Assessing M-Government Application Service Quality and Customer Satisfaction

作者: Hajar Saeed Al-Hubaishi , Syed Zamberi Ahmad , Matloub Hussain

DOI: 10.1080/15332667.2018.1492323

关键词:

摘要: AbstractThis study identifies factors that influence mobile government (m-government) service quality from users’ perspectives. Such assessments are critical to improving interactions wi...

参考文章(73)
Stephanie Wood, Samir Chatterjee, Network Quality of Service for the Enterprise: A Broad Overview Information Systems Frontiers. ,vol. 4, pp. 63- 84 ,(2002) , 10.1023/A:1015390607862
Upkar Varshney, PERVASIVE HEALTHCARE: APPLICATIONS, CHALLENGES AND WIRELESS SOLUTIONS Communications of The Ais. ,vol. 16, pp. 3- ,(2005) , 10.17705/1CAIS.01603
Sheau Fen Yap, Mew Lian Kew, Service quality and customer satisfaction : antecedents of customer's re-patronage intentions Sunway University College. ,(2007)
Rhian Silvestro, Stuart Cross, Applying the service profit chain in a retail environment International Journal of Service Industry Management. ,vol. 11, pp. 244- 268 ,(2000) , 10.1108/09564230010340760
Serkan Aydin, Gökhan Özer, Ömer Arasil, Customer loyalty and the effect of switching costs as a moderator variable Marketing Intelligence & Planning. ,vol. 23, pp. 89- 103 ,(2005) , 10.1108/02634500510577492
Valarie A. Zeithaml, Ananthanarayanan Parasuraman, Leonard L. Berry, SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing. ,vol. 64, pp. 12- 40 ,(1988)
William H DeLone, Ephraim R McLean, The DeLone and McLean Model of Information Systems Success: A Ten-Year Update Journal of Management Information Systems. ,vol. 19, pp. 9- 30 ,(2003) , 10.1080/07421222.2003.11045748
Y. E. Lee, I. Benbasat, None, A Framework for the Study of Customer Interface Design for Mobile Commerce International Journal of Electronic Commerce. ,vol. 8, pp. 79- 102 ,(2004) , 10.1080/10864415.2004.11044299