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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
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    References listed on IDEAS

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