Designing e‐government services: Key service attributes and citizens’ preference structures
研究识别了影响公民采用和使用交易型电子政务服务的四个关键属性（可用性、计算机资源需求、技术支持、安全保障），并通过联合实验和聚类分析发现了四类不同偏好的公民群体。
Abstract Advances in Internet technologies have led to the popularity of technology‐based self‐services, with the design of such services becoming increasingly important. Using technology‐based services in the public sector as the setting, we identified the key service attributes driving adoption and use of transactional e‐government services, and citizens’ preference structures across these attributes. After identifying four key attributes, i.e., usability, computer resource requirement, technical support provision and security provision, we conducted a Web‐based survey and a conjoint experiment among 2465 citizens. In a two‐stage Web‐based survey, citizens reported their perceptions about a smartcard technology for transactional e‐government services before use, and their use and satisfaction 4 months later. Results showed that the key attributes (noted above) influenced citizens’ intentions, subsequent use and satisfaction. In the conjoint experiment, citizens reported their preferences for key service attributes for two transactional e‐government services. Further, a cluster analysis uncovered four distinct citizen segments, i.e., balanced, usability‐focused, risk‐conscious and resource‐conservative, that can inform efforts in designing e‐government services. A post hoc analysis confirmed the appropriateness of the market segmentation in understanding citizens’ adoption and use of transactional e‐government services.