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

被引：50
作者：
Shareef, Mahmud Akhter [1 ]
Dwivedi, Yogesh K. [2 ]
Stamati, Teta [3 ]
Williams, Michael D. [2 ]
机构：
[1] North South Univ, Sch Business, Dhaka, Bangladesh
[2] Swansea Univ, Sch Management, Swansea SA2 8PP, W Glam, Wales
[3] Natl & Kapodistrian Univ Athens, Dept Informat & Telecommun, Athens, Greece
来源：
INFORMATION SYSTEMS MANAGEMENT | 2014年 / 31卷 / 02期
关键词：
mGov; eGov; citizen; service quality; consumer behavior; MULTIPLE-ITEM SCALE; CONSUMER PERCEPTIONS; USER ACCEPTANCE; CITIZEN TRUST; E-COMMERCE; ADOPTION; SATISFACTION; MODEL; ANTECEDENTS; TECHNOLOGY;
D O I：
10.1080/10580530.2014.890432
中图分类号：
TP [自动化技术、计算机技术];
学科分类号：
0812 ;
摘要：
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.
引用
收藏
页码：126 / 142
页数：17
相关论文
共 91 条
[1]   THE THEORY OF PLANNED BEHAVIOR [J].
AJZEN, I .
ORGANIZATIONAL BEHAVIOR AND HUMAN DECISION PROCESSES, 1991, 50 (02) :179-211
[2]  
Ajzen I., 1985, Understanding attitudes and predicting social behavior, DOI DOI 10.1007/978-3-642-69746-32
[3]  
Alfonso X., 2002, P 2 EUR C E GOV ST C, P125
[4]  
Anttiroiko A., 2005, E SERVICE J, V4, P65, DOI DOI 10.2979/ESJ.2005.4.1.65
[5]  
Archer N., 2007, Mobile government, P155, DOI DOI 10.4018/978-1-59140-884-0.CH008
[6]   Customer satisfaction in virtual environments: A study of online investing [J].
Balasubramanian, S ;
Konana, P ;
Menon, NM .
MANAGEMENT SCIENCE, 2003, 49 (07) :871-889
[7]  
Bandura A., 1986, Social Foundations of Thought andAction: ASocialCognitive Theory
[8]   eTransQual: A transaction process-based approach for capturing service quality in online shopping [J].
Bauer, Hans H. ;
Falk, Tomas ;
Hammerschmidt, Maik .
JOURNAL OF BUSINESS RESEARCH, 2006, 59 (07) :866-875
[9]   Reforming the local public sector: economics and politics in privatization of water and solid waste [J].
Bel, Germa ;
Fageda, Xavier .
JOURNAL OF ECONOMIC POLICY REFORM, 2008, 11 (01) :45-65
[10]  
Bentham J., 1931, PRINCIPLES LEGISLATI
12345678910