End-User Satisfaction Through Mobile Governance: A Case Study in Hyderabad, Telangana State
In: Indian journal of public administration, Volume 68, Issue 3, p. 457-472
ISSN: 2457-0222
In terms of technology, the Government of Telangana has made an effort to rebuild mobile-based services for its citizens with the goal of providing functional services 24 hours a day, 7 days a week at the press of a button. This study, therefore, examines the elements that influence mobile governance in the context of end-user's satisfaction. Such assessments are needed for better government–citizen interactions. Furthermore, the major findings suggest that the functional status, privacy concerns, informational quality, grievance redressal and customer's satisfaction are all linked to the quality of the m-governance services delivery mechanism in Hyderabad. This study contributes to a better understanding of service quality components in order to boost end-user acceptance of mobile services in practice.