University of Twente Student Theses


Bron- en kanaalkeuze bij het beantwoorden van overheidsvragen

Gierveld, J. (2014) Bron- en kanaalkeuze bij het beantwoorden van overheidsvragen.

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Abstract:Citizens are often not able to find an answer on municipal websites. A consequence may be that citizens try to find an answer using a different (traditional) channel. The goal of this research was to optimize the service delivery process and this is done by investigating source- and channel choice. Source- and channel patterns and predictors of source- and channel choice form the basis for this research. A questionnaire was used to gather the data. Results showed that it is necessary to measure source- and channel choice at different moments during the information search process. Furthermore, the process of source- and channel choice showed to be hard to predict. It was found that for channel choice at first instance age and (being able to count on) social support could be used as predictors. Lastly, the process of source- and channel choice and their relation was compared by looking at reasons to choose a source or a channel. It turned out to be that the rational process that until now was presumed for channel choice seems to count for source choice. Channel choice seemed to focus only on ease of use and speed and therefore seems to have a more ‘changing’ character. Based on this it is recommended that municipalities must also focus, next to channel choice, on the role as a source. Providing social support is one of these tasks. Next tot that mapping source- and channel patterns can help municipalities to better match their service delivery with the demand of citizens, which can help to lower costs and improve the quality of the service.
Item Type:Essay (Master)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:05 communication studies
Programme:Communication Studies MSc (60713)
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