| E-government research has been practical and utilitarian, lacking theoretical concerns. Based on the literature of customer satisfaction with private-sector services, citizen/user satisfaction with public services, and information systems management, this study systematically investigates the following factors and their effects on citizen satisfaction with e-government: e-government use, perceived performance, expectations prior to use, disconfirmed expectations, and procedural justice. In contrast to previous scholarly works that narrowly focus on government websites, this study understands e-government from a multiple-channel and multiple-application perspective. Therefore, this study explores the satisfaction determination process in three areas of e-government applications: e-information (seeking online information), e-transaction (conducting online transactions), and e-participation (engaging in online participation). A relevant research topic this study aims to examine is whether the determinants constantly apply across different e-government applications. Theoretical and practical implications are discussed based on the findings. This study intends to make a contribution to building a more citizen-centric e-government. As both online and offline public services coexist today, this study may also facilitate an integrative understanding of citizen satisfaction formation with public-sector services. |
