E-government: a citizen relationship marketing analysis: (IRPN-D-16-00005)

• Bernd W. Wirtz ; Linda Mory ^[1] ; Robert Piehler ^[1] ; Peter Daiser ^[2]
  1. [1] German Research Institute for Public Administration

     German Research Institute for Public Administration

     Kreisfreie Stadt Speyer, Alemania

     
  2. [2] German University of Administrative Sciences

     German University of Administrative Sciences

     Kreisfreie Stadt Speyer, Alemania

     
• Localización: International review on public and nonprofit marketing: official publication of the International Association on Public and Nonprofit Marketing, ISSN 1865-1984, Vol. 14, Nº. 2, 2017, págs. 149-178
• Idioma: inglés
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• Resumen

  • Local e-government portals have become a vital interface between citizens and public administration. Today, they are an integral part of modern public service provision and an important channel for citizen relationship marketing since they represent regularly visited points of contact. Nonetheless, there is a lack of related multivariate empirical research, especially in terms of integrated e-government success. Therefore, this contribution focuses on the issue of citizen relationship marketing oriented success factors for e-government from a provider-perspective. Based on the DeLone & McLean information systems success model, the resource-based view, and information control theory, three relevant success factors (information management, service management, and interaction management) are empirically tested in a research model. Finally, the study presents clear findings to academics and professionals and provides straightforward recommendations for the improvement of e-government portals in terms of information, service, and interaction management.