Prioritization of citizens’ preferences for using mobile government services: The analytic hierarchy process (AHP) approach

Abstract

Purpose The identification of key criteria that influence citizens’ preferences for using m-government services, prioritization of these criteria and making them consistent with the development of m-government services can improve the relationship of the government with citizens and vice versa. The purpose of this study is to investigate and prioritize the criteria that influence the usage of m-government services in the United Arab Emirates (UAE), using the technology acceptance model (TAM) and diffusion of innovation (DOI) theory, along with external variables of perceived security and perceived privacy.

Design/methodology/approach A quantitative approach has been applied using a questionnaire with a nine-point scale for collecting data. The analytic hierarchy process (AHP) approach has been deployed to structure and prioritize citizens’ preferences and select users of the Ministry of Interior (MOI) application.

Findings The results of the data analysis showed that the first criteria, which refer to the intention to use m-government services, were ease of use and perceived security and were given the highest priority, and the criterion of observability was given the lowest priority.

Originality/value This study integrates the DOI and TAM theories with other external variables such as perceived security and perceived privacy to develop a conceptual framework. AHP has been used to structure and prioritize the main criteria and sub-criteria of m-government services. The results can assist the m-government decision-makers and software developers in focusing on the criteria that should be considered for the development of m-government services.