M-government Services Research Articles

Enhancing M-Government service adoption in Saudi Arabia: the role of mobile edge computing in moderating technology acceptance

Purpose Mobile edge computing (MEC) services have long been used by private enterprises in Saudi Arabia with considerable success; however, there has been a stark lack of insight into how these services can be used to improve mobile government (M-Government) services for KSA citizens. This study aims to bridge this gap by integrating MEC with an enhanced version of the technology acceptance model (TAM) and examining its effects on user behavior and acceptance. Design/methodology/approach A closed-ended survey was administered to 1,500 people, and the responses were analyzed using sophisticated advanced statistical techniques to test an expanded TAM, using a quantitative method that uses structural equation modeling to validate the proposed model and hypotheses. Findings This study reveals that MEC significantly influences users’ intentions about using M-Government services and their tolerance for new technology adoption. Specifically, service cost and social influence are positively linked with end users’ intention to adopt M-Government services. Originality/value The novelty and contribution of this paper to existing literature are in highlighting the pivotal role of MEC in transforming public sector service delivery through technology. This study not only supports the adoption of M-Government services to enhance social welfare but also demonstrates and concludes some practical and theoretical ramifications of MEC service adoption.

Understanding user satisfaction with physical and m-government services: evidence from LUKU in Tanzania

Understanding user satisfaction with physical and m-government services: evidence from LUKU in Tanzania

How M-government Services Build Relative Trust? The Mediating Roles of Value Creation and Risk Perception

Mobile government (m-government) has been proposed as a means to rebuild public trust in government. However, there is limited discussion regarding how m-government shapes trust in the existing literature. Thus, our study aims to examine the impact of m-government services on various types of trust by using the concept of relative trust. Additionally, we investigate how public value creation, private value acquisition, and risk perception mediate the relationship between m-government use and citizens’ relative trust in government. To test our hypotheses, this study collected data from a telephone survey of 2,875 public service users in China. The findings reveal that the use of m-government services is positively associated with citizens’ relative trust in institutions but negatively associated with their relative trust in grassroots civil servants. Furthermore, perceived public and private values mediate the relationship between m-government services and citizens’ relative trust in institutions versus grassroots civil servants, with private value playing a more significant mediating role. This study provides evidence on the role of m-government services in shaping various types of citizens’ relative trust in government, including institutional trust and relational trust.

Insights into Mobile Government Adoption Factors: A Comprehensive Analysis of Peduli Lindungi Application in Indonesia

Information and Communication Technology (ICT) progression has notably impacted the shift from traditional public services to digital alternatives. Among the various digital services, m-government services, provided by smartphone technology, have gained widespread popularity. Unfortunately, the broader adoption of digital technology encounters several challenges, including insufficient user interest and acceptance, as well as concerns regarding security and user privacy. The primary goal of the research is to address the existing gap in the literature by examining the factors that contribute to the effective implementation of m-government services. A mix of key components is employed, incorporating the Information Systems (IS) Success model and Technology Acceptance Model (TAM) as research variables. The research applies a quantitative approach in the form of an online survey. Furthermore, a Partial Least Square- Structure Equational Modeling (PLS-SEM) analytic approach is performed to evaluate 230 data points. The research findings support five hypotheses while rejecting three hypotheses. Significantly, the findings suggest that perceived usefulness and ease of use influence behavioral intention considerably. Additionally, constructions related to service quality significantly impact behavioral intention. Meanwhile, both system quality and information quality do not contribute to affecting behavioral intention. Furthermore, information quality exerts a substantial impact on perceived usefulness, but it does not influence perceived ease of use. Finally, it is observed that system quality significantly affects the perceived ease of use.

Culture and law enforcement influence on m-government adoption: An exploratory study

In an era characterized by technological advancement and innovation, the emergence of Electronic Government (e-Government) and Mobile Government (m-Government) represents significant developments. Previous studies have explored acceptance models in this domain. This research presents a novel acceptance model tailored to the context of m-Government adoption in Jordan, integrating the Information System (IS) Success Factor Model, Hofstede’s Cultural Dimensions Theory, and considerations for law enforcement factors. The primary objective of this study is to investigate the strategies for promoting and enhancing the adoption of m-Government applications within Jordanian society. Data collection involved the distribution of 203 electronic questionnaires, with subsequent analysis conducted using SPSS. The findings reveal the acceptance and significance of three hypotheses: Information Quality, Service Quality, and Power Distance. Additionally, the study incorporates the influence of Law Enforcement factors, contributing to a comprehensive understanding of the multifaceted determinants shaping the adoption of m-Government services in Jordan.

Factors influencing seniors’ switching to m-government services: A mixed-methods study through the lens of push-pull-mooring framework

Based on the push-pull-mooring framework, this study applies mixed methods to examine the key factors affecting seniors’ switching from offline to m-government services. A qualitative study was conducted to identify five factors of the push-pull-mooring framework, and a subsequent quantitative study used a hybrid SEM-ANN method to analyze data from 345 senior Chinese users. Results showed that transparency greatly impacts seniors’ satisfaction with m-government services. Perceived inefficiency significantly affects dissatisfaction with offline services, and inertia increases switching costs. However, perceived government investment does not significantly affect seniors’ satisfaction with m-government services. An urban-rural comparison yielded additional findings.

Exploring determinants of M-government services for the Ministry of Housing: a study from the citizens' perspective in Oman

Exploring determinants of M-government services for the Ministry of Housing: a study from the citizens' perspective in Oman

Exploring Determinants of M-government Services for the Ministry of Housing: A Study from the Citizens' Perspective in Oman

Exploring Determinants of M-government Services for the Ministry of Housing: A Study from the Citizens' Perspective in Oman

Exploring Factors Affecting Mobile Government Services Adoption in the Egyptian Context

This research intends to identify factors in the adoption of mobile government services, recognizing the main mobile government acceptance factors through different models, namely, the theory of reasoned action (TRA), the theory of planned behavior (TPB), the technology acceptance model (TAM), the technology readiness index (TRI), and the unified theory of acceptance and use of technology (UTAUT). Reviewing prior studies on factors that influence mobile government acceptance in Egypt and addressing local challenges help in the development of effective strategies for successful implementation, considering opportunities and challenges in value-added services (VAS). Therefore, the main objectives of this paper are as follows: we critically review prior studies to identify the main mobile government acceptance factors, explore the identified dimensions of mobile government acceptance, and recognize further insights into the challenges that exist in the Egyptian context. Data are gathered through interviews with technology experts and customers with technological experience in Egypt. The findings of the study show that the factors affecting mobile government adoption in the Egyptian context are identified as follows: facilitating conditions, opportunities and challenges, technology and information systems, perceived usefulness, challenges like a lack of trust, cost, privacy, age, and several other obstacles. This research assists scholars and practitioners with insights into how to create and promote an application that is deemed attractive for the adoption of m-government services.

Factors Affecting Continuance Intention of M-Government

Mobile government (m-government) can potentially provide substantial benefits. Nonetheless, the low level of use has prevented realizing the potential benefits of m-government. As a result, researchers have studied the factors affecting the acceptance of m-government. However, to date, no study has empirically investigated the factors affecting the continuance intention of using m-government. This article argues that investigating these factors will provide a greater insight into why the potential benefits have not been realized. The theoretical foundation of the proposed model builds on the expectation-confirmation model, information system success model, and the external factor trust. This study has adopted a quantitative methodology and conducted an online questionnaire. The data were collected from 553 m-government users in Saudi Arabia, who have used multiple m-government services. The results show that the proposed model has the capability to identify the factors affecting the continuance intention in m-government context.

Analysis the Critical Factors of M-government Service Acceptance: An Integrating Theoretical Model between TAM and ECM

The development of smartphones has an essential role in digital services, which have the advantage of access to health services that can be performed anywhere and anytime. Unfortunately, the diffusion process of smartphone technology in the provision of health services faces the problem of decreasing the actual use of mobile health applications. Previous studies on m-government health services have also focused on using TAM and UTAUT to predict individual user behavior. A gap in the literature has been identified in previous studies. This study investigates the critical factors for the individual acceptance of m-government health services, especially the Peduli Lindungi mobile health service. The two theoretical models, TAM and ECM, were integrated to enhance the body of knowledge in predicting individual behavior in the m-government healthcare context. A quantitative method was used to analyse a total of 200 data. PLS-SEM was used to analyze the outer and inner models. The findings of this study support all hypotheses. The study's findings show that Perceived Usefulness, Perceived Easy to Use, and Satisfaction significantly affect on Intention Use; Perceived Usefulness, Perceived Easy to Use, and Expectation Confirmatory significantly affect on Satisfaction, Perceived Easy to Use has a significant effect on Perceived Usefulness. Expectation confirmation significantly affected Perceived Usefulness and perceived ease of use. The proposed model is successfully validated. Future research could consider integrating these theoretical models to assess the critical factors influencing the acceptance and use of digital services in other contexts.

Exploring Factors that Effect on M-Government Adoption Amongst Users: Evidence From Kuwait

Technological development has significantly influenced the application of mobile technologies, and currently, government agencies are intensely focusing on encouraging citizens to adopt and use mobile government, or M-government, services. However, it is quite clear that in order to motivate citizens, it is important for the government to increase their engagement by enhancing the efficiency of government services. Several governments, including the government of Kuwait, have already begun to move towards developing and implementing mobile government projects, with the primary aim of increasing interaction with citizens to improve service quality and delivery processes. This research has critically developed and analysed existing technology acceptance theories and models to establish an evaluation framework. Furthermore, this paper introduces an effective conceptual model for the citizens of Kuwait to adopt M-government services, promoting national growth. In order to collect data for this research, Kuwaiti citizens were targeted, and a survey was conducted using questionnaires. Moreover, the proposed framework has been empirically tested through structural equation modelling, with data collected directly from the structured questionnaire. The findings primarily address perceived usefulness, awareness, compatibility, face-to-face interaction, and social influence in a significant manner. This research contributes to predicting the main intention behind using M-government services. Keywords: Mobile Government, Kuwait, Adoption, UTAUT DOI: 10.7176/EJBM/15-10-05 Publication date: May 31 st 2023

Understanding the antecedents of privacy fatigue in facial recognition-based m-Gov services: An empirical study from China

Facial recognition technology has been adopted for the better delivery of m-government services, but the ease and frequency with which users' personal information is being accessed and misused have inevitably increased. This has recently triggered a new phenomenon of privacy fatigue in e-governance, which makes people feel powerless to protect their privacy. A comprehensive understanding of users' privacy fatigue is important, since negative user perceptions may lead to disengagement and the distrust of the government. Drawing on the Person-Environment fit theory and user agency perspective, this study examines the antecedents of privacy fatigue, manifested as emotional exhaustion and cynicism. A large-scale telephone survey allowed data to be collected from 3, 436 users of facial recognition-based m-Gov services in China. The Partial Least Squares (PLS) results reveal that: (1) privacy fatigue indeed occurs among the users of facial recognition-based m-Gov services in China; (2) the perceptions of privacy control is the core antecedent of users' privacy fatigue, which influences two dimension—emotional exhaustion and cynicism—in different directions; (3) the effectiveness of both privacy self-efficacy and government legislation positively influences perceived privacy control, while the effect of the effectiveness of privacy policies on it is insignificant. This study contributes to the research by empirically testing the notion and antecedents of privacy fatigue in the context of facial recognition-based m-Gov services, and provides a mechanism analysis with an overarching theoretical framework. In addition, the findings may generate new research avenues related to privacy fatigue under an AI-enabled government.

A user satisfaction model for mobile government services: a literature review.

User satisfaction is essential for the success of an organisation. With the development of government service delivery through mobile platforms, a compatible measurement model must be found to measure user satisfaction with performing such services through a mobile government portal. Measuring user satisfaction with mobile government services is necessary nowadays due to the increasing popularity of smart devices. Research on mGovernment users’ satisfaction is lacking, leading to difficulties in understanding users’ expectations. In the present study, systematic literature reviews have been used to analyze users’ satisfaction with mGovernment portals and propose a comprehensive model compatible with such contexts. The results show that government agencies can evaluate users’ satisfaction using the proposed model of six quality constructs: usability, interaction, consistency, information, accessibility, and privacy and security. The study recommends improving the evaluation strategies of mGovernment portals regularly to ensure they fit with challenges. Measuring user satisfaction at mGovernment services encourages the user to perform the transactions through such online platforms, increasing the digitalization process and reducing the cost and efforts for both the service provider and end-users.

Exploring the information quality of mobile government services: a literature review

This article aims to investigate the constructs that can be used to evaluate the information quality (IQ) of mobile government services. The dimension of IQ is one of the fundamental constructs that assesses the extent of information based on its accuracy, usefulness, and timeliness. Based on the review of previous studies, there is a lack of studies related to mGovernment service quality. It is not practical to measure the service quality of mGovernment by using other measurement scales such as e-service, e-commerce, or e-government. Therefore, it is necessary to understand each dimension that guides constructing a comprehensive framework to measure service quality at mGovernment. The constructs of information quality were extracted from previous literature in mobile government, mobile application service, and e-government to understand the development stages, structure, and unique features—this guide to conduct the systematic literature review to clarify the constructs belonging to the evaluation of information quality. The present article identified six constructs—understandability, timeliness, accuracy, completeness, availability, and usefulness—to measure the information quality of mobile government service. There is limited literature on mGovernment information service quality. With the development of government services on mobile devices, it is necessary to measure information quality at mGovernment service channel to understand users’ expectations. The mGovernment service provider benefits from measuring the service quality by improving the strategy and criteria of information at mGovernment portal. In addition, the end-users expect to perform the service with the best quality level of the information supplied and displayed on mGovernment platform.

Mediation Model of Factors Affecting Continuous Use of M-government Services of Abu Dhabi Smart City

This paper presents a development of mediation model using SEM-AMOS software. Themodel hypothesized that the directrelationship is between the quality and public value constructs with continuous intention to use M-government services. While, the mediatorconstructs to the direct relationship are trust and satisfaction constructs. Thedata used to develop and testing this model was gathered through questionnaire survey from 231 valid responses from Abu Dhabismart city residents using the police department M-services. The development of the model was conducted in two stages where at first stage it involved confirmatory factor analysis and the second stage involved path analysis. The analysis on the model found that quality construct has significant direct relationship with trust and user satisfaction constructs, but it does not have significant direct relationship with continuous to use construct. Similarly, the public value construct has significant direct relationship with trust and user satisfaction constructs, but it does not have significant direct relationshipwith continuous intention to use construct. Thus, both the user satisfaction and trust constructs havea full mediation effect with the direct relationship of public value and quality construct with continuous intention to use construct of M-government services. Thus, it can be concluded that the relationship of public value and quality constructs with continuous to use construct is fully mediated by both trust and satisfaction constructs in M-government services. The findings from this study assists the government for continuous usage of M-government services that contributes to the sustainability of smartcity.

Causative Factors for Continuous Usage of M-government Services Among Users of Smart City

This paper presents a quantitative study on assessing causative factors that contributing to continuous usage of M-government services among users using questionnaire survey. The survey was conducted through purposive sampling techniques of selecting the respondents of smart city that are users of M-government of Abu Dhabi police department. The collected data from 379 valid responses of the survey was analysed for its reliability and normality and found that the data was reliable and achieved normality criteria. The data was further used for ranking of the factors based on its importance toward the continuous usage of M-government. It was found that that for Quality of M-Government group, the most significant factor is QG3 which is M-government system provides up-to-date information. In Public Value group, the most influence factor is PV9 which is Using the M-government increases the government accountability; In Trust group the most influence factor is T5 which is feel comfortable interacting with the M-government system since it generally fulfils its duties efficiently; In User Satisfaction group the most influence factor is US7 which is satisfied with the service received from the M-government; In Continuous Intention to Use group the most influence factor is CIU9 which is recommend others to use in the future. In term of group ranking, it was foundthat user satisfactiongroup leads other groups then followed by public valuethen trustgroup, continuous intention to useand finally the quality of M-governmentgroups. This indicates that for M-government services to enhance its usage of the services the main priority should be given to user satisfaction.

The determinants of Mobile government services adoption: The moderating effect of perceived government support (PGS)

This study holds the view that the m-government success depends on the adequate intervention and support of government. Given this, the study seeks to investigate the role that government support can play on m-government services acceptance. Particularly the study examines the moderating influence of perceived government support (PGS) on m-government services usage. A structural equation model (SEM) method was deployed with Smart PLS 3.0. Analysis from the data captured using a comprehensive Unified Theory of Acceptance and Use of Technology (UTAUT) model, demonstrated that contrary to the initial held view, performance expectancy (PE) did not impact the acceptance behavior of m-government services. Facilitating conditions, security and privacy, trust in m-government and quality of information had a direct positive influence on m-government services adoption. The findings also revealed that PGS had a significant moderating influence on PE, facilitation conditions, and trust towards the adoption of mobile government services. However, perceived government support had no significant moderating effect on security and privacy and information quality on the adoption of m-government services. These results guide researchers and practitioners in respect of the role government support plays in making m-government a success and how government aid should be designed to have the maximum impact on changing the adoption behavior of citizens.

Do Social Media and e-WOM Influence M-Government Services?

In Web-4 technologies, Social media (SM) has emerged as a prominent tool for the government to interact and engage with citizens. It is also an effective channel for providing government services. However, for effective implementation and its success, it is critical to understand the citizens' perceptions towards the government's use of SM and its impact on mobile government (MG) adoption. Consequently, the study focuses on assessing the impact of SM influence and electronic word of mouth (e-WOM) on MG service parameters such as MG Awareness, MG Transparency, and MG Trust. The results of structural equation modelling revealed the significance of e-WOM on improving MG awareness and trust and SM Influence. Further, SM Influence had a direct impact only on MG Transparency. However, results revealed the importance of SM Influence and MG Transparency as a mediator for MG Trust. Besides, gender and age as moderators are investigated and discussed in detail.

An Acceptance Model of Using Mobile-Government Services (AMGS)

In recent years, the telecommunications sector is no longer limited to traditional communications, but has become the backbone for the use of data, content and digital applications by individuals, governments and companies to ensure the continuation of economic and social activity in light of social distancing and total closure in most countries in the world. Therefore, electronic government (e-Government) and mobile government (m-Government) are the results of technological evolution and innovation. Hence, it is important to investigate the factors that influence the intention to use m-Government services among Jordan’s society. This paper proposed a new m-Government acceptance model in Jordan (AMGS); this model combines the Information System (IS) Success Factor Model and Hofstede Cultural Dimensions Theory. The study was conducted by surveying different groups of the Jordanian community. A structured questionnaire was used to collect data from 203 respondents. Multiple regression analysis has been conducted to analyze the data. The results indicate that the significant predictors of citizen intention to use m-Government services in Jordan are Information Quality, Service Quality, Uncertainty Avoidance, and Indulgence vs. restraint. While, the results also suggest that Power Distance is not a significant predictor of citizen intention to use m-Government services.