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Diffusion of Personalized E-Government Services among Dutch Municipalities: An Empirical Investigation and Explanation

Diffusion of Personalized E-Government Services among Dutch Municipalities: An Empirical Investigation and Explanation
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Author(s): Vincent M.F Homburg (Erasmus University Rotterdam, The Netherlands)and Andres Dijkshoorn (Erasmus University Rotterdam, The Netherlands)
Copyright: 2013
Pages: 17
Source title: E-Government Services Design, Adoption, and Evaluation
Source Author(s)/Editor(s): Vishanth Weerakkody (Brunel University, UK)
DOI: 10.4018/978-1-4666-2458-0.ch013

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Abstract

This article describes the trend of personalization in electronic service delivery, with a special focus on municipal electronic service delivery in the Netherlands. Personalization of electronic services refers to the one-to-one citizen orientation using authentication, profiling and customization techniques. The percentage of Dutch municipalities offering services through personalized electronic counters has increased from 14% (2006) to 28% (2009). Using binary logistic regression analyses of 2008 survey data, it is concluded that personalization is positively associated with size of municipalities but not with e-government and policy innovation statements, nor with explicit political responsibility with respect to e-government development. Based on these findings, alternative explanations for the adoption and diffusion of personalized e-government services are suggested.

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