In the conjoint experiment, citizens reported their preferences for key service attributes for two transactional e-government services. Results showed that the key attributes (noted above) influenced citizens’ intentions, subsequent use and satisfaction. 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. 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. 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. Advances in Internet technologies have led to the popularity of technology-based self-services, with the design of such services becoming increasingly important.
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