Access the full text.
Sign up today, get DeepDyve free for 14 days.
Loading next page...
/lp/inderscience-publishers/comparing-determinants-of-website-satisfaction-and-loyalty-across-the-lrbU9FnkDe
References (63)
-
L. Torres, V. Pina, Basilio Acerete (2005)
E-government developments on delivering public services among EU citiesGov. Inf. Q., 22
-
Craig Enders, D. Bandalos (2001)
The Relative Performance of Full Information Maximum Likelihood Estimation for Missing Data in Structural Equation ModelsStructural Equation Modeling: A Multidisciplinary Journal, 8
-
M. Zairi (1998)
Benchmarking For Best Practice -
A. Kolsaker, L. Lee-Kelley (2006)
Citizen-centric e-government: a critique of the UK ModelElectron. Gov. an Int. J., 3
-
Linda Kaboolian (1998)
The New Public Management: Challenging the Boundaries of the Management vs. Administration DebatePublic Administration Review, 58
-
C. Fornell, Sunil Mithas, Forrest Morgeson, M. Krishnan (2006)
Customer Satisfaction and Stock Prices: High Returns, Low Risk:Journal of Marketing, 70
-
Alastair Smith (2001)
Applying evaluation criteria to New Zealand government websitesInt. J. Inf. Manag., 21
-
Patricia Keehley, Steven Medlin, S. MacBride (1996)
Benchmarking for Best Practices in the Public Sector: Achieving Performance Breakthroughs in Federal, State, and Local Agencies -
(2003)
State and local e-government: prospects and challenges -
(2006)
Government sites realize less is more', FCW.com, Obtained through the Internet: http://fcw.com/articles/2006/04/26/government-sites-realize-less-is-more -
Kathleen Seiders, Glenn Voss, Dhruv Grewal, A. Godfrey (2005)
Do Satisfied Customers Buy More? Examining Moderating Influences in a Retailing ContextJournal of Marketing, 69
-
Sunil Mithas, Narayan Ramasubbu, M. Krishnan, C. Fornell (2006)
Designing Web Sites for Customer Loyalty Across Business Domains: A Multilevel AnalysisJournal of Management Information Systems, 23
-
C. Fornell, Sunil Mithas, Forrest Morgeson (2009)
The statistical significance of portfolio returnsInternational Journal of Research in Marketing, 26
-
Craig Enders (2001)
The Performance of the Full Information Maximum Likelihood Estimator in Multiple Regression Models with Missing DataEducational and Psychological Measurement, 61
-
Morgeson Appendix: Zero-order correlation matrices (continued) -
J. Roy (2003)
Introduction: E-governmentSocial Science Computer Review, 21
-
A. Parasuraman, L. Berry, V. Zeithaml (1991)
Refinement and reassessment of the SERVQUAL scale.Journal of Retailing
-
T. Poister, Gregory Streib (1999)
Performance Measurement in Municipal Government: Assessing the State of the PracticePublic Administration Review, 59
-
Tobias Escher, H. Margetts (2007)
Understanding Governments and Citizens On-line: Learning from E-commerce -
David Szymanski, D. Henard (2001)
Customer satisfaction: A meta-analysis of the empirical evidenceJournal of the Academy of Marketing Science, 29
-
M. Sagheb-Tehrani (2010)
A model of successful factors towards e-government implementationElectron. Gov. an Int. J., 7
-
J. Reynoso (2010)
Satisfaction: A Behavioral Perspective on the ConsumerJournal of Service Management, 21
-
(2002)
President Signs E-Government Act: Statement by the President, Obtained through the Internet: http://georgewbush-whitehouse.archives.gov/news/releases -
J. Bertot, P. Jaeger (2006)
User-centered e-government: Challenges and benefits for government Web sitesGov. Inf. Q., 23
-
(2006)
Federal IT Flunks Out, CIO.com, Obtained through the Internet: http://www.cio.com/article -
(2007)
Global E-Government Obtained through the internet -
(2008)
American Customer Satisfaction Index Methodology Report, American Society for Quality, Milwaukee, WI -
(2006)
AMOS 7.0 User's Guide -
Louis Schwartz, A. Hirschman (1972)
Exit, Voice, and Loyalty: Responses to Decline in Firms, Organizations, and StatesUniversity of Pennsylvania Law Review, 120
-
(2004)
Report on the Establishment of a Governmentwide Information Technology Training Program, Submitted to the House Committee on Government Reform -
H. Scholl (2006)
What can e-Commerce and e-Government learn from each other? -
C. Fornell, D. Larcker (1981)
Evaluating structural equation models with unobservable variables and measurement error.Journal of Marketing Research, 18
-
Sunil Mithas, M. Krishnan, C. Fornell (2005)
Why Do Customer Relationship Management Applications Affect Customer Satisfaction?Journal of Marketing, 69
-
(2001)
The Politics of Bureaucracy, Routledge, London -
Forrest Morgeson, Sunil Mithas (2009)
Does E‐Government Measure Up to E‐Business? Comparing End User Perceptions of U.S. Federal Government and E‐Business Web SitesPublic Administration Review, 69
-
R. Oliver (1980)
A Cognitive Model of the Antecedents and Consequences of Satisfaction DecisionsJournal of Marketing Research, 17
-
J. Thomas, Gregory Streib (2003)
The New Face of Government: Citizen-Initiated Contacts in the Era of E-GovernmentJournal of Public Administration Research and Theory, 13
-
O. James (2007)
Evaluating the Expectations Disconfirmation and Expectations Anchoring Approaches to Citizen Satisfaction with Local Public ServicesJournal of Public Administration Research and Theory, 19
-
J. Choudrie, G. Ghinea (2005)
Integrated views of e-government website usability: perspectives from users and web diagnostic toolsElectron. Gov. an Int. J., 2
-
J. Lane (2000)
New public management -
Eleanor Loiacono-Mello, R. Watson, D. Goodhue (2007)
WebQual: An Instrument for Consumer Evaluation of Web SitesInternational Journal of Electronic Commerce, 11
-
D. Kettl (2000)
The Global Public Management Revolution: A Report on the Transformation of Governance -
(1999)
Running government like a business: implications for public administration theory and practice -
A. Chadwick, C. May (2003)
Interaction between States and Citizens in the Age of the Internet: “e-Government” in the United States, Britain, and the European UnionGovernance, 16
-
L. Jones, T. Fred (2000)
Public Management: Institutional Renewal for the Twenty-First Century -
M. Gascó (2003)
New Technologies and Institutional Change in Public AdministrationSocial Science Computer Review, 21
-
T. Poister, G. Henry (1994)
Citizen Ratings of Public and Private Service Quality: A Comparative PerspectivePublic Administration Review, 54
-
Michael Masters (2008)
Committee on Homeland Security and Governmental Affairs -
F. Piller, R. Reichwald, Kathrin Möslein (2000)
MASS CUSTOMIZATION BASED E-BUSINESS STRATEGIES -
G. Ryzin, Douglas Muzzio, S. Immerwahr, Lisa Gulick, E. Martinez (2004)
Drivers and Consequences of Citizen Satisfaction: An Application of the American Customer Satisfaction Index Model to New York CityPublic Administration Review, 64
-
E. Anderson, C. Fornell, Sanal Mazvancheryl (2004)
Customer Satisfaction and Shareholder ValueJournal of Marketing, 68
-
Samer Mofleh, M. Wanous, P. Strachan (2009)
Understanding national e-government: the role of central governmentElectron. Gov. an Int. J., 6
-
Patrick Dunleavy, H. Margetts, Simon Bastow, J. Tinkler (2005)
New public management is dead. Long live digital-era governanceJournal of Public Administration Research and Theory, 16
-
A. Kouzmin, E. Löffler, H. Klages, N. Korac-Kakabadse (1999)
Benchmarking and performance measurement in public sectorsInternational Journal of Public Sector Management, 12
-
C. Fornell, Michael Johnson, E. Anderson, Jaesung Cha, B. Bryant (1996)
The American Customer Satisfaction Index: Nature, Purpose, and FindingsJournal of Marketing, 60
-
(2007)
Obtained through the internet: http://www.insidepolitics.org/egovt07int.pdf [accessed 6/24/2009 -
D. Osborne, T. Gaebler (1992)
Reinventing government: How the entrepreneurial spirit is transforming government. -
Heejun Park, S. Baek (2007)
Measuring Service Quality of Online Bookstores with WebQual -
C. Fornell, Forrest Morgeson (2009)
The Economic and Statistical Significance of Stock Returns on Customer Satisfaction -
(2009)
Business process management software gains traction in government', GovTech.com, Obtained through the Internet: http://www.govtech.com/pcio/articles -
Edward Bowden, S. Douglas, C. Stanford (1989)
Testing the Principle of Orthogonality in Language Design (Abstract Only)Hum. Comput. Interact., 4
-
B. Stahl (2005)
The ethical problem of framing e-government in terms of e-commerce. -
(2002)
E-Government Act, Pub. L. No. 107-347, 116 Stat. 2899, Available from http://www.archives.gov/about/laws/egov-act-section-207
- Publisher
- Inderscience Publishers
- Copyright
- Copyright © Inderscience Enterprises Ltd. All rights reserved
- ISSN
- 1740-7494
- eISSN
- 1740-7508
- DOI
- 10.1504/EG.2011.039835
- Publisher site
- See Article on Publisher Site
Abstract
Do the same website qualities determine end-user satisfaction – and through satisfaction, consumer loyalty – across the e-government and e-business domains, or do these different groups of consumers seek different things? This question is an important one, as considerable pressure is currently being placed on e-government to improve by better emulating the private sector, while at the same time almost no research has examined the similarities of these two domains from the consumers' perspective. Using a sample of survey responses from end users of e-business and e-government websites, data from the American Customer Satisfaction Index (ACSI), this study uses structural equation modelling to compare determinants and outcomes of satisfaction across these domains. Results from the models show that while some similarities do exist, for e-business users, satisfaction is predominantly a function of the 'personalisability' of the website, while satisfaction with e-government is determined more equally by the various predictors. We discuss the implications of these and other findings to the proposed private sector-driven transformation of e-government.
Journal
Electronic Government, an International Journal – Inderscience Publishers
Published: Jan 1, 2011