European Conference on Information Systems ( ECIS ) Summer 10-6-2011 IT QUALITY AND EGOVERNMENT NET BENEFITS : A CITIZEN PERSPECTIVE

The ultimate question about the success of eGovernment depends on how citizens perceive its value. Understanding success in Information Systems (IS) is however a complex challenge made more difficult when set in the public sector environment. While private sector studies may focus on profitability efficiency, quality and reliability, public sector evaluation must combine these concerns with accountability, citizen trust and the creation of public value. This research adopts the Public Value approach to provide the first empirical assessment of eGovernment success from a citizen perspective. It is also the first study to identify the important IT Quality dimensions that have a positive impact on success. This paper identifies the specific constructs within Information, System and Service Quality that predict citizen value perceptions. This level of granularity provides an important contribution in advancing a deeper understanding of the dynamics of eGovernment success. The novel environment of Web 2.0 in eGovernment is also explored, resulting in new findings that define what citizens’ value in this mode of interaction. This research therefore contributes to the body of knowledge by increasing our understanding of what citizens’ value in eGovernment services and what aspects of IT Quality influence eGovernment success.

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