... an empirical contribution to understanding the features of citizens that influence channel choice for public service contacts. Originality/value This study contributes to the understanding of channel choice in three areas. First, it is an empirical study using survey data and so adds to a largely case...

... the initiation of e-government, digital channel choice is still being questioned, compared to traditional channels, and the level of selection with channels is being investigated. Design/methodology/approach – This study states three research questions that are answered through a literature review...