Does E-Government Measure Up to E-Business? Comparing End User Perceptions of US Federal Government and E-Business Web Sites

被引:64
作者
Morgeson, Forrest V., III [1 ,2 ]
Mithas, Sunil [3 ]
机构
[1] Univ Michigan, Natl Qual Res Ctr, Ann Arbor, MI 48109 USA
[2] Univ Michigan, Stephen M Ross Sch Business, Ann Arbor, MI 48109 USA
[3] Univ Maryland, Smith Sch Business, College Pk, MD 20742 USA
关键词
INFORMATION-TECHNOLOGY; MANAGEMENT; PERFORMANCE; STATE; EXPECTATIONS;
D O I
10.1111/j.1540-6210.2009.02021.x
中图分类号
C93 [管理学]; D035 [国家行政管理]; D523 [行政管理]; D63 [国家行政管理];
学科分类号
12 ; 1201 ; 1202 ; 120202 ; 1204 ; 120401 ;
摘要
This paper examines the federal government's success in implementing and providing high-quality service through e-government, something that has received very little attention. We define quality from the perspective of the end users of federal agency Web sites, as measured through customer survey data. Using data from the American Customer Satisfaction Index, we compare the performance of federal agency Web sites across a range of relevant variables with a private sector equivalent, e-business Web sites. Our findings suggest that federal e-government Web sites are not yet, in the aggregate, providing the same level of quality as their e-business counterparts. We also find significant variability among federal agencies. We discuss the implications of these findings for e-government performance measurement, performance benchmarking, and the market-centered theories of administrative reform that are driving e-government and similar transformations of government practice.
引用
收藏
页码:740 / 752
页数:13
相关论文
共 51 条