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

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 m...

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Bibliographic Details
Published in2013 46th Hawaii International Conference on System Sciences pp. 1983 - 1991
Main Authors Plattfaut, Ralf, Kohlborn, Thomas, Hofmann, Sara, Beverungen, Daniel, Niehaves, Bjoern, Räckers, Michael, Becker, Jörg
Format Conference Proceeding
LanguageEnglish
Published IEEE 01.01.2013
Subjects
Australia
channel selection
e-government
Electronic government
Germany
Internet
Mobile communication
Mobile handsets
Senior citizens
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Summary: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.
ISBN:9781467359337
1467359335
ISSN:1530-1605
2572-6862
DOI:10.1109/HICSS.2013.585