Do Social Media and e-WOM Influence M-Government Services?: A Citizen Perspective From India

In Web-4 technologies, Social media (SM) has emerged as a prominent tool for the government to interact and engage with citizens. It is also an effective channel for providing government services. However, for effective implementation and its success, it is critical to understand the citizens'...

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Bibliographic Details
Published in:International journal of electronic government research 2022-01, Vol.18 (1), p.1-27
Main Authors: Hebbar, Sunith, Kiran K.B
Format: Article
Language:English
Subjects:
Adoption of innovations
Analysis
Blockchain
Citizens
Collaboration
Digital media
Electronic government
Gender
Government
Government information technology services
Government services
Mass media
Moderators
Purchase intention
Social media
Social networks
Structural equation modeling
Transparency
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Summary:In Web-4 technologies, Social media (SM) has emerged as a prominent tool for the government to interact and engage with citizens. It is also an effective channel for providing government services. However, for effective implementation and its success, it is critical to understand the citizens' perceptions towards the government's use of SM and its impact on mobile government (MG) adoption. Consequently, the study focuses on assessing the impact of SM influence and electronic word of mouth (e-WOM) on MG service parameters such as MG Awareness, MG Transparency, and MG Trust. The results of structural equation modelling revealed the significance of e-WOM on improving MG awareness and trust and SM Influence. Further, SM Influence had a direct impact only on MG Transparency. However, results revealed the importance of SM Influence and MG Transparency as a mediator for MG Trust. Besides, gender and age as moderators are investigated and discussed in detail.
ISSN:1548-3886
1548-3894
DOI:10.4018/IJEGR.294891