Abstract

This article intends to explore the critical traits of citizens in terms of public e-service usage based on the perspective of self-service technologies (SSTs) as well as the perception towards the e-service quality. A well-designed survey was conducted in Tokyo, a leading e-city, to understand the profile of the user. The result shows that user’s traits in terms of “perceived risk” and “need for interaction with public servant” have significant impact on the perception of e-service quality. Towards the end, this article will give several meaningful contributions and practicable suggestions academically and managerially to the policy makers, as well as government CIOs.

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