SQ mGov: A Comprehensive Service-Quality Paradigm for Mobile Government

Mahmud Akhter Shareef · Yogesh Kumar Dwivedi · Teta Stamati · Michael D. Williams

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E-Government and Public Services Customer Service Quality and Loyalty Technology Adoption and User Behaviour

Abstract

Service quality of Mobile Government (mGov) is an important concept; however, to date, there has been relatively little work conducted in this emerging area. Based on an empirical study conducted among 1404 users of mGov in Mumbai, India, this study conceptualizes and identifies four service-quality dimensions—connectivity, interactivity, understandability, and authenticity—as the formative constructs of mGov service quality, and 16 measuring items to evaluate those dimensions as the reflective indicators.

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References

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2016Development of a scale to measure the quality of mobile location-based services 2019Decision Support System in Determining Structural Position Mutations Using Simple Additive Weighting (SAW) Method

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