Abstract
PurposeThe study explores how mobile governance affects the administrative burden on older adults, focusing on learning, psychological and compliance costs.Design/methodology/approachUsing attribution theory, the research employs a quantitative research design, utilizing surveys to gather data from 516 older adults across three cities in China: Quzhou, Wuhan and Shanghai. The study examines how intrinsic factors and extrinsic factors of m-government interfaces impact older adults’ administrative burden.FindingsPerceived complexity increases learning, psychological and compliance costs for older adults. Personalization and high-quality information decrease these costs, enhancing user satisfaction. Visual appeal decreases anxiety and psychological costs.Originality/valueThis research links attribution theory with m-government’s administrative burden on older adults, offering new insights into optimizing m-government to serve older adults better.
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