Unravelling (E-)Government Channel Selection: A Quantitative Analysis of Individual Customer Preferences in Germany and Australia

Plattfaut Ralf, Kohlborn Thomas, Hofmann Sara, Beverungen Daniel, Niehaves Björn, Räckers Michael, Becker Jörg


Zusammenfassung
The purpose of this study is to identify the impact of individual differences on service channel selection for e-government services. In a comparative survey of citizens in Germany and Australia (n=1205), we investigate the impact of age, gender, and mobility issues on the selection of personal or mobile communication as channels for service consumption. The results suggest that Australians are more likely to want to use new technology-oriented channels as internet or mobile applications while Germans tend to use classical channels as telephone or in person. Moreover, differences with respect to age, gender, and mobility exist. Implications for practice and issues for future research are discussed.



Publikationstyp
Aufsatz (Konferenz)

Begutachtet
Ja

Publikationsstatus
Veröffentlicht

Jahr
2013

Konferenz
46th Hawaii International Conference on System Sciences

Konferenzort
Maui, Hawaii, USA

Erste Seite
1983

Letzte Seite
1991

Sprache
Englisch

DOI