000			01755nam a22001577a 4500
999			_c520298 _d520298
008			220907b ||||| |||| 00| 0 eng d
100			_aFrank K. Y. et al _933888
245			_aService design and citizen satisfaction with e-government services: A multidimensional perspective
260			_aPublic Administration Review
300			_a81(5), Sep-Oct, 2021: p.874-894
520			_aThis 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			_aCitizen satisfaction, E-government service _933889
773			_aPublic Administration Review
906			_aE-GOVERNMENT
942			_cAR