期刊
INFORMATION & MANAGEMENT
卷 57, 期 3, 页码 -出版社
ELSEVIER
DOI: 10.1016/j.im.2019.103197
关键词
e-government; Government websites; Citizens' continuous-use intention; Service quality; Perceived value
资金
- National Natural Science Foundation of China [71704018]
- Key Project of Social Science Foundation of Ministry of Education, China [18JZD047]
- Fundamental Research Funds for the Central Universities of China [DUT18RC(4)022, 63192402]
Citizens' low continuous-use intention has become a great challenge for the development of e-government in China. This study has developed a chain model of e-government service quality, perceived value, and citizens' continuous-use intention to explain the relationship between government website service quality and perceived value, as well as how that relationship influences citizens' reuse intention. Using data collected from a survey of 1,650 citizen users living in one direct-controlled municipality and four high-population cities in China, this study verifies the components of e-government service quality through partial least squares (PLS) analysis and then tests the proposed concept model using structural equation modeling. The results reveal that the concept of e-government service quality has eight contributing dimensions: system quality, reliability, security, accessibility, information quality, service capability, interactivity, and responsiveness. Perceived service value is a powerful mediator between service quality and citizens' continuous-use intention. The intention to use is a consequence of service quality, service value, and satisfaction.
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