Exploring mobile government from the service quality perspective

Abstract

Purpose

The purpose of this paper is to identify service quality dimensions and their sub-dimensions for mobile government services. Despite studies conducted on mobile services, there is lack of a comprehensive framework of mobile government service quality. Researchers and practitioners must outline a taxonomy of mobile government service quality before they can begin to test their effects empirically. It cannot be assumed that e-government is the same as m-government. Therefore, it is important to understand the dimensions that affect mobile government service quality.

Design/methodology/approach

Mobile government service quality dimensions were extracted from the literature on m-government from its development and transition from e-government to service models being used. This helps understand what service quality dimensions are necessary when creating more efficient, reliable, and responsible forms of m-government. The dimensions are demonstrated within a holistic framework of m-government service quality, presented for both academic and practitioner appreciation.

Findings

This paper identifies 20 mobile government service quality sub-dimensions classified within six dimensions.

Originality/value

The literature on mobile government service quality is scarce. With the expectation of mobile subscriptions worldwide reaching 8 billion by 2016, it is the most lucrative time to be researching how the design of mobile government affects service quality. This paper is the first to provide information on m-government service quality dimensions available for assessment.

Citation

Al-Hubaishi, H.S., Ahmad, S.Z. and Hussain, M. (2017), "Exploring mobile government from the service quality perspective", Journal of Enterprise Information Management, Vol. 30 No. 1, pp. 4-16. https://doi.org/10.1108/JEIM-01-2016-0004