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Degree of Digitalization and Citizen Satisfaction: A Study of the Role of Local e-Government in Sweden
University West, School of Business, Economics and IT, Division of Media and Design. (LINA)ORCID iD: 0000-0002-2118-2152
University West, School of Business, Economics and IT, Division of Media and Design. (LINA)ORCID iD: 0000-0001-6636-055X
University West, School of Business, Economics and IT, Divison of Informatics. (LINA)ORCID iD: 0000-0002-6101-3054
University West, School of Business, Economics and IT, Divison of Law, Economics, Statistics and Politics. (LINA)ORCID iD: 0000-0002-8189-7205
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2018 (English)In: Electronic Journal of e-Government, ISSN 1479-439X, E-ISSN 1479-439X, Vol. 16, p. 59-71Article in journal (Refereed) Published
Abstract [en]

The aim was to investigate whether there is a relationship between degree of e-government in Swedish municipalities and perceived satisfaction among citizens generally. This is a large-scale quantitative study based on validand reliable Swedish national surveys. Based on these surveys, a new comprehensive index for measuring "degree of digitalization" was constructed. Citizen satisfaction was measured using established indices covering three dimensions:satisfaction with living in the municipality, satisfaction with performance of government activities (delivered services), and satisfaction with transparency and influence. The results show that there is a relationship between the degree of digitalization in a municipality and the perceived satisfaction among its citizens. The degree of digitalization is related to all three dimensions of citizen satisfaction. Additionally, this study indicates that the strength of this relationship is in parity with or even stronger than the relationship between citizen satisfaction and other crucial factors such as educational level and median income

Place, publisher, year, edition, pages
2018. Vol. 16, p. 59-71
Keywords [en]
degree of digitalization, satisfied citizens, local e-government, municipality, Sweden
National Category
Public Administration Studies Information Systems, Social aspects
Research subject
SOCIAL SCIENCE, Informatics; Work Integrated Learning
Identifiers
URN: urn:nbn:se:hv:diva-13058OAI: oai:DiVA.org:hv-13058DiVA, id: diva2:1259054
Available from: 2018-10-26 Created: 2018-10-26 Last updated: 2019-05-27Bibliographically approved

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Authority records BETA

Bernhard, IréneNorström, LiviaLundh Snis, UlrikaGråsjö, UrbanGellerstedt, Martin

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Public Administration StudiesInformation Systems, Social aspects

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CiteExportLink to record
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Citation style
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