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Mobile services use and citizen satisfaction in government: integrating social benefits and uses and gratifications theory

Changlin Wang (School of E-commerce and Logistics Management, Henan Economic Research Center, Henan University of Economics and Law, Zhengzhou, PR China)
Thompson S.H. Teo (Business School, National University of Singapore, Singapore, Singapore)
Yogesh Dwivedi (School of Management, Swansea University, Swansea, UK)
Marijn Janssen (Faculty of Technology, Policy and Management, Delft University of Technology, Delft, The Netherlands)

Information Technology & People

ISSN: 0959-3845

Article publication date: 14 May 2021

Issue publication date: 29 July 2021




Citizen satisfaction with the government is a longstanding and continuous concern in public administration. However, past research did not investigate the effect on satisfaction with the government in the context of mobile government (m-government). The purpose of this paper is to evaluate how the social benefits of citizens using m-government affect their satisfaction with the government.


Grounded in the uses and gratifications theory (UGT), the authors suggest that the satisfaction in m-government should be constructed in terms of the satisfaction with m-government and the satisfaction with the government. The research model of citizen satisfaction in the context of m-government is tested through partial least squares (PLS) (SmartPLS 2.0) based on data collected from a survey study in China.


The results indicate that the three important social benefits, e.g. convenience, transparency and participation, are positively associated with process gratification, whereas only convenience is positively associated with content gratification. The results suggest that both process gratification and content gratification are positively associated with citizen satisfaction with the government. Furthermore, the research suggests that process and content gratification have a mediating role, whereas compatibility has a moderating role.

Practical implications

This research provides insights to practitioners on how to facilitate citizen satisfaction by increasing citizens’ social benefits and improving process and content gratification.


This study contributes to the literature by offering a framework for analyzing the impact of citizens’ use of m-government on their satisfaction with the government. The work also contributes to UGT by categorizing user gratifications into process gratifications, content gratifications and citizen satisfaction with the government.



This work was partly supported by National Natural Science Foundation of China (NSFC) under Grant [NSFC-71403080], and Department of Science and Technology of Henan Province under Grant [172400410135 and 182400410140].


Wang, C., Teo, T.S.H., Dwivedi, Y. and Janssen, M. (2021), "Mobile services use and citizen satisfaction in government: integrating social benefits and uses and gratifications theory", Information Technology & People, Vol. 34 No. 4, pp. 1313-1337.



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