Assessing M-Government Application Service Quality and Customer Satisfaction

Abstract

This study identifies factors that influence mobile government (m-government) service quality from users’ perspectives. Such assessments are critical to improving government interactions with citizens. Structural equation modelling (SEM) is used to test a sample of 437 m-government services users. The findings suggest that interaction quality, environment, information, system, network, and outcome quality correlate positively with m-government service quality, and m-government service quality correlates positively with customer satisfaction. The results do not support a relationship between perceived switching costs and m-government service quality, but perceived switching costs correlate negatively with customer satisfaction. This study offers better understanding of service quality dimensions for improving user acceptance of services, helping governments evaluate service quality of mobile services and define areas they can improve them, which might lead to greater satisfaction. Implications and recommendations for practice and future research are discussed.