文献类型：期刊文献

英文题名：Mobile services use and citizen satisfaction in government: integrating social benefits and uses and gratifications theory

作者：Wang, Changlin[1];Teo, Thompson S. H.[2];Dwivedi, Yogesh[3];Janssen, Marijn[4]

通讯作者：Janssen, M[1]

机构：[1]Henan Univ Econ & Law, Henan Econ Res Ctr, Sch E Commerce & Logist Management, Zhengzhou, Peoples R China;[2]Natl Univ Singapore, Business Sch, Singapore, Singapore;[3]Swansea Univ, Sch Management, Swansea, W Glam, Wales;[4]Delft Univ Technol, Fac Technol Policy & Management, Delft, Netherlands

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), Delft Univ Technol, Fac Technol Policy & Management, Delft, Netherlands.

年份：2021

卷号：34

期号：4

起止页码：1313-1337

外文期刊名：INFORMATION TECHNOLOGY & PEOPLE

收录：;Scopus(收录号：2-s2.0-85106277276);WOS:【SSCI(收录号:WOS:000651876200001)】；

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

语种：英文

外文关键词：Citizen satisfaction; Mobile government; E-government; Uses and gratifications theory; Transparency; Participation; Compatibility

摘要：Purpose Citizen satisfaction with the government is a longstanding and continuous concern in public administration. However, past research did not investigate the effect on satisfaction with the government in the context of mobile government (m-government). The purpose of this paper is to evaluate how the social benefits of citizens using m-government affect their satisfaction with the government. Design/methodology/approach Grounded in the uses and gratifications theory (UGT), the authors suggest that the satisfaction in m-government should be constructed in terms of the satisfaction with m-government and the satisfaction with the government. The research model of citizen satisfaction in the context of m-government is tested through partial least squares (PLS) (SmartPLS 2.0) based on data collected from a survey study in China. Findings The results indicate that the three important social benefits, e.g. convenience, transparency and participation, are positively associated with process gratification, whereas only convenience is positively associated with content gratification. The results suggest that both process gratification and content gratification are positively associated with citizen satisfaction with the government. Furthermore, the research suggests that process and content gratification have a mediating role, whereas compatibility has a moderating role. Practical implications This research provides insights to practitioners on how to facilitate citizen satisfaction by increasing citizens' social benefits and improving process and content gratification. Originality/value This study contributes to the literature by offering a framework for analyzing the impact of citizens' use of m-government on their satisfaction with the government. The work also contributes to UGT by categorizing user gratifications into process gratifications, content gratifications and citizen satisfaction with the government.