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Improving the quality of mobile government services in the Gulf Cooperation Council

Improving the quality of mobile government services in the Gulf Cooperation Council The purpose of the study is to provide a concrete, integrated plan to improve the service quality of mobile government (m-government) services from the customer perspective in the Gulf Cooperation Council.Design/methodology/approachA quantitative approach was used to analyze a case study of the UAE Ministry of Interior (MOI) mobile application and a competitor: the MOI application of the Kingdom of Saudi Arabia. Data were collected using a focus group.FindingsResults show that the technical requirement “real time” has the highest priority for deployment and “tangible service” has the lowest priority.Research limitations/implicationsFindings are limited to m-government services. Further studies could explore other government services such as traditional face-to-face services.Practical implicationsResults imply that if government decision-makers or software developers aim to understand customer requirements and improve their mobile services accordingly, the quality-function-deployment (QFD) approach is much more effective than traditional approaches in which decisions regarding services are prioritized based on the decision-makers or software developers’ perspectives.Originality/valueMany previous studies have applied QFD for developing products based on customer needs. This, however, is one of the few studies to successfully apply the QFD matrix to m-government services. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Systems and Information Technology Emerald Publishing

Improving the quality of mobile government services in the Gulf Cooperation Council

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Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
1328-7265
DOI
10.1108/jsit-11-2017-0116
Publisher site
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Abstract

The purpose of the study is to provide a concrete, integrated plan to improve the service quality of mobile government (m-government) services from the customer perspective in the Gulf Cooperation Council.Design/methodology/approachA quantitative approach was used to analyze a case study of the UAE Ministry of Interior (MOI) mobile application and a competitor: the MOI application of the Kingdom of Saudi Arabia. Data were collected using a focus group.FindingsResults show that the technical requirement “real time” has the highest priority for deployment and “tangible service” has the lowest priority.Research limitations/implicationsFindings are limited to m-government services. Further studies could explore other government services such as traditional face-to-face services.Practical implicationsResults imply that if government decision-makers or software developers aim to understand customer requirements and improve their mobile services accordingly, the quality-function-deployment (QFD) approach is much more effective than traditional approaches in which decisions regarding services are prioritized based on the decision-makers or software developers’ perspectives.Originality/valueMany previous studies have applied QFD for developing products based on customer needs. This, however, is one of the few studies to successfully apply the QFD matrix to m-government services.

Journal

Journal of Systems and Information Technology – Emerald Publishing

Published: Mar 11, 2019

Keywords: United Arab Emirates; House of quality; Gulf Cooperation Council; Quality function deployment; Technology innovation; Mobile government

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