Factors influencing customers’ attitude to adopt e-government mobile applications

Abstract

Establishing new relations with new customers and managing customers’ relations with the existing ones is important and considered challenges for each firm nowadays. Thus, studying and understanding different psychological factors like consumers’ emotions and happiness, motivates and attitudes are important while it helps in how to do more business with customers and push them to stay longer especially when adopting e-government mobile applications. This study used a quantitative research approach with survey data collection from different users of government mobile applications (GMA). The sample is around 340 from different backgrounds and levels of using different government services mobile apps. The results revealed the standardized regression and coefficients interpret the direct association between the study variables, hence confirmed the hypothesized model that included several factors such as perceived usefulness, perceived ease of use, perceived skills readiness, and perceived security toward attitudes to GMA and use of GMA effects on customer happiness and positive emotion. Moreover, the conclusion and implications confirmed the literature of this research field and elucidated most of the stated factors that significantly influence the customers’ emotion and happiness. For further study, research directions are given to expand the extant understanding of new different factors with other outcomes of mobile applications use.