Unravelling (E-)Government Channel Selection: A Quantitative Analysis of Individual Customer Preferences in Germany and Australia
Abstract
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.
Cite as
Plattfaut, R., Kohlborn, T., Hofmann, S., Beverungen, D., Niehaves, B., Räckers, M., & Becker, J. (2013). Unravelling (E-)Government Channel Selection: A Quantitative Analysis of Individual Customer Preferences in Germany and Australia. In Proceedings of the 46th Hawaii International Conference on System Sciences, Maui, Hawaii, USA, 1983–1991.Details
Publication type
Research article in proceedings (conference)
Peer reviewed
Yes
Publication status
Published
Year
2013
Conference
46th Hawaii International Conference on System Sciences
Venue
Maui, Hawaii, USA
Start page
1983
End page
1991
Language
English
DOI