641
Views
52
CrossRef citations to date
0
Altmetric
Regular Articles

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

, , &

REFERENCES

  • Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior & Human Decision Processes, 50, 179–211.
  • Ajzen, I., & Fishbein, M. (1980). Understanding attitudes and predicting social behavior. Englewood Cliffs, NJ: Prentice-Hall Inc.
  • Anttiroiko, A.-V. (2005). Towards ubiquitous government: The case of Finland. E-Service Journal, 4(1), 65–99.
  • Archer, N. (2007). Mobile eHealth: Making the case. In Kushchu, I. (Ed.), Mobile government: AN Emerging direction in e-government ( pp. 155–170). Hershey, PA: IGI Publishing.
  • Balasubramanian, S., Konana, P., & Menon, N. N. (2003). Customer, satisfaction in virtual environments: A study of online investing. Management Science, 7, 871–889.
  • Bandura, A. (1986). Social foundations of thought and action. Englewood Cliffs, NJ: Prentice-Hall.
  • Bauer, H. H., Falk, T., & Hammerschmidt, M. (2006). eTransQual: A transaction process-based approach for capturing service quality in online shopping. Journal of Business Research, 59, 866–875.
  • Bel, G., & Fageda, X. (2008). Reforming the local public sector: Economics and politics in privatization of water and solid waste. Journal of Economic Policy Reform, 11(1), 45–65.
  • Bentham, J. (1931). Principles of legislation. New York: Harcourt, Brace and Co.
  • Bhatti, N., Bouch, A., & Kuchinsky, A. (2000). Integrating user-perceived quality into web server design. Computer Networks, 33(1), 1–16.
  • Borsboom, D., Mellenbergh, G. J. & van Heerden, J. (2003). The theoretical status of latent variables. Psychological Review, 110(2), 203–219.
  • Borsboom, D., Mellenbergh, G. J., & van Heerden, J. (2004). The concept of validity. Psychological Review, 111(4), 1061–1071.
  • Boyer, K. K., Hallowell, R. & Roth, A. V. (2002). E-Services: Operations strategy—A case study and a method for analyzing operational benefits. Journal of Operations Management, 20(2), 175–188.
  • Bryer, T. A. (2007). Toward a relevant agenda for a responsive public administration. Journal of Public Administration Research and Theory, 17(3), 479–500.
  • Burton-Jones, A. (2009). Minimizing method bias through programmatic research. MIS Quarterly, 33(3), 445–471.
  • Cai, S., & Jun, M. (2003). Internet users’ perceptions of online service quality: A comparison of online buyers and information searches. Managing Service Quality, 13(6), 504–519.
  • Cao, M., Zhang, Q., & Seydel, J. (2005). Measuring B2C eCommerce website quality: An empirical examination. Industrial Management & Data Systems, 106(5), 645–661.
  • Carter, L., & Bélanger, F. (2005). The utilization of e-government services: Citizen trust, innovation and acceptance factors. Information Systems Journal, 15, 5–25.
  • Chau, P. Y. K. (1997). Reexamining a model for evaluating information center success: Using a structural equation modeling approach. Decision Sciences, 28(2), 309–334.
  • Chen, Y.-C., & Thurmaier, K. (2005). Government-to-citizen electronic services: Understanding and driving adoption of online transactions. The Association for Public Policy & Management (APPAM) Conference, Washington, D.C., November 3–6. Washington, DC: Association for Public Policy and Analysis.
  • Chiu, H.-C., Hsieh, Y.-C. & Kao, C.-Y. (2005). Website quality and customer’s behavioral intention: an exploratory study of the role of information asymmetry. Total Quality Management and Business Excellence, 16(2),185–197.
  • Chun, Y. H., & Rainey, H. G. (2005). Goal ambiguity and organizational performance in U.S. federal agencies. Journal of Public Administration Research and Theory, 15(4), 529–557.
  • Churchill, G. A., Jr. (1979). A paradigm for developing better measures of marketing constructs. Journal of Marketing Research, 16, 64–73.
  • Cole, M., & Jupp, V. (2005). Leadership in Customer Service: New Expectations, New Experiences, New York: Accenture.
  • Collier, J. E., & Bienstock, C. C. (2006). Measuring service quality in e-retailing. Journal of Service Research, 8(3), 260–275.
  • Coltman, T., Devinney, T. M., Midgley, D. F., & Venaik, S. (2008). Formative versus reflective measurement models: Two applications of formative measurement. Journal of Business Research, 61(12), 1250–1262.
  • Cronin, J. J., Jr., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56, 55–68.
  • Cunningham, S., & Finn, M. (1996). Media theory and the internet. Media International Australia, 80, 84–92.
  • Damodaran, L., Nicholls, J., Henney, A., Land, F., & Farbey, B. (2005). The contribution of sociotechnical systems thinking to the effective adoption of e-government and the enhancement of democracy. The Electronic Journal of e-Government, 3(1), 1–12.
  • Davis, F. D. (1989). Perceived usefulness, perceived ease of use and user acceptance of information technology. MIS Quarterly, 13(3), 319–340.
  • Deehan, A., Templeton, L., Taylor, C., Drummond, C., & Strang, J. (1997). The effect of cash and other financial inducements on the response rate of general practitioners in a national postal survey. British Journal of General Practice, 47, 87–90.
  • Devaraj, S., Fan, M., & Kohli, R. (2002). Antecedents of B2C channel satisfaction and preference: Validating e-commerce metrics. Information Systems Research, 13(3), 316–333.
  • Diamantopoulos, A., & Siguaw, J. A. (2006). Formative versus reflective indicators in organizational measure development: A comparison and empirical illustration. British Journal of Management, 17(4), 263–282.
  • Dwivedi, Y. K., & Irani, Z. (2009). Understanding the adopters and non-adopters of broadband. Communications of the ACM, 52(1), 122–125.
  • Ebrahim, Z., & Irani, Z. (2005). E-government adoption: Architecture and barriers. Business Process Management Journal, 11(5), 589–611.
  • Espinoza, M. M. (1999). Assessing the cross-cultural applicability of a service quality measure: A comparative study between Quebec and Peru. International Journal of Service Industry Management, 10(5), 449–468.
  • Evans, D., & Yen, D. C. (2006). E-government: Evolving relationship of citizens and government, domestic, and international development. Government Information Quarterly, 23(2), 207–235.
  • Fassnacht, M., & Koese, I. (2006). Quality of electronic services: Conceptualizing and testing a hierarchical model. Journal of Service Research, 9(1), 19–37.
  • Foley, P., & Alfonso, X. (2002). The digital divide: The largest barrier to effective implementation of e-government. In Proceedings, 2nd European Conference on E-government ( pp. 125–140), St. Catherine’s College, Oxford, UK. Reading, UK: Academic Conferences Limited.
  • Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50.
  • Gendall, P., & Healey, H. (2010). Effect of a promised donation to charity on survey response. International Journal of Market Research, 52(5), 563–576.
  • Global Dialogue. (2007). Mobile innovations for social and economic transformation. In eGovWorld 2007 Conference, November 29–30, New Delhi.
  • Gummerus, J., Liljander, V., Pura, M., & van Riel, A. (2004). Customer loyalty to content-based websites: The case of an online health-care service. Journal of Services Marketing, 18(3), 175–186.
  • Heeks, R. B. (2002). Information systems and developing countries: Failure, success, and local improvisations. The Information Society, 18, 101–112.
  • Hollifield, A. C., & Donnermeyer, J. F. (2003). Creating demand: Influencing information technology diffusion in rural communities. Government Information Quarterly, 20, 135–150.
  • Ho, A. T.-K. (2002). Reinventing local governments and the e-government initiative. Public Administration Review, 62(4), 434–444.
  • Irani, Z, Dwivedi, Y. K., & Williams, M. D. (2009). Understanding consumer adoption of broadband: An extension of technology acceptance model. Journal of the Operational Research Society, 60(10), 1322–1334.
  • Janda, S., Trocchia, P. J., & Gwinner, K. P. (2002). Consumer perceptions of internet retail service quality. International Journal of Service Industry Management, 13(5), 412–431.
  • Kapugama, N. (2009). Colloquium: Identifying conditions for the delivery of m-government services to the BOP. LIRNEasia: India. Retrieved from http://lirneasia.net/2009/08/colloquium-identifying-conditions-for-the-delivery-of-m-government-services-to-the-bop-india/
  • Kenway, I. (2004). Only connect-broadband provision and social inclusion. Cardiff, UK: The Centre for Ethics, Law and Society. Retrieved from http://www.ccels.cardiff.ac.uk/pubs/kenwaypaper.html
  • Kim, M., Kim, J.-H., & Lennon, S. J. (2006). Online service attributes available on apparel retail website: An E-S-QUAL approach. Managing Service Quality, 16(1), 51–77.
  • Kim, P. S. (2008). A daunting task in Asia: The move for transparency and accountability in the Asian public sector. Public Management Review, 10(4), 527–38.
  • Kim S. (2009). Management Strategy for Local Governments to Strengthen Transparency in Local Governance. Seoul, South Korea: United Nations Project Office on Governance.
  • Kim, S. (2010). Public trust in government in Japan and South Korea: Does the rise of critical citizens matter? Public Administration Review, 70(5), 801–810.
  • Kline, R. B. (2005). Principles and practice of structural equation modeling. New York: The Guilford Press.
  • Kumar, M., & Sinha, O. P. (2007). M-Government – Mobile Technology for e-Government. Computer Society of India, 294–301.
  • LaRose, R., Mastro, D. A., & Eastin, M. S. (2001). Understanding internet usage: A social cognitive approach to uses and gratifications. Social Science Computer Review, 19, 395–413.
  • Lee, H., Lee, Y., & Yoo, D. (2000). The determinants of perceived service quality and its relationship with satisfaction. Journal of Service Marketing, 14(3), 217–231.
  • Malhotra, N. K, Kim, S. S., & Patil, A. (2006). Common method variance in IS research: A comparison of alternative approaches and a reanalysis of past research. Management Science, 52(12), 1865–1883.
  • Misuraca, G. C. (2009). E-Government 2015: Exploring m-government scenarios, between ICT-driven experiments and citizen-centric implications. Technology Analysis & Strategic Management, 21(3), 407–424.
  • Murphy, K. R., Cleveland, J. N., Skattebo, A. L., & Kinney, T. B. (2004). Raters who pursue different goals give different ratings. Journal of Applied Psychology, 89(1), 158–164.
  • Naqvi, S. J., & Al-Shihi, H. (2009). M-Government services initiatives in Oman. Informing Science and Information Technology, 6, 817–824.
  • National Performance Review (NPR). (1993). Reengineering government through IT. Accompanying Report to the National Performance Review. Washington DC: Government Printing Office. Retrieved from http://www.npr.gov/library/reports/it.html
  • Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric theory. New York: McGraw-Hill.
  • Parasuraman, A.,. Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring customer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
  • Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233.
  • Parent, M., Vandebeek, C. A., &. Gemino, A. C. (2005). Building citizen trust through e-government. Government Information Quarterly, 22, 720–736.
  • Perry, J. L., Hondeghem, A., & Wise, L. R. (2010). Revisiting the motivational bases of public service: Twenty years of research and an agenda for the future. Public Administration Review, 70(5), 681–690.
  • Rana, N. P., Dwivedi, Y. K., & Williams, M. D. (2013). A meta-analysis application for synthesizing findings of existing research on citizen adoption of e-government. Forthcoming in Information Systems Frontiers. DOI: 10.1007/s10796-013-9431-z.
  • Rogers, E. M. (1995). Diffusion of innovations. New York: The Free Press.
  • Ruscio, K. P. (1996). Trust, democracy, and public management: A theoretical argument. Journal of Public Administration Research and Theory, 6(3), 461–477.
  • Schaupp, C. L., & Bélanger, F. (2005). A conjoint analysis of online consumer satisfaction. Journal of Electronic Commerce Research, 6(2), 95–111.
  • Seligson, M. (2002). The impact of corruption on regime legitimacy: A comparative study of four Latin American countries. Journal of Politics, 64(2), 408–433.
  • Shareef, M. A., Archer, N., & Dwivedi, Y. K. (2012). Examining Adoption Behaviour of Mobile Government. Journal of Computer Information Systems, 53(2), 39–49.
  • Shareef, M. A., Kumar, U., Kumar, V., & Dwivedi, Y. K. (2011). E-government Adoption Model (GAM): Differing service maturity levels. Government Information Quarterly, 28(1), 17–35.
  • Shelanski, H. A., & Klein, P. G. (1995). Empirical research in transaction cost economics—A review and assessment. Law Economics Organization, 11(2), 335–361.
  • Srinivasan, S. S., Rolph, A., & Kishore, P. (2002). Customer loyalty in e-commerce: An exploration of its antecedents and consequences. Journal of Retailing, 78, 41–50.
  • Stevens, J. (1996). Applied multivariate statistics for the social sciences. Mahwah, NJ: Lawrence Erlbaum.
  • Szymanski, D. M., & Hise, R. T. (2000). E-satisfaction: An initial examination. Journal of Retailing, 76(3), 309–322.
  • Thompson, R. L., & Higgins, C. A. (1991). Personal computing: Toward a conceptual model of utilization. MIS Quarterly, 15(1), 124–143.
  • Trimi, S., & Sheng, H. (2008). Emerging trends in M-government. Communications of the ACM, 51(5), 53–58.
  • Vallerand. R. J. (1997). Toward a hierarchical model of intrinsic and extrinsic motivation. In M. Zanna ( Ed.), Advances in experimental social psychology (29th ed., pp. 271–360). New York: Academic Press.
  • van Beuningen, J., de Ruyter, K., Wetzels, M., & Streukens, S. (2009). Customer self-efficacy in technology-based self-service, Assessing between- and within-person differences. Journal of Service Research, 11(4), 407–428.
  • Van Dijk, J. A. G. M., Peters, O., & Ebbers, W. (2008). Explaining the acceptance and use of government internet services: A multivariate analysis of 2006 survey data in the Netherlands. Government Information Quarterly, 25(3), 379–399.
  • Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: Toward a unified view. MIS Quarterly, 27(3), 425–578.
  • Vincent, J., & Harris, L. (2008). Effective use of mobile communication in e-government: How do we reach the tipping point? Information, Communication & Society, 11(3), 395–413.
  • Warkentin, M., Gefen, D., Pavlou, P. A., & Rose, G. M. (2002). Encouraging citizen adoption of e-government by building trust. Electronic Markets, 12(3), 157–162.
  • Williams, M. D., Dwivedi, Y. K., Lal, B., & Schwarz, A. (2009). Contemporary trends and issues in IT adoption and diffusion research. Journal of Information Technology, 24(1), 1–10.
  • Wolfinbarger, M., & Gilly, M. C. (2003). eTailQ: Dimensionalizing, measuring, and predicting etail quality. Journal of Retailing, 79(3), 183–198.
  • Zajonc, R. B. (1968). Attitudinal effects of mere exposure. Journal of Personality and Social Psychology, 9(Part 2), 1–27.
  • Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: A critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362–375.

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.