The DOI matches its Crossref record; 99 of the 99 references it cites were found in a registry or an index.
Service quality, perceived value, and citizens’ continuous-use intention regarding e-government: Empirical evidence from China
Open accessAbstract
Citizens’ low continuous-use intention has become a great challenge for the development of e-government in China. This study has developed a chain model of e-government service quality, perceived value, and citizens’ continuous-use intention to explain the relationship between government website service quality and perceived value, as well as how that relationship influences citizens’ reuse intention. Using data collected from a survey of 1,650 citizen users living in one direct-controlled municipality and four high-population cities in China, this study verifies the components of e-government service quality through partial least squares (PLS) analysis and then tests the proposed concept model using structural equation modeling. The results reveal that the concept of e-government service quality has eight contributing dimensions: system quality, reliability, security, accessibility, information quality, service capability, interactivity, and responsiveness. Perceived service value is a powerful mediator between service quality and citizens’ continuous-use intention. The intention to use is a consequence of service quality, service value, and satisfaction.
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Cited by
Customer experiences in the age of artificial intelligence
Ameen, N., Tarhini, A., Reppel, A., & Anand, A. (2021) · Computers in Human Behavior · doi:10.1016/j.chb.2020.106548 · Cited by 833
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Metadata
- Authors
- Li, Y., & Shang, H.
- Venue
- Information & Management
- Publisher
- Elsevier BV
- Published
- 2020-04
- Volume
- 57
- Issue
- 3
- Pages
- 103197
- ISSN
- 0378-7206 (ISSN-L)
- OpenAlex
- W2967555462
- Cited by
- 512
- References
- 99
- FWCI
- 153.83
- Type
- journal article
- Language
- en
- Open access
- hybrid
- Licence
- www.elsevier.com/tdm/userlicense/1.0/ (tdm)
- www.elsevier.com/legal/tdmrep-license (tdm)
- creativecommons.org/licenses/by-nc-nd/4.0/ (vor)
- Funders
- National Natural Science Foundation of China (71704018)
- Key Project of Social Science Foundation of Ministry of Education, China (18JZD047)
- Fundamental Research Funds for the Central Universities of China (DUT18RC(4)022, 63192402)
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- Li, Y., & Shang, H. (2020). Service quality, perceived value, and citizens’ continuous-use intention regarding e-government: Empirical evidence from China. Information & Management. https://doi.org/10.1016/j.im.2019.103197
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
