Mobile government services and resident satisfaction: Evaluation of Kahramaa mobile services

Abstract

The success of any mobile service depends on the perceived efficiency and effectiveness of using the service. This research article attempts to evaluate the factors influencing the effectiveness and efficiency of the Kahramaa mobile service, where both influence users’ satisfaction. From a system’s features perspective, timeliness and availability were significant predictors of efficiency, accuracy, and usability were significant predictors of effectiveness. Accessibility and reliability failed to influence efficiency and effectiveness respectively. Structural equation modeling was used to estimate the research model and explained 61.7% of the variance in satisfaction. The article reports valuable insights for public officials and researchers based on a system’s features perspective. Conclusions and implications are reported at the end.