Skip to main content
SpringerLink
Log in

Service delivery through mobile-government (mGov): Driving factors and cultural impacts

  • Published:
Information Systems Frontiers Aims and scope Submit manuscript

Abstract

The mobile-Government (mGov) service system is conducted through an open network, and it is virtual. This service mode and pattern change inevitably necessitates a behavioral change in citizen attitudes and intentions. Nevertheless, this new pattern of service delivery through mGov has hardly been systematically investigated by any researchers. The objective of this current research is twofold. First, we attempt to reveal the sources of beliefs for developing intention toward the mGov (ITM) system. Then, as the second objective, we investigate cultural influence as the reason for a difference in consumer attitudes and intentions toward mGov. In this regard, the empirical study was conducted in Bangladesh and the USA, which have potential differences in the cultural traits listed by Hofstede. From our statistical analysis, we have identified the sources of beliefs for both Bangladeshi and USA consumers. We observed clear differences in sources of beliefs and their influence on attitudes leading to intention, which demonstrates support for our second objective which was designed to verify the cultural impacts on belief-attitude relations. We understand that these different sources of beliefs influence cognitive, affective, and connative attitudes toward mGov in different ways.

This is a preview of subscription content, log in via an institution to check access.

Access this article

Log in via an institution

Price excludes VAT (USA)
Tax calculation will be finalised during checkout.

Instant access to the full article PDF.

Institutional subscriptions

Fig. 1
Fig. 2
Fig. 3

Similar content being viewed by others

References

  • Adiele, C. (2011). Towards promoting interactivity in a B2B web community. Information System Frontiers, 13(2), 237–249.

    Article  Google Scholar 

  • Agarwal, R., & Prasad, J. (1999). Are individual differences germane to the acceptance of new information technologies, decision sciences, 30 (2). Spring, 1999, 361–391.

    Google Scholar 

  • Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179–221.

    Article  Google Scholar 

  • Aloudat, A., & Michael, K. (2011). Toward the regulation of ubiquitous mobile government: a case study on location-based emergency services in Australia. Electronic Commerce Research, 11(1), 31–74.

    Article  Google Scholar 

  • Altman, I., & Taylor, D. (1973). Social penetration: The development of interpersonal relationships. New York: Holt.

    Google Scholar 

  • Anttiroiko, A.-V. (2005). Towards ubiquitous government: the case of Finland. E-Service Journal, 4(1), 65–99.

    Article  Google Scholar 

  • Archer, N. (2007). Mobile e health: Making the case. In Kushchu (Ed.), Mobile government: An emerging direction in E-government (pp. 155–170). Hershey: IGI Publishing.

    Chapter  Google Scholar 

  • Bandura, A. (1986). Social foundations of thought and action. Englewood Cliffs: Prentice-Hall.

    Google Scholar 

  • Bélanger, F. & Carter, L., (2005), Trust and Risk in E-government Adoption, Proceedings of the 11th Americans Conference on Information Systems, Omaha, NE, USA.

  • Bhattacherjee, A., & Premkumar, G. (2004). Understanding changes in belief and attitude toward information technology usage: a theoretical model and longitudinal test. MIS Quarterly, 28(2), 229–254.

    Google Scholar 

  • Burgess, S., Sellitto, C., Cox, C., & Buultjens, J. (2011). Trust perceptions of online travel information by different content creators: some social and legal implications. Information System Frontiers, 13(2), 221–235.

    Article  Google Scholar 

  • Cao, M., Zhang, O., & Seydel, J. (2005). Measuring B2C eCommerce Website Quality: An Empirical Examination. Industrial Management & Data Systems, 106(5), 645–661.

  • Carroll, J., (2005), Risky Business: Will Citizens Accept M-Government in the Long Term? Ibrahim Kushchu and M. Halid Kuscu (Eds.), The Proceedings of the 1st European Mobile Government Conference (Euro mGov 2005), Brighton, UK, 10–12 July, Mobile Government Consortium International Pub, UK.

  • Chau, P.Y.K. (1997). Reexamining a Model for Evaluating Information Center Success: Using a Structural Equation Modeling Approach, Decision Sciences, 28(2), 309–334.

  • Choudrie, J., & Papazafeiropoulou, A. (2007). Assessing the UK policies for broadband adoption. Information Systems Frontiers, 9(2–3), 297–308.

    Article  Google Scholar 

  • Cockrill, A., Goode, M. M., & White, A. (2011). The bluetooth enigma: practicalities impair potential awareness is high. Can usage be higher? Journal of Advertising Research, 51(1), 298–312.

    Article  Google Scholar 

  • Collier, J. E. and Bienstock, C.C., (2006), Measuring Service Quality in E-Retailing, Journal of Service Research, (8:3), 260–275.

  • Conner, M., & Sparks, P. (2005). The theory of planned behaviour and health behaviours. In M. Conner and P. Norman (Eds.), Predicting health behaviour: Research and practice with social cognition models (2nd Edn.; pp. 170–222). Maidenhead: Open University Press.

  • Crites, S. L., Jr., Fabrigar, L. R., & Petty, R. E. (1994). Measuring the affective and cognitive properties of attitudes: conceptual and methodological issues. Personality and Social Psychology Bulletin, 20(6), 619–634.

    Article  Google Scholar 

  • Cronbach, J. (1951). Coefficient alpha and the internal structure of tests’. Psychometrika, 16(September), 297–334.

    Article  Google Scholar 

  • Damodaran, L., Nicholls, J., & Henney, A. (2005). The contribution of sociotechnical systems thinking to the effective adoption of e-government and the enhancement of democracy. The Electronic Journal of e-Government, 3(1), 1–12.

    Google Scholar 

  • Davis, F. D. (1989). Perceived usefulness, perceived ease of use and user acceptance of information technology. MIS Quarterly, 13(3), 319–340.

    Article  Google Scholar 

  • Deci, E. L., & Ryan, R. M. (1985). Intrinsic motivation and self-determination in human behavior. New York: Plenum Press.

    Book  Google Scholar 

  • Dimitrova, D. V., & Chen, Y. C. (2006). Profiling the adopters of e-government information and services: the influence of psychological characteristics, civic mindedness, and information channels. Social Science Computer Review, 24, 172–88.

    Article  Google Scholar 

  • Donthu, N., & Yoo, B. (1998). Cultural influences on service quality expectations. Journal of Service Research, 1(2), 178–186.

    Article  Google Scholar 

  • Dwivedi, Y.K., Wade, M.R. and Schneberger, S.L. (2011), Information Systems Theory: Explaining and Predicting Our Digital Society, pp 445, Springer Science+Business Media.

  • Ein-Dor, P., Segev, E., & Orgad, M. (1993). The effect of national culture on IS: implications for international information systems. Journal of Global Information Management, 1(1), 33–44.

    Article  Google Scholar 

  • Ekeh, P. P. (1974). Social exchange theory: The two traditions. London: Heinemann Educational.

    Google Scholar 

  • Ertmer, P. A., & Newby, T. J. (1993). Behaviorism, cognitivism, constructivism: comparing critical features from an instructional design perspective. Performance Improvement Quarterly, 6(4), 59–71.

    Google Scholar 

  • Espinoza, M. M. (1999). Assessing the cross-cultural applicability of a service quality measure a comparative study between Quebec and Peru. International Journal of Service Industry Management, 10(5), 449–468.

    Article  Google Scholar 

  • Fishbein, M., & Ajzen, I. (1975). Beliefs, attitude, intention, and behavior: An introduction to theory and research. Reading: Addison-Wesley.

    Google Scholar 

  • Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50.

    Article  Google Scholar 

  • Gagne, E.D., Yekovich, C. W., & Yekovich, F.R. (1993). The Cognitive Psychology of School Learning.

  • Global Dialogue, Mobile Innovations for Social and Economic Transformation, eGovWorld, 2007.

  • Hausken, K. (2014). Returns to information security investment: endogenizing the expected loss. Information System Frontiers, 16(2), 329–336.

    Article  Google Scholar 

  • Heeks, R. B. (2002). Information systems and developing countries: failure. Success, and Local Improvisations, The Information Society, 18, 101–112.

    Google Scholar 

  • Hofstede, G. H. (1980). Culture’s consequences, international differences in work-related values. Beverly Hills: Sage Publications.

    Google Scholar 

  • Hofstede, G. (2001). Culture’s consequences (2nd ed.). Thousand Oaks: Sage.

    Google Scholar 

  • Hu, L.-t., & Bentler, P. M. (1999). “Cutoff criteria for fit indexes in covariance structure analysis: conventional criteria versus new alternatives”. Structural Equation Modeling, 6(1), 1–55.

    Article  Google Scholar 

  • Hwang, Y. (2005). Investigating enterprise systems adoption: uncertainty avoidance, intrinsic motivation, and the technology acceptance model. European Journal of Information Systems, 14, 150–161.

    Article  Google Scholar 

  • Iacovou, C. L., Benbasat, I., & Dexter, A. S. (1995). Electronic data interchange and small organizations: adoption and impact of technology. MIS Quarterly, 19(4), 465–485.

    Article  Google Scholar 

  • Irani, Z., Love, P. E. D., & Montazemi, A. (2007). e-government: past, present and future. European Journal of Information Systems, 16, 103–105.

    Article  Google Scholar 

  • Jarvenpaa, S. L., & Todd, P. A. (1997). Consumer reactions to electronic shopping on the world wide web. International Journal of Electronic Commerce, 1(2), 59–88.

    Article  Google Scholar 

  • Jiang, P. (2009). Consumer adoption of mobile internet services: an exploratory study. Journal of Promotion Management, 15, 418–454.

    Article  Google Scholar 

  • Kim, M., Kim, J.-H., & Lennon, S. J. (2006). Online service attributes available on apparel retail website: an E-S-QUAL approach. Managing Service Quality, 16(1), 51–77.

    Article  Google Scholar 

  • Kline, R. B. (2005). Principles and practice of structural equation modeling. New York: The Guilford Press.

    Google Scholar 

  • Krishna, S., & Walsham, G. (2005). Implementing public information systems in developing countries: learning from a success story. Information Technology for Development, 11(2), 123–140.

    Article  Google Scholar 

  • Kumar, M. & Sinha, O. P. M-Government – Mobile Technology for e-Government, Computer Society of India, (2007), 294–301.

  • Kushchu, I., & H. Kuscu., From e-government to m-government: facing the inevitable, 3rd European Conference on E-Government (ECEG03), July 1–2 at Trinity College, Dublin, (2003).

  • Lallana, E., eGovernment for Development Information Exchange, University of Manchester’s Institute for Development Policy and Management, http://www.egov4dev.org/mgovernment/ applications/, (2008).

  • Lane, H. W., & DiStefano, J. J. (1988). International management behavior: From policy to practice. Scarborough: Nelson Canada.

    Google Scholar 

  • Leek, S., & Christodoulides, G. (2009). Next-generation mobile marketing: how young consumers react to bluetooth-enabled advertising. Journal of Advertising Research, 49(1), 44–53.

    Article  Google Scholar 

  • Levinson, D., & Malone, M. J. (1980). Toward Explaining Human Culture: A Critical Review of the Findings of Worldwide Cross-Cultural Research. New Haven, Connecticut: HRAF Press.

  • Liu, F., & Li, J. Y. (2009). Consumer Evaluations of Mobile Advertising-A Study on Short-Message-Service Advertisements. Proceeding of the 8th Wuhan International Conference on E-Business, May 30–31, Wuhan, China.

  • Loiacono, E. T., Watson, R. T., & Goodhue, D. L. (2002). WEBQUAL: A Measure of Website Quality, In K. Evans & L. Scheer (Eds.), Marketing educators’ conference: Marketing Theory And Applications, 13, 432–437.

  • Mattila, A. S. (1999). The role of culture in the service evaluation process. Journal of Service Research, 1(3), 250–61.

    Article  Google Scholar 

  • McKnight, D. H., & Chervany, N. L. (2002). What trust means in e-commerce customer relationships: an interdisciplinary conceptual typology. International Journal of Electronic Commerce, 6(2), 35–72.

    Google Scholar 

  • Meso, P., Musa, P., & Mbarika, V. (2005). Towards a model of consumer use of mobile information and communication technology in LDCs: the case of sub-Saharan Africa. Information Systems Journal, 15, 119–146.

    Article  Google Scholar 

  • Misuraca, G. C. (2009). E-government 2015: exploring m-government scenarios, Between ICT-Driven Experiments and Citizen-Centric Implications. Technology Analysis & Strategic Management, 21(3), 407–424.

    Article  Google Scholar 

  • Moon, J., (2004), From E-government to M-government? Emerging Practices in the use of M-Technology by State Governments, IBM Center for the Business of Government.

  • Moon, M. J., & Norris, D. F. (2005). Does managerial orientation matter? The adoption of reinventing government and e-government at the municipal level. Information Systems Journal, 15, 43–60.

    Article  Google Scholar 

  • Moore, G., & Benbasat, I. (1991). Development of an instrument to measure the perceptions of adopting an information technology innovation. Information Systems Research, 2, 173–191.

    Article  Google Scholar 

  • Morgeson, F. V., III, VanAmburg, D., & Mithas, S. (2010). Misplaced trust? Exploring the structure of the e-government-citizen trust relationship. Journal of Public Administration Research and Theory, 21, 257–283.

    Article  Google Scholar 

  • Moynihan, B., Kabadayi, S., & Kaiser, M. (2010). Consumer acceptance of SMS advertising: a study of American and Turkish consumers. International Journal of Mobile Communications, 8(4), 392–410.

    Article  Google Scholar 

  • Naqvi, S. J., & Al-Shihi, H. (2009). M-government services initiatives in Oman. Informing Science and Information Technology, 6, 817–824.

    Google Scholar 

  • Nelson, K. G., & Clark, T. D., Jr. (1994). Cross-cultural issues in information systems research: a research program. Journal of Global Information Management, 2(4), 19–29.

    Article  Google Scholar 

  • Nord, W. R., & Peter, J. P. (1980). A behavioral modification perspective on marketing. Journal of Marketing, 44(Spring), 36–47.

    Article  Google Scholar 

  • Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric theory. New York: McGraw-Hill.

    Google Scholar 

  • Oni, O., & Papazafeiropoulou, A. (2014). Diverse views on IT innovation diffusion among SMEs: Influencing factors of broadband adoption. Information Systems Frontiers, 16(4), 729–747.

    Article  Google Scholar 

  • Ostrom, T. M. (1969). The relationship between the affective, behavioral, and cognitive components of attitude. Journal of Experimental Social Psychology, 5(1), 12–30.

    Article  Google Scholar 

  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41–50.

    Article  Google Scholar 

  • Parasuraman, A., Zeithaml, V. A., and Malhotra, A. 2005. “E-S-QUAL A Multiple-Item Scale for Assessing Electronic Service Quality”, Journal of Service Research, (7:3), pp. 213–233.

  • Parent, M., Vandebeek, C. A., & Gemino, A. C. (2005). Building citizen trust through e-government. Government Information Quarterly, 22, 720–736.

    Article  Google Scholar 

  • Park, C., & Jun, J.-K. (2003). A cross-cultural comparison of internet buying behavior effects of internet usage, perceived risks, and innovativeness. International Marketing Review, 20(5), 534–553.

    Article  Google Scholar 

  • Pavlou, P. A., & Chai, L. (2002). What drives electronic commerce across cultures? A cross-cultural empirical investigation of the theory of planned behavior. Journal of Electronic Commerce Research, 3(4), 240–253.

    Google Scholar 

  • Phang, C.W., Sutanto, J., Li, Y., & Kankanhalli, A., (2005), Senior Citizens’ Adoption of E-government: In Quest of the Antecedents of Perceived Usefulness, Proceedings of the 38th Hawaii International Conference on System Sciences.

  • Poba-Nzaou, P., Uwizeyemungu, S., Raymond, L., & Paré, G. (2014). Motivations underlying the adoption of ERP systems in healthcare organizations: insights from online stories. Information Systems Frontiers, 16(4), 591–605.

    Article  Google Scholar 

  • Rana, N. P., Williams, M. D., Dwivedi, Y. K., & Williams, J. (2011). Reflecting on e-government research: toward a taxonomy of theories and theoretical constructs’. International Journal of Electronic Government Research, 7(4), 64–88.

    Article  Google Scholar 

  • Rana, N. P., Williams, M. D., Dwivedi, Y. K., & Williams, J. (2012). Theories and theoretical models for examining the adoption of e-government services. e-Service Journal, 8(2), 26–55.

    Article  Google Scholar 

  • Rana, N.P., Dwivedi, Y.K., & Williams, M.D. (2013a). A Meta-Analysis of Existing Research on Citizen Adoption of E-Government. Information Systems Frontiers, available at http://link.springer.com/article/10.1007%2Fs10796-013-9431-z

  • Rana, N. P., Dwivedi, Y. K., & Williams, M. D. (2013b). Analysing challenges, barriers and critical success factors of e-government adoption research. Transforming Government: People Process and Policy, 7(2), 177–198.

    Article  Google Scholar 

  • Rau, D., Haerem, T., Ray, G., & Zheng, W. (2010). Guest editorial for the special section on “Technology acceptance, usage, and competitive advantage”. Information Systems Frontiers, 12(3), 235–237.

    Article  Google Scholar 

  • Rice, M. (2002). What makes users revisit a web site? Marketing News, 31(6), 12.

    Google Scholar 

  • Rogers, E. M. (1995). Diffusion of innovations. New York: The Free Press.

    Google Scholar 

  • Roloff, M. (1981). Interpersonal communication. Hills Beverly: The social exchange approach.

    Google Scholar 

  • Romano, N. C., Jr., Pick, J. B., & Roztocki, N. (2010). A motivational model for technology-supported cross-organizational and cross-border collaboration. European Journal of Information Systems, 19, 117–133.

    Article  Google Scholar 

  • Rule, J. B. (2007). Privacy in peril: How we are sacrificing a fundamental right in exchange for security and convenience. New York: 1st edn. Oxford University Press.

    Google Scholar 

  • Santos, J. (2003). E-service quality: a model of virtual service quality dimensions. Management Service Quality, 13(3), 233–46.

    Article  Google Scholar 

  • Schaupp, L. C., & Bélanger, F. (2005). A conjoint analysis of online consumer satisfaction. Journal of Electronic Commerce Research, 6(2), 95–111.

    Google Scholar 

  • Scholl, H. J., (2005), The Mobility Paradigm in Government Theory and Practice: A Strategic Framework. Ibrahim Kushchu and M. Halid Kuscu (Eds.), Proceedings of the 1st European Mobile Government Conference (Euro mGov 2005), Brighton, UK, 10–12 July, Mobile Government Consortium International Pub, UK.

  • Segars, A., & Grover, V. (1993). Re-examining perceived ease of use and usefulness: a confirmatory factor analysis. MIS Quarterly, 17(4), 517–527.

    Article  Google Scholar 

  • Shareef, M. A., Kumar, U., Kumar, V., & Dwivedi, Y. K. (2011). E-government adoption model (GAM): differing service maturity levels. Government Information Quarterly, 28(1), 17–35.

    Article  Google Scholar 

  • Shen, A. X. L., Cheung, C. M. K., Lee, M. K. O., & Chen, H. (2011). How social influence affects we-intention to use instant messaging: the moderating effect of usage experience. Information System Frontiers, 13(2), 157–169.

    Article  Google Scholar 

  • Stevens, J. (1996). Applied multivariate statistics for the social sciences. Mahwah: Lawrence Erlbaum.

    Google Scholar 

  • Straub, D. W. (1994). The effect of culture on IT diffusion: e-mail and FAX in Japan and the U.S. Information Systems Research, 5(I), 23–47.

    Article  Google Scholar 

  • Straub, D., Keil, M., & Brenner, W. (1997). Testing the technology acceptance model across cultures: a three country study. Information & Management, 33(1997), 1–11.

    Article  Google Scholar 

  • Tajfel, H. (1972). Social categorization (English Translation of ‘La Categorisation Sociale’). In S. Moscovici (Ed.), Introduction a La Psychologie Sociale, 1 (pp. 272–302). Paris: Larousse.

    Google Scholar 

  • Tesoriero, R., Gallud, J. A., Lozano, M., & Penichet, V. M. R. (2014). Enhancing visitors’ experience in art museums using mobile technologies. Information System Frontiers, 16(2), 303–327.

    Article  Google Scholar 

  • Thomas, J. C., & Streib, G. (2003). The new face of government: citizen-initiated contacts in the era of e-government. Journal of Public Administration Research and Theory, 13(1), 83–102.

    Article  Google Scholar 

  • Tornatzky, L. G., & Fleischer, M. (1990). The process of technology innovation. Lexington: Lexington Books.

    Google Scholar 

  • Trimi, S., & Sheng, H. (2008). Emerging trends in M-government. Communications of the ACM, 51(5), 53–58.

    Article  Google Scholar 

  • Tung, L. L., & Rieck, O. (2005). Adoption of electronic government services among business organizations in Singapore. Journal of Strategic Information Systems, 14, 417–440.

    Article  Google Scholar 

  • Wasserman, S. and Katherine, F., (1994). Social Network Analysis in the Social and Behavioral Sciences, Social Network Analysis: Methods and Applications. Cambridge University Press, 1–27.

  • Welch, E. W., Hinnant, C. C., & Moon, M. J. (2005). Linking citizen satisfaction with e-government and trust in government. Journal of Public Administration Research and Theory, 15, 371–91.

    Article  Google Scholar 

  • Williamson, O. E. (1981). The economics of organization: the transaction cost approach. The American Journal of Sociology, 87(3), 548–577.

    Article  Google Scholar 

  • Wolfinbarger, M., & Gilly, M. C. (2003). eTailQ: dimensionalizing, measuring, and predicting etail quality. Journal of Retailing, 79(3), 183–98.

    Article  Google Scholar 

  • Yang, Z., Peterson, R. T., & Cai, S. (2003). Services quality dimensions of internet retailing: an exploratory analysis. Journal of Services Marketing, 17(7), 685–700.

    Article  Google Scholar 

  • Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through websites: a critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362–75.

    Article  Google Scholar 

  • Zhang, N., Guo, X., & Chen, G. (2011). Why adoption and use behavior of IT/IS cannot last?—two studies in China. Information Systems Frontiers, 13(3), 381–395.

    Article  Google Scholar 

  • Zhou, T. (2013). Examining continuous usage of location-based services from the perspective of perceived justice. Information System Frontiers, 15(1), 141–150.

    Article  Google Scholar 

  • Zhu, K., Kraemer, K., & Xu, S. (2003). Electronic business adoption by European firms: a cross-country assessment of the facilitators and inhibitors. European Journal of Information Systems, 12, 251–268.

    Article  Google Scholar 

Download references

Acknowledgments

We would like to acknowledge the valuable contributions of the reviewers and handling editor who have provided critical suggestions to improve the quality of the paper.

Author information

Authors and Affiliations

  1. North South University, Dhaka, Bangladesh

    Mahmud Akhter Shareef

  2. Sprott School of Business, Carleton University, Ottawa, ON, Canada

    Vinod Kumar & Uma Kumar

  3. School of Management, Room #1, Haldane Building, Swansea University, Singleton Park, Swansea, SA2 8PP, Wales, UK

    Yogesh K. Dwivedi

Authors
  1. Mahmud Akhter Shareef
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Vinod Kumar
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Yogesh K. Dwivedi
    View author publications

    You can also search for this author in PubMed Google Scholar

  4. Uma Kumar
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Yogesh K. Dwivedi.

Appendices

Appendix 1

Measurement Items for the Independent Constructs and the Dependent Construct

Perceived Ease of use (PEOU)

Code

Learning to seek government service (interaction/transaction) through mobile/smart phones is easy for me.

PEOU1

It would be easy for me to become skillful at seeking government service (interaction/transaction) through mobile/smart phones.

PEOU2

It is easy for me to navigate the website through mobile device.

PEOU3

I believe that it is easy to do what 1 want to do while using the website through mobile device.

PEOU4

I can easily download the website through mobile device.

PEOU5

Perceived Usefulness (PU)

 

Seeking government service (interaction/transaction) through mobile/smart phones enabled me to complete without harassment.

PU1

Seeking government service (interaction/transaction) through mobile/smart phones provided a valuable service.

PU2

Seeking government service (interaction/transaction) through mobile/smart phones is useful.

PU3

Seeking government service (interaction/transaction) through mobile/smart phones is less costly in terms of service it provides.

PU4

Seeking government service (interaction/transaction) through mobile/smart phones helps me accomplishing tasks more quickly.

PU5

I can seek government service (interaction/transaction) through mobile/smart phones from anywhere convenient for me.

PU6

I can seek government service (interaction/transaction) through mobile/smart phones at anytime convenient for me.

PU7

I can seek government service (interaction/transaction) through mobile/smart phones during my travel convenient for me.

PU8

Perceived Reliability (PREL)

 

I believe service provided through mobile portal is accurate

PREL1

I depend on seeking government service (interaction/ transaction) through mobile/smart phones.

PREL2

I believe my financial transaction with government mobile portal is reliable.

PREL3

I believe information provided through mobile portal is accurate

PREL4

I believe the mobile portal provides organized information.

PREL5

I believe that the service provider keeps promises of doing something by a certain time.

PREL6

I believe that it provides the service at the time it promises to do so.

PREL7

I believe seeking government service (interaction/ transaction) through mobile/smart phones is reliable.

PREL8

I can perform the service right the first time.

PREL9

Perceived Security and Privacy (PSP)

 

I believe seeking government service (interaction/ transaction) through mobile/smart phones is safe.

PSP1

I think the government department takes full responsibility for any type of insecurity during seeking government service (interaction/ transaction) through mobile/smart phones.

PSP2

I would not hesitate to provide information during seeking government service (interaction/ transaction) through mobile/smart phones

PSP3

The mobile portal does not share my personal information with other sites.

PSP4

Perceived Empathy (PEMP)

 

Mobile portal takes prompt action in case of problems.

PEMP1

Mobile portal takes care of problems as I expect.

PEMP2

In mobile portal, customer service is available.

PEMP3

Customer service response is very quick.

PEMP4

Customer service team at the mobile portal addresses any concerns that I have.

PEMP5

I believe that customer service is important for seeking government service (interaction/ transaction) through mobile/smart phones

PEMP6

Perceived Image (PIM)

 

Consumers who seek government service (interaction/ transaction) through mobile/smart phones have high profiles.

PIM1

Consumers who seek government service (interaction/ transaction) through mobile/smart phones have higher knowledge in modern ICT.

PIM2

Consumers who seek government service (interaction/ transaction) through mobile/smart phones have more prestige than those who do not.

PIM3

Seeking government service (interaction/ transaction) through mobile/smart phones enhances consumers’ social status.

PIM4

Perceived Enjoyment (PENJ)

 

Seeking government service (interaction/ transaction) through mobile/smart phones is attractive/ appealing.

PENJ1

Seeking government service (interaction/ transaction) through mobile/smart phones promotes customer excitement.

PENJ2

Seeking government service (interaction/ transaction) through mobile/smart phones is fun.

PENJ3

Seeking government service (interaction/ transaction) through mobile/smart phones is entertaining.

PENJ4

I feel happy when I use the mobile portal

PENJ5

Perceived Compatibility (PCOM)

 

I think seeking government service through mobile/smart phones would fit well with the way that I like to interact/ transact

PCOM1

Seeking government service (interaction/ transaction) through mobile/smart phones would fit into my lifestyle.

PCOM2

I like virtual environment while seeking government service through mobile/smart phones more than personal interaction with physical offices.

PCOM3

Intention toward mGov (ITM)

 

I seek government service (interaction/ transaction) through mobile/smart phones

ATM

I like to seek government service (interaction/ transaction) through mobile/smart phones

ATM

I recommend my friends/relatives to seek government service (interaction/ transaction) through mobile/smart phones

ATM

I will continue seeking government service (interaction/ transaction) through mobile/smart phones

ATM

Appendix 2

Regression Coefficient for Intention

Bangladesh

ITM =0.15*PU +0.28*PREL +0.19*PEOU +0.18*PSP +0.14*PEMP, Errorvar.=0.53, R² = 0.46

(0.059) (0.065) (0.067) (0.073) (0.061) (0.052)

2.58 4.34 2.78 2.39 2.27 10.05

USA

ITM=0.26*PU +0.34*PCOM +0.22*PREL +0.15*PEOU +0.18*PSP, Errorvar.=0.47, R² = 0.48

(0.064) (0.059) (0.067) (0.065) (0.068) (0.056)

4.10 5.86 3.35 2.35 2.61 8.31

Rights and permissions

Reprints and permissions

About this article

Check for updates. Verify currency and authenticity via CrossMark

Cite this article

Shareef, M.A., Kumar, V., Dwivedi, Y.K. et al. Service delivery through mobile-government (mGov): Driving factors and cultural impacts. Inf Syst Front 18, 315–332 (2016). https://doi.org/10.1007/s10796-014-9533-2

Download citation

  • Published:

  • Issue Date:

  • DOI: https://doi.org/10.1007/s10796-014-9533-2

Keywords

Search

Navigation