文献类型：期刊文献

英文题名：Online service quality and perceived value in mobile government success: An empirical study of mobile police in China

作者：Wang, Changlin[1];Teo, Thompson S. H.[2]

通讯作者：Wang, CL[1]

机构：[1]Henan Univ Econ & Law, Sch E Commerce & Logist Management, Dept E Commerce, 180 Jinshui East Rd, Zhengzhou 450046, Peoples R China;[2]NUS, BIZ, Dept Analyt & Operat, Off BIZ1 8-75,15 Kent Ridge Dr, Singapore 119245, Singapore

第一机构：河南财经政法大学电子商务与物流管理学院

通讯机构：[1]corresponding author), Henan Univ Econ & Law, Sch E Commerce & Logist Management, Dept E Commerce, 180 Jinshui East Rd, Zhengzhou 450046, Peoples R China.|[104849]河南财经政法大学电子商务与物流管理学院;[10484]河南财经政法大学;

年份：2020

卷号：52

外文期刊名：INTERNATIONAL JOURNAL OF INFORMATION MANAGEMENT

收录：;EI(收录号：20200508118116);Scopus(收录号：2-s2.0-85078805323);WOS:【SSCI(收录号:WOS:000519969300027)】；

基金：This work was partly supported by National Natural Science Foundation of China (NSFC) under Grant [NSFC-71403080] and Department of Science & Technology of Henan Province under Grant [172400410135 and 182400410140].

语种：英文

外文关键词：Mobile government success; Service quality; Perceived value; Citizen satisfaction; Online service quality; Offline service quality

摘要：Measuring the success of mobile government (m-government) is a significant challenge faced by the public sector today, as governments are increasingly using mobile technology to provide public services to citizens and m-government endeavors have often fallen short of their potential. To address this gap, we draw on DeLone and McLean's (2003) updated information systems (IS) success model in order to develop an m-government success model that theorizes service quality as comprising online and offline service quality and further uses perceived value to measure net benefits. The results of a survey of 286 m-government users in China indicate that information quality and online service quality, but not system quality, are positively associated with citizen satisfaction, which in turn is positively associated with perceived value. The results also show that the relationship between online service quality and citizen satisfaction is positively moderated by offline service quality, while citizen satisfaction partially mediates the relationships between information quality/online service quality (but not system quality) and perceived value. This study extends the updated IS success model by differentiating between online and offline service quality, as well as by introducing the notion of perceived value. Our results provide guidance to researchers and practitioners regarding the role of service quality and perceived value in measuring m-government system success.