Mobile services use and citizen satisfaction in government

Mobile services use and citizen satisfaction in government: integrating social benefits and uses and gratifications theory

Wang, Changlin (Henan University of Economics and Law)
Teo, Thompson S.H. (National University of Singapore)
Dwivedi, Yogesh (Swansea University)
Janssen, M.F.W.H.A. (TU Delft Information and Communication Technology)

2021

Purpose: Citizen satisfaction with the government is a longstanding and continuous concern in public administration. However, past research did not investigate the effect on satisfaction with the government in the context of mobile government (m-government). The purpose of this paper is to evaluate how the social benefits of citizens using m-government affect their satisfaction with the government. Design/methodology/approach: Grounded in the uses and gratifications theory (UGT), the authors suggest that the satisfaction in m-government should be constructed in terms of the satisfaction with m-government and the satisfaction with the government. The research model of citizen satisfaction in the context of m-government is tested through partial least squares (PLS) (SmartPLS 2.0) based on data collected from a survey study in China. Findings: The results indicate that the three important social benefits, e.g. convenience, transparency and participation, are positively associated with process gratification, whereas only convenience is positively associated with content gratification. The results suggest that both process gratification and content gratification are positively associated with citizen satisfaction with the government. Furthermore, the research suggests that process and content gratification have a mediating role, whereas compatibility has a moderating role. Practical implications: This research provides insights to practitioners on how to facilitate citizen satisfaction by increasing citizens’ social benefits and improving process and content gratification. Originality/value: This study contributes to the literature by offering a framework for analyzing the impact of citizens’ use of m-government on their satisfaction with the government. The work also contributes to UGT by categorizing user gratifications into process gratifications, content gratifications and citizen satisfaction with the government.

Citizen satisfaction
Compatibility
E-government
Mobile government
Participation
Transparency
Uses and gratifications theory

http://resolver.tudelft.nl/uuid:16744ca5-a6d5-4af5-b189-76ab23754240

https://doi.org/10.1108/ITP-02-2020-0097

2021-11-14

0959-3845

Information Technology and People, 34 (4), 1313-1337

Green Open Access added to TU Delft Institutional Repository ‘You share, we take care!’ – Taverne project https://www.openaccess.nl/en/you-share-we-take-care Otherwise as indicated in the copyright section: the publisher is the copyright holder of this work and the author uses the Dutch legislation to make this work public.

Institutional Repository

journal article

© 2021 Changlin Wang, Thompson S.H. Teo, Yogesh Dwivedi, M.F.W.H.A. Janssen