ABSTRACT
Purpose>This study focuses on understanding how channel features can affect people's intention to continue to use an electronic channel in public affairs and their recommendation behaviors. Specifically, three different channels are focused on: email, microblogs and online meetings.Design/methodology/approach>A research model on an e-participation channel based on the channel-disposition framework was developed and an online survey was conducted to collect data from 397 individuals who used three e-participation channels to validate seven hypotheses.Findings>The study found that information quality, channel interaction quality and the social appearance of other citizens all had a significant impact on users' intention to continue to use an electronic channel, which, in turn, affected their recommendation behaviors. However, the impact differed across the three e-participation channels. Information quality had a stronger impact on microblog and online meeting users' intention to continue to use these channels than on email users' intention to continue using email to participate in public affairs. Channel interaction quality had a stronger impact on email users' intention to continue to use email than on microblog and online meeting users' intention to continue to use these channels in public affairs.Originality/value>This study helps better explain how various channels and their features can affect participants' use intentions and behaviors in e-participation. It also provides practical guidance for government to better manage e-participation channels and effectively engage citizens in public affairs.