 Understanding the Role of Service Quality of Government APPs in Continuance Intention: An Expectation–Confirmation PerspectiveZijun Mao, Qi Zou, Tingting Bu, Ying Dong and Rongxiao Yan SAGE Open, 2023, vol. 13, issue 4, 21582440231201218 Abstract: Given the huge investment made in developing government applications (APPs), it is essential for them to achieve the levels of performance needed to ensure service quality and meet public needs. Although public loyalty is crucial to the success of government APPs, few studies have analyzed the characteristics of service quality or the continuous use of government APPs and their associations. The present study has developed a theoretical model to show how government APPs service quality promotes continuance intention. A questionnaire survey of 388 government APP-users in China and a structural equation model have been used to verify this theoretical model. The empirical results show that overall service quality has an indirect positive impact on government APPs users’ continuance intention through expectation confirmation, perceived usefulness, and user satisfaction. This study enriches our understanding of service quality and government APPs continuance intention, while also exploring government APPs development, design, and promotion. Keywords: government APPs; continuance intention; service quality; expectation-confirmation model (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:sae:sagope:v:13:y:2023:i:4:p:21582440231201218 DOI: 10.1177/21582440231201218 Access Statistics for this article More articles in SAGE Open |
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