{"id":"https://openalex.org/W2904905644","doi":"https://doi.org/10.1108/jsit-11-2017-0116","title":"Improving the quality of mobile government services in the Gulf Cooperation Council","display_name":"Improving the quality of mobile government services in the Gulf Cooperation Council","publication_year":2018,"publication_date":"2018-12-19","ids":{"openalex":"https://openalex.org/W2904905644","doi":"https://doi.org/10.1108/jsit-11-2017-0116","mag":"2904905644"},"language":"en","primary_location":{"id":"doi:10.1108/jsit-11-2017-0116","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jsit-11-2017-0116","pdf_url":null,"source":{"id":"https://openalex.org/S39868070","display_name":"Journal of Systems and Information Technology","issn_l":"1328-7265","issn":["1328-7265","1758-8847"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Systems and Information Technology","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5065295894","display_name":"Meiaad Rashid Alsaadi","orcid":null},"institutions":[{"id":"https://openalex.org/I117222138","display_name":"Abu Dhabi University","ror":"https://ror.org/01r3kjq03","country_code":"AE","type":"education","lineage":["https://openalex.org/I117222138"]}],"countries":["AE"],"is_corresponding":true,"raw_author_name":"Meiaad Rashid Alsaadi","raw_affiliation_strings":["Abu Dhabi University, Abu Dhabi, United Arab Emirates"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Abu Dhabi University, Abu Dhabi, United Arab Emirates","institution_ids":["https://openalex.org/I117222138"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5036416517","display_name":"Syed Zamberi Ahmad","orcid":"https://orcid.org/0000-0003-2785-2185"},"institutions":[{"id":"https://openalex.org/I117222138","display_name":"Abu Dhabi University","ror":"https://ror.org/01r3kjq03","country_code":"AE","type":"education","lineage":["https://openalex.org/I117222138"]}],"countries":["AE"],"is_corresponding":false,"raw_author_name":"Syed Zamberi Ahmad","raw_affiliation_strings":["Abu Dhabi University, Abu Dhabi, United Arab Emirates"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Abu Dhabi University, Abu Dhabi, United Arab Emirates","institution_ids":["https://openalex.org/I117222138"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5067498452","display_name":"Matloub Hussain","orcid":"https://orcid.org/0000-0002-6312-3994"},"institutions":[{"id":"https://openalex.org/I117222138","display_name":"Abu Dhabi University","ror":"https://ror.org/01r3kjq03","country_code":"AE","type":"education","lineage":["https://openalex.org/I117222138"]}],"countries":["AE"],"is_corresponding":false,"raw_author_name":"Matloub Hussain","raw_affiliation_strings":["Abu Dhabi University, Abu Dhabi, United Arab Emirates"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Abu Dhabi University, Abu Dhabi, United Arab Emirates","institution_ids":["https://openalex.org/I117222138"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5065295894"],"corresponding_institution_ids":["https://openalex.org/I117222138"],"apc_list":null,"apc_paid":null,"fwci":1.3726,"has_fulltext":false,"cited_by_count":7,"citation_normalized_percentile":{"value":0.85819271,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":96},"biblio":{"volume":"21","issue":"1","first_page":"146","last_page":"164"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9976999759674072,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9976999759674072,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.9391000270843506,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12945","display_name":"Quality Function Deployment in Product Design","score":0.9297999739646912,"subfield":{"id":"https://openalex.org/subfields/1405","display_name":"Management of Technology and Innovation"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/quality-function-deployment","display_name":"Quality function deployment","score":0.8261760473251343},{"id":"https://openalex.org/keywords/government","display_name":"Government (linguistics)","score":0.5832112431526184},{"id":"https://openalex.org/keywords/software-deployment","display_name":"Software deployment","score":0.5760930180549622},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.4927375614643097},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.4604431390762329},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.4459616541862488},{"id":"https://openalex.org/keywords/quality","display_name":"Quality (philosophy)","score":0.43727055191993713},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.4213113784790039},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.4137813150882721},{"id":"https://openalex.org/keywords/house-of-quality","display_name":"House of Quality","score":0.4102107286453247},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.4084862172603607},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.3809995949268341},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.35602086782455444},{"id":"https://openalex.org/keywords/new-product-development","display_name":"New product development","score":0.2030993103981018},{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.17944249510765076}],"concepts":[{"id":"https://openalex.org/C86992474","wikidata":"https://www.wikidata.org/wiki/Q763591","display_name":"Quality function deployment","level":3,"score":0.8261760473251343},{"id":"https://openalex.org/C2778137410","wikidata":"https://www.wikidata.org/wiki/Q2732820","display_name":"Government (linguistics)","level":2,"score":0.5832112431526184},{"id":"https://openalex.org/C105339364","wikidata":"https://www.wikidata.org/wiki/Q2297740","display_name":"Software deployment","level":2,"score":0.5760930180549622},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.4927375614643097},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4604431390762329},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4459616541862488},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.43727055191993713},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4213113784790039},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.4137813150882721},{"id":"https://openalex.org/C76471051","wikidata":"https://www.wikidata.org/wiki/Q763591","display_name":"House of Quality","level":5,"score":0.4102107286453247},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4084862172603607},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.3809995949268341},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.35602086782455444},{"id":"https://openalex.org/C19351080","wikidata":"https://www.wikidata.org/wiki/Q1395034","display_name":"New product development","level":2,"score":0.2030993103981018},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.17944249510765076},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C41895202","wikidata":"https://www.wikidata.org/wiki/Q8162","display_name":"Linguistics","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/jsit-11-2017-0116","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jsit-11-2017-0116","pdf_url":null,"source":{"id":"https://openalex.org/S39868070","display_name":"Journal of Systems and Information Technology","issn_l":"1328-7265","issn":["1328-7265","1758-8847"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Systems and Information Technology","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/17","score":0.5699999928474426,"display_name":"Partnerships for the goals"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":34,"referenced_works":["https://openalex.org/W77322749","https://openalex.org/W1536046926","https://openalex.org/W1542217363","https://openalex.org/W1601871809","https://openalex.org/W1924598448","https://openalex.org/W1964255330","https://openalex.org/W1965976060","https://openalex.org/W1975857669","https://openalex.org/W1981576764","https://openalex.org/W1982273665","https://openalex.org/W1987616375","https://openalex.org/W1992769757","https://openalex.org/W1997382290","https://openalex.org/W2000605448","https://openalex.org/W2015531938","https://openalex.org/W2019846022","https://openalex.org/W2067226662","https://openalex.org/W2092569631","https://openalex.org/W2096654802","https://openalex.org/W2143046692","https://openalex.org/W2151694441","https://openalex.org/W2183409665","https://openalex.org/W2187261056","https://openalex.org/W2188240921","https://openalex.org/W2189338160","https://openalex.org/W2505950084","https://openalex.org/W2510497287","https://openalex.org/W2556235755","https://openalex.org/W2576394058","https://openalex.org/W2589627943","https://openalex.org/W2615885900","https://openalex.org/W2752195462","https://openalex.org/W6606149396","https://openalex.org/W7005339182"],"related_works":["https://openalex.org/W176997299","https://openalex.org/W1487443159","https://openalex.org/W2083668094","https://openalex.org/W1541385977","https://openalex.org/W4390679206","https://openalex.org/W4313202137","https://openalex.org/W4389443643","https://openalex.org/W2167080021","https://openalex.org/W3169238940","https://openalex.org/W2160867633"],"abstract_inverted_index":{"Purpose":[0],"The":[1],"purpose":[2],"of":[3,18,43,47,58,61,179],"the":[4,15,24,28,44,55,59,75,81,90,135,155,180,186],"study":[5,42],"is":[6,139,177],"to":[7,13,38,98,125,183,189],"provide":[8],"a":[9,40,53,68],"concrete,":[10],"integrated":[11],"plan":[12],"improve":[14,130],"service":[16],"quality":[17],"mobile":[19,50,132],"government":[20,106,119],"(m-government)":[21],"services":[22,107,133,150],"from":[23],"customer":[25,127,173],"perspective":[26],"in":[27,146],"Gulf":[29],"Cooperation":[30],"Council.":[31],"Design/methodology/approach":[32],"A":[33],"quantitative":[34],"approach":[35,138],"was":[36],"used":[37],"analyze":[39],"case":[41],"UAE":[45],"Ministry":[46],"Interior":[48],"(MOI)":[49],"application":[51,57],"and":[52,86,129],"competitor:":[54],"MOI":[56],"Kingdom":[60],"Saudi":[62],"Arabia.":[63],"Data":[64],"were":[65],"collected":[66],"using":[67],"focus":[69],"group.":[70],"Findings":[71,95],"Results":[72,115],"show":[73],"that":[74,117],"technical":[76],"requirement":[77],"\u201creal":[78],"time\u201d":[79],"has":[80,89],"highest":[82],"priority":[83],"for":[84,168],"deployment":[85],"\u201ctangible":[87],"service\u201d":[88],"lowest":[91],"priority.":[92],"Research":[93],"limitations/implications":[94],"are":[96,151],"limited":[97],"m-government":[99,190],"services.":[100,112,191],"Further":[101],"studies":[102,164,182],"could":[103],"explore":[104],"other":[105],"such":[108],"as":[109],"traditional":[110,144],"face-to-face":[111],"Practical":[113],"implications":[114],"imply":[116],"if":[118],"decision-makers":[120,156],"or":[121,157],"software":[122,158],"developers":[123],"aim":[124],"understand":[126],"requirements":[128],"their":[131],"accordingly,":[134],"quality-function-deployment":[136],"(QFD)":[137],"much":[140],"more":[141],"effective":[142],"than":[143],"approaches":[145],"which":[147],"decisions":[148],"regarding":[149],"prioritized":[152],"based":[153,171],"on":[154,172],"developers\u2019":[159],"perspectives.":[160],"Originality/value":[161],"Many":[162],"previous":[163],"have":[165],"applied":[166],"QFD":[167,187],"developing":[169],"products":[170],"needs.":[174],"This,":[175],"however,":[176],"one":[178],"few":[181],"successfully":[184],"apply":[185],"matrix":[188]},"counts_by_year":[{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":1}],"updated_date":"2026-05-21T06:26:12.895304","created_date":"2025-10-10T00:00:00"}