E-government quality from the citizen's perspective: the role of perceived factors, demographic variables and the digital divide

• Date: 19 January 2024
• Pages: 232-254
• DOI: https://doi.org/10.1108/IJPSM-07-2023-0229
• Published date: 19 January 2024
• Subject Matter: Public policy & environmental management,Politics,Public adminstration & management
• Author: Zoi Patergiannaki,Yannis A. Pollalis

E-government quality from the

citizen’s perspective: the role of

perceived factors, demographic

variables and the digital divide

Zoi Patergiannaki and Yannis A. Pollalis

Department of Economics, School of Economics Business and International Studies,

University of Piraeus, Piraeus, Greece

Abstract

Purpose –Governments globally are adopting e-Government services to streamline administrative processes

and meet citizens’expectations. This study investigates e-Government service quality from citizens’

perspectives in 50 Greek municipalities, using the technology acceptance model (TAM) and cognitive theory.

Design/methodology/approach –The data from 707 respondents across 50 Greek municipalities are

analyzed using structural equation modeling (SEM), ANOVA and moderation analysis. The study assesses the

relationships between key factors and citizens’intentions to use e-Government services, examining the impact

of demographics and the digital divide.

Findings –The study reveals that perceived attractiveness (PA), perceived usefulness (PU), perceived ease of

use (PEOU) and awareness (AWA) significantly influence citizens’behavioral intentions (BINTs) toward

municipal e-Government services. Interestingly, PEOU negatively impacts users’intentions, suggesting

dissatisfaction with portal attractiveness and utility. The study explores the influence of demographic

variables and the digital divide on citizens’BINTs, highlighting economic activity and income as crucial

determinants.

Practical implications –The study emphasizes the significance of user-friendly design, PU, PEOU and

AWA campaigns for the development of effective e-Government platforms. Strategies to address the digital

divide and promote citizen engagement are essential for enhancing user experience, service utility and AWA,

ultimately fostering a positive attitude toward e-Government.

Social implications –Addressing demographic differences ensures inclusive e-Government systems, while

bridging the digital divide promotes equitable service delivery and citizen engagement.

Originality/value –This research provides insights into factors influencing citizens’BINTs toward

e-Government services. The study’s examination of demographic attributes and the digital divide enhances

understanding, contributing to the development of citizen-centric e-Government services and supporting

inclusive digital transformations.

Keywords Total quality management, Digitalization, Technology acceptance model, E-governance

Paper type Research paper

1. Introduction

In the realm of global governance, the citizen’s perspective holds paramount importance for

the development of e-Government services. As nations harness advanced technologies to

deliver superior e-Government services, the focus on citizen-centric strategies becomes

pivotal. This shift, facilitated by novel technologies and evolving organizational cultures,

emphasizes open standards, platform-centric solutions and agile development methods

(Schmidthuber et al., 2019). E-government, as a catalyst for improved government-to-citizen

interactions, plays a vital role in fostering public value (Valle-Cruz, 2019).

Extensive research underscores theimportance of addressing citizens’needs to bridge the

perceptualgap between available e-Governmentservices and citizen expectations(Al Athmay

et al., 2016). Prioritizing genuine citizen requirements is pivotal for enhancing e-Government

services (Al Athmay et al., 2016). Factors such as perceived attractiveness (PA), perceived

usefulness (PU), perceived ease of use (PEOU) and awareness (AWA) have been studied in

IJPSM

37,2

232

The current issue and full text archive of this journal is available on Emerald Insight at:

https://www.emerald.com/insight/0951-3558.htm

Received 24 July 2023

Revised 4 September 2023

27 October 2023

26 December 2023

Accepted 28 December 2023

International Journal of Public

Sector Management

Vol. 37 No. 2, 2024

pp. 232-254

© Emerald Publishing Limited

0951-3558

DOI 10.1108/IJPSM-07-2023-0229

relation to the quality and acceptance of e-Government services, with demographics and the

digital divide emerging as significant influencers shaping quality perceptions.

This research endeavors to contribute insights by employing the technology acceptance

model (TAM) and cognitive theory to comprehend e-Government service quality from

citizens’perspectives. By incorporating moderating factors and considering the digital

divide, this study aims to provide a distinctive understanding of the phenomenon. The

examination of 50 Greek municipalities serves as a focal point, offering nuanced insights into

their e-Government initiatives and challenges, contributing to both scholarly knowledge and

practical implementations.

Greek municipalities present a varied landscape concerning e-Government services, as

demonstrated by Panayiotou and Stavrou (2019) using the PROMETHEE II method,

showcasing differing maturity levels in electronic service offerings. Larger municipalities

exhibit higher maturity levels, while smaller ones primarily provide informational content

(Panayiotou and Stavrou, 2019). This aligns with Greece’s challenges in digital readiness,

highlighted in global reports (Schwab and Zahidi, 2020). However, Greece’s position in the UN

e-Government Development Index offers a multifaceted view of its e-Government scenario

(United Nations, 2020). The unique Mediterranean welfare system further influences public

trust and engagement in e-Government efforts (Mar



ı-Klose and Moreno-Fuentes, 2013).

Navigating this intricate backdrop, Patergiannaki and Pollalis (2022) elucidated the

trajectory of e-Government efforts in Greek municipalities, revealing a deficit in key

functionalities despite digital transformation initiatives. Inconsistent service offerings and

portal performance issues have been observed (Patergiannaki et al., 2020;Patergiannaki and

Pollalis, 2023) Considering this context, our study delves into the e-Government service

quality and user satisfaction (US) across 50 Greek municipalities, emphasizing informational

services. Utilizing the TAM framework, along with moderating factors and the digital divide,

our research aims to yield insights for theoretical growth and actionable recommendations

for refined, citizen-focused e-Government services. Two key research questions guide this

exploration: (1) How do Greek municipalities perform in terms of e-Government perceived

quality? And (2) what factors influence e-Government perceived quality?

The paper proceeds as follows: The “Literature Review”section synthesizes diverse

models and methodologies, laying the groundwork for the TAM-oriented approach. The

“Methodology”section provides insights into the research design, including sampling

strategies, data collection protocols, questionnaire structure and model validation. The

“Findings”section presents insights extracted from the analysis, while the “Discussion”

section interprets the implications of these findings. Finally, the “Conclusion”section

summarizes contributions, acknowledges inherent limitations and charts pathways for

prospective research.

2. Literature review

The evolution of digital services and the advent of digital public management signify a shift

from conventional governmental IT models. Concepts such as “agile,”“platform,”and “user

experience”have emerged, paving the way for advanced e-services (Tan et al., 2013;

Patergiannaki and Pollalis, 2023;Clarke, 2020). E-services, as an amalgamation of service,

electronic intermediation and public facets, align with the need for efficient, user-centric

e-Government platforms. E-government service quality dimensions comprise various

elements essential for the proficient delivery of public services (Baker, 2009;Lindgren and

Jansson, 2013;Li and Shang, 2020).

From a Public Management Theoretical perspective, the transition to digital governance

embodies New Public Management principles, emphasizing efficiency and public sector

service orientation (Schellong and Mans, 2004;Wirtz and Kurtz, 2016;Marienfeldt, 2021).

E-government

quality

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