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, Bjoern, Räckers, Michael, & Becker, Becker (2013) Unravelling (e-)government channel selection: A quantitative analysis of individual customer preferences in Germany and Australia. In Sprague, Jr., Ralph H. (Ed.) Proceedings of the 46th Annual Hawaii International Conference on System Sciences, IEEE, Wailea, Maui, HI, United States of America, pp. 1983-1991.

View at publisher


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.

Impact and interest:

0 citations in Scopus
Search Google Scholar™

Citation counts are sourced monthly from Scopus and Web of Science® citation databases.

These databases contain citations from different subsets of available publications and different time periods and thus the citation count from each is usually different. Some works are not in either database and no count is displayed. Scopus includes citations from articles published in 1996 onwards, and Web of Science® generally from 1980 onwards.

Citations counts from the Google Scholar™ indexing service can be viewed at the linked Google Scholar™ search.

ID Code: 61789
Item Type: Conference Paper
Refereed: Yes
Keywords: Channel selection, e-government, Australia, Germany, Mobile communication
DOI: 10.1109/HICSS.2013.585
ISBN: 978076954892-0
Subjects: Australian and New Zealand Standard Research Classification > INFORMATION AND COMPUTING SCIENCES (080000) > INFORMATION SYSTEMS (080600)
Divisions: Current > Schools > School of Information Systems
Current > QUT Faculties and Divisions > Science & Engineering Faculty
Copyright Owner: Copyright 2012 The Institute of Electrical and Electronics Engineers, Inc.
Deposited On: 13 Aug 2013 00:18
Last Modified: 15 Aug 2013 00:59

Export: EndNote | Dublin Core | BibTeX

Repository Staff Only: item control page