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ERIC Number: ED561744
Record Type: Non-Journal
Publication Date: 2013
Pages: 282
Abstractor: As Provided
Reference Count: N/A
ISBN: 978-1-3034-3818-9
Towards a Citizen-Centered E-Government: Exploring Citizens' Satisfaction with E-Government in China
Zhang, Jianchuan
ProQuest LLC, Ph.D. Dissertation, Northern Illinois University
E-government research has been practical and utilitarian, lacking theoretical concerns. Based on the literature of customer satisfaction with private-sector services, citizen/user satisfaction with public services, and information systems management, this study systematically investigates the following factors and their effects on citizen satisfaction with e-government: e-government use, perceived performance, expectations prior to use, disconfirmed expectations, and procedural justice. In contrast to previous scholarly works that narrowly focus on government websites, this study understands e-government from a multiple-channel and multiple-application perspective. Therefore, this study explores the satisfaction determination process in three areas of e-government applications: e-information (seeking online information), e-transaction (conducting online transactions), and e-participation (engaging in online participation). A relevant research topic this study aims to examine is whether the determinants constantly apply across different e-government applications. Theoretical and practical implications are discussed based on the findings. This study intends to make a contribution to building a more citizen-centric e-government. As both online and offline public services coexist today, this study may also facilitate an integrative understanding of citizen satisfaction formation with public-sector services. [The dissertation citations contained here are published with the permission of ProQuest LLC. Further reproduction is prohibited without permission. Copies of dissertations may be obtained by Telephone (800) 1-800-521-0600. Web page:]
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Publication Type: Dissertations/Theses - Doctoral Dissertations
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: China