Abstract
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.
| Original language | English |
|---|---|
| Pages (from-to) | 126-142 |
| Number of pages | 17 |
| Journal | Information Systems Management |
| Volume | 31 |
| Issue number | 2 |
| DOIs | |
| State | Published - Apr 2014 |
| Externally published | Yes |
UN SDGs
This output contributes to the following UN Sustainable Development Goals (SDGs)
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SDG 16 Peace, Justice and Strong Institutions
Keywords
- citizen
- consumer behavior
- eGov
- mGov
- service quality
ASJC Scopus subject areas
- Information Systems
- Computer Science Applications
- Library and Information Sciences
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