IDEAS home Printed from https://ideas.repec.org/a/spr/irpnmk/v14y2017i2d10.1007_s12208-016-0164-9.html
   My bibliography  Save this article

E-government: a citizen relationship marketing analysis (IRPN-D-16-00005)

Author

Listed:
  • Bernd W. Wirtz

    (German University of Administrative Sciences Speyer)

  • Linda Mory

    (German Research Institute for Public Administration Speyer)

  • Robert Piehler

    (German Research Institute for Public Administration Speyer)

  • Peter Daiser

    (German University of Administrative Sciences Speyer)

Abstract

Local e-government portals have become a vital interface between citizens and public administration. Today, they are an integral part of modern public service provision and an important channel for citizen relationship marketing since they represent regularly visited points of contact. Nonetheless, there is a lack of related multivariate empirical research, especially in terms of integrated e-government success. Therefore, this contribution focuses on the issue of citizen relationship marketing oriented success factors for e-government from a provider-perspective. Based on the DeLone & McLean information systems success model, the resource-based view, and information control theory, three relevant success factors (information management, service management, and interaction management) are empirically tested in a research model. Finally, the study presents clear findings to academics and professionals and provides straightforward recommendations for the improvement of e-government portals in terms of information, service, and interaction management.

Suggested Citation

  • Bernd W. Wirtz & Linda Mory & Robert Piehler & Peter Daiser, 2017. "E-government: a citizen relationship marketing analysis (IRPN-D-16-00005)," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 14(2), pages 149-178, June.
  • Handle: RePEc:spr:irpnmk:v:14:y:2017:i:2:d:10.1007_s12208-016-0164-9
    DOI: 10.1007/s12208-016-0164-9
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s12208-016-0164-9
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.

    File URL: https://libkey.io/10.1007/s12208-016-0164-9?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Kevin Zhu & Kenneth L. Kraemer, 2005. "Post-Adoption Variations in Usage and Value of E-Business by Organizations: Cross-Country Evidence from the Retail Industry," Information Systems Research, INFORMS, vol. 16(1), pages 61-84, March.
    2. Armstrong, J. Scott & Overton, Terry S., 1977. "Estimating Nonresponse Bias in Mail Surveys," MPRA Paper 81694, University Library of Munich, Germany.
    3. William H. DeLone & Ephraim R. McLean, 1992. "Information Systems Success: The Quest for the Dependent Variable," Information Systems Research, INFORMS, vol. 3(1), pages 60-95, March.
    4. Quaddus, Mohammed & Achjari, Didi, 0. "A model for electronic commerce success," Telecommunications Policy, Elsevier, vol. 29(2-3), pages 127-152, March.
    5. Ariely, Dan, 2000. "Controlling the Information Flow: Effects on Consumers' Decision Making and Preferences," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 27(2), pages 233-248, September.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Algharabat, Raed & Abdallah Alalwan, Ali & Rana, Nripendra P. & Dwivedi, Yogesh K., 2017. "Three dimensional product presentation quality antecedents and their consequences for online retailers: The moderating role of virtual product experience," Journal of Retailing and Consumer Services, Elsevier, vol. 36(C), pages 203-217.
    2. Joseph K. Nwankpa & Jeffrey W. Merhout, 2020. "Exploring the Effect of Digital Investment on IT Innovation," Sustainability, MDPI, vol. 12(18), pages 1-26, September.
    3. Dehghani, Milad & William Kennedy, Ryan & Mashatan, Atefeh & Rese, Alexandra & Karavidas, Dionysios, 2022. "High interest, low adoption. A mixed-method investigation into the factors influencing organisational adoption of blockchain technology," Journal of Business Research, Elsevier, vol. 149(C), pages 393-411.
    4. Queiroz, Maciel M. & Fosso Wamba, Samuel, 2019. "Blockchain adoption challenges in supply chain: An empirical investigation of the main drivers in India and the USA," International Journal of Information Management, Elsevier, vol. 46(C), pages 70-82.
    5. Surajit Bag & Muhammad Sabbir Rahman & Susmi Routray & Santosh Kumar Shrivastav & Soni Agrawal, 2024. "Exploring the potential of blockchain‐enabled smart contracts for achieving net‐zero emissions: An empirical study," Business Strategy and the Environment, Wiley Blackwell, vol. 33(5), pages 3965-3985, July.
    6. Xin Lin & RunZe Wu & Yong-Taek Lim & Jieping Han & Shih-Chih Chen, 2019. "Understanding the Sustainable Usage Intention of Mobile Payment Technology in Korea: Cross-Countries Comparison of Chinese and Korean Users," Sustainability, MDPI, vol. 11(19), pages 1-23, October.
    7. Rui Bi & Robert M. Davison & Kosmas X. Smyrnios, 2017. "E-business and fast growth SMEs," Small Business Economics, Springer, vol. 48(3), pages 559-576, March.
    8. Arjan J. Frederiks & Sílvia Costa & Boudewijn Hulst & Aard J. Groen, 2024. "The early bird catches the worm: The role of regulatory uncertainty in early adoption of blockchain’s cryptocurrency by fintech ventures," Journal of Small Business Management, Taylor & Francis Journals, vol. 62(2), pages 790-823, March.
    9. Aboelmaged, Mohamed Gamal, 2014. "Predicting e-readiness at firm-level: An analysis of technological, organizational and environmental (TOE) effects on e-maintenance readiness in manufacturing firms," International Journal of Information Management, Elsevier, vol. 34(5), pages 639-651.
    10. Probir Kumar Banerjee & Louis C. Ma, 2012. "Routinisation of B2B E-commerce by small firms: A process perspective," Information Systems Frontiers, Springer, vol. 14(5), pages 1033-1046, December.
    11. Kim, Changsu & Oh, Eunhae & Shin, Namchul & Chae, Myungsin, 2009. "An empirical investigation of factors affecting ubiquitous computing use and U-business value," International Journal of Information Management, Elsevier, vol. 29(6), pages 436-448.
    12. Morteza Ghobakhloo & Sai Hong Tang, 2015. "Information system success among manufacturing SMEs: case of developing countries," Information Technology for Development, Taylor & Francis Journals, vol. 21(4), pages 573-600, October.
    13. Lingling Gao & Kerem Aksel Waechter, 2017. "Examining the role of initial trust in user adoption of mobile payment services: an empirical investigation," Information Systems Frontiers, Springer, vol. 19(3), pages 525-548, June.
    14. Wenjuan Xu & Peiyu Ou & Weiguo Fan, 2017. "Antecedents of ERP assimilation and its impact on ERP value: A TOE-based model and empirical test," Information Systems Frontiers, Springer, vol. 19(1), pages 13-30, February.
    15. Delgosha, Mohammad Soltani & Hajiheydari, Nastaran, 2020. "On-demand service platforms pro/anti adoption cognition: Examining the context-specific reasons," Journal of Business Research, Elsevier, vol. 121(C), pages 180-194.
    16. Nam, Dalwoo & Lee, Junyeong & Lee, Heeseok, 2019. "Business analytics use in CRM: A nomological net from IT competence to CRM performance," International Journal of Information Management, Elsevier, vol. 45(C), pages 233-245.
    17. Albayati, Hayder & Kim, Suk Kyoung & Rho, Jae Jeung, 2020. "Accepting financial transactions using blockchain technology and cryptocurrency: A customer perspective approach," Technology in Society, Elsevier, vol. 62(C).
    18. Farzana Sharmin & Mohammad Tipu Sultan & Daniel Badulescu & Alina Badulescu & Afrodita Borma & Benqian Li, 2021. "Sustainable Destination Marketing Ecosystem through Smartphone-Based Social Media: The Consumers’ Acceptance Perspective," Sustainability, MDPI, vol. 13(4), pages 1-24, February.
    19. Abdalwali Lutfi & Saleh Nafeth Alkelani & Malak Akif Al-Khasawneh & Ahmad Farhan Alshira’h & Malek Hamed Alshirah & Mohammed Amin Almaiah & Mahmaod Alrawad & Adi Alsyouf & Mohamed Saad & Nahla Ibrahim, 2022. "Influence of Digital Accounting System Usage on SMEs Performance: The Moderating Effect of COVID-19," Sustainability, MDPI, vol. 14(22), pages 1-23, November.
    20. Lingling Gao & Kerem Aksel Waechter, 0. "Examining the role of initial trust in user adoption of mobile payment services: an empirical investigation," Information Systems Frontiers, Springer, vol. 0, pages 1-24.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:irpnmk:v:14:y:2017:i:2:d:10.1007_s12208-016-0164-9. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.