Desmal Abdulla Jaafar, Othman Mohd Khalit, Hamid Suraya, Zolait Ali
Faculty of Computer Science and Information Technology, Universiti Malaya, Kuala Lumpur, Malaysia.
College of Information Technology, University of Bahrain, Sakheer, Bahrain.
PeerJ Comput Sci. 2022 Jul 28;8:e1028. doi: 10.7717/peerj-cs.1028. eCollection 2022.
This article aims to investigate the constructs that can be used to evaluate the information quality (IQ) of mobile government services. The dimension of IQ is one of the fundamental constructs that assesses the extent of information based on its accuracy, usefulness, and timeliness. Based on the review of previous studies, there is a lack of studies related to mGovernment service quality. It is not practical to measure the service quality of mGovernment by using other measurement scales such as e-service, e-commerce, or e-government. Therefore, it is necessary to understand each dimension that guides constructing a comprehensive framework to measure service quality at mGovernment. The constructs of information quality were extracted from previous literature in mobile government, mobile application service, and e-government to understand the development stages, structure, and unique features-this guide to conduct the systematic literature review to clarify the constructs belonging to the evaluation of information quality. The present article identified six constructs-understandability, timeliness, accuracy, completeness, availability, and usefulness-to measure the information quality of mobile government service. There is limited literature on mGovernment information service quality. With the development of government services on mobile devices, it is necessary to measure information quality at mGovernment service channel to understand users' expectations. The mGovernment service provider benefits from measuring the service quality by improving the strategy and criteria of information at mGovernment portal. In addition, the end-users expect to perform the service with the best quality level of the information supplied and displayed on mGovernment platform.
本文旨在研究可用于评估移动政务服务信息质量（IQ）的构建要素。信息质量维度是基于信息的准确性、有用性和及时性来评估信息程度的基本构建要素之一。基于对以往研究的回顾，缺乏与移动政务服务质量相关的研究。使用电子服务、电子商务或电子政务等其他衡量标准来衡量移动政务的服务质量是不切实际的。因此，有必要了解指导构建衡量移动政务服务质量综合框架的各个维度。从移动政务、移动应用服务和电子政务的以往文献中提取信息质量的构建要素，以了解其发展阶段、结构和独特特征——这指导了进行系统的文献综述，以阐明属于信息质量评估的构建要素。本文确定了六个构建要素——可理解性、及时性、准确性、完整性、可用性和有用性——来衡量移动政务服务的信息质量。关于移动政务信息服务质量的文献有限。随着政府移动设备服务的发展，有必要衡量移动政务服务渠道的信息质量，以了解用户的期望。移动政务服务提供商通过改进移动政务门户的信息策略和标准来衡量服务质量而受益。此外，终端用户期望在移动政务平台上以所提供和显示信息的最佳质量水平来执行服务。
