Communication Channel Choice between Enterprises and Government

The aim of the current article is to identify the factors influencing the enterprises' choice of communication channels with government comparing e-government to traditional service delivery channels such as telephone, mail, fax or visiting a government office in the context of media richness theory. The article, through logistic regression of data from a survey of Estonian and German enterprises, assesses the preferred communication channels in terms of the nature of enterprises' interaction with government and other characteristics of enterprises, as well as their experience with using e-government services. The analysis indicates that the use of communication channels between enterprises and government differs between countries and depends on the size and location of enterprise, economic sector, enterprise growth trend and some other characteristics. The study showed that the quality and ease of use of e-government services have an impact on increasing use of electronic communication channels.