Exploring interaction's quality attributes at Mobile Government services

• Published in: Journal of physics. Conference series 2019-12, Vol.1339 (1), p.12094
• Main Authors: Jaafar Mohamed, Abdulla, Khalit Bin Othman, Mohd, Binti Hamid, Suraya, Hussein Zolait, Ali, Ahmad Kassim, Norliya binti
• Format: Article
• Language: English
• Subjects: Channels; Context; Electronic devices; Electronic government; End users; Government services; Literature reviews; Mobile computing; Physics; Quality assessment; Quality management; Quality of service; Quality of service architectures; User satisfaction
• ISSN: 1742-6588; 1742-6596
• DOI: 10.1088/1742-6596/1339/1/012094

Popularity of smart devices among people leads organizations from different sectors to extend the channels of service delivery to maximize total beneficiaries. Mobile Government is one of these extended channels that use nowadays by government sector to allow end users performing the transactions with less time and efforts. Main features of mobile government services are the mobility which enables the public to perform their transactions online at anywhere and anytime. Dealing with smart devices for online services has limitations that need to be considering by the service provider to be sure that the delivered services meet the end users' perspective. To measure satisfaction of m-government services, it required a compatible measurement scale that fits with the environment of such services. Using other S.Q. measurement's scale (i.e., e-commerce, e-services, e-government) at the context of m-government leads to difficulties analysis of the service delivery process and inaccurate results. However, there's a lack of service quality framework at the context of mGovernment services which is important nowadays to construct a compatible and suitable service quality measurement's scale that must contain quality attributes that reflecting the environment of m-government. From this point, it encourages the researchers at the current paper to analyze the concept of mGovernment S.Q. with particular focusing on "interaction" attribute. This study uses a systematic literature reviews in the related fields of electronic S.Q., human-computer interactions, and mobile government services, which guided the researcher to identify the related sub-dimensions of interaction. Study finds that the sub-dimensions of interactions' quality are: 1) User control, 2) Synchronicity, 3) Two-way communication, and 4) Responsiveness.