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The Impact of End-user Characteristics on End-users’ Experience of e-Government Services for the General Public

The Impact of End-user Characteristics on End-users’ Experience of e-Government Services for the General Public

Category
Academic chapter/article/Conference paper
Abstract
The success of e-Government services for the general public depends to a large extent on end-users’ subjective experience of the service. End-users’ experience clearly depends on the quality of the service, but end-users’ experience may also depend on characteristics in the end-user population. The possible impact of end-user characteristics on experience of e-Government services was investigated on basis of the results of an online survey with 655 respondents. The survey was designed to measure end-users’ experience of Norwegian e-Government services. The results show that end-user characteristics have a small but significant impact on experience. End-user characteristics related to e-Government service use, general Internet behavior and education seem to be better predictors of their experience than age and gender.
Language
English
Affiliation
  • SINTEF Digital / Software and Service Innovation
Year
Publisher
IADIS Press
Book
Proceedings of IADIS International Conference of e-Society 2008
ISBN
9789728924553
Page(s)
9 - 15