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International Review on Public and Nonprofit Marketing

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01.11.2010 | Original Article

Providing online public services successfully: the role of confirmation of citizens’ expectations

verfasst von: Daniel Belanche, Luis V. Casaló, Carlos Flavián

Erschienen in: International Review on Public and Nonprofit Marketing | Ausgabe 2/2010

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Abstract

Satisfying consumer needs is a core principle of marketing. However, in the context of e-government initiatives (such as the provision of online public services), most studies up to now have focused on adoption models such as Technology Acceptance Model or Theory of Planned Behavior. To advance on this topic, in this work we analyze how confirmation of citizens’ expectations may influence citizens’ perceptions and behavioral intentions in the context of online public services. As well, due to its great influence on consumer behavior, we investigate some factors that may enhance citizens’ intention to recommend online public services. Data from 232 citizens reveal that confirmation of expectations and perceived usefulness effectively predicts citizen intention to use online public services. As well, positive word of mouth among citizens is positively affected by confirmation of expectations and intention to use these services. Finally, confirmation of expectations confirms its importance by influencing perceived usefulness too. All these findings allow us to establish interesting implications for the management of online public services.

Vorheriger Artikel Factor analysis for an institutional image instrument

Nächster Artikel Blind people’s association

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Considering a minimum value of .3 (Nurosis 1993).

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The weak convergence criterion, which means eliminating indicators that do not show significant factor regression coefficients (t student >2.58; p = .01).
The strong convergence criterion, which involves eliminating non-substantial indicators; that is, those whose standardized coefficients are lower than.5.
According to the suggestion of Jöreskog and Sörbom, we also eliminated the indicators that least contribute to the explanation of the model, taking R² < .3 as a cut-off point.

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Titel: Providing online public services successfully: the role of confirmation of citizens’ expectations
verfasst von: Daniel Belanche
Luis V. Casaló
Carlos Flavián
Publikationsdatum: 01.11.2010
Verlag: Springer-Verlag
Erschienen in: International Review on Public and Nonprofit Marketing / Ausgabe 2/2010
Print ISSN: 1865-1984
Elektronische ISSN: 1865-1992
DOI: https://doi.org/10.1007/s12208-010-0058-1

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