Providing online public services successfully: the role of confirmation of citizens’ expectations

Satisfying consumer needs is a core principle of marketing. However, in the context of e-government initiatives (such as the provision of online public services), most studies up to now have focused on adoption models such as Technology Acceptance Model or Theory of Planned Behavior. To advance on this topic, in this work we analyze how confirmation of citizens’ expectations may influence citizens’ perceptions and behavioral intentions in the...