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Perspectives of citizens towards e-government in Thailand and Indonesia: A multigroup analysis

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Abstract

Thailand and Indonesia are two developing countries still in the early stages of e-government implementation. An understanding of their citizens’ perspectives can help the governments of these countries better plan their services and also provide useful information to governments of other developing countries. The current study uses a new survey instrument to assess the importance of e-government services and website success factors from the perspective of citizens. Using multigroup analysis to validate the instrument, it identifies that an important difference between the perceptions of citizens of the two countries is that in Thailand, the importance of financial transaction services is negatively related to the importance of citizen identification with the e-government site whereas in Indonesia this relationship is insignificant. Only two expected relationships were found to be equivalent across both datasets, i.e., the importance of financial transactions services is positively related to the importance of website efficiency and the importance of local information services is positively related to the importance of citizen identification with the site. The multigroup analysis showed that citizens in both countries interpreted the survey instrument similarly but had very different expectations for their e-government services.

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Authors and Affiliations

  1. College of Business Administration, University of Missouri–St. Louis, One University Boulevard, St. Louis, MO, 63121-4400, USA

    Dinesh A. Mirchandani, Julius H. Johnson Jr. & Kailash Joshi

Authors
  1. Dinesh A. Mirchandani
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  2. Julius H. Johnson Jr.
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  3. Kailash Joshi
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Corresponding author

Correspondence to Dinesh A. Mirchandani.

Appendices

Appendix 1

1.1 Commonly cited e-government services

Providing city/state/country information online

Providing geographic information systems data (infrastructure, costs, demographics) online

Providing government budgets online

Providing city/state/country virtual tours online

Providing minutes of government meetings online

Providing video broadcast of government meetings online

Providing audio broadcast of government meetings online

Providing live broadcast from traffic cameras online

Calling for bids or proposals for government contracts online

Accepting bidder applications for government contracts online

Accepting utility (e.g., electricity, gas and telephone) payments online

Collecting fees online

Collecting fines online

Collecting taxes (individual and business) online

Making payments to government service providers online

Managing government procured inventory online

Accepting citizen/constituent requests for service online

Providing citizens/constituents the ability to track complaints online

Providing permit application and renewal online

Providing license application and renewal online

Providing voter registration online

Accepting requests for government records (e.g. birth and death records) online

Accepting property registration online

Accepting reservations for government facilities online

Providing surveys and polls to gauge citizen/constituent sentiments online

Providing forums and discussion groups for citizens/constituents online

Providing citizens/constituents the ability to communicate electronically with officials

Providing e-mail access for government employees

Providing government employees the ability to schedule meetings online

Providing government employees the ability to manage documents online

Providing government employees the ability to video conference

Providing government employees an intranet to exchange information among agencies

Accepting applications for government jobs online

Providing emergency/disaster management documents, policies and procedures online

Providing government owned educational resources online

Appendix 2

2.1 Commonly cited success features for websites

Accessibility of the website (including accessibility to the poor, uneducated and disabled)

Reliability of the services provided

Reliability of the information provided

Ease of use of the information provided

Appropriateness of the format of the information

Appropriateness of the level of detail of the information

Security of data

Confidentiality of data

Timeliness of information

Service and functionality of the website

Quality of content (completeness, relevance and accuracy)

Visual appeal of the website

User friendliness of the website

Ease of navigation of the website

Ease of use of the website

Enjoyability in use of the website

Ability to receive personal services without interacting with human staff

Ability to exert more control over the delivery of service

Ability to receive service how and when the citizen/constituent wants

Savings in cost for the citizen/constituent and the government

Savings in time by obtaining the service electronically

Ability to tailor the delivery of the service more towards the citizen/constituent

Attractiveness of website’s appearance

Sense of personalization created by the website

Sense of community created by the website

Reputation of the website

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Mirchandani, D.A., Johnson Jr., J.H. & Joshi, K. Perspectives of citizens towards e-government in Thailand and Indonesia: A multigroup analysis. Inf Syst Front 10, 483–497 (2008). https://doi.org/10.1007/s10796-008-9102-7

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