Qualitative approach to determine user experience of e-government services

作者：

Highlights：

• Explored how citizens experience e-government services.

• E-government service experience changes users' behavior.

• Positive e-government experience creates value for citizens.

• Citizens have varied experience with e-services of different levels of government.

• E-services are not sophisticated enough to provide a satisfactory experience.

摘要

•Explored how citizens experience e-government services.•E-government service experience changes users' behavior.•Positive e-government experience creates value for citizens.•Citizens have varied experience with e-services of different levels of government.•E-services are not sophisticated enough to provide a satisfactory experience.

论文关键词：E-government,Qualitative approach,Experience,Behavior,Value,India

论文评审过程：Received 9 September 2016, Revised 5 February 2017, Accepted 6 February 2017, Available online 7 February 2017, Version of Record 10 February 2017.

论文官网地址：https://doi.org/10.1016/j.chb.2017.02.023