شناسایی پیشران‌های کیفیت خدمات دولت سیار

نوع مقاله : پژوهشی کیفی

نویسندگان
1 استاد، گروه مدیریت صنعتی، دانشکده مدیریت و حسابداری، دانشگاه علامه طباطبایی، تهران، ایران.
2 دانشیار، گروه مدیریت صنعتی، دانشکده مدیریت و حسابداری، دانشگاه علامه طباطبایی، تهران، ایران.
3 استاد، گروه مدیریت دولتی، دانشکده مدیریت و اقتصاد، دانشگاه سیستان و بلوچستان، زاهدان، ایران.
4 دانشجوی دکترای مدیریت فناوری اطلاعات، دانشکده مدیریت و حسابداری، دانشگاه علامه طباطبایی، تهران، ایران.
چکیده
در چند دهه گذشته، حوزه دولت سیار در سراسر جهان توجه زیادی را به‌خود جلب کرده است. دولتها برای دستیابی به سطح مطلوب رضایت، درصدد ارائه خدمات با کیفیت به شهروندان هستند. پژوهش حاضر از منظر هدف، کاربردی و از نظر شیوه گردآوری دادهها از نوع پژوهشهای کیفی به‌شمار میرود. در این پژوهش از روش فراترکیب (باروسو و ساندلوسکی) با رویکرد تحلیل مضمون برای بررسی ادبیات پژوهش استفاده شده است. ابزار گردآوری دادهها، کدگذاری باز برای شناسایی مضامین و مؤلفه پیشرانهای کیفیت خدمات دولت سیار می‌باشد. اعتبار تحلیل نیز با ضریب کاپای کوهن 771/0 شد. در این مطالعه برای شناسایی مؤلفههای پیشرانهای کیفیت خدمات، 39 کد بهعنوان مضامین پایه شناسایی شدند. از این بین 21 کد بهعنوان مضامین فرعی انتخاب شدند و 7 کد با عنوان مضامین اصلی با عنوانهای «کیفیتگرایی، شایستهسالاری، حفظ حریم شخصی، تعهد، اقدامهای زیرساختی، عملگرایی و مدیریت کارآمد» شناسایی و تشکیل شدند.
کلیدواژه‌ها

موضوعات


عنوان مقاله English

Identification of drivers affecting the quality of mobile government services

نویسندگان English

mohammad reza taghva 1
mohammad taghi taghavi fard 1
Iman Raeesi Vanani 2
Noor mohammad Yaghoubi 3
hamed kord 4
1 Professor, Department of Industrial Managemen, Faculty of Management and Accounting, Allameh Tabataba'i University, Tehran, Iran.
2 Associate Professor, Department of Industrial Managemen, Faculty of Management and Accounting, Allameh Tabataba'i University, Tehran, Iran.
3 Professor, Department of Public Administration, Faculty of Management and Economic University of Sistan and Baluchestan, Zahedan, Iran.
4 PhD. Student in Information Technology Management , Faculty of Accounting and Management, Allameh Tabataba’I University, Tehran, Iran.
چکیده English

Over the past few decades, the mobile government has attracted a lot of attention around the world. The governments are seeking quality services to citizens to achieve the desired level of satisfaction. Therefore, in order to provide better services, it is necessary to study of the quality of mobile government services and ultimately explain the factors affecting the quality of its services. The present study is a type of qualitative research in terms of purpose, applied, and in terms of data collection.In this study, the method of meta synthesis and the approach of Barrosu and Sandeluski was used to investigate the research literature. Data collection tools are open coding to identify themes and components Drivers of of mobile government service quality. The validity of the analysis was assessed using the kappa coefficient, which was equal to 0.771 In this study, 39codes were identified as basic themes to identify the quality of service quality components. Of these, 21codes were selected as Sub themes and 7were identified and formed as Main themes:Quality orientation, meritocracy, personal privacy, commitment, infrastructural measures, pragmatism, efficient management.

کلیدواژه‌ها English

service quality
Mobile Government
Driver
Meta- Synthesis
[1] Chen, Z., & Chan, I. C. C.Smart cities and quality of life: a quantitative analysis of citizens' support for smart city development. Information Technology & People, 36(1),(2023). 263-285.‌
[2]Azeez, N.D.,&Lakulu, M. Review of mobile government at developing countries: benefits and challenges.International Journal of Economics, Business and Management Research, 3(2), (2019):189-215.
[3]Lee, J. M., & Kim, J. K.Effects of service quality of airline mobile application and individual characteristics on user satisfaction and intention to reuse. International Journal of Mobile Communications, 21(1),(2023). 134-157.
[4]Alharbi, A.S.,Halikias, G.,Yamin, M., & Basahel, A.An overview of M-government services in Saudi Arabia.International Journal of Information Technology, 12(4). .(2020):1237–1241.
[5] Nekers, Jan. "Developing Scenarios. In P. vanderDuin (Ed.)". Forsight in Organizations, Method and Tools: Routledge.(2016)
]6[ هاینز، ‌اندی ‌و ‌بیشاپ، پیتر.‌نگاری‌‌ تفکر ‌در ‌مورد ‌آینده: ‌رهنمودهایی ‌برای ‌آینده راهبردی. ترجمه دکتر ‌محمد‌مهدی ‌ذوالفقارزاده،‌علی اصغر‌سعدآبادی،‌آرمین‌فیروزپور‌ و‌مسعود‌دارایی، چاپ‌اول، تهران: ‌انتشارات ‌دانشگاه ‌امام‌صادق.(1395)
[7]Wang,C.,& Teo T.S.Online service quality and perceived value in mobile government success:An empirical study of mobile police in China. International Journal of Information Management, 52.(2020):102076.
[8]Sandahl, H.Government and Evaluation. in Encyclopedia of Evaluation, edited by Sandra Mathison, Sage Publications, Inc.(2007).
[9] Fernando, Bintoro, B. P. K., Lutfiani, N., Haryanto, & Julianingsih, D. Analysis of the Effect of Service Quality on Company Reputation on Purchase Decisions for Professional Recruitment Services. APTISI Transactions on Management (ATM), 7(1),(2022), 35–41.
[10] Desmal, A. J., Hamid, S., Othman, M. K., & Zolait, A. A user satisfaction model for mobile government services: a literature review. PeerJ Computer Science, 8, (2022),e1074.

]11[تقوا, تقوی فرد, معینی و زین‌الدینی. مدلی برای دولت هوشمند: تبیین ابعاد دولت هوشمند با استفاده از روش فراترکیب. مطالعات مدیریت کسب و کار هوشمند (21)6. 1396
[12] Hassan, I. M., Mahdi, A. A., & Al-Khafaji, N. J. Theoretical Study to Highlight The Smart Government Components In 21 St Century. International Journal of Computer Science and Mobile Computing, 3(12), (2014).333-347.

[13] Lee, J., & Lee, H.Developing and validating a citizen-centric typology for smart city services. Government Information Quarterly,(2014). 31 93-105.

[14] Hung, S. Y., Chang, C. M., & Kuo, S. R.User acceptance of mobile e-government services: An empirical study. Government Information Quarterly, 30(1),(2013), 33-44.‌
[15]Ingrams,A..E-Government and Information Technology Management: Concepts & Best Practices;Holzer,M.,Manoharan, AP,Melitski,J., Eds. (2019).
[16]Mensah,I.K.,&Mwakapesa,D.S.The Impact of Context Awareness and Ubiquity on Mobile Government Service Adoption. Mobile Information Systems.(2022):1-20.
[17]Dutra, D.,& Soares,D. An Overview of the Current State of m-Government Research. In ECDG 2018 18th European Conference on Digital Government . (2018):(p.57)
[18]Hien, N.“A Study on Evaluation of E-Government Service Quality, World Academy of Science”, Engineering and Technology International Journal of Social, Management, Economics and Business Engineering, 8. (2014):16-19.
]19[ ابراهیمی کریم، ، آذر، عادل و علیرضا چیت‌سازیان. «طراحی مدل سنجش کیفیت خدمات دولت الکترونیک مورد مطالعه: دفاتر پیشخوان دولت»، مجله مدیریت تولید و عملیات، دوره 11(1). (1399) : 109-89.
]20[آذر، عادل و رضایی‌پندری، عباس .تحقیق در عملیات پیشرفته، تهران، انتشارات نگاه دانش(1399).
[21]Chairunisa, F.,Malik, M. T., &Rahman, M. A.Contextual-participative e-government implementation model: A case study of the office of demographic and citizen data records of Makassar. Mediterranean Journal of Social Sciences, 7(1).(2016):345-354.
[22]Sharma,R.Mishra,R .Investigating the role of intermediaries in adoption of public access outlets for delivery of e-Government services in developing countries:An empirical study.Government Information Quarterly, 34(4).(2017):658-679.
[23]Ashaye,O. R.,& Irani,Z.The role of stakeholders in the effective use of e-government resources in public services.International Journal of Information Management.(2019):253-270.
[24]Xiong, L., Wang, H., & Wang, C. Predicting mobile government service continuance:A two-stage structural equation modeling-artificial neural network approach. Government Information Quarterly,39(1). (2022): 101654
[25] Desmal, A. J., Othman, M. K., & Hamid, S.The uniqueness of mobile government service quality: a review on quality drivers. In 2021 International Conference on Computer Science and Engineering (IC2SE) (Vol. 1,(2021 pp. 1-6)
[26]Sharma, S.K.,Al-Badi, A.,Rana, N. P.& Al-Azizi, L.Mobile applications in government services from user's perspectives: A predictive modelling approach. Government Information Quarterly, 35(4).(2018): 557-568
[27]Li, Y., Yang, S., Chen, Y., & Yao, J. Effects of perceived online–offline integration and internet censorship on mobile government microblogging service continuance: A gratification perspective. Government information quarterly, 35(4),(2018): 588-598.

[28]Ding,Y.,Yang,S.,Chen,Y.,Long,Q,Wei,J.Explaining and predicting mobile government microblogging services participation behaviors: a SEM-neural network method.(2019):39600-39611
[29]Mohamed, A. J., Othman, M. K. B., Hamid, S. B., & Zolait, A. H. Exploring interaction’s quality attributes at Mobile Government services. In Journal of Physics: Conference Series .Vol. 1339, No. 1,(2019): p. 012094.
]30[ حسابی, فاطمه, الهی, شعبان, شایان, علی, شاکری, رویا. ارائه مدل ارزیابی کیفیت خدمات دولت الکترونیکی. پژوهش های مدیریت عمومی, 12(45).(1398):186-159.
]31[ محمدی، علی؛ هلیلی، خداداد؛ مدیری، ناصر. مدل مفهومی نقش و تأثیر فناوری‌ها و شبکه‌های بی‌سیم در توسعه دولت سیار. فصلنامه علمی- مطالعات مدیریت راهبردی دفاع ملی. 1(1). (1396) : 203-167
]32[یعقوبی، نورمحمد ؛ ابراهیم پور، حبیب ؛ شاکری، رویا. ارائۀ الگوی نیاز‌های کاربران دولت همراه در ایران.مدیریت دولتی، 8(3).(1395):414-393.
[33]Akter, S., D’Ambra, J. & Ray, P.Service quality of mHealth platforms: development and validation of a hierarchical model using PLS. Electron Markets.(2010)
[34]Lu, Y., Zhang, L.,&Wang,B.A multidimensional and hierarchical model of mobile service quality.Electronic Commerce Research and Applications, 8(5). (2009): 228-240.
[35]Yang, L.,Chou, T., & Ding,J.Evaluating service quality of mobile application stores: A comparison of three telecommunication companies in Taiwan. International Journal of Innovative, Computing, Information & Control. (2012): 2563-2581.
[36]Shin,S.,Song, H & Kang,M.ImplementingE-Government in Developing Countries: Its Unique and Common Success Factors. American Political Science Association. (2008):28-31.
[37]Bauer, H. H., Falk, T., & Hammerschmidt, M. eTransQual: A transaction process-based approach for capturing service quality in online shopping. Journal of Business Research, 59(7). (2006): 866-875.
[38] Anouze, A. L. Z. Osman, I. H., Irani, H. Lee, A. Balcı, T. D. Medeni, and V.Weerakkody. "A new Cobras framework to evaluate e-government services: A citizen centric perspective. tGov Workshop’11." (2011).
[39]Kim,J.Y.&Lee,H.S.Key factors influencing customer satisfaction in Korea’s mobile service sector. Journal of Internet Banking and Commerce.(2013):1-13.
[40] Bhattacharya,D.,Gulla, U and Gupta, M.P."E‐service quality model for Indian government portals: citizens' perspective", Journal of Enterprise Information Management, 3(25). (2012): 246-271.
[41]Özer, A., Argan, M.T., & Argan, M. The Effect of Mobile Service Quality Dimensions on Customer Satisfaction. Procedia, Social and Behavioral Sciences 99. (2013): 428-438
[42]Xin MA, Bao XI. Satisfaction evaluation of e-government based on structural equation model. Proceeding of 21th International Conference on Management Science & Engineering.(2014):110-114.
[43]Chae, M., Kim, J.,Kim, H., Ryu,H.Information quality for mobile internet services:A theoretical model with empirical validation.E-Markets, 12. (2002): 38-46.
[44]Clifford D,Bon,J.Implementing ISO/IEC 20000 certification : The roadmap. ITSM Library: Van Haren Publishing. (2008).
[45]Lin, H.F.Determining the relative importance of mobile banking quality factors. Computer Standards & Interfaces, 35(2). (2013): 195-204.
[46]Wang, J. Survival factors for free open source software projects: A multi-stage perspective. European Management Journal, 30(4),(2012):352–371.
[47]Fassnacht, M., & Koese, I. Quality of electronic services: conceptualizing and testing a hierarchical model. Journal of service research. (2006): 19-37
[48]Althunibat, A.,Alrawashdeh, T.A,& Muhairat, M.The acceptance of using m-government services in Jordan.11th international conference on information technology: new generations.(2014):643-644.
[49]Gerpott, T.,Rams,W.,&Schindler, A.Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market. Telecommunications Policy, 25.(2001): 249-269.
[50]Jeon, S.Mobile internet service: Assessment of quality and satisfaction from the customer's perspective.University of Nebraska-Lincoln press.(2008).
[51]Yoo, B., &Donthu,N.(2001). Developing a scale to measure the perceived quality of an internet shopping site. Quarterly Journal of Electronic Commerce, 2(1).(2001):31-47.
[52]Agrawal, A.Assessing e-governance online-service quality. In E-Government Development and Diffusion: Inhibitors and Facilitators of Digital Democracy.(2009):133-148.
[53]Li,Y.,& Shang,H.Service quality,perceived value and citizens’ continuous-use intention regarding e-government: Empirical evidence from China. Information & Management, 57(3).(2020):102197.
[54]Jaradat, Mohammed-Issa. Mustafa, Akram&Abedalellah Mohammed. Exploring perceived risk, perceived trust, perceived quality and the innovative characteristics in the adoption of smart government services in Jordan. International Journal of Mobile Communications,16 (4). (2018):399–439
[55]Yeh,H.Effects of successful ICT-based smart city services: From citizens' perspectives.Government Information Quarterly,34(3).(2017) :556–565
[56]Al-Hubaishi,H.S.,Ahmad,S.Z.,&Hussain,M.Exploring m-government from the service quality perspective. Journal of Enterprise Information Management.(2017):4-16.
[57]Wirtz, B. W., & Birkmeyer, S. Mobile government services: An empirical analysis of mobile government attractiveness. International Journal of Public Administration, 41(16).(2018):1385–1395.
[58]Alanezi, M. A.,Mahmood,A.K.,&Basri,S.E‐government service quality: A qualitative evaluation in the case of Saudi Arabia. The Electronic Journal of Information Systems in Developing Countries, 54(1).(2012):1-20.