Abstract
Many surveys and studies to date have pointed out that there is a considerable gap between expressed interest from potential users and the actual use of e-government information and services. However, the factors influencing that gap have not yet been fully explained and understood. This paper therefore investigates the real driving forces concerning the ‘demand’ side of egovernment and the take-up of public e-services. The paper summarises the findings of similar studies carried out in other countries and compares them with the results of the extensive study carried out in Slovenia during 2004 and 2006, with a focus on user expectations and satisfaction.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
References
3. E-Government Trendbarometer, Nutzen und Trends aus Bürgersicht. Berner Fachhochschule, Kompetenzzentrum e-Government & Unisys (2006)
Australians’ Use of and Satisfaction with E-Government Services: AGIMO (2005)
Carter, L., Belanger, F.: Citizen Adoption of Electronic Government Initiatives. In: HICSS 2004. Proceedings of the 37th Annual Hawaii International Conference on System Sciences - Track 5 (2004)
Casell, C., Eklöf, J.A.: Modelling Customer Satisfaction and Loyalty on Aggregate Levels: Experiences from the ECSI Pilot Study. Total Quality Management 7-8, 834–841 (2001)
Cullen, R., Reilly, P.: Information Privacy and Trust in Government: a citizen-based perspective from New Zealand. In: HICSS 2007. Proceedings of the 40th Annual Hawaii International Conference on System Sciences (2007)
E-citizenship: What People Want. MORI (2004)
Eggers, W.D.: (2004), http://www.public-cio.com/story.php?id=2004.02.03-87088
eGovernment - the Regional Dimension: BISER Project (2004)
eGovernment Leadership: High Performance, Maximum Value. Accenture (2004)
eUSER Population Survey 2005. eUser Project (2005)
Fornell, C., Johnson, M.D., Anderson, E.W., Cha, J., Bryant, E.B.: The American Customer Satisfaction Index: Nature, Purpose and Findings. Journal of Marketing 4, 7–18 (1996)
Horan, T.A., Abhichandani, T., Rayalu, R.: Assessing User Satisfaction of E-Government Services: Development and Testing of Quality-in-Use Satisfaction with Advanced Traveller Information Systems (ATIS). In: HICSS 2006. Proceedings of the 39th Hawaii International Conference on System Sciences (2006)
Hyun, K.T., Hyuk, I.K., Chan, P.S.: Intelligent Measuring and Improving Model for Customer Satisfaction Level in e-Government. In: Wimmer, M.A., Traunmüller, R., Grönlund, Å., Andersen, K.V. (eds.) EGOV 2005. LNCS, vol. 3591, pp. 38–48. Springer, Heidelberg (2005)
Leitner, C. (ed.): eGovernment in Europe: The State of Affairs. The eGovernment 2003 Conference, Como, Italy, July 7-8, 2003. European Institute of Public Administration, The Netherlands (2003)
Measuring the Expected Benefits of e-Government: OGC (2003)
Online Availability of Public Services: How Is Europe Progressing? Web Based Survey on Electronic Public Services, Report of the 6th Measurement, June 2006. CapGemini (2006)
Ringle, C.M., Wende, S., Will, A.: SmartPLS 2.0M3 (2005), http://www.smartpls.de
SIBIS Pocket Book 2002/03: Measuring the Information Society in the EU, the EU Accession Countries, Switzerland and the US. SIBIS project (2003)
Tassabehji, R., Elliman, T.: Generating Citizen Trust in E-government Using a Trust Verification Agent: A research Note. In: Proceedings of the European and Mediterranean Conference on Information Systems (EMCIS) 2006, Costa Blanca, Alicante, Spain (2006)
Tenenhaus, M., Vinzi, V.E., Chatelin, Y.-M., Lauro, C.: PLS path modelling. Computational Statistics & Data Analysis, 159–205 (2005)
The E-Government Handbook for Developing Countries: CDT & infoDev (2002)
Top of the web: User Satisfaction and Usage Survey of eGovernment services. Rambǿll Management and European Commission, DG Information Society (2004)
Usage of ICTs in households and by individuals: Eurostat (2006)
Van Deursen, A., Van Dijk, J., Ebbers, W.: Why E-government Usage Lags Behind: Explaining the Gap between Potential and Actual Usage of Electronic Public Services in the Netherlands. In: Wimmer, M.A., Scholl, H.J., Grönlund, Å., Andersen, K.V. (eds.) EGOV 2006. LNCS, vol. 4084, pp. 269–280. Springer, Heidelberg (2006)
Wangpipatwong, S., Chutimaskul, W., Papasratorn, B.: Factors Influencing the Adoption of Thai eGovernment Websites: Information Quality and System Quality Approach. In: Proceedings of the 4th International Conference on eBusiness, Bangkok, Thailand (2005)
Author information
Authors and Affiliations
Editor information
Rights and permissions
Copyright information
© 2007 Springer-Verlag Berlin Heidelberg
About this paper
Cite this paper
Kunstelj, M., Jukić, T., Vintar, M. (2007). Analysing the Demand Side of E-Government: What Can We Learn From Slovenian Users?. In: Wimmer, M.A., Scholl, J., Grönlund, Å. (eds) Electronic Government. EGOV 2007. Lecture Notes in Computer Science, vol 4656. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-74444-3_26
Download citation
DOI: https://doi.org/10.1007/978-3-540-74444-3_26
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-540-74443-6
Online ISBN: 978-3-540-74444-3
eBook Packages: Computer ScienceComputer Science (R0)