epidemiological measures, citizens were enforced to use the Internet to an increased extent. The digital divide among citizens and the … capability of citizens to get an equal level of services has also come to the fore. The paper explores the changes in the use of … e-government services and the impact of the pandemic on the citizens' attitudes toward Internet use in Croatia. The …

Purpose – According to the “New Public Management” paradigm, citizens are viewed as active participants through all the … different steps of service planning and provision. Nonetheless, citizens' involvement is still far from being systematically … officials' perspectives on the role of the citizens in service quality improvement processes. Design/methodology/approach – A …