Citizens and Service Channels

2010 ◽  
Vol 6 (2) ◽  
pp. 37-53 ◽  
Author(s):  
Willem Pieterson
Keyword(s):  
Service Delivery ◽  
Citizen Satisfaction ◽  
Governmental Agencies ◽  
Huge Impact ◽  
Marketing Activities ◽  
Additional Costs ◽  
Service Strategies ◽  
Service Channels ◽  
Channel Service ◽  
Electronic Channels

The arrival of electronic channels in the 1990s has had a huge impact on governmental service delivery. The new channels have led to many new opportunities to improve public service delivery, not only in terms of citizen satisfaction, but also in cost reduction for governmental agencies. However, until now these promises of e-government have not been met. In general the use of the traditional channels remains high and the costs of introducing and maintaining the electronic channels have merely been additional costs. These observations call for a deeper understanding of the behavior of citizens. Why do citizens choose the channels they use to obtain services? Furthermore, how should knowledge about these behaviors be used to improve governmental multi-channel service strategies and marketing activities? In this article, citizens’ channel behavior will be analyzed while channel usage will be discussed. The authors will explore the channel choices of citizens and further converse on how these findings may help in improving channel strategies and marketing and thus help in improving citizen satisfaction and reduce cost of governmental service delivery.

Citizens and Service Channels

2010 ◽  
pp. 250-267
Author(s):  
Willem Pieterson
Keyword(s):  
Service Delivery ◽  
Citizen Satisfaction ◽  
Governmental Agencies ◽  
Huge Impact ◽  
Marketing Activities ◽  
Additional Costs ◽  
Service Strategies ◽  
Service Channels ◽  
Channel Service ◽  
Electronic Channels

The arrival of the electronic channels in the 1990s has had a huge impact on governmental service delivery. The new channels have led to many new opportunities to improve public service delivery, not only in terms of citizen satisfaction, but also in terms of cost reduction for governmental agencies. However, until now these promises of e-government have not been met. Surely, the usage of the electronic channels has skyrocketed in recent years and some organizations do witness cost reductions, but in general the usage of the traditional channels remains high and the costs of introducing and maintaining the electronic channels have merely been additional costs. These observations call for a deeper understanding of the behavior of citizens. Why do citizens choose the channels they use to obtain services? Furthermore, how should knowledge about these behaviors be used to improve governmental multi-channel service strategies and marketing activities? In this chapter the authors will analyze citizens’ channel behavior. They will discuss channel usage and explore the channel choices of citizens. Further, the authors will discuss how these findings may help in improving channel strategies and marketing and thus help in improving citizen satisfaction and reduce cost of governmental service delivery.

Citizens and Service Channels

2012 ◽  
pp. 143-159
Author(s):  
Willem Pieterson
Keyword(s):  
Service Delivery ◽  
Citizen Satisfaction ◽  
Governmental Agencies ◽  
Huge Impact ◽  
Marketing Activities ◽  
Additional Costs ◽  
Service Strategies ◽  
Service Channels ◽  
Channel Service ◽  
Electronic Channels

The arrival of electronic channels in the 1990s has had a huge impact on governmental service delivery. The new channels have led to many new opportunities to improve public service delivery, not only in terms of citizen satisfaction, but also in cost reduction for governmental agencies. However, until now these promises of e-government have not been met. In general the use of the traditional channels remains high and the costs of introducing and maintaining the electronic channels have merely been additional costs. These observations call for a deeper understanding of the behavior of citizens. Why do citizens choose the channels they use to obtain services? Furthermore, how should knowledge about these behaviors be used to improve governmental multi-channel service strategies and marketing activities? In this article, citizens’ channel behavior will be analyzed while channel usage will be discussed. The authors will explore the channel choices of citizens and further converse on how these findings may help in improving channel strategies and marketing and thus help in improving citizen satisfaction and reduce cost of governmental service delivery.

scholarly journals Citizen Awareness and Satisfaction Survey: The Case of Tumauini, Isabela Philippines

2021 ◽  
Vol 58 (1) ◽  
pp. 5478-5487
Author(s):  
Renejoy M. Bulos
Keyword(s):  
Local Government ◽  
Service Delivery ◽  
Local Governments ◽  
The Philippines ◽  
Public Works ◽  
Face To Face ◽  
Citizen Satisfaction ◽  
Satisfaction Index ◽  
The People ◽  
Multi Stage

Local governments in the Philippines are the nearest service units to its citizens. They are expected to deliver quality services to their constituents. As recipients of the different services, citizens are deemed in better position to assess whether quality services are delivered by the different municipalities in the country. In order to address the need to gather citizens’ feedback on the service delivery performance of the local government units (LGU), the Department of Interior and Local Government developed the Citizen Satisfaction Index System (CSIS). The municipality of Tumauini in the province of Isabela is one of the selected LGUs to implement the CSIS project in the country to measure its performance in service delivery for 2018. This study assessed the awareness and satisfaction of the people in Tumauini, Isabela on the services for Public Works and Infrastructure delivered by the LGU. There were 150 respondents selected using the multi-stage probability sampling method. In gathering the data needed, face to face interview was used with the aid of survey questionnaire. Overall, results revealed that citizens of Tumauini are aware and satisfied with the different service indicators of the Public Works and Infrastructure programs. Results of the study may help local government officials in crafting policies and making management decisions to improve the performance of the local government of Tumauini in the provision and delivery of Public Works and Infrastructure services to its constituents.

scholarly journals An Investigation into Organisational Learning by Public Officials Creating and Maintaining Multi-Channel Service Delivery Information Systems in the New Zealand Public Sector

2021 ◽  
Author(s):  
◽  
Allan John Sylvester
Keyword(s):  
Information Systems ◽  
New Zealand ◽  
Public Sector ◽  
Service Delivery ◽  
Organisational Learning ◽  
Learning Mechanisms ◽  
Public Officials ◽  
Service Delivery Systems ◽  
Multiple Case ◽  
Channel Service

<p>Public sector organisations in New Zealand increasingly use multi-channel service delivery strategies to achieve better, faster and cheaper services to citizens. Within these organisations, public sector officials envision, define and implement complex service delivery information systems. This study examines the organisational learning mechanisms that those officials use. This provides a deeper insight into the role that organisational learning plays in multi-channel service delivery systems definition in the context of the New Zealand Public Sector. A constructionist multiple-case study was undertaken with twenty nine officials from six public sector agencies that explores and characterises the learning mechanisms and knowledge transfer mechanisms that they use to understand and deliver services via physical and virtual channels. In addition, the research led to the development of a candidate conceptual model that integrates organisational learning, information systems and the unique organisational aspects of public sector service delivery.</p>

scholarly journals An Investigation into Organisational Learning by Public Officials Creating and Maintaining Multi-Channel Service Delivery Information Systems in the New Zealand Public Sector

2021 ◽  
Author(s):  
◽  
Allan John Sylvester
Keyword(s):  
Information Systems ◽  
New Zealand ◽  
Public Sector ◽  
Service Delivery ◽  
Organisational Learning ◽  
Learning Mechanisms ◽  
Public Officials ◽  
Service Delivery Systems ◽  
Multiple Case ◽  
Channel Service

<p><b>Public sector organisations in New Zealand increasingly use multi-channel service delivery strategies to achieve better, faster and cheaper services to citizens. Within these organisations, public sector officials envision, define and implement complex service delivery information systems. This study examines the organisational learning mechanisms that those officials use. This provides a deeper insight into the role that organisational learning plays in multi-channel service delivery systems definition in the context of the New Zealand Public Sector.</b></p> <p>A constructionist multiple-case study was undertaken with twenty nine officials from six public sector agencies that explores and characterises the learning mechanisms and knowledge transfer mechanisms that they use to understand and deliver services via physical and virtual channels. In addition, the research led to the development of a candidate conceptual model that integrates organisational learning, information systems and the unique organisational aspects of public sector service delivery.</p>

scholarly journals Comparison of Perceived Interactivity Measures of Actual Websites Interactivity

2017 ◽  
Vol 13 (1) ◽  
Author(s):  
Velimir Štavljanin ◽  
Milica Jevremović
Keyword(s):  
Digital Marketing ◽  
Experimental Setting ◽  
Perceived Interactivity ◽  
The Face ◽  
Huge Impact ◽  
Marketing Activities ◽  
Almost All ◽  
Better Than

Interactivity is a concept of enormous importance for digital marketing. It was recognized as a key feature of website, a hub of all digital marketing activities. But, almost all interactivity measures were conceptualized one or two decades ago. In the meantime, technological novelties changed the face of websites. Also, a number of interactivity features increased exponentially. Those changes had a huge impact on practice and could influence user’s perception of interactivity. Aim of this paper is to explore whether several selected existing measures of perceived interactivity could cope with those changes. Paper reports a study in which two websites of low and high interactivity were developed and in an experimental setting as stimuli used to test three perceived interactivity measures. Results show that all measures estimated perceived interactivity of a high interactivity website better than of a low interactivity website. Also, results show that particular dimensions of a model could be used to estimate overall interactivity.

Managing Interactional Performance in E-Government

2012 ◽  
pp. 167-186 ◽  
Author(s):  
Françoise Simon
Keyword(s):  
Conceptual Framework ◽  
Electronic Communication ◽  
Social Cues ◽  
Media Richness ◽  
Key Factors ◽  
Perceived Justice ◽  
Governmental Agencies ◽  
Traditional Service ◽  
Media Preferences ◽  
Service Channels

Currently, citizen-users show a noticeable preference for in-person communication, over Internet-based delivery channels. As a result, governmental agencies still face high numbers of contacts via more traditional service channels such as phone and desk. This chapter deals with the issue of interactional performance in public e-service delivery. It offers a conceptual framework built on the literature of media choice and the theory of perceived justice. As such, it examines the interplay of service complexity, media richness, and social cues on individual media preferences. In addition, it presents key factors which lead citizen-users to the perception of a sense of equity through electronic communication. Finally, this chapter concludes by highlighting a number of possible directions for future action.

E-Learning Service Delivery Quality

2013 ◽  
pp. 89-127 ◽  
Author(s):  
Ahmed Younis Alsabawy ◽  
Aileen Cater-Steel ◽  
Jeffrey Soar
Keyword(s):  
Service Delivery ◽  
User Satisfaction ◽  
Structural Equation ◽  
Critical Role ◽  
Learning Systems ◽  
Equation Modeling ◽  
Educational Institutions ◽  
E Learning ◽  
Electronic Channels

E-learning systems have received considerable attention from researchers, educational institutions, and organisations for their anticipated benefits. The objective of e-learning systems is to provide students with educational services via electronic channels. User dissatisfaction is considered the main issue facing universities in regards to e-learning systems. Service Delivery Quality (SDQ) can be deemed an essential concern for management and customers. This research investigates the role of SDQ on user satisfaction on two levels: the effect of SDQ on user satisfaction, and the effect of each sub-dimension of SDQ on user satisfaction. This paper reports on a study which surveyed 720 external students at an Australian university. The findings highlight the critical role of SDQ on user satisfaction. Based on the results of structural equation modeling and content analysis, a set of recommendations was formulated. The aim was to help improve service delivery quality, user satisfaction, and greater overall success of e-learning systems.

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