Public service reformation: Relationship building by mobile technology
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摘要
Extensive implementation of information and communication technology (ICT) in public administration has created the capacity to reengineer public service systems to develop a new service delivery channel using the continuous interactivity of the mobile phone's short messaging service (SMS). An empirical study was conducted among general citizens in Bangladesh, who are the actual users of public service. The study revealed that the critical factors which contribute to the development of attitude toward public administration for service delivery through mobile phone SMS are: time and location, relevance, and reliability.
论文关键词:Public service,Short messaging service (SMS),Public administration reformation,Consumer attitudes,Distribution channel,Service design
论文评审过程:Received 9 January 2019, Revised 5 March 2019, Accepted 15 March 2019, Available online 30 May 2019, Version of Record 30 May 2019.
论文官网地址:https://doi.org/10.1016/j.ijinfomgt.2019.03.007