Mobile User Satisfaction and Usage Analysis Model of mGovernment Services

El-Kiki, T. and Lawrence, E.

Efficient and effective management is considered the crucial factor that decides the success or failure of any mService project. This paper is one step in a research project that attempts to measure the effectiveness and efficiency of mGovernment services. In order to achieve as precise a measurement as possible, services are analysed from the perspective of the mGovernment users to their root components. Mobile-user-centric government makes satisfying citizen and business needs the centrepiece in its planning so as to create communities of networked users, not just portals, for individual users. As a preparatory step for a real-world opinion survey, this paper analyses and defines mobile users’ needs covering the satisfaction and usage of mGovernment services. The outcomes are indicators that are translated into metrics, which are in turn, interpreted into questions used to measure the effectiveness of existing or proposed mServices.

Keywords: mGovernment, effectiveness, evaluation, mobile, services, systems, management.