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Article
Publication date: 14 May 2021

Changlin Wang, Thompson S.H. Teo, Yogesh Dwivedi and Marijn Janssen

Citizen satisfaction with the government is a longstanding and continuous concern in public administration. However, past research did not investigate the effect on…

Abstract

Purpose

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.

Design/methodology/approach

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.

Findings

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.

Originality/value

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.

Details

Information Technology & People, vol. 34 no. 4
Type: Research Article
ISSN: 0959-3845

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Article
Publication date: 28 May 2021

Mohammad Kamel Alomari

This paper aims to debate the main factors influencing trust in mobile government (m-government) in the developing country of Jordan. The transformation from government…

Abstract

Purpose

This paper aims to debate the main factors influencing trust in mobile government (m-government) in the developing country of Jordan. The transformation from government services offered through a government website to services offered via smartphone devices needs further investigation to better understand the factors that might influence citizens’ trust in m-government, in particular, young citizens. This paper presents the concept of m-government and reports on a study of the main predictors affecting citizens’ trust in it. The theoretical framework used is based on the unified theory of acceptance and use of technology (UTAUT).

Design/methodology/approach

A survey study of 510 Jordanian young citizens, who had access to the internet and were smartphone users, investigated the influence of the identified factors on their trust in m-government. The hypotheses testing used multiple regression analysis.

Findings

Contrary to previous claims reported in relation to facilitating conditions, the following predictors: trust in government, word of mouth (WOM), social influence and facilitating conditions were found to be significant factors in predicting Jordanian citizens’ trust in m-government services.

Originality/value

This is one of few studies to investigate what influences trust in m-government by citizens in Jordan. The current research significantly contributes to the literature by incorporating factors from the UTAUT model with personal perception factors to elucidate m-government adoption. The integration of UTAUT with factors such as “WOM”, is a direction that can be followed in research on the adoption of and trust in e-government and m-government by citizens in any social community. This study clearly identities the relationship between m-government trust and the WOM construct, which is rarely discussed in this type of research context. Although the facilitating conditions construct is claimed to be non-significant in the presence of performance expectancy and effort expectancy, the current research shows the importance of including the facilitating conditions construct when considering the topic of m-government trust in Jordan. Finally, this paper provides a foundation for future empirical studies on the adoption of m-government.

Details

Transforming Government: People, Process and Policy, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1750-6166

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Article
Publication date: 10 June 2020

Riyad Eid, Hassan Selim and Yasser El-Kassrawy

The growing popularity of mobile technology has led governments across the world to develop mobile business models and encouraged the transition from the electronic…

Abstract

Purpose

The growing popularity of mobile technology has led governments across the world to develop mobile business models and encouraged the transition from the electronic government (e-government) to the mobile government (m-government). However, only a small amount of data is available regarding m-government implementation in developing countries and users’ behavioural intentions (BIs) with respect to the utilization of such services. To address this issue, this study attempts to identify factors that affect m-government acceptance among citizens of the United Arab Emirates (UAE). This study aims to examine the relationships between m-government service characteristics and m-government technology characteristics by analysing their perceived ease-of-use, perceived usefulness, user attitudes towards m-government usage and corresponding BIs with respect to utilization of m-government services.

Design/methodology/approach

This study is based on a quantitative survey conducted among 326 users of m-government services in the UAE. The responses were tabulated on a five-point Likert scale. Structural equation modelling was used to evaluate the performance of the proposed model and verify the hypothesized relationships between its constructs.

Findings

Overall, the research findings indicate that: users’ intention to use m-government applications has three determinants – attitude towards m-government use, m-government ease of use and m-government usefulness; m-government usefulness and ease of use have a significant influence on user attitudes towards m-government; and perceived ease of use of the service, currency of the services, the accuracy of the provided information, the security concerns associated with the utilization of the m-government services, trust in the m-government services and the risks perceived in using the m-Government service are antecedents of users’ perceptions of the m-government services.

Originality/value

This study has improved our understanding of the critical mobile technology factors that are needed to improve user acceptance of m-government services. The study presents important implications for both theory and practice.

Details

Transforming Government: People, Process and Policy, vol. 15 no. 4
Type: Research Article
ISSN: 1750-6166

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Article
Publication date: 21 August 2017

Meiaad Rashed Saadi, Syed Zamberi Ahmad and Matloub Hussain

The identification of key criteria that influence citizens’ preferences for using m-government services, prioritization of these criteria and making them consistent with…

Abstract

Purpose

The identification of key criteria that influence citizens’ preferences for using m-government services, prioritization of these criteria and making them consistent with the development of m-government services can improve the relationship of the government with citizens and vice versa. The purpose of this study is to investigate and prioritize the criteria that influence the usage of m-government services in the United Arab Emirates (UAE), using the technology acceptance model (TAM) and diffusion of innovation (DOI) theory, along with external variables of perceived security and perceived privacy.

Design/methodology/approach

A quantitative approach has been applied using a questionnaire with a nine-point scale for collecting data. The analytic hierarchy process (AHP) approach has been deployed to structure and prioritize citizens’ preferences and select users of the Ministry of Interior (MOI) application.

Findings

The results of the data analysis showed that the first criteria, which refer to the intention to use m-government services, were ease of use and perceived security and were given the highest priority, and the criterion of observability was given the lowest priority.

Originality/value

This study integrates the DOI and TAM theories with other external variables such as perceived security and perceived privacy to develop a conceptual framework. AHP has been used to structure and prioritize the main criteria and sub-criteria of m-government services. The results can assist the m-government decision-makers and software developers in focusing on the criteria that should be considered for the development of m-government services.

Details

Transforming Government: People, Process and Policy, vol. 11 no. 3
Type: Research Article
ISSN: 1750-6166

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Article
Publication date: 19 November 2019

Shamim Talukder, Raymond Chiong, Sandeep Dhakal, Golam Sorwar and Yukun Bao

Despite the widespread use of mobile government (m-government) services in developed countries, the adoption and acceptance of m-government services among citizens in…

Abstract

Purpose

Despite the widespread use of mobile government (m-government) services in developed countries, the adoption and acceptance of m-government services among citizens in developing countries is relatively low. The purpose of this study is to explore the most critical determinants of acceptance and use of m-government services in a developing country context.

Design/methodology/approach

The unified theory of acceptance and use of technology (UTAUT) extended with perceived mobility and mobile communication services (MCS) was used as the theoretical framework. Data was collected from 216 m-government users across Bangladesh and analyzed in two stages. First, structural equation modeling (SEM) was used to identify significant determinants affecting users' acceptance of m-government services. In the second stage, a neural network model was used to validate SEM results and determine the relative importance of the determinants of acceptance of m-government services.

Findings

The results show that facilitating conditions and performance expectancy are the two important precedents of behavioral intention to use m-government services, and performance expectancy mediates the relationship between MCS, mobility and the intention to use m-government services.

Research limitations/implications

Academically, this study extended and validated the underlying concept of UTAUT to capture the adoption behavior of individuals in a different cultural context. In particular, MCS might be the most critical antecedent towards mobile application studies. From a practical perspective, this study may provide valuable guidelines to government policymakers and system developers towards the development and effective implementation of m-government systems.

Originality/value

This study has contributed to the existing, but limited, literature on m-government service adoption in the context of a developing country. The predictive modeling approach is an innovative approach in the field of technology adoption.

Details

Journal of Systems and Information Technology, vol. 21 no. 4
Type: Research Article
ISSN: 1328-7265

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Article
Publication date: 9 April 2018

Stuti Saxena

This paper aims to investigate the role of “perceived risks” in adopting mobile government (m-government) services in India.

Abstract

Purpose

This paper aims to investigate the role of “perceived risks” in adopting mobile government (m-government) services in India.

Design/methodology/approach

Conceding that “privacy risks” are one of the major factors that influence the adoption of e-services, the impact of “perceived risks” alongside “social efficacy,” “influence” of significant others and “attitude” on the adoption of m-government services in India has been underlined here. Specifically, the study has been conducted with 311 actual m-government users and constructs have been derived from existing theories like Technology Acceptance Model (TAM), Unified Theory of Acceptance and Use of Technology (UTAUT) and Theory of Planned Behavior (TPB). Multiple regression analysis has been conducted to analyze the data focused on constructs as: Perceived Risks (PR), Influence (I), Self-efficacy (SE), Attitude (ATT) and Behavioral Intention to Adopt m-government services (BI).

Findings

Results show that while the respondents perceive that adoption of m-government services is risk-free and safe, there is no impact of the interpersonal relationships on m-government adoption. There is more inclination to adopt m-government services conceding that the respondents perceive that they have the self-efficacy to operate such services. M-government services are being tapped regularly by the respondents and there is more inclination to adopt m-government services among the public sector employees and self-employed respondents in comparison with the ones who are students or unemployed. In terms of age, those in the age group of 31–50 are more inclined to adopt m-government services in comparison with the rest.

Originality/value

Exploration of “perceived risks” and other factors has been less in the context of m-government studies. The present study fills the gap in two ways: first, it undertakes the investigation in a developing country conceding that empirical studies on m-government adoption are few in Indian context, and second, it throws light on the role of “adoption” of m-government services in contrast with the “use” of e-government services.

Details

foresight, vol. 20 no. 2
Type: Research Article
ISSN: 1463-6689

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Article
Publication date: 13 March 2017

Herman Eliewaha Mandari, Yee-Lee Chong and Chung-Khain Wye

Generally, this paper aims to develop a model by identifying factors which will assist policy makers in implementing m-government in Tanzania. The paper identifies direct…

Abstract

Purpose

Generally, this paper aims to develop a model by identifying factors which will assist policy makers in implementing m-government in Tanzania. The paper identifies direct and indirect factors which may influence adoption of m-government among the rural farmers in Tanzania.

Design/methodology/approach

The paper conducted a survey by using Drop Off/Pick Up method to collect data from rural farmers. Stratified and multi-stage sampling were used to collect 407 valid responses from rural farmers in Tanzania. Data collected were analyzed by using structural equation modeling (SEM).

Findings

The results show that government support has direct influence, while awareness has indirect influence through relative advantage, ease of use, compatibility and visibility. Furthermore, relative advantage, compatibility, ease of use, visibility and results demonstrability have direct influence on rural farmers intention to adopt m-government.

Originality/value

This study contributes to knowledge because no study in this area has been conducted in developing countries to examine factors that influence adoption of m-government. Furthermore, this study tests the mediating effects of perceived characteristics of innovation which have not yet been investigated to date.

Details

Journal of Systems and Information Technology, vol. 19 no. 1/2
Type: Research Article
ISSN: 1328-7265

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Article
Publication date: 13 November 2017

Stuti Saxena

The purpose of this paper is to investigate the factors which influence mobile government (m-government) services adoption in India.

Abstract

Purpose

The purpose of this paper is to investigate the factors which influence mobile government (m-government) services adoption in India.

Design/methodology/approach

Adoption behavior of m-government services by 311 respondents is probed by using a multiple set of constructs drawn from technology acceptance model (TAM), unified theory of acceptance and use of technology (UTAUT), theory of planned behavior (TPB) and hierarchical regression analysis. Specifically, eight hypotheses were tested around constructs like Perceived Usefulness (PU), Perceived Ease of Use (EOU), Compatibility (COM), Trust (T), Influence (I), Self-Efficacy (SE), Facilitating Conditions (FC), Attitude (ATT) and Behavioral Intention to Adopt m-government services (BI).

Findings

Results show that PU, EOU, T and ATT were found to have significant influence on the adoption of m-government services. Furthermore, demographic variables (age, marital status, occupation, educational qualification and frequency of using m-government services) were not found to be significant predictors for the adoption of m-government services in India.

Originality/value

While most of the technology adoption studies are focused on commercial activities, studies on internet interfaces vis-à-vis the public services are limited to investigation of e-government services. Besides, there are more studies contextualized in the developed countries as compared to developing countries. Academic research on m-government adoption is scant and the present paper is a significant contribution in the Indian context.

Details

The Bottom Line, vol. 30 no. 4
Type: Research Article
ISSN: 0888-045X

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Article
Publication date: 29 November 2018

Meiaad Rashid Alsaadi, Syed Zamberi Ahmad and Matloub Hussain

The purpose of this paper is to derive mobile-government (m-government) service-quality factors in the Gulf Cooperation Council (GCC) and develop an integrated strategic…

Abstract

Purpose

The purpose of this paper is to derive mobile-government (m-government) service-quality factors in the Gulf Cooperation Council (GCC) and develop an integrated strategic plan for improving the quality of m-government services from a customer perspective in the GCC.

Design/methodology/approach

A quantitative approach was used in this case study of m-government services in the GCC. Data were collected using focus groups and questionnaires for three similar m-government applications (one from the United Arab Emirates, one from the Saudi Arabia and one from Oman). The house of quality tool, including technical benchmarking, was applied as part of the quality function deployment (QFD) approach to identify customer requirements, translate them to technical requirements and develop a strategic plan for improving the quality of m-government services.

Findings

The results revealed that “real time” had the highest priority for deployment, while “tangible service,” contrary to expectations, had the lowest priority for deployment.

Research limitations/implications

Study findings are limited to the m-government services delivered to citizens. There is scope for further study into m-government services delivered both to businesses and other governments.

Practical implications

The findings imply that the m-government decision makers must involve citizens in all service-development processes to ensure that service delivery meets citizens’ expectations.

Originality/value

Most previous studies regarding m-government service-quality dimensions have used information system service-quality dimensions. This study is one of the pioneering studies to have successfully derived m-government service-quality factors using the QFD matrix.

Details

Benchmarking: An International Journal, vol. 25 no. 8
Type: Research Article
ISSN: 1463-5771

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Article
Publication date: 11 March 2019

Meiaad Rashid Alsaadi, Syed Zamberi Ahmad and Matloub Hussain

The purpose of the study is to provide a concrete, integrated plan to improve the service quality of mobile government (m-government) services from the customer…

Abstract

Purpose

The purpose of the study is to provide a concrete, integrated plan to improve the service quality of mobile government (m-government) services from the customer perspective in the Gulf Cooperation Council.

Design/methodology/approach

A quantitative approach was used to analyze a case study of the UAE Ministry of Interior (MOI) mobile application and a competitor: the MOI application of the Kingdom of Saudi Arabia. Data were collected using a focus group.

Findings

Results show that the technical requirement “real time” has the highest priority for deployment and “tangible service” has the lowest priority.

Research limitations/implications

Findings are limited to m-government services. Further studies could explore other government services such as traditional face-to-face services.

Practical implications

Results imply that if government decision-makers or software developers aim to understand customer requirements and improve their mobile services accordingly, the quality-function-deployment (QFD) approach is much more effective than traditional approaches in which decisions regarding services are prioritized based on the decision-makers or software developers’ perspectives.

Originality/value

Many previous studies have applied QFD for developing products based on customer needs. This, however, is one of the few studies to successfully apply the QFD matrix to m-government services.

Details

Journal of Systems and Information Technology, vol. 21 no. 1
Type: Research Article
ISSN: 1328-7265

Keywords

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