eGovemment service quality measurement scales: A literature review

Desmal, Abdulla Jaafar; Othman, Mohd Khalit Bin; Hamid, Sharifah Bee Binti O.A Abd; Zolait, Ali Hussein Saleh

doi:10.1109/3ict.2019.8910293

Cited by 6 publications

(4 citation statements)

References 60 publications

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“…The quality dimension of user satisfaction is required to construct a broad evaluation scale that can measure the smart devices’ nature with consideration of unique features such as portability, personalisation, limitation of technical features, input features, location, and interaction features ( Demir et al, 2020 ; Khan, Zubair & Malik, 2019 ). The reliability is one of the mGovernment quality factor that has the ability to measure the system performance using the attributes of “timeliness, accuracy, error-free, service promise, and confidentiality” ( Desmal et al, 2019a , 2019b , 2019c ). Using other online measurement scales such as e-Government, e-Commerce, and eRetailing in mGovernment services can lead to difficulties in understanding user satisfaction because each of the contexts has its features and requires a particular measurement scale ( Song & Christen, 2019 ).…”

Section: Introductionmentioning

confidence: 99%

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

Desmal

Hamid

Othman

et al. 2022

PeerJ Computer Science

Self Cite

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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.

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Section: Introductionmentioning

confidence: 99%

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

Desmal

Hamid

Othman

et al. 2022

PeerJ Computer Science

Self Cite

View full text Add to dashboard Cite

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“…Availability evaluates service access and uptime [16,22]. Mobile devices are reliant on networks, servers, and integrations.…”

Section: Availabilitymentioning

confidence: 99%

Measuring the Service Quality of Mobile Smart Devices: A Framework for Best Practices

Jaafar Desmal,

Merza Madan

2024

Quality Control and Quality Assurance - Techniques and Applications

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This chapter presents a comprehensive framework for measuring and managing service quality of mobile smart devices across seven key dimensions: interactions, usability, efficiency, information quality, availability, security, and reliability. Grounded in established models like SERVQUAL and E-S-QUAL, the framework identifies specific metrics based on user perceptions for evaluating expertise, accuracy, responsiveness, and customization. The SERVQUAL model outlines five service quality dimensions: tangibles, reliability, responsiveness, assurance, and empathy. E-S-QUAL adapts these to the digital environment. The proposed framework draws on these seminal models while incorporating new factors relevant to interconnected, artificial intelligence (AI)-enabled mobile platforms and devices. The framework is designed to enable proactive service quality management throughout the customer journey with mobile smart devices—from product design and testing to postsales support. A continuous measurement, analysis, and improvement process is outlined involving quantitative and qualitative techniques. An implementation road map covers considerations for organizing, change management, and training to integrate the methodology into product development processes. The goal is to provide technology companies with actionable and evidence-based guidance for optimizing satisfaction and loyalty among mobile smart device consumers. As these devices continue proliferating, managing user expectations through integrated hardware, software, and service experiences will be key to competitive positioning in mobile ecosystems.

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“…The second topic regarding the role of government was found in 19 policies or 73.08% of the total policies regarding digital transformation found. Presidential Regulation 95/2018 regulates the governance and management of the Electronic-Based Government System (SPBE) in Indonesia, with the establishment of a master plan coordinated by the Digital transformation in the public perspective also concerns the term e-government, which is carried out to improve service quality, increase accessibility to services and information, and increase the effectiveness of transactions that benefit public organizations and service users [54]. In e-government, mapping using Nvivo 12 Pro is divided into five subtopics: data integration, digitalization in public services, e-government system, monitoring and evaluation, risk management, and technology infrastructure.…”

Section: Digital Transformationmentioning

confidence: 99%

The Linkage of Digital Transformation and Tourism Development Policies in Indonesia from 1879–2022: Trends and Implications for the Future

Nanda,

Widianingsih,

Miftah

2023

Sustainability

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This research analyzes digital transformation and tourism development in Indonesia based on policies issued by the central government. The policy was issued in the period 1879–2022, or, precisely, during the Dutch colonial period in Indonesia until the COVID-19 pandemic. This study aims to analyze digital transformation policies and tourism policies in Indonesia that are historically linked, as well as their implications for the future. We analyze the trends and times of the COVID-19 pandemic and their implications for the future. The method used in this research is content analysis by analyzing policy texts quantitatively (number of policies in a certain time) and qualitatively (topics and content). The dataset obtained for analysis in this research contains 87 policies on digital transformation and tourism development with various forms of policies. This study found a linkage between digital transformation policies and tourism development, especially tourism development policies toward digital transformation. In addition, during the COVID-19 period, both policies reached the highest number compared to previous years. This allows for more supportive policies to be born in the coming years and implies opportunities for establishing policies on the use of technology in tourism management.

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eGovemment service quality measurement scales: A literature review

Cited by 6 publications

References 60 publications

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

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

Measuring the Service Quality of Mobile Smart Devices: A Framework for Best Practices

The Linkage of Digital Transformation and Tourism Development Policies in Indonesia from 1879–2022: Trends and Implications for the Future

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