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Article
Publication date: 14 May 2021

Changlin Wang, Thompson S.H. Teo, Yogesh Dwivedi and Marijn Janssen

Citizen satisfaction with the government is a longstanding and continuous concern in public administration. However, past research did not investigate the effect on…

Abstract

Purpose

Citizen satisfaction with the government is a longstanding and continuous concern in public administration. However, past research did not investigate the effect on satisfaction with the government in the context of mobile government (m-government). The purpose of this paper is to evaluate how the social benefits of citizens using m-government affect their satisfaction with the government.

Design/methodology/approach

Grounded in the uses and gratifications theory (UGT), the authors suggest that the satisfaction in m-government should be constructed in terms of the satisfaction with m-government and the satisfaction with the government. The research model of citizen satisfaction in the context of m-government is tested through partial least squares (PLS) (SmartPLS 2.0) based on data collected from a survey study in China.

Findings

The results indicate that the three important social benefits, e.g. convenience, transparency and participation, are positively associated with process gratification, whereas only convenience is positively associated with content gratification. The results suggest that both process gratification and content gratification are positively associated with citizen satisfaction with the government. Furthermore, the research suggests that process and content gratification have a mediating role, whereas compatibility has a moderating role.

Practical implications

This research provides insights to practitioners on how to facilitate citizen satisfaction by increasing citizens’ social benefits and improving process and content gratification.

Originality/value

This study contributes to the literature by offering a framework for analyzing the impact of citizens’ use of m-government on their satisfaction with the government. The work also contributes to UGT by categorizing user gratifications into process gratifications, content gratifications and citizen satisfaction with the government.

Details

Information Technology & People, vol. 34 no. 4
Type: Research Article
ISSN: 0959-3845

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Article
Publication date: 1 May 2001

Thompson S.H. Teo

Examines demographic variables (gender, age, educational level) and motivation variables (perceived ease of use, perceived enjoyment, perceived usefulness) associated with…

Abstract

Examines demographic variables (gender, age, educational level) and motivation variables (perceived ease of use, perceived enjoyment, perceived usefulness) associated with Internet usage activities (defined in terms of messaging, browsing, downloading and purchasing). A total of 1,370 usable responses were obtained using a Web page survey. Results showed that males are more likely to engage in downloading and purchasing activities while females are more likely to engage in messaging activities. Younger users engage in messaging and downloading activities to a greater extent than older users. Perceived usefulness is associated with the four activities, while perceived ease of use and perceived enjoyment are associated with messaging, browsing and downloading activities.

Details

Internet Research, vol. 11 no. 2
Type: Research Article
ISSN: 1066-2243

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Article
Publication date: 1 August 2002

Thompson S.H. Teo and Jek Swan Tan

This paper represents one of the first few studies on Internet marketing strategies of business‐to‐consumer (B2C) firms in Singapore. A survey was sent to CEOs/marketing…

Abstract

This paper represents one of the first few studies on Internet marketing strategies of business‐to‐consumer (B2C) firms in Singapore. A survey was sent to CEOs/marketing managers of 400 firms, of which 92 usable responses were obtained. The results of hierarchical regression analyses indicate that strategies to attract customers and to relate to customers have significant positive relationships to online brand equity (defined as “a set of brand assets and liabilities linked to a brand, its name and symbol that add or subtract from the value provided by a product or service to a firm and/or to its customers”). In addition, online brand equity is positively related to financial growth. Implications of the results are discussed.

Details

Internet Research, vol. 12 no. 3
Type: Research Article
ISSN: 1066-2243

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Article
Publication date: 1 December 1996

Thompson S.H. Teo and Vivien K.G. Lim

Examines gender differences in factors influencing PC usage by collecting data via a questionnaire survey of undergraduate business administration students. Presents the…

Abstract

Examines gender differences in factors influencing PC usage by collecting data via a questionnaire survey of undergraduate business administration students. Presents the results, which were analysed using analysis of covariance procedures, pointing out that age and prior experience with computers were controlled in the analysis. Reveals significant gender differences for factors related to “image”, “ease of use”, “job fit” and “voluntariness”, but finds no significant gender differences for factors related to “usefulness”, “trialability” and “complexity”. Discusses the implications of these findings.

Details

Women in Management Review, vol. 11 no. 8
Type: Research Article
ISSN: 0964-9425

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Article
Publication date: 1 February 1996

Vivien K.G. Lim and Thompson S.H. Teo

Examines gender differences in occupational stress and coping strategies among information technology (IT) personnel in Singapore. Data were collected via a combination of…

Abstract

Examines gender differences in occupational stress and coping strategies among information technology (IT) personnel in Singapore. Data were collected via a combination of mail surveys and semi‐structured interviews. Analyses results of the survey using analysis of covariance procedures. Female IT personnel reported significantly higher scores on sources of stress originating from “factors intrinsic to the job”, “managerial role”, “career and achievement”, “organizational structure and climate”, and “relationships with others”. Contrary to initial prediction, no significant gender difference was found for stress originating from “home‐work interface”. With respect to coping strategies, female IT personnel tend to seek social support and talk to others when they experience stress, while men tend to suppress their emotions and deal with problems in a logical and unemotional manner. Discusses implications of findings.

Details

Women in Management Review, vol. 11 no. 1
Type: Research Article
ISSN: 0964-9425

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Article
Publication date: 1 February 2001

Thompson S.H. Teo and Vivien K.G. Lim

Extends existing research on consumers’ satisfaction and postpurchase behavioral intentions by applying the constructs of justice to retail settings. Data were collected…

Abstract

Extends existing research on consumers’ satisfaction and postpurchase behavioral intentions by applying the constructs of justice to retail settings. Data were collected through questionnaire surveys of undergraduates enrolled in a university in Singapore. Of the respondents, 94 per cent were Chinese. Results of structural equation modelling analyses suggest that three dimensions of justice – distributive justice, procedural justice, and interactional justice – are positively and significantly related to customers’ satisfaction with retailers. Contrary to expectations, no significant relationship was found between distributive justice and repatronage intentions. In turn, customers with greater retail satisfaction are more likely to repatronize the retailer and less likely to engage in negative word‐of‐mouth behavior. Distributive justice was found to be the most important predictor of retail satisfaction, while procedural justice could best predict repatronage intentions. Implications of the results and directions for future research are discussed.

Details

International Journal of Retail & Distribution Management, vol. 29 no. 2
Type: Research Article
ISSN: 0959-0552

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Article
Publication date: 1 June 1997

Thompson S.H. Teo and Vivien K.G. Lim

In the 1960s, the Pentagon commissioned several computer scientists to build a systems of decentralised communication network that could remain functional in the event of…

Abstract

In the 1960s, the Pentagon commissioned several computer scientists to build a systems of decentralised communication network that could remain functional in the event of a nuclear war. The result is the Arpanet, which initially linked up four universities. Over time, this network grew rapidly to interconnect numerous universities, research centres and commercial organisations, and became the technological underpinnings of the Internet.

Details

Equal Opportunities International, vol. 16 no. 6/7
Type: Research Article
ISSN: 0261-0159

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Article
Publication date: 1 September 2000

Vivien K.G. Lim and Thompson S.H. Teo

Examines the effects of demographic characteristics (gender and marital status), work‐related attitudes (organizational commitment and job security), support factors, and…

Abstract

Examines the effects of demographic characteristics (gender and marital status), work‐related attitudes (organizational commitment and job security), support factors, and perceived advantages and disadvantages of teleworking to individuals and organizations on individuals’ attitudes towards teleworking. Respondents consist of information technology (IT) professionals. Results suggest that married individuals and those who perceived more advantages accruing from teleworking either to themselves or to their organizations, reported a more favourable attitude towards teleworking. Individuals with high levels of job insecurity and those who perceived more disadvantages accruing from teleworking to themselves or to their organizations reported a less favourable attitude towards teleworking. Contrary to initial prediction, organizational commitment was found to be negatively associated with attitude towards teleworking as a work option. Findings of this study also revealed that men and women did not differ in their attitude towards teleworking. In addition, support from supervisor and work colleagues did not emerge as a significant predictor of attitude towards teleworking. Implications of the findings are discussed.

Details

Journal of Managerial Psychology, vol. 15 no. 6
Type: Research Article
ISSN: 0268-3946

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Article
Publication date: 1 August 1998

Vivien K.G. Lim and Thompson S.H. Teo

This study examined the effects of police officers’ individual characteristics, namely, ethnicity, gender, locus of control and job tenure on their work‐related attitudes…

Abstract

This study examined the effects of police officers’ individual characteristics, namely, ethnicity, gender, locus of control and job tenure on their work‐related attitudes such as job satisfaction, organizational commitment, intention to quit and career plateau. Data were collected via a combination of questionnaire survey and focus‐group interviews. Results of this study suggest that ethnicity, job tenure and locus of control have significant effects on job satisfaction, organizational commitment, intention to quit and career plateau. Implications of findings are discussed.

Details

Journal of Managerial Psychology, vol. 13 no. 5/6
Type: Research Article
ISSN: 0268-3946

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Article
Publication date: 1 November 1998

Thompson S.H. Teo and Vivien K.G. Lim

Teleworking has received increased attention around the world as a means to provide more balanced lifestyles, higher job satisfaction and increased work productivity. This…

Abstract

Teleworking has received increased attention around the world as a means to provide more balanced lifestyles, higher job satisfaction and increased work productivity. This study examines the factorial dimensions and differential effects of gender on the perceptions of advantages and disadvantages of teleworking to individuals and to organizations. Data were collected through a questionnaire survey of IT professionals. Results showed that males perceived teleworking as enabling improvement in the quality of life and improvement in productivity/reduction of overheads to a greater extent than females. Implications of the results are discussed.

Details

Women in Management Review, vol. 13 no. 7
Type: Research Article
ISSN: 0964-9425

Keywords

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