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TopIntroduction
Over the past few years, governments worldwide have launched and implemented mobile government (m-government) services. These initiatives aim to provide both public information and services to citizens, the public, and private sectors. M-government can be used in different areas; for example, in healthcare, mobile applications can be used to notify parents of their children’s vaccinations (Qabajeh et al., 2021). M-government can also benefit the transportation sector by allowing citizens to purchase tickets via mobile devices (Nuryasman & Warningsih, 2022). Moreover, m-government provides personalized services and real-time access to information (Alkhwaldi & Al-Ajaleen, 2022). Aside from improving citizens’ livelihoods, m-government can increase governments’ effectiveness, efficiency, and citizen participation, as well as reduce spending (Wirtz et al., 2021). However, the adoption level of m-government services by citizens in many countries, such as Saudi Arabia (Bamufleh et al., 2021), Tanzania (Ishengoma, 2022), India (Hebbar & Kiran, 2022), and Spain (Liébana-Cabanillas et al., 2021), is unsatisfactory. Thus, m-government’s benefits and possible downstream sustainable social developments have not been fully realized.
Researchers have explored the factors preventing the adoption of m-government (Goyayi & Subramanium, 2021). The majority of researchers have concentrated on investigating the factors that influence users’ initial rejection or adoption decisions; they assumed that users’ initial adoption automatically results in usage continuance intention. To address this fallacy, this paper argues that the factors influencing continuance intention are different from those influencing initial adoption. Hence, identifying the factors related to continuance intention will offer a deeper understanding of why the benefits of m-government have not been achieved. Thus, this paper attempts to bridge this gap by examining the factors affecting m-government continuance intention.
To answer the following research question, the article employed the expectation-confirmation model (ECM), which has yet to be tested in the m-government context, and some aspects of the information system (IS) success model:
What are the factors influencing m-government continuance intention?
This study adopted a quantitative methodology and carried out an online questionnaire. The data were collected from 553 m-government users in Saudi Arabia. Because the aim of this study was to identify the factors affecting m-government continuance intention, only those who had used m-government were included in this research.
This paper first reviews the literature and then discusses the proposed model’s theoretical background and the hypotheses. Then, it outlines the research methodology. Following that, the data are analyzed. Finally, a discussion of the research implications, limitations, and future work is presented.
TopLiterature Review
M-Government Services
Governments aim to serve their citizens through the provision of information and public services (Abu-Shanab, 2021). Many governments have adopted mobile technologies as forms of communication and service delivery to enhance the quality of the services they provide and to reach a larger population (Almuraqab, 2020).
M-government can offer many benefits to different sectors, including health, education, security, and transportation. A good example that may enhance security is Kamnapp, which is an application that enables mobile users in the Kingdom of Saudi Arabia to notify responsible authorities of incidents, such as traffic accidents and crime (Omaier et al., 2019). Another good example is a mobile application that allows students’ parents and teachers to communicate, thus enhancing education (Alkhalifah et al., 2020). This application is useful for parents who do not have sufficient free time to visit their children’s schools. Furthermore, certain duties performed by public sector employees who work in the field, such as law enforcement officers and home healthcare professionals, are best handled using mobile devices (Adly, 2020). For instance, parking inspectors in Austria carry mobile devices that give them immediate access to the central parking database so that they can monitor the status of each vehicle (Fowdur & Luckhun, 2022). Furthermore, m-government enables the accomplishment of tasks that would have otherwise been completed in the old-fashioned way (face-to-face) because it provides instant real-time information that serves people on the move.