A user satisfaction model for mobile government services: a literature review

Abstract

User satisfaction is essential for the success of an organisation. With the development of government service delivery through mobile platforms, a compatible measurement model must be found to measure user satisfaction with performing such services through a mobile government portal. Measuring user satisfaction with mobile government services is necessary nowadays due to the increasing popularity of smart devices. Research on mGovernment users’ satisfaction is lacking, leading to difficulties in understanding users’ expectations. In the present study, systematic literature reviews have been used to analyze users’ satisfaction with mGovernment portals and propose a comprehensive model compatible with such contexts. The results show that government agencies can evaluate users’ satisfaction using the proposed model of six quality constructs: usability, interaction, consistency, information, accessibility, and privacy and security. The study recommends improving the evaluation strategies of mGovernment portals regularly to ensure they fit with challenges. Measuring user satisfaction at mGovernment services encourages the user to perform the transactions through such online platforms, increasing the digitalization process and reducing the cost and efforts for both the service provider and end-users.

The impact of e‐government services on customer satisfaction in the private sector: A case study of the Kingdom of Bahrain (SIJILAT), an online commercial registration

“…Performance is done in accordance with the expectations of the users, which involves punctuality, providing the same service to all users without errors, a sympathetic attitude, and high accuracy. These findings are consistent with researchers such as Al Radaideh (2011), Jaeger and Matteson (2009), Gemino et al (2004), Myint (2022), Desmal et al (2022), Akkaya et al (2013), Lee and Lin (2005), and Ferrerc et al (2019).…”

“…Myint (2022) revealed that e‐government service quality and customer satisfaction could be guaranteed by the existence of eight contributing dimensions: system quality, reliability, security, accessibility, information quality, service capability, interactivity, and responsiveness. Desmal et al (2022) confirmed this relationship, describing that by the fact that reliability is one of the government qualities factors that can measure the system performance using the attributes of timeliness, accuracy, error‐free, service promise, and confidentiality, which in turn guarantee the customer's satisfaction. Akkaya et al (2013) also ensured this relationship; they mentioned that reliability is one of the most important factors affecting service quality and customer satisfaction.…”

“…Although several studies have discussed models and factors for understanding e-Government adoption, customer satisfaction with e-Government services remains a key research theme. Several studies on e-Gov services have used different models to analyze user satisfaction (e.g., Ahmad et al, 2021;Alexander et al, 2007;Al-Hawary & Al-Menhaly, 2016;Ali et al, 2017;Al-Kaseasbeh et al, 2019;Alnaser et al, 2017;AlSoufi & Wasly, 2015;Al-Yafi et al, 2014;Billanes & Enevoldsen, 2021;Dasgupta & Xiao, 2002;Desmal et al, 2022;Ferrerc et al, 2019;George & Kumar, 2013;Gharlegh et al, 2015;Gul et al, 2016;Hasan & Faisal, 2020;Hindi et al, 2014;Li & Xue, 2021;Myint, 2022;Parasurman et al, 1985;Qasem & Zolait, 2016;Sheng & Liu, 2010;Weerakkody et al, 2016). This is partly attributed to the fact that few studies have attempted to understand holistically the link between the provisioning of digital information and transactions, and it take up and usage.…”

“…This was explained by a need for more awareness regarding security procedures and the criticism of citizen support. Desmal et al (2022) conducted a systematic literature review to analyze users' satisfaction with government portals. They proposed a comprehensive model compatible with such contexts using six quality constructs: usability, interaction, consistency, information, accessibility and privacy and security.…”

“…Reliability-security and privacy-ease of use-informationwebsite design-responsiveness Beneficiaries satisfaction Weerakkody et al (2016) Trust-information quality-system quality-cost User satisfaction Zahir and Gharleghi (2015) Trust-culture-awareness Intention to adopt e-government Al-Kaseasbeh et al (2019) Perceived usefulness-service quality-ease of useconfirmation Customer satisfaction Ferrerc et al (2019) Trust-information quality-service quality-system quality User satisfaction Ahmad et al (2021) Perceived usefulness-trust-ease of use-attitude Intention to adopt e-government Alnaser et al (2017) Service quality-perceived usefulness-perceived ease of use Customer satisfaction Desmal et al (2022) Information-accessibility-privacy and security-service quality-usability-interaction-consistency…”