Governments realize a significant gap exists between existing efforts in customer experience and citizen expectations for implementing a digital platform in e-government (DPEG), hindering citizens’ continuance intention. This study proposes a novel initiative called . Based on the motivational lens, we develop and test a conceptual research model. We find that gamification-enabled customer experience positively impacts intrinsic and extrinsic motivations and continuance intention towards DPEG. Our results enrich IS research on digital platforms, customer experience, types of motivation, and behavior. We also offer practical guidelines for implementing a DPEG to execute gamified customer experience strategies.

中文翻译：

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探索游戏化客户体验对电子政务数字平台持续意愿的影响：实证调查


政府意识到现有的客户体验努力与公民对电子政务数字平台（DPEG）实施的期望之间存在巨大差距，阻碍了公民的持续意愿。这项研究提出了一项名为 的新颖举措。基于动机镜头，我们开发并测试了概念研究模型。我们发现，游戏化的客户体验会对 DPEG 的内在和外在动机以及持续意图产生积极影响。我们的研究结果丰富了信息系统对数字平台、客户体验、动机类型和行为的研究。我们还提供了实施 DPEG 来执行游戏化客户体验策略的实用指南。