Improving the quality of mobile government services in the Gulf Cooperation Council: A quality-function-deployment approach
Journal of Systems and Information Technology
ISSN: 1328-7265
Article publication date: 11 March 2019
Issue publication date: 11 March 2019
Abstract
Purpose
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/approach
A 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.
Findings
Results show that the technical requirement “real time” has the highest priority for deployment and “tangible service” has the lowest priority.
Research limitations/implications
Findings are limited to m-government services. Further studies could explore other government services such as traditional face-to-face services.
Practical implications
Results 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/value
Many 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.
Keywords
Citation
Alsaadi, M.R., Ahmad, S.Z. and Hussain, M. (2019), "Improving the quality of mobile government services in the Gulf Cooperation Council: A quality-function-deployment approach", Journal of Systems and Information Technology, Vol. 21 No. 1, pp. 146-164. https://doi.org/10.1108/JSIT-11-2017-0116
Publisher
:Emerald Publishing Limited
Copyright © 2018, Emerald Publishing Limited