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


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.



Publication type
Conference Paper

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