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

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.