EconPapers    
Economics at your fingertips  
 

Service Quality Parameters for Mobile Government Services in India

Lovneesh Chanana, Rajat Agrawal and Devendra Kumar Punia

Global Business Review, 2016, vol. 17, issue 1, 136-146

Abstract: Information and communications technology (ICT)-based government service delivery in India is rapidly achieving a stage of maturity. With the increasing teledensity and the penetration of mobile devices, the Indian central and state governments have started to offer government services over mobile devices. As more and more government services are offered over mobile phones, it is important to gain an understanding of parameters determining the quality of mobile government services. The identification of service quality parameters will help stakeholders appropriately prioritize and position mobile-based government service delivery. This article presents the findings of an exploratory study using an online survey of Indian e-government experts on the service quality parameters for m-government in India. The study aims to identify and prioritize the service quality parameters based on similar parameters identified by researchers for e-government and mobile service quality.

Keywords: Mobile; service quality; service delivery; India; e-governance; m-governance; mobile government (search for similar items in EconPapers)
Date: 2016
References: View complete reference list from CitEc
Citations:

Downloads: (external link)
https://journals.sagepub.com/doi/10.1177/0972150915610702 (text/html)

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:sae:globus:v:17:y:2016:i:1:p:136-146

DOI: 10.1177/0972150915610702

Access Statistics for this article

More articles in Global Business Review from International Management Institute
Bibliographic data for series maintained by SAGE Publications ().

 
Page updated 2025-03-19
Handle: RePEc:sae:globus:v:17:y:2016:i:1:p:136-146