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- Publisher
- IOS Press
- Copyright
- Copyright © 2006 by IOS Press, Inc
- ISSN
- 1570-1255
- eISSN
- 1875-8754
- Publisher site
- See Article on Publisher Site
Abstract
This paper tries to apply institutional theory to the analysis of Internet-based social security services. I argue that institutional features of service providers matter significantly in the quality of websites. Diverse quality of websites in turn, is a crucial factor in explaining what causes different take-up rates of e-services. The article tests the relevance of empirical and normative accounts of institutional theory to explanation of the quality of public e-services. The websites of five institutions, which provide social insurance in Estonia, serve as the empirical base for the research. Results indicate that the extent of power (de)concentration is a more crucial variable in having citizen-oriented websites than the policy content or public-private ownership.
Journal
Information Polity – IOS Press
Published: Jan 1, 2006