The evaluation framework for Malaysian services success in mobile government environment

The purpose of this study was to develop the M-government service success evaluationframework (M-GSEF) to evaluate mobile-government (M-government) service success fromthe perspective of citizens. The development of the evaluation framework was carried out byexploring the dimensions and factors of M...

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Main Author:	Noor Dheyaa Azeez
Format:	thesis
Language:	eng
Published:	2019
Subjects:	JF Political institutions (General)
Online Access:	https://ir.upsi.edu.my/detailsg.php?det=6308
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institution	Universiti Pendidikan Sultan Idris
collection	UPSI Digital Repository
language	eng
topic	JF Political institutions (General)
spellingShingle	JF Political institutions (General) Noor Dheyaa Azeez The evaluation framework for Malaysian services success in mobile government environment
description	The purpose of this study was to develop the M-government service success evaluationframework (M-GSEF) to evaluate mobile-government (M-government) service success fromthe perspective of citizens. The development of the evaluation framework was carried out byexploring the dimensions and factors of M-government service success and adapting DeLoneand McLeans IS success model. A number of dimensions and associated factors within eachdimension of the M-GSEF were identified. System quality, information quality, and servicequality were the dimensions adopted from the DeLone and McLean's model, whereasintention to use and user satisfaction were the dimensions re-specified in the proposedframework as citizen's use/usefulness and citizen's satisfaction, respectively. Meanwhile,citizens trust, perceived M-government service quality and perceived effectiveness wereincorporated as new dimensions in the proposed framework. The design of the present studyis based on descriptive research method. This study used a quantitative approach involvingthe Fuzzy Delphi technique and structural equation modeling to evaluate and validate theproposed framework, respectively. Questionnaires were used to collect the data from a samplesize of 380 people from Kuala Lumpur, Perak and Selangor in Malaysia. The findingsdemonstrated strong positive correlation relationships as a following significant valuesbetween perceived M-government service quality with system quality was 0.25; informationquality was 0.20, service quality was 0.16 and citizens satisfaction was 0.13. In addition,citizens trust exhibited direct relationships with perceived M-government service quality andperceived effectiveness of M-government services as their critical ratios (0.19 and 0.30). Thus,as the major contribution of the proposed study is to (1) develop evaluation framework for mgovernmentsuccess through (2) the identified new dimensions, namely, perceived Mgovernmentservice quality, citizens trust and perceived effectiveness, and (3) respecifieddimensions, namely, citizens use/usefulness and citizens satisfaction, have majorsignificance in the success of the M-government myGov service in the context of Malaysiancitizens perspective. Surely, the study has a major implication on the current practice in thatthe proposed framework (M-GSEF) can provide the Malaysian government's agencies withappropriate indicators to evaluate the success of M- government services
format	thesis
qualification_name
qualification_level	Doctorate
author	Noor Dheyaa Azeez
author_facet	Noor Dheyaa Azeez
author_sort	Noor Dheyaa Azeez
title	The evaluation framework for Malaysian services success in mobile government environment
title_short	The evaluation framework for Malaysian services success in mobile government environment
title_full	The evaluation framework for Malaysian services success in mobile government environment
title_fullStr	The evaluation framework for Malaysian services success in mobile government environment
title_full_unstemmed	The evaluation framework for Malaysian services success in mobile government environment
title_sort	evaluation framework for malaysian services success in mobile government environment
granting_institution	Universiti Pendidikan Sultan Idris
granting_department	Fakulti Seni, Komputeran dan Industri Kreatif
publishDate	2019
url	https://ir.upsi.edu.my/detailsg.php?det=6308
_version_	1747833254889652224
spelling	oai:ir.upsi.edu.my:63082021-10-18 The evaluation framework for Malaysian services success in mobile government environment 2019 Noor Dheyaa Azeez JF Political institutions (General) The purpose of this study was to develop the M-government service success evaluationframework (M-GSEF) to evaluate mobile-government (M-government) service success fromthe perspective of citizens. The development of the evaluation framework was carried out byexploring the dimensions and factors of M-government service success and adapting DeLoneand McLeans IS success model. A number of dimensions and associated factors within eachdimension of the M-GSEF were identified. System quality, information quality, and servicequality were the dimensions adopted from the DeLone and McLean's model, whereasintention to use and user satisfaction were the dimensions re-specified in the proposedframework as citizen's use/usefulness and citizen's satisfaction, respectively. Meanwhile,citizens trust, perceived M-government service quality and perceived effectiveness wereincorporated as new dimensions in the proposed framework. The design of the present studyis based on descriptive research method. This study used a quantitative approach involvingthe Fuzzy Delphi technique and structural equation modeling to evaluate and validate theproposed framework, respectively. Questionnaires were used to collect the data from a samplesize of 380 people from Kuala Lumpur, Perak and Selangor in Malaysia. The findingsdemonstrated strong positive correlation relationships as a following significant valuesbetween perceived M-government service quality with system quality was 0.25; informationquality was 0.20, service quality was 0.16 and citizens satisfaction was 0.13. In addition,citizens trust exhibited direct relationships with perceived M-government service quality andperceived effectiveness of M-government services as their critical ratios (0.19 and 0.30). Thus,as the major contribution of the proposed study is to (1) develop evaluation framework for mgovernmentsuccess through (2) the identified new dimensions, namely, perceived Mgovernmentservice quality, citizens trust and perceived effectiveness, and (3) respecifieddimensions, namely, citizens use/usefulness and citizens satisfaction, have majorsignificance in the success of the M-government myGov service in the context of Malaysiancitizens perspective. Surely, the study has a major implication on the current practice in thatthe proposed framework (M-GSEF) can provide the Malaysian government's agencies withappropriate indicators to evaluate the success of M- government services 2019 thesis https://ir.upsi.edu.my/detailsg.php?det=6308 https://ir.upsi.edu.my/detailsg.php?det=6308 text eng closedAccess Doctoral Universiti Pendidikan Sultan Idris Fakulti Seni, Komputeran dan Industri Kreatif Abdullah, J. B. B., & Yusof, S. I. B. M. 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