Channel integration in governmental service delivery: the effects on citizen behavior and perceptions

Willem Jan Pieterson, Marije Teerling

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

5 Citations (Scopus)

Abstract

Governmental agencies continuously work on the improvement of their service delivery through an array of channels. To improve service satisfaction and to reduce the cost of service delivery, channel integration gets more popular with governmental agencies. In a quasi experimental longitudinal field study, we assess how the integration of the telephone channels of three organizations affects citizens’ satisfaction with government service delivery. The results show that respondents are more positive about the integration of channels after the integration took place. Further, channel integration has a positive effect on citizens’ satisfaction, but does not seem to affect channel usage and channel perceptions.
Original languageEnglish
Title of host publicationElectronic Government: 8th International Conference, EGOV 2009, Linz, Austria, August 31 - September 3, 2009
EditorsMaria A. Wimmer, Hans J. Scholl, Marijn Janssen, Roland Traunmüller
Place of PublicationBerlin, Germany
PublisherSpringer
Pages222-233
Number of pages12
ISBN (Print)9783642035159
DOIs
Publication statusPublished - 31 Aug 2009
Event8th International Conference on Electronic Government, EGOV 2009 - Linz, Austria
Duration: 31 Aug 20093 Sep 2009
Conference number: 8

Publication series

NameLecture notes in computer science
PublisherSpringer
Volume5693
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

Conference

Conference8th International Conference on Electronic Government, EGOV 2009
Abbreviated titleEGOV
CountryAustria
CityLinz
Period31/08/093/09/09

Keywords

  • METIS-261995
  • IR-94544

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