Exploration of the usability quality attributes of mobile government services: a literature review

This article investigates and analyzes the usability quality attributes of mobile government services. The lack of previous research in the area of mobile government service quality encourages the researchers of the current work to select the usability quality dimension, which is considered one of t...

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Bibliographic Details
Published in:PeerJ. Computer science 2022-07, Vol.8, p.e1026-e1026, Article e1026
Main Authors: Desmal, Abdulla Jaafar, Hamid, Suraya, Othman, Mohd Khalit, Zolait, Ali
Format: Article
Language:English
Subjects:
Analysis
Communication
Communications industry
Communications technology
Computer programming
Digital Libraries
Distributed and Parallel Computing
E-services
Efficiency
Electronic government
Electronic services
Evaluation
Feature extraction
Government services
Human-Computer Interaction
Literature reviews
Mobile government services
Mobile usability
Perceptions
Quality management
Quality of service
Software Engineering
Telecommunications services industry
Usability
World Wide Web and Web Science
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Summary:This article investigates and analyzes the usability quality attributes of mobile government services. The lack of previous research in the area of mobile government service quality encourages the researchers of the current work to select the usability quality dimension, which is considered one of the most significant parts of the mobile government service quality framework. Using the systematic literature reviews in the area of usability in human-computer interaction and software design, the main attributes are extracted and analyzed to fit into the context of mobile government services. Five quality attributes of the usability dimensions are identified for evaluation of the quality of services of mobile government. These attributes are efficiency, satisfaction, memorability, error and compatibility. The present research proposes a model that can be used to evaluate the usability of mobile government services. The attributes were extracted according to the mobility features with consideration of the service category (Government-To-Citizens). By measuring the usability quality of the mGovernment portal by the electronic government agencies, it leads to understanding the degree of usability of the provided services from the public’s perspective.
ISSN:2376-5992
2376-5992
DOI:10.7717/peerj-cs.1026