پژوهشهای مدیریت عمومی (Sep 2023)
Interpretive Structural Modeling for Evaluating Quality of Mobile Government Services Based on Web 3.0
Abstract
Extended AbstractAbstractEvaluation of service quality is one of the main concerns of government and non-government service providers. With the advancement of mobile technologies and the provision of government services to citizens in the framework of mobile government, the evaluation of the quality of this type of service has already received the attention of governments and researchers in the field of mobile government service quality. In this research, thematic analysis method and interpretive structural modeling (ISM) technique have been used. By analyzing the theme of the identified factors and themes and using the interpretive structural modeling method, the factors have been identified and classified among these factors.The method of theme analysis and interpretive structural modeling is based on the opinion of experts. The experts in this research consist of 14 expert professors, researchers and executives in the field of mobile government. The results of the research show that evaluating the quality of mobile government services at the first level, satisfying citizens at the second level, educating citizens and building trust in mobile government services at the third level, designing aapplication at the fourth level, data security and the culture of mobile government services at the fifth level, organizational policy, Web3 capabilities, and software and hardware infrastructure are at level six.IntroductionThe concern of all governments is to improve the indicators of good governance and in order to communicate and improve the quality of services for citizens, and from the period of providing traditional services to the provision of mobile electronic services, this challenge is always there for governments, because providing appropriate services It guarantees citizens satisfaction and suitable indicators for well-being in different countries. Due to the attention of the governments to the category of new technologies as the key to the problems of providing and improving the quality of services, goals such as trying to downsize the government body, reducing the costs of providing services, etc. are pursued. The same issue led to the emergence of mobile government in the world, where governments provide their services to citizens through smart mobile systems. The unique capabilities and features of mobile government, including location and time constraints in providing services, make governments welcome this phenomenon. Parallel to mobile government, we are witnessing the emergence of a new generation of the web called Web 3. which has emerged after the generations of Web1 and Web2. Based on this, in addition to providing services to help new technologies, evaluating the quality of services is also important for governments. Service provider organizations should also provide the necessary conditions to evaluate service quality for information technology by managing contextual factors, technology, policies, etc.Case StudyIn recent years, providing quality mobile electronic services to citizens has been considered as a key activity and the main factor in the success of governments and organizations services.The current research was conducted with the aim of identifying and leveling the factors affecting the quality of moblie government services in Iran in order to improve the quality of services in this field.Materials and MethodsIn this research, thematic analysis method and interpretive structural modeling (ISM) technique have been used. By analyzing the theme of the identified factors and themes and using the interpretive structural modeling method, the factors have been identified and classified among these factors.The method of theme analysis and interpretive structural modeling is based on the opinion of experts. The experts in this research consist of 14 expert professors, researchers and executives in the field of mobile government.Discussion and ResultsThe results of the research show that evaluating the quality of mobile government services at the first level, satisfying citizens at the second level, educating citizens and building trust in mobile government services at the third level, designing aapplication at the fourth level, data security and the culture of mobile government services at the fifth level, organizational policy, Web3 capabilities, and software and hardware infrastructure are at level six.ConclusionIn this research, with the help of interpretative structural modeling, the factors affecting the quality of mobile government services in Iran were stratified based on expert interviews and thematic analysis. The results showed that there are ten dimensions affecting the quality of mobile government services from the experts' point of view. Paying attention to each of the introduced dimensions increases the quality of services in other sectors as well.
Keywords
