Citizen Satisfaction through the Development of a Sustainable Mobile Government Service Model — A Blended Approach through M-S-QUAL and EGAM Theories

Kanchan Pranay Patil () and S. Vijayakumar Bharathi
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Kanchan Pranay Patil: Symbiosis Centre for Information Technology (SCIT), Symbiosis International (Deemed University), Pune, P-15, Pune Infotech Park, Hinjawadi, Pune 411 057, India
S. Vijayakumar Bharathi: Symbiosis Centre for Information Technology (SCIT), Symbiosis International (Deemed University), Pune, P-15, Pune Infotech Park, Hinjawadi, Pune 411 057, India

Journal of Information & Knowledge Management (JIKM), 2024, vol. 23, issue 03, 1-38

Abstract: This research examines the relationship between sustainable m-Gov services and citizen satisfaction with m-Gov services. A multidimensional conceptualisation of sustainable m-Gov services is defined to examine citizen satisfaction. The research model was tested using empirical data collected from 687 m-Gov service users through PLS-SEM. The results showed that service availability, contact, responsiveness, efficiency, and privacy significantly influenced m-Gov service quality. Mobile self-efficacy, perceived trust, and perceived functional benefit are critical for m-Gov adoption. However, perceived compatibility and perceived ability-to-use did not explain the m-Gov adoption. The findings of m-Gov service quality and m-Gov adoption interactions supported their role in predicting sustainable m-Gov services, thereby increasing citizen satisfaction. The outcome of this study is vital for government strategies, public administration, policymakers, and government service delivery literature and provides citizen-centric m-Gov services. Thus, the government and citizens adopting m-Gov services can benefit from the tested model towards increasing the sustainable offering of m-Gov services.

Keywords: Sustainable m-Gov services; citizen satisfaction; e-government adoption; m-Gov service quality; PLS-SEM (search for similar items in EconPapers)
Date: 2024
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DOI: 10.1142/S0219649224500485

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