Understanding channel choice in users' reporting behavior: Evidence from a smart mobility case

Public service producers are heavily investing in the development and implementation of more efficient new digital channels to engage users in citizen sourcing efforts, such as the reporting of public service-related issues. Nevertheless, user-reporters have continued to favor earlier implemented channels including traditional (e.g., phone, office) and e-government channels (e.g., web, email) over new digital channels such as m-government channels (e.g., mobile applications). Drawing on channel choice literature and theories, this study aims at explaining users' reporting behavior by examining the role of users' personal factors, including digital divide determinants, users' service experience, and channel satisfaction. We use a combination of survey and log data on actual reporting behavior among smart bike-sharing users to explain users' channel choice. Using a multinomial logistic regression, we found that the digital divide predicts user-reporters' channel choice. Moreover, user-reporters with a longer service membership favor traditional and e-government channels, over the newly implemented m-government channels. Finally, user-reporters' satisfaction with the mobile application is negatively associated with the user-reporters' choice of traditional and e-government channels. Our results expand and update the empirical evidence on channel choice at the user level, and provide insights for public service producers who aim at enhancing public service delivery through digital users' engagement.

Automated summary

Public service producers are investing heavily in new digital channels for user engagement in citizen sourcing efforts, but users still prefer traditional and e-government channels over new mobile government channels. This study explores users' reporting behavior, finding that the digital divide, service experience, and channel satisfaction play significant roles in users' channel choice.UserService membership and satisfaction with mobile applications impact user-reporters' preference for traditional and e-government channels, informing public service producers on how to enhance public service delivery.