Online service quality and perceived value in mobile government success: An empirical study of mobile police in China

作者：

Highlights：

• Respecifying the updated IS success model and extending it into the m-government context.

• Service quality is divided into online and offline service quality from the perspective of service channels.

• Perceived value is used to measure net benefits from a public sector perspective.

• Offline service quality moderates the relationship between online service quality and citizen satisfaction.

摘要

•Respecifying the updated IS success model and extending it into the m-government context.•Service quality is divided into online and offline service quality from the perspective of service channels.•Perceived value is used to measure net benefits from a public sector perspective.•Offline service quality moderates the relationship between online service quality and citizen satisfaction.

论文关键词：Mobile government success,Service quality,Perceived value,Citizen satisfaction,Online service quality,Offline service quality

论文评审过程：Received 24 July 2019, Revised 15 January 2020, Accepted 15 January 2020, Available online 31 January 2020, Version of Record 12 March 2020.

论文官网地址：https://doi.org/10.1016/j.ijinfomgt.2020.102076