User satisfaction with m-government sites: an empirical investigation

The rapid development of mobile sites and their continued use by users, as well as government organizations delivering their services to citizens has witnessed considerable high growth over the years. However, it appears that mobile services may lack quality and user satisfaction, since the sites ar...

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Main Authors:	Zamzami, Ikhlas F., Mahmud, Murni
Format:	Article
Language:	English
Published:	SSRN 2014
Subjects:	T173.2 Technological change
Online Access:	http://irep.iium.edu.my/40521/ http://irep.iium.edu.my/40521/ http://irep.iium.edu.my/40521/ http://irep.iium.edu.my/40521/1/MurniM_Ikhlas_mobile_government_SSRN-id2386555.pdf

id	iium-40521
recordtype	eprints
spelling	iium-405212018-06-20T07:37:03Z http://irep.iium.edu.my/40521/ User satisfaction with m-government sites: an empirical investigation Zamzami, Ikhlas F. Mahmud, Murni T173.2 Technological change The rapid development of mobile sites and their continued use by users, as well as government organizations delivering their services to citizens has witnessed considerable high growth over the years. However, it appears that mobile services may lack quality and user satisfaction, since the sites are mostly developed and design without user involvement. This paper empirically investigates the context, content, and customization factors that influence user satisfaction of mobile sites. The context factor was evaluated based on menu structure, navigation, and aesthesis; the content factor was evaluated based on title and content area; the customization factor was evaluated based on screen and personalization. Overall, the paper examines the user perceptions on the quality of M-government mobile interface of three selected Ministry in KSA. An experiment was conducted among the M-government services users, thereafter, a questionnaire and brief interview was conducted to collected data for statistical analysis. A descriptive data analysis and Spearman rho correlations analysis was conducted to examine the relationships among the factors. The findings of the study suggest that there is a significant relationship between the factors of mobile context, content, and customization with user satisfaction. The findings also indicate that the quality of mobile interface services has a positive impact on user satisfaction. Finally, the model and empirical results provide valuable indicators for the direction of future research and also suggest guidelines for developing quality and usable mobile interface services that will successfully meet users’ needs and expectations. SSRN 2014-01-28 Article PeerReviewed application/pdf en http://irep.iium.edu.my/40521/1/MurniM_Ikhlas_mobile_government_SSRN-id2386555.pdf Zamzami, Ikhlas F. and Mahmud, Murni (2014) User satisfaction with m-government sites: an empirical investigation. Social Science Research Network (SSRN) . pp. 1-11. http://ssrn.com/abstract=2386555 http://dx.doi.org/10.2139/ssrn.2386555
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	T173.2 Technological change
spellingShingle	T173.2 Technological change Zamzami, Ikhlas F. Mahmud, Murni User satisfaction with m-government sites: an empirical investigation
description	The rapid development of mobile sites and their continued use by users, as well as government organizations delivering their services to citizens has witnessed considerable high growth over the years. However, it appears that mobile services may lack quality and user satisfaction, since the sites are mostly developed and design without user involvement. This paper empirically investigates the context, content, and customization factors that influence user satisfaction of mobile sites. The context factor was evaluated based on menu structure, navigation, and aesthesis; the content factor was evaluated based on title and content area; the customization factor was evaluated based on screen and personalization. Overall, the paper examines the user perceptions on the quality of M-government mobile interface of three selected Ministry in KSA. An experiment was conducted among the M-government services users, thereafter, a questionnaire and brief interview was conducted to collected data for statistical analysis. A descriptive data analysis and Spearman rho correlations analysis was conducted to examine the relationships among the factors. The findings of the study suggest that there is a significant relationship between the factors of mobile context, content, and customization with user satisfaction. The findings also indicate that the quality of mobile interface services has a positive impact on user satisfaction. Finally, the model and empirical results provide valuable indicators for the direction of future research and also suggest guidelines for developing quality and usable mobile interface services that will successfully meet users’ needs and expectations.
format	Article
author	Zamzami, Ikhlas F. Mahmud, Murni
author_facet	Zamzami, Ikhlas F. Mahmud, Murni
author_sort	Zamzami, Ikhlas F.
title	User satisfaction with m-government sites: an empirical investigation
title_short	User satisfaction with m-government sites: an empirical investigation
title_full	User satisfaction with m-government sites: an empirical investigation
title_fullStr	User satisfaction with m-government sites: an empirical investigation
title_full_unstemmed	User satisfaction with m-government sites: an empirical investigation
title_sort	user satisfaction with m-government sites: an empirical investigation
publisher	SSRN
publishDate	2014
url	http://irep.iium.edu.my/40521/ http://irep.iium.edu.my/40521/ http://irep.iium.edu.my/40521/ http://irep.iium.edu.my/40521/1/MurniM_Ikhlas_mobile_government_SSRN-id2386555.pdf
first_indexed	2023-09-18T20:58:10Z
last_indexed	2023-09-18T20:58:10Z
_version_	1777410444573540352

User satisfaction with m-government sites: an empirical investigation

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