The Public Value Creation of eGovernment

Abstract

Due to its inherent benefits, governments all over the world have invested huge capital on eGovernment with a view to improving internal efficiency and providing better and quality services to the citizenry. However, the success of eGovernment is best measured by the perceptions of citizens who use the services. This paper, the second of a two-part study seeks to investigate the types of public value that are desired as outcomes of eGovernment as well as the salient factors that are significant in predicting value creation from the perspective of citizens. To fulfil its objectives, the study adopts a theoretical model that integrates two streams of research: (i) the updated DeLone and McLean IS Success Model and (ii) Public Value. Using survey data collected from Nigeria, the model is empirically tested and validated through structural equation modelling analysis. Findings identify democracy, reflexivity and productivity in order of importance, as the three distinct value types desired as outcomes by citizens. Furthermore, results show service quality as the most salient factor significant in predicting citizen satisfaction and citizen trust in eGovernment, while both service quality and citizen satisfaction are significant in predicting net benefits. This research has both theoretical and practical implications. First, it contributes to the advancement of knowledge in the public value creation of eGovernment. Second, it provides a practical reference point for improving service delivery in the public sector.