Research on Citizens’ Intentions for Continued Usage of Mobile Government Services from the PPM Perspective

Abstract

Provincial mobile government service platforms, represented by ‘Zheliban’ and ‘Yueshengshi’, have transformed the traditional way governments provide public services to citizens. Maintaining user engagement with these platforms has become a critical challenge in promoting the digitalization of public services. Despite the widespread adoption of mobile services, the characteristics influencing citizens’ intentions for continued usage of mobile government service platforms have not received sufficient attention in the academic literature. This study, based on the Information Systems Success Model (IS Theory) and Expectation Confirmation Theory (ECT), constructs a Push-Pull-Mooring (PPM) model from a dynamic perspective to examine factors influencing citizens’ continued usage intentions. The research findings indicate that the quality of mobile government service platforms has a significant positive impact on citizens’ continued usage intentions, with citizen satisfaction mediating the relationship between platform quality and continued usage intention. Furthermore, digital exclusion and platform user stickiness negatively moderate the mediating role of satisfaction. This study provides a comprehensive framework for explaining the pathways influencing citizens’ continued usage of mobile government service platforms, extends the theoretical boundaries of the PPM model, and contributes to research in related fields. The findings offer valuable insights for the government in optimizing and promoting mobile government services.

Keywords

• mobile government service
• continued usage intention
• citizen satisfaction
• PPM model