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.
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.
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|Item Type:||Conference Paper|
|Keywords:||Channel selection, e-government, Australia, Germany, Mobile communication|
|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|
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