{"id":"https://openalex.org/W4395674735","doi":"https://doi.org/10.1142/s0219649224500485","title":"Citizen Satisfaction through the Development of a Sustainable Mobile Government Service Model \u2014 A Blended Approach through M-S-QUAL and EGAM Theories","display_name":"Citizen Satisfaction through the Development of a Sustainable Mobile Government Service Model \u2014 A Blended Approach through M-S-QUAL and EGAM Theories","publication_year":2024,"publication_date":"2024-04-25","ids":{"openalex":"https://openalex.org/W4395674735","doi":"https://doi.org/10.1142/s0219649224500485"},"language":"en","primary_location":{"id":"doi:10.1142/s0219649224500485","is_oa":false,"landing_page_url":"https://doi.org/10.1142/s0219649224500485","pdf_url":null,"source":{"id":"https://openalex.org/S30163770","display_name":"Journal of Information & Knowledge Management","issn_l":"0219-6492","issn":["0219-6492","1793-6926"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319815","host_organization_name":"World Scientific","host_organization_lineage":["https://openalex.org/P4310319815"],"host_organization_lineage_names":["World Scientific"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Information & Knowledge Management","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/A5081517309","display_name":"Kanchan Patil","orcid":"https://orcid.org/0000-0002-1371-1130"},"institutions":[{"id":"https://openalex.org/I244572783","display_name":"Symbiosis International University","ror":"https://ror.org/005r2ww51","country_code":"IN","type":"education","lineage":["https://openalex.org/I244572783"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Kanchan Pranay Patil","raw_affiliation_strings":["Symbiosis Centre for Information Technology (SCIT), Symbiosis International (Deemed University), Pune, P-15, Pune Infotech Park, Hinjawadi, Pune 411 057, India"],"raw_orcid":"https://orcid.org/0000-0002-1371-1130","affiliations":[{"raw_affiliation_string":"Symbiosis Centre for Information Technology (SCIT), Symbiosis International (Deemed University), Pune, P-15, Pune Infotech Park, Hinjawadi, Pune 411 057, India","institution_ids":["https://openalex.org/I244572783"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5011333269","display_name":"S. Vijayakumar Bharathi","orcid":"https://orcid.org/0000-0002-9667-6181"},"institutions":[{"id":"https://openalex.org/I244572783","display_name":"Symbiosis International University","ror":"https://ror.org/005r2ww51","country_code":"IN","type":"education","lineage":["https://openalex.org/I244572783"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"S. Vijayakumar Bharathi","raw_affiliation_strings":["Symbiosis Centre for Information Technology (SCIT), Symbiosis International (Deemed University), Pune, P-15, Pune Infotech Park, Hinjawadi, Pune 411 057, India"],"raw_orcid":"https://orcid.org/0000-0002-9667-6181","affiliations":[{"raw_affiliation_string":"Symbiosis Centre for Information Technology (SCIT), Symbiosis International (Deemed University), Pune, P-15, Pune Infotech Park, Hinjawadi, Pune 411 057, India","institution_ids":["https://openalex.org/I244572783"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I244572783"],"apc_list":null,"apc_paid":null,"fwci":1.5968,"has_fulltext":false,"cited_by_count":1,"citation_normalized_percentile":{"value":0.83618061,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":94,"max":97},"biblio":{"volume":"23","issue":"03","first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.9983999729156494,"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"}},"topics":[{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.9983999729156494,"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/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9948999881744385,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11479","display_name":"Smart Cities and Technologies","score":0.9911999702453613,"subfield":{"id":"https://openalex.org/subfields/2214","display_name":"Media Technology"},"field":{"id":"https://openalex.org/fields/22","display_name":"Engineering"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.6283541917800903},{"id":"https://openalex.org/keywords/government","display_name":"Government (linguistics)","score":0.5649900436401367},{"id":"https://openalex.org/keywords/service-delivery-framework","display_name":"Service delivery framework","score":0.5445438027381897},{"id":"https://openalex.org/keywords/sustainable-development","display_name":"Sustainable development","score":0.5216522812843323},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.462067186832428},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.45892930030822754},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.4404986500740051},{"id":"https://openalex.org/keywords/public-relations","display_name":"Public relations","score":0.4140855669975281},{"id":"https://openalex.org/keywords/political-science","display_name":"Political science","score":0.13892829418182373}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6283541917800903},{"id":"https://openalex.org/C2778137410","wikidata":"https://www.wikidata.org/wiki/Q2732820","display_name":"Government (linguistics)","level":2,"score":0.5649900436401367},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.5445438027381897},{"id":"https://openalex.org/C552854447","wikidata":"https://www.wikidata.org/wiki/Q131201","display_name":"Sustainable development","level":2,"score":0.5216522812843323},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.462067186832428},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.45892930030822754},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4404986500740051},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.4140855669975281},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.13892829418182373},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C41895202","wikidata":"https://www.wikidata.org/wiki/Q8162","display_name":"Linguistics","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1142/s0219649224500485","is_oa":false,"landing_page_url":"https://doi.org/10.1142/s0219649224500485","pdf_url":null,"source":{"id":"https://openalex.org/S30163770","display_name":"Journal of Information & Knowledge Management","issn_l":"0219-6492","issn":["0219-6492","1793-6926"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319815","host_organization_name":"World Scientific","host_organization_lineage":["https://openalex.org/P4310319815"],"host_organization_lineage_names":["World Scientific"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Information & Knowledge Management","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:wsi:jikmxx:v:23:y:2024:i:03:n:s0219649224500485","is_oa":false,"landing_page_url":"http://www.worldscientific.com/doi/abs/10.1142/S0219649224500485","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.44999998807907104,"id":"https://metadata.un.org/sdg/17","display_name":"Partnerships for the goals"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":122,"referenced_works":["https://openalex.org/W604376500","https://openalex.org/W1519959271","https://openalex.org/W1543344834","https://openalex.org/W1591013228","https://openalex.org/W1786693641","https://openalex.org/W1963850114","https://openalex.org/W1987136092","https://openalex.org/W1988050849","https://openalex.org/W1992919737","https://openalex.org/W1994118423","https://openalex.org/W2001768043","https://openalex.org/W2015531938","https://openalex.org/W2017137332","https://openalex.org/W2021403656","https://openalex.org/W2044733189","https://openalex.org/W2071680986","https://openalex.org/W2075589668","https://openalex.org/W2078314529","https://openalex.org/W2082965966","https://openalex.org/W2099078684","https://openalex.org/W2134884007","https://openalex.org/W2150177609","https://openalex.org/W2150238850","https://openalex.org/W2151694441","https://openalex.org/W2152739340","https://openalex.org/W2188240921","https://openalex.org/W2269494529","https://openalex.org/W2288281658","https://openalex.org/W2294671587","https://openalex.org/W2341916104","https://openalex.org/W2409191041","https://openalex.org/W2486170936","https://openalex.org/W2491275509","https://openalex.org/W2496714261","https://openalex.org/W2549564909","https://openalex.org/W2619412480","https://openalex.org/W2724552669","https://openalex.org/W2753322934","https://openalex.org/W2761338978","https://openalex.org/W2762317344","https://openalex.org/W2786939499","https://openalex.org/W2797142768","https://openalex.org/W2800216323","https://openalex.org/W2801387997","https://openalex.org/W2806140230","https://openalex.org/W2810598868","https://openalex.org/W2810869501","https://openalex.org/W2884554037","https://openalex.org/W2886834536","https://openalex.org/W2887593122","https://openalex.org/W2891755256","https://openalex.org/W2896640274","https://openalex.org/W2902836283","https://openalex.org/W2912204482","https://openalex.org/W2938561054","https://openalex.org/W2944109265","https://openalex.org/W2946937192","https://openalex.org/W2955156490","https://openalex.org/W2961553619","https://openalex.org/W2962914362","https://openalex.org/W2966036629","https://openalex.org/W2967555462","https://openalex.org/W2978346165","https://openalex.org/W2991046111","https://openalex.org/W2994966336","https://openalex.org/W2996864140","https://openalex.org/W2998287196","https://openalex.org/W3003378178","https://openalex.org/W3005788619","https://openalex.org/W3006534462","https://openalex.org/W3006806760","https://openalex.org/W3012221726","https://openalex.org/W3021152534","https://openalex.org/W3021447400","https://openalex.org/W3026052266","https://openalex.org/W3027503113","https://openalex.org/W3033709209","https://openalex.org/W3086199683","https://openalex.org/W3093703905","https://openalex.org/W3094332978","https://openalex.org/W3094508507","https://openalex.org/W3101209226","https://openalex.org/W3119878868","https://openalex.org/W3119938775","https://openalex.org/W3122877168","https://openalex.org/W3127807467","https://openalex.org/W3129973276","https://openalex.org/W3139329320","https://openalex.org/W3147261195","https://openalex.org/W3150525923","https://openalex.org/W3158232976","https://openalex.org/W3161436230","https://openalex.org/W3168347980","https://openalex.org/W3170077347","https://openalex.org/W3172776500","https://openalex.org/W3184579868","https://openalex.org/W3184679583","https://openalex.org/W3189440539","https://openalex.org/W3198792923","https://openalex.org/W3212120224","https://openalex.org/W3212427378","https://openalex.org/W3215291641","https://openalex.org/W4200361715","https://openalex.org/W4205118575","https://openalex.org/W4206402646","https://openalex.org/W4207053803","https://openalex.org/W4210578873","https://openalex.org/W4210698546","https://openalex.org/W4210757069","https://openalex.org/W4210886386","https://openalex.org/W4211192893","https://openalex.org/W4220827133","https://openalex.org/W4230637740","https://openalex.org/W4238505817","https://openalex.org/W4238910585","https://openalex.org/W4242735564","https://openalex.org/W4255066861","https://openalex.org/W4281394815","https://openalex.org/W4281648055","https://openalex.org/W4285331825","https://openalex.org/W4289229255","https://openalex.org/W4304996667"],"related_works":["https://openalex.org/W2187752553","https://openalex.org/W1893496822","https://openalex.org/W4317765469","https://openalex.org/W3049600763","https://openalex.org/W2365995941","https://openalex.org/W2385813058","https://openalex.org/W2356964550","https://openalex.org/W2393743241","https://openalex.org/W2352942804","https://openalex.org/W2064390971"],"abstract_inverted_index":{"This":[0],"research":[1,29],"examines":[2],"the":[3,82,131,141,146],"relationship":[4],"between":[5],"sustainable":[6,19,100,147],"m-Gov":[7,13,20,39,57,71,83,88,92,101,128,136,150],"services":[8,21,137],"and":[9,53,64,76,91,120,125,133],"citizen":[10,26,105],"satisfaction":[11],"with":[12],"services.":[14,129,151],"A":[15],"multidimensional":[16],"conceptualisation":[17],"of":[18,87,109,149],"is":[22,112],"defined":[23],"to":[24],"examine":[25],"satisfaction.":[27,106],"The":[28,44,85,107],"model":[30,143],"was":[31],"tested":[32,142],"using":[33],"empirical":[34],"data":[35],"collected":[36],"from":[37,140],"687":[38],"service":[40,48,58,89,122],"users":[41],"through":[42],"PLS-SEM.":[43],"results":[45],"showed":[46],"that":[47],"availability,":[49],"contact,":[50],"responsiveness,":[51],"efficiency,":[52],"privacy":[54],"significantly":[55],"influenced":[56],"quality.":[59],"Mobile":[60],"self-efficacy,":[61],"perceived":[62,65,74,77],"trust,":[63],"functional":[66],"benefit":[67,139],"are":[68],"critical":[69],"for":[70,114],"adoption.":[72,84],"However,":[73],"compatibility":[75],"ability-to-use":[78],"did":[79],"not":[80],"explain":[81],"findings":[86],"quality":[90],"adoption":[93],"interactions":[94],"supported":[95],"their":[96],"role":[97],"in":[98],"predicting":[99],"services,":[102],"thereby":[103],"increasing":[104,145],"outcome":[108],"this":[110],"study":[111],"vital":[113],"government":[115,121,132],"strategies,":[116],"public":[117],"administration,":[118],"policymakers,":[119],"delivery":[123],"literature":[124],"provides":[126],"citizen-centric":[127],"Thus,":[130],"citizens":[134],"adopting":[135],"can":[138],"towards":[144],"offering":[148]},"counts_by_year":[{"year":2026,"cited_by_count":1}],"updated_date":"2026-08-12T21:12:35.861297","created_date":"2025-10-10T00:00:00"}