Public service reformation: Relationship building by mobile technology

Mahmud A. Shareef, Ramakrishnan Raman, Abdullah M. Baabdullah, Rafeed Mahmud, Jashim Uddin Ahmed, Humayun Kabir, Vinod Kumar, Uma Kumar, M. Shakaib Akram, Ahmedul Kabir and Bhasker Mukerji

International Journal of Information Management, 2019, vol. 49, issue C, 217-227

Abstract: Extensive implementation of information and communication technology (ICT) in public administration has created the capacity to reengineer public service systems to develop a new service delivery channel using the continuous interactivity of the mobile phone's short messaging service (SMS). An empirical study was conducted among general citizens in Bangladesh, who are the actual users of public service. The study revealed that the critical factors which contribute to the development of attitude toward public administration for service delivery through mobile phone SMS are: time and location, relevance, and reliability.

Keywords: Public service; Short messaging service (SMS); Public administration reformation; Consumer attitudes; Distribution channel; Service design (search for similar items in EconPapers)
Date: 2019
References: Add references at CitEc
Citations: View citations in EconPapers (2)

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0268401219300337
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:ininma:v:49:y:2019:i:c:p:217-227

DOI: 10.1016/j.ijinfomgt.2019.03.007

Access Statistics for this article

International Journal of Information Management is currently edited by Yogesh K. Dwivedi

More articles in International Journal of Information Management from Elsevier
Bibliographic data for series maintained by Catherine Liu ().