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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...
Autores principales: | , , , |
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Formato: | Online Artículo Texto |
Lenguaje: | English |
Publicado: |
PeerJ Inc.
2022
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Materias: | |
Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9455267/ https://www.ncbi.nlm.nih.gov/pubmed/36091981 http://dx.doi.org/10.7717/peerj-cs.1074 |
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author | Desmal, Abdulla Jaafar Hamid, Suraya Othman, Mohd Khalit Zolait, Ali |
author_facet | Desmal, Abdulla Jaafar Hamid, Suraya Othman, Mohd Khalit Zolait, Ali |
author_sort | Desmal, Abdulla Jaafar |
collection | PubMed |
description | 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. |
format | Online Article Text |
id | pubmed-9455267 |
institution | National Center for Biotechnology Information |
language | English |
publishDate | 2022 |
publisher | PeerJ Inc. |
record_format | MEDLINE/PubMed |
spelling | pubmed-94552672022-09-09 A user satisfaction model for mobile government services: a literature review Desmal, Abdulla Jaafar Hamid, Suraya Othman, Mohd Khalit Zolait, Ali PeerJ Comput Sci Human-Computer Interaction 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. PeerJ Inc. 2022-08-22 /pmc/articles/PMC9455267/ /pubmed/36091981 http://dx.doi.org/10.7717/peerj-cs.1074 Text en © 2022 Desmal et al. https://creativecommons.org/licenses/by/4.0/This is an open access article distributed under the terms of the Creative Commons Attribution License (https://creativecommons.org/licenses/by/4.0/) , which permits unrestricted use, distribution, reproduction and adaptation in any medium and for any purpose provided that it is properly attributed. For attribution, the original author(s), title, publication source (PeerJ Computer Science) and either DOI or URL of the article must be cited. |
spellingShingle | Human-Computer Interaction Desmal, Abdulla Jaafar Hamid, Suraya Othman, Mohd Khalit Zolait, Ali A user satisfaction model for mobile government services: a literature review |
title | A user satisfaction model for mobile government services: a literature review |
title_full | A user satisfaction model for mobile government services: a literature review |
title_fullStr | A user satisfaction model for mobile government services: a literature review |
title_full_unstemmed | A user satisfaction model for mobile government services: a literature review |
title_short | A user satisfaction model for mobile government services: a literature review |
title_sort | user satisfaction model for mobile government services: a literature review |
topic | Human-Computer Interaction |
url | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9455267/ https://www.ncbi.nlm.nih.gov/pubmed/36091981 http://dx.doi.org/10.7717/peerj-cs.1074 |
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