Evaluation of Government service quality from perspective of reliability

Abstract

Measuring online service quality is critical for organizations. Due to the lack of exhaustive service quality framework for mobile government services, it creates difficulties for the service providers to evaluate the service delivered to end-users. Mobile government services is a unique online service portal that needs a compatible quality framework that is constructed with consideration of each of the particular features of mobility. Therefore, the present study aims to analyses a single service quality dimension of mobile government which is "reliability". Using a systematic literature review, the authors were able to find the relevant attributes belonging to the service quality dimension of "reliability" and compatible with the unique features of mGovernment service portal. The finding are five attributes which are timeliness, accuracy, error-free, service promise, and confidentiality.

A user satisfaction model for mobile government services: a literature review

“…The quality dimension of user satisfaction is required to construct a broad evaluation scale that can measure the smart devices’ nature with consideration of unique features such as portability, personalisation, limitation of technical features, input features, location, and interaction features ( Demir et al, 2020 ; Khan, Zubair & Malik, 2019 ). The reliability is one of the mGovernment quality factor that has the ability to measure the system performance using the attributes of “timeliness, accuracy, error-free, service promise, and confidentiality” ( Desmal et al, 2019a , 2019b , 2019c ). Using other online measurement scales such as e-Government, e-Commerce, and eRetailing in mGovernment services can lead to difficulties in understanding user satisfaction because each of the contexts has its features and requires a particular measurement scale ( Song & Christen, 2019 ).…”

“…Considering mGovernment portals’ usability features, maximum users perform transactions through such services due to their satisfaction. MGovernment portals have unique technical features to measure usability that are different from other electronic services ( Jaafar Desmal, 2017 ; Desmal et al, 2019a ; Belgaum et al, 2021 ). Based on previous theories, the following hypothesis is proposed: H1: Usability has a significant impact on users’ satisfaction with mGovernment services.…”

Measuring the Service Quality of Mobile Smart Devices: A Framework for Best Practices

“…Tools like experience maps, value chain diagrams, and blueprints systematically capture steps customers take before, during, and after transactions. Customer perspectives are integrated across sales, onboarding, engagement cycles, and support [6,21]. This horizon view highlights priorities.…”

“…Efficiency measures a mobile device's performance in enabling users to accomplish goals and complete tasks [16]. Metrics evaluate processing speed, battery life, storage capacity, app performance, and connectivity quality [20,21].…”

“…Developer communities and public beta testing prerelease enable crowdsourced improvements [21,32]. Regular usability testing postlaunch identifies adoption barriers.…”