A hierarchical model of e-government service capability: An empirical analysis

Enhancing the effectiveness and efficiency of e-government services at affordable costs continues to be an interesting discussion. Given the lack of guidelines on the effective management of such services, we propose a hierarchical model of e-gov service capabilities and develop theoretical links. We used confirmatory factor analysis to investigate observed data from 102 cities in 26 provinces in Mainland China. Furthermore, we adopted path analysis to explore the potential relationships among the effects caused by the processes involved in delivering e-gov services. Our results may serve as practical contributions to the management and improvement of e-gov service capabilities.

► Both SDCs and ODCs have positive and significant effects on CSCs.
► Adjusting e-service contents, etc., are helpful for improving SDCs.
► ODCs strengthened the effects of SDCs on CSCs when the path of ODCs to CSCs was disregarded.
► SDCs partially mediated the effects of ODCs on CSCs.