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Title:
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THE IMPACT OF END-USER CHARACTERISTICS ON END-USERS EXPERIENCE OF E-GOVERNMENT SERVICES FOR THE GENERAL PUBLIC |
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Author(s):
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Asbjørn Følstad , Petter Bae Brandtzæg , Jan Heim |
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ISBN:
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978-972-8924-55-3 |
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Editors:
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Piet Kommers and Pedro Isaías |
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Year:
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2008 |
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Edition:
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Single |
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Keywords:
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e-Government services, user experiences, end-user characteristics, survey |
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Type:
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Full Paper |
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First Page:
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9 |
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Last Page:
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15 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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The success of e-Government services for the general public depends to a large extent on end-users subjective
experience of the service. End-users experience clearly depends on the quality of the service, but end-users experience
may also depend on characteristics in the end-user population. The possible impact of end-user characteristics on
experience of e-Government services was investigated on basis of the results of an online survey with 655 respondents.
The survey was designed to measure end-users experience of Norwegian e-Government services. The results show that
end-user characteristics have a small but significant impact on experience. End-user characteristics related to e-
Government service use, general Internet behavior and education seem to be better predictors of their experience than age
and gender. |
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