Mobile government services satisfaction and usage analysis: UAE government smart services case study

Abstract

Swift expansion of smart mobile technology that has internet access is changing the government's trend for provides services to their citizens. Each type of Mobile device has different abilities based on the manufacturers. This paper presents the satisfaction of users concerning mobile computing services that provide by the government through used holistic model. On the other hand, how governments can improve the m-government services. The researchers developed three hypotheses to deal with relationships between services satisfaction and its two components (service quality and efficient transactions). The researchers used literature review and quantitative approach to analyses the responses that obtained through the questionnaire. In terms of efficient transactions, study finds the (Speed, Privacy & Trust) are the main causes of attitude toward m-government services and in terms of service quality, the study also found (availability & accessibility, Reliability & Accuracy) are important elements to toward m- government services.