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Governing in the Information Age:Outcomes of E-services in the Netherlands and How They Affect the Citizen’s Satisfaction and Traditional Forms of Participation

Schymanietz, A.S. (2017) Governing in the Information Age:Outcomes of E-services in the Netherlands and How They Affect the Citizen’s Satisfaction and Traditional Forms of Participation.

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Abstract:In recent years information technologies have gained importance in municipal administrations and local governments have made use of e-services to facilitate and ensure the communication and information exchange between institutions, politicians, citizens and firms and provide all sorts of services. This research paper will look at the outcomes of online services that are provided online by Dutch municipalities. How do they affect the satisfaction of citizens with local services and does this have an influence on the traditional forms of participation, in particular, voting. Additionally, the question will be answered whether participation is only determined by satisfaction or - as previous studies emphasize (Verba, Schlozman, Brady, 1995) - if certain individual resources are also relevant. All data was gathered from panel members of LISS and websites of Dutch municipalities. Data analysis is conducted through a statistical analysis using SPSS and a conclusion is drawn on the basis of the results of multivariate regression analyses. The findings show that the number of online services do not affect the satisfaction of citizens with local services nor the participation in a municipal election. Results also demonstrate that the higher the satisfaction of citizens with local services is, the more likely it is that a citizen will vote in a municipal election. Resources determine electoral participation. Both, education and political efficacy, have a statistically significant positive effect on the participation in a municipal election. While only political efficacy weakens the relationship between satisfaction and participation, education does not affect this relationship significantly.
Item Type:Essay (Bachelor)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:88 social and public administration, 89 political science
Programme:Management Society and Technology BSc (56654)
Link to this item:http://purl.utwente.nl/essays/73466
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