Scutella, Maryanne, Plewa, Carolin, and Reaiche, Carmen (2024) Small businesses and e-government participation: the role of personalisation preference and intermediaries. Internet Research, 34 (3). pp. 917-938.

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Abstract

Purpose: Advances in technology have given rise to an increased demand by small businesses for personalised e-government services. Given the importance of small businesses to the Australian economy, it is vital to deliver small business-centric services that offer potential to generate value. To do that effectively, government departments need to understand factors that affect small business. The purpose of this study is to explore how preferences for personalised services and the use of intermediaries affect small business participation behaviour and, in turn, stimulate positive outcomes that are of interest to the government.

Design/methodology/approach: This study draws on secondary data from a survey of 800 Australian small businesses about the digital services offered by a large government department. Structural equation modelling was used to empirically test the model.

Findings: The findings demonstrate that whilst preference for personalisation has a positive relationship with participation behaviour, reliance on an intermediary does not. While such behaviour fosters emotional connection and perceptions of partner quality, the results of this study show no significant impact on satisfaction.

Originality/value: This study advances knowledge about how small businesses can gain value from personalised support services. Importantly, it focuses on participation behaviour and small business – both of which are largely absent from existing studies. The findings can assist government departments to design personalised services that are valued by small businesses.

Item ID:	78740
Item Type:	Article (Research - C1)
ISSN:	2054-5657
Keywords:	Human computer interaction, Artificial intelligence, Personalisation, e-government, User preferences, Participation behaviour
Copyright Information:	Copyright © 2023, Emerald Publishing Limited.
Date Deposited:	06 Jun 2023 01:28
FoR Codes:	46 INFORMATION AND COMPUTING SCIENCES > 4602 Artificial intelligence > 460299 Artificial intelligence not elsewhere classified @ 30% 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3503 Business systems in context > 350304 Business systems in context @ 30% 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3503 Business systems in context > 350302 Business information management (incl. records, knowledge and intelligence) @ 40%
SEO Codes:	28 EXPANDING KNOWLEDGE > 2801 Expanding knowledge > 280115 Expanding knowledge in the information and computing sciences @ 30% 22 INFORMATION AND COMMUNICATION SERVICES > 2299 Other information and communication services > 229999 Other information and communication services not elsewhere classified @ 70%
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