Building a Measurement Framework for m-Government Services

2012 ◽  
Vol 3 (4) ◽  
pp. 18-37 ◽  
Author(s):  
Emmanouil Stiakakis ◽  
Christos K. Georgiadis
Keyword(s):  
Mobile Devices ◽  
Methodological Approach ◽  
Mobile Users ◽  
Government Service ◽  
Government Services ◽  
Measurement Framework

This study develops and presents a proposed framework for the measurement of mobile government (m-government) services. The measurement framework consists of: (i) identification/categorisation of m-government services; (ii) sophistication stages of these services; and (iii) indicators to evaluate their progress. With respect to the methodological approach followed in the study, twenty e-government services clustered by type of activity and interaction level are ranked for importance in terms of criteria that characterise the mobile setting. Moreover, core indicators used for e-government are examined in terms of their appropriateness to the mobile setting. According to the authors’ findings, three m-government service clusters are established, assisting governments to prioritise services to mobile users. A modification in the sophistication model for e-services is recommended for application in m-government. Finally, the proposed indicators are mainly user-focused, in accordance with the personalised nature of services delivered through mobile devices.

Tackling M-Government Service Complexity

2013 ◽  
pp. 17-31
Author(s):  
Ahmed Sowaileh ◽  
Ali AlSoufi
Keyword(s):  
Mobile Phone ◽  
Mobile Devices ◽  
Current Approach ◽  
Mobile Technologies ◽  
Exploratory Research ◽  
Government Service ◽  
Design And Development ◽  
Government Services

The development of mobile government services in Bahrain is moving slowly, when compared with traditional e-government services. Few informational and transactional services are available on the mobile portal. The complexity of government services prevents their delivery through the limited mobile phone interface. This exploratory research builds a method to tackle service complexity, as well as simplify and streamline the design and development of government services that target mobile devices. Forty government services in Bahrain were analyzed to identify the factors that affect mobile government services. The model was then applied to the sample services, and results were used to develop the target method. The main finding of this research is that the current approach of taking the existing services on the PC portal and implementing them on the mobile portal should be avoided. A better approach is to break down the services into sessions or components and identify opportunities where mobile technologies can be utilized.

Tackling M-Government Service Complexity

2011 ◽  
Vol 2 (1) ◽  
pp. 50-64
Author(s):  
Ahmed Sowaileh ◽  
Ali AlSoufi
Keyword(s):  
Mobile Phone ◽  
Mobile Devices ◽  
Current Approach ◽  
Mobile Technologies ◽  
Exploratory Research ◽  
Government Service ◽  
Design And Development ◽  
Government Services

The development of mobile government services in Bahrain is moving slowly, when compared with traditional e-government services. Few informational and transactional services are available on the mobile portal. The complexity of government services prevents their delivery through the limited mobile phone interface. This exploratory research builds a method to tackle service complexity, as well as simplify and streamline the design and development of government services that target mobile devices. Forty government services in Bahrain were analyzed to identify the factors that affect mobile government services. The model was then applied to the sample services, and results were used to develop the target method. The main finding of this research is that the current approach of taking the existing services on the PC portal and implementing them on the mobile portal should be avoided. A better approach is to break down the services into sessions or components and identify opportunities where mobile technologies can be utilized.

scholarly journals A Longitudinal Study of Pervasive Display Personalisation

2021 ◽  
Vol 28 (1) ◽  
pp. 1-45
Author(s):  
Mateusz Mikusz ◽  
Peter Shaw ◽  
Nigel Davies ◽  
Petteri Nurmi ◽  
Sarah Clinch ◽  
...  
Keyword(s):  
Longitudinal Study ◽  
Mobile Devices ◽  
Potential User ◽  
Mobile Users ◽  
Prior Work ◽  
Physical Spaces

Widespread sensing devices enable a world in which physical spaces become personalised in the presence of mobile users. An important example of such personalisation is the use of pervasive displays to show content that matches the requirements of proximate viewers. Despite prior work on prototype systems that use mobile devices to personalise displays, no significant attempts to trial such systems have been carried out. In this article, we report on our experiences of designing, developing and operating the world’s first comprehensive display personalisation service for mobile users. Through a set of rigorous quantitative measures and 11 potential user/stakeholder interviews, we demonstrate the success of the platform in realising display personalisation, and offer a series of reflections to inform the design of future systems.

scholarly journals Considering business perception in assessing e-service quality in the Jordanian government

2021 ◽  
pp. 1591-1600
Author(s):  
Wesam Alabdallat ◽  
Omar Alhawari
Keyword(s):  
Service Quality ◽  
Conceptual Framework ◽  
Security And Privacy ◽  
Business Sector ◽  
Government Service ◽  
Five Dimensions ◽  
Government Services ◽  
Proposed Model ◽  
Business Perspective

Considering the speedy developments of e-services usages, countries are thriving to present better e-government services; particularly, regarding the business sector. Therefore, the matter of evaluating e-government service quality from the business perspective has become an important issue to study. This paper discussed how the business sector perceive the e-services provided by Jordanian government, which is basically derived based on the lack of literature and models addressing such issue. In this regard, this study aims to fill this existed gap. To tackle this problem, a conceptual framework of SERVQUAL questionnaire was developed and proposed. Then, the proposed model was verified and validated. The results of this paper concluded that business perceives different gaps between the actual and anticipated e-services in which the actual recorded less than the anticipated. Additionally, the gaps revealed in the developed SERVQUAL model, which included five dimensions showed, that only one element was found to be statistically insignificant and that is the Security and Privacy. Finally, the proposed model was revised and modified.

Examining the impact of e-government service process on user satisfaction

2018 ◽  
Vol 11 (3) ◽  
pp. 321-336 ◽  
Author(s):  
Amit Sachan ◽  
Rajiv Kumar ◽  
Ritu Kumar
Keyword(s):  
User Satisfaction ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
Technological Capabilities ◽  
Government Service ◽  
Content Type ◽  
Government Services ◽  
The Government ◽  
The Impact ◽  
Government Website

Purpose A government website is considered as an electronic government service delivery system (eGSDS). The authors look at this eGSDS from its process point of view. This study aims to expand the existing knowledge of e-government adoption, and to identify the significance of eGSDS process to user satisfaction. Design/methodology/approach This study uses a quantitative technique using data collected from 197 respondents. Structure equation modeling has been used to test the model and the proposed hypotheses. Findings The findings indicate that as the eGSDS process improves, a user’s perception of the government website’s ease of use increases, leading to increased perceived usefulness, which increases user satisfaction. The findings also indicate that eGSDS process has a significant impact on perceived usefulness and user satisfaction. This study provides evidence that the technological capabilities embedded in the government website processes are an important factor in determining e-government service quality and ultimately e-government user satisfaction. Research limitations/implications The sample used was sufficient for this study and allowed reasonable conclusions to be drawn, but cannot be considered representative of all e-government users in India. Further research may help to validate the findings and generalize the results to a wider population. This study extends the current literature that looks at e-government adoption. Academicians and information systems researchers may use these findings for further research. Practical implications The research provides evidence that the technological capabilities embedded in the eGSDS process are critical in adopting e-government services. Government or concerned agencies may consider eGSDS process attributes (e.g. navigation, searching and transacting) while designing e-government service to give improved experience to its user. Originality/value E-government websites have become an important point of contact with citizens for many public services. However, more study is needed to understand how Web-based technological capabilities of e-government services affect user satisfaction. This study is an attempt to explore the impact of the eGSDS process on e-government user satisfaction.

Web Portals in Government Service

Web Portals ◽  
2011 ◽  
pp. 212-229 ◽  
Author(s):  
Tony Aitkenhead
Keyword(s):  
Entry Point ◽  
Business Enterprise ◽  
Web Portals ◽  
Government Service ◽  
Access Points ◽  
Government Services ◽  
Central Access ◽  
Operational Models ◽  
Available Information

Government portals are not dissimilar to business enterprise portals, although many of these are the entry point to the organisation’s intranet and thus internally facing. The purpose of a portal is to increase the volume of available information, and government portals are becoming gateways or central access points for many e-government initiatives around the globe. They perform this task well as they provide a consistent and easy-to-use interface that allows citizens access to a range of government services. This chapter presents the findings of a review of two Victorian government portals, each of which has implemented different operational models.

Mobile Commerce Use among UK Mobile Users Based on a Proposed Mobile Network Utilization Framework

2012 ◽  
pp. 166-199
Author(s):  
Asem Moqbel ◽  
Mirella Yani-Di-Soriano ◽  
Shumaila Yousafzai
Keyword(s):  
Mobile Devices ◽  
Strong Support ◽  
Mobile Network ◽  
Mobile Commerce ◽  
Mobile Users ◽  
Network Utilization ◽  
Task Technology Fit ◽  
Mobile Task

This paper examines UK mobile users’ perceptions of m-commerce utilization. For this purpose, the study has devised a Mobile Network Utilization Model that was empirically tested in experimental settings. The empirical findings revealed strong support for the capability of the proposed utilization model in measuring the concept of Mobile Task-Technology Fit (MTTF) and explaining the utilization of m-commerce services among UK mobile users. In particular, the research found that MTTF and m-commerce utilization are dependent on the interactions between the key components of a wider mobile network, that is mobile devices, mobile tasks, mobile operators, as well as mobile vendors. Fifteen factors were identified as a result of such interaction and the importance of these factors in explaining MTTF and the actual utilization of m-commerce services was empirically asserted.

Mobile Commerce Use among UK Mobile Users

2012 ◽  
pp. 78-111 ◽  
Author(s):  
Asem Moqbel ◽  
Mirella Yani-De-Soriano ◽  
Shumaila Yousafzai
Keyword(s):  
Mobile Devices ◽  
Strong Support ◽  
Mobile Network ◽  
Mobile Commerce ◽  
Mobile Users ◽  
Network Utilization ◽  
Task Technology Fit ◽  
Mobile Task

In this paper, the authors examine UK mobile users’ perceptions of m-commerce utilization. For this purpose, the authors devise a Mobile Network Utilization Model empirically tested in experimental settings. The empirical findings reveal strong support for the capability of the proposed utilization model in measuring the concept of Mobile Task-Technology Fit (MTTF) and explaining the utilization of m-commerce services among UK mobile users. In particular, their research finds that MTTF and m-commerce utilization are dependent on the interactions between the key components of a wider mobile network, namely mobile users, mobile devices, mobile tasks, mobile operators, as well as mobile vendors. The authors identify 15 factors as a result of such interaction and the importance of these factors in explaining MTTF and the utilization of m-commerce services.

Extension of E-Government

2012 ◽  
pp. 527-543
Author(s):  
Mahmud Akhter Shareef ◽  
Norm Archer
Keyword(s):  
Mobile Devices ◽  
Public Service ◽  
Mobile Technologies ◽  
Information And Communications Technologies ◽  
Service Adoption ◽  
Government Services ◽  
Communications Technologies

The emergence of mobile technologies has not only revolutionalized business procedures, but it has also resulted in transformation and reengineering of public service adoption mechanisms in more traditional e-government (EG) systems. Mobile-government or m-government (MG) is a subset of EG where interactions with government services can be conducted through mobile devices. In this chapter, we identify the development of the fundamental capabilities needed to adopt and manage information and communications technologies and to successfully implement citizen-focused MG systems. To accomplish this, we address the feasibility of adopting MG and the fundamental capabilities needed by a government to establish MG.

Evaluation of E-government Services

2010 ◽  
pp. 400-417
Author(s):  
Shang-Ching Yeh ◽  
Pin-Yu Chu
Keyword(s):  
Service Quality ◽  
Government Service ◽  
Public Officials ◽  
Government Services ◽  
Empirical Results

Do e-government services meet citizens’ needs? This chapter examines the performance of e-government services from a citizen-centric perspective. This chapter, taking the Kaohsiung Citizen Electronic Complaint System (KCECS) in Taiwan as a case study, identifies satisfaction and service quality as evaluation indicators when assessing e-government services. The empirical results show that citizens perceive moderately positive satisfaction toward the e-complaint service, and that a citizen-centric approach for evaluating e-government service is desirable. Complaint resolving ability makes the most contribution to the overall satisfaction of e-complaint service, but remains the top priority for improvement of the KCECS. Some solutions are proposed to help public officials to meet citizens’ needs and thus better serve citizens.

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