Prioritization of citizens’ preferences for using mobile government services: The analytic hierarchy process (AHP) approach

Analyzing the Housing Consumer Preferences via Analytic Hierarchy Process (AHP) in Dubai, United Arab Emirates

Dubai was one of the top three real estate destinations in the world for investment in 2020. This paper aims to understand the order of preference for various housing determinants by housing consumers in Dubai. As a methodology, a survey was conducted on Dubai residents, and Analytic Hierarchy Process (AHP) was performed to identify the housing determinants and consumers’ preferences. In addition, the respondents’ demographic characteristics identified priorities by income, place of residence, age, gender, and type of house. The results showed that housing consumers place importance on housing price and rent (0.0918), and the investment value (0.0866). However, there was no serious consideration for social and psychological factors, other than safety (0.0730). Regarding gender, men place more importance on the housing price and rent (0.113), and the investment value (0.110). In comparison, women place more importance on factors such as the convenience of transportation (0.104), safety (0.093), and residential environment (0.082). In the age groups, the interest in the educational environment (0.081) among the 40-year-olds was relatively high. In terms of monthly income, the higher the income, the higher the interest in investment value (0.086).

Exploration of the usability quality attributes of mobile government services: a literature review

This article investigates and analyzes the usability quality attributes of mobile government services. The lack of previous research in the area of mobile government service quality encourages the researchers of the current work to select the usability quality dimension, which is considered one of the most significant parts of the mobile government service quality framework. Using the systematic literature reviews in the area of usability in human-computer interaction and software design, the main attributes are extracted and analyzed to fit into the context of mobile government services. Five quality attributes of the usability dimensions are identified for evaluation of the quality of services of mobile government. These attributes are efficiency, satisfaction, memorability, error and compatibility. The present research proposes a model that can be used to evaluate the usability of mobile government services. The attributes were extracted according to the mobility features with consideration of the service category (Government-To-Citizens). By measuring the usability quality of the mGovernment portal by the electronic government agencies, it leads to understanding the degree of usability of the provided services from the public's perspective.

Understanding citizen intention to use m-government services: an empirical study in the UAE

Purpose

The growing popularity of mobile technology has led governments across the world to develop mobile business models and encouraged the transition from the electronic government (e-government) to the mobile government (m-government). However, only a small amount of data is available regarding m-government implementation in developing countries and users’ behavioural intentions (BIs) with respect to the utilization of such services. To address this issue, this study attempts to identify factors that affect m-government acceptance among citizens of the United Arab Emirates (UAE). This study aims to examine the relationships between m-government service characteristics and m-government technology characteristics by analysing their perceived ease-of-use, perceived usefulness, user attitudes towards m-government usage and corresponding BIs with respect to utilization of m-government services.

Design/methodology/approach

This study is based on a quantitative survey conducted among 326 users of m-government services in the UAE. The responses were tabulated on a five-point Likert scale. Structural equation modelling was used to evaluate the performance of the proposed model and verify the hypothesized relationships between its constructs.

Findings

Overall, the research findings indicate that: users’ intention to use m-government applications has three determinants – attitude towards m-government use, m-government ease of use and m-government usefulness; m-government usefulness and ease of use have a significant influence on user attitudes towards m-government; and perceived ease of use of the service, currency of the services, the accuracy of the provided information, the security concerns associated with the utilization of the m-government services, trust in the m-government services and the risks perceived in using the m-Government service are antecedents of users’ perceptions of the m-government services.

Originality/value

This study has improved our understanding of the critical mobile technology factors that are needed to improve user acceptance of m-government services. The study presents important implications for both theory and practice.

A proposed maturity assessment framework of the Greek local government Web Electronic Services

Purpose

This paper aims to construct an assessment framework to establish a maturity model for Web Electronic Services offered at a local government level and investigate the maturity of Greek municipalities in the E-Government field, trying to correlate how this is affected by demographic variables.

Design/methodology/approach

An original assessment framework regarding municipal Electronic Services was created based on the literature review. The assessment framework was included in a methodological approach supported by the PROMETHEE II method, as well as by selected statistical methods. The framework and the methodological approach were applied in the case of Greek municipalities.

Findings

The analysis revealed the low maturity level of Greek municipalities in Electronic Services sector. The Greek case study indicated that the proposed framework and methodological approach could provide useful insights to municipalities for the improvement of its E-Government Web services based on their strategic preferences.

Research limitations/implications

The assessment took place only in Greece, assessing all the country's municipalities and conducting research only in the municipalities’ websites. The proposed methodology suggests that the PROMETHEE II multi-criteria decision analysis method can support the assessment of the maturity level of local government entities. Moreover, the combination of the PROMETHEE II–empowered assessment framework with demographic statistical analysis can assist orthological decision-making concerning future investments in Web Electronic Services. The methodology could be a good option for future research efforts (assessments) in municipalities, in Greece and worldwide.

Practical implications

The framework is both easy to use and fairly complete. The fact that the assessment was conducted in all the Greek municipalities makes it much more reliable, as it provides the whole picture. The suggested methodology which includes the proposed framework could be used in the cases of municipalities in other countries to assist future actions concerning the investment in Web Electronic Services.

Originality/value

This study provided a medium-size framework, being both complete and easy to use during the evaluation process of all the municipalities in Greece. In addition, the statistical analysis received data from a decision-making tool to execute the clustering (Cluster analysis is usually performed based on the raw data).

Determinants of individuals’ intention to use mobile health: insights from India

Purpose

This study aims to examine the determinants of mobile health technology and applications use intention. The factors are delineated from prior literature and theories of individual traits and adoption characteristics, technology acceptance and health belief.

Design/methodology/approach

Data from 409 respondents were collected from Indian participants through a questionnaire survey. The construct “use intention” was measured using individual traits to mobile services, subjective norm, health consciousness, awareness and perceived usefulness, and the model was tested.

Findings

The study found that mobile health technology and the applications awareness and personal innovativeness influence intention to use.

Originality/value

Previous studies have often looked at technology adoption and acceptance models separately and are less adequately discussed in the Indian context. The components that determine mobile health technology and the applications’ acceptance by literature and theories of individual traits and adoption characteristics, technology acceptance and health beliefs were also inadequately discussed. The significant contribution of this research also includes policy recommendations for improving mobile health acceptance in India.

A quality function deployment strategy for improving mobile-government service quality in the Gulf cooperation council countries

Purpose

The purpose of this paper is to derive mobile-government (m-government) service-quality factors in the Gulf Cooperation Council (GCC) and develop an integrated strategic plan for improving the quality of m-government services from a customer perspective in the GCC.

Design/methodology/approach

A quantitative approach was used in this case study of m-government services in the GCC. Data were collected using focus groups and questionnaires for three similar m-government applications (one from the United Arab Emirates, one from the Saudi Arabia and one from Oman). The house of quality tool, including technical benchmarking, was applied as part of the quality function deployment (QFD) approach to identify customer requirements, translate them to technical requirements and develop a strategic plan for improving the quality of m-government services.

Findings

The results revealed that “real time” had the highest priority for deployment, while “tangible service,” contrary to expectations, had the lowest priority for deployment.

Research limitations/implications

Study findings are limited to the m-government services delivered to citizens. There is scope for further study into m-government services delivered both to businesses and other governments.

Practical implications

The findings imply that the m-government decision makers must involve citizens in all service-development processes to ensure that service delivery meets citizens’ expectations.

Originality/value

Most previous studies regarding m-government service-quality dimensions have used information system service-quality dimensions. This study is one of the pioneering studies to have successfully derived m-government service-quality factors using the QFD matrix.