-information. The results also show that citizens’ perceived e-government benefits are mainly from using online services. While e-government rankings are reasonably predictive of citizen satisfaction, they should be referred to with caveats in e-government policies.- Reproduced.
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