期刊名称：Journal of Theoretical and Applied Information Technology
印刷版ISSN：1992-8645
电子版ISSN：1817-3195
出版年度：2018
卷号：96
期号：24
出版社：Journal of Theoretical and Applied
摘要：Technological amplification has expended the involvement of information and communication technology in public sectors and has increased governmental dependence on information systems bringing the management attention towards improving the success of m-government services. Based on the analytical literature review, it was found that most of the m-government evaluation models address the m-service dimensions that assess the quality of m-government platforms. This gives a very constrict perspective to m-government and ignores the key dimensions. Hence, it becomes important to understand how citizens perceive m-government services. This involves defining what m-government service is, identifying its underlying dimensions, and determining how it can be measured. Therefore, periodical evaluation on the success of m-government services becomes essential. Foregoing discussion clearly indicates the necessity of developing a comprehensive m-government service success evaluation framework which not only evaluates the m-government service success but also evaluates the m-government service quality criteria and the citizens� perception in the form of citizens� trust in m-services offered. Thus, the objective of this study is to develop a framework called "m-government service success evaluation framework" (M-GSEF) that evaluates m-government service success from the citizen�s perspective. The Fuzzy Delphi method based on expert opinions was used to evaluate the proposed framework to determine whether all important dimensions and measurement items included in the proposed framework (M-GSEF) were in the right research context or not. Ten sub-factors were excluded after the implementation of the Fuzzy Delphi analysis because they did not meet the requirements. As a result, final framework was obtained in evaluating the success of Malaysian mobile government services
