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Title: Service Quality Parameters for Mobile Government Services in India
Authors: Chanana L.
Agrawal R.
Punia D.K.
Published in: Global Business Review
Abstract: Information and communications technology (ICT)-based government service delivery in India is rapidly achieving a stage of maturity. With the increasing teledensity and the penetration of mobile devices, the Indian central and state governments have started to offer government services over mobile devices. As more and more government services are offered over mobile phones, it is important to gain an understanding of parameters determining the quality of mobile government services. The identification of service quality parameters will help stakeholders appropriately prioritize and position mobile-based government service delivery. This article presents the findings of an exploratory study using an online survey of Indian e-government experts on the service quality parameters for m-government in India. The study aims to identify and prioritize the service quality parameters based on similar parameters identified by researchers for e-government and mobile service quality. © 2016 IMI.
Citation: Global Business Review (2016), 17(1): 136-146
Issue Date: 2016
Publisher: Sage Publications India Pvt. Ltd
Keywords: e-governance
mobile government
service delivery
service quality
ISSN: 9721509
Author Scopus IDs: 56040029600
Author Affiliations: Chanana, L., SAP India Private Limited, New Delhi, India
Agrawal, R., Department of Management Studies, Indian Institute of Technology, Roorkee, Uttarakhand, India
Punia, D.K., Institute of Engineering and Technology (IET), JK Lakshmipat University (JKLU), Jaipur, Rajasthan, India
Corresponding Author: Agrawal, R.; Department of Management Studies, Indian Institute of TechnologyIndia; email:
Appears in Collections:Journal Publications [MS]

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