SQ mGov: A Comprehensive Service-Quality Paradigm for Mobile Government

Mahmud Akhter Shareef; Yogesh K. Dwivedi; Teta Stamati; Michael D. Williams

doi:10.1080/10580530.2014.890432

SQ mGov: A Comprehensive Service-Quality Paradigm for Mobile Government

Mahmud Akhter Shareef, Yogesh K. Dwivedi, Teta Stamati, Michael D. Williams

Research output: Contribution to journal › Article › peer-review

62 Scopus citations

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	https://doi.org/10.1080/10580530.2014.890432
State	Published - Apr 2014
Externally published	Yes

Keywords

citizen
consumer behavior
eGov
mGov
service quality

ASJC Scopus subject areas

Information Systems
Computer Science Applications
Library and Information Sciences

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

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10.1080/10580530.2014.890432

Cite this

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title = "SQ mGov: A Comprehensive Service-Quality Paradigm for Mobile Government",

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.",

keywords = "citizen, consumer behavior, eGov, mGov, service quality",

author = "Shareef, \{Mahmud Akhter\} and Dwivedi, \{Yogesh K.\} and Teta Stamati and Williams, \{Michael D.\}",

year = "2014",

month = apr,

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language = "English",

volume = "31",

pages = "126--142",

journal = "Information Systems Management",

issn = "1058-0530",

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TY - JOUR

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T2 - A Comprehensive Service-Quality Paradigm for Mobile Government

AU - Shareef, Mahmud Akhter

AU - Dwivedi, Yogesh K.

AU - Stamati, Teta

AU - Williams, Michael D.

PY - 2014/4

Y1 - 2014/4

N2 - 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.

AB - 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.

KW - citizen

KW - consumer behavior

KW - eGov

KW - mGov

KW - service quality

UR - https://www.scopus.com/pages/publications/84898990279

U2 - 10.1080/10580530.2014.890432

DO - 10.1080/10580530.2014.890432

M3 - Article

AN - SCOPUS:84898990279

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VL - 31

SP - 126

EP - 142

JO - Information Systems Management

JF - Information Systems Management

IS - 2

ER -

SQ mGov: A Comprehensive Service-Quality Paradigm for Mobile Government

Abstract

Keywords

ASJC Scopus subject areas

UN SDGs

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Cite this