评估移动政府应用服务质量和客户满意度

Q2 Business, Management and Accounting

Journal of Relationship Marketing Pub Date : 2018-07-03 DOI:10.1080/15332667.2018.1492323

Hajar Saeed Al-Hubaishi, S. Ahmad, M. Hussain

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引用次数: 9

摘要

摘要本研究从用户视角出发，识别影响移动政务服务质量的因素。这种评估对于改善政府与公民的互动至关重要。结构方程模型(SEM)用于测试4.37亿政府服务用户的样本。研究结果表明，交互质量、环境、信息、系统、网络和结果质量与移动政务服务质量呈正相关，移动政务服务质量与客户满意度呈正相关。结果不支持感知转换成本与移动政府服务质量之间的关系，但感知转换成本与客户满意度负相关。本研究提供了对服务质量维度的更好理解，以提高用户对服务的接受程度，帮助政府评估移动服务的服务质量，并确定他们可以改进的领域，这可能会导致更高的满意度。讨论了对实践和未来研究的启示和建议。

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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.

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来源期刊

Journal of Relationship Marketing Business, Management and Accounting-Marketing

CiteScore

10.20

自引率

0.00%

发文量

期刊介绍： The Journal of Relationship Marketing is a quarterly journal that publishes peer-reviewed (double-blind) conceptual and empirical papers of original works that make serious contributions to the understanding and advancement of relationship and marketing theory, research, and practice. This academic journal is interdisciplinary and international in nature. Topics of interest (not limited to): Evolution and life cycle of RM; theoretical and methodological issues in RM; types of RM, networks and strategic alliances; internal communication, quality, trust, commitment, satisfaction, loyalty, and dissolution in RM; applications of RM in different disciplines and industries; international perspectives in RM; RM strategies in services economy, higher education, and e-commerce; RM, technology, and the Web; profitability and RM; case studies and best practices in RM. If you are interested in becoming an ad-hoc reviewer, please e-mail a brief statement indicating your area of expertise and interest along with a copy of your CV.