The Study On Mobile Government Service Quality

Mobility is no longer a technological revolution. It is more about how businesses and governments can provide a better social infrastructure through mobile applications and services. It is an indispensable asset for the public sector in meeting the demands of citizens. While e-government was an important step taken by many governments, provision of services through mobile technologies is now inevitable, which is exactly the inevitable trend of e-government development in our country. Public demand for mobility, the efficiency, and productivity gains of the public sector through mobility lead to a natural move from e-government to m-government (mobile government).Thus, this paper got so much reference from the research of related fields of mobile government services. On the basis of classic service quality model, such as Parasuraman, Zeithaml, and Berry's SERVQUAL model and Christian Gronroos's service quality model, we chose and integrated some key factors which have been confirmed by previous studies. Then, we established a theoretical model suitable for explaining mobile service quality in our country and proposed correlation hypotheses for several factors. After that, we collected data information by questionnaire and analyzed them by the software SPSS to demonstrate hypotheses proposed before.The result of data analyses showed that key factors which ultimately impact the quality of services are followed by Responsiveness, Feel Secure, Competence, Reliability, Understanding the customer, Tangibles, Empathy, Credibility, Communication, and Access.