International Journal of Information Management xxx (xxxx) xxxx

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International Journal of Information Management

journal homepage: www.elsevier.com/locate/ijinfomgt

Online service quality and perceived value in mobile government success:

An empirical study of mobile police in China
Changlin Wanga,*, Thompson S.H. Teob
a
Dept. E-Commerce, School of E-Commerce & Logistics Management, Henan University of Economics and Law, 180 Jinshui East Road, Zhengzhou City, 450046, PR China
b
Dept. Analytics & Operations, BIZ, NUS, Office: BIZ1 8-75, 15 Kent Ridge Drive, 119245, Singapore

A R T I C LE I N FO A B S T R A C T

Keywords: Measuring the success of mobile government (m-government) is a significant challenge faced by the public sector
Mobile government success today, as governments are increasingly using mobile technology to provide public services to citizens and m-
Service quality government endeavors have often fallen short of their potential. To address this gap, we draw on DeLone and
Perceived value McLean’s (2003) updated information systems (IS) success model in order to develop an m-government success
Citizen satisfaction
model that theorizes service quality as comprising online and offline service quality and further uses perceived
Online service quality
Offline service quality
value to measure net benefits. The results of a survey of 286 m-government users in China indicate that in-
formation quality and online service quality, but not system quality, are positively associated with citizen sa-
tisfaction, which in turn is positively associated with perceived value. The results also show that the relationship
between online service quality and citizen satisfaction is positively moderated by offline service quality, while
citizen satisfaction partially mediates the relationships between information quality/online service quality (but
not system quality) and perceived value. This study extends the updated IS success model by differentiating
between online and offline service quality, as well as by introducing the notion of perceived value. Our results
provide guidance to researchers and practitioners regarding the role of service quality and perceived value in
measuring m-government system success.

1. Introduction government to provide information and services to stakeholders (e.g.

The measurement of information system (IS) success has garnered
significant attention from researchers and practitioners for many years
(Rana, Dwivedi, & Williams, 2013; Iannacci & Cornford, 2018; Rana,
Dwivedi, & Williams, 2013; Sabherwal, Jeyaraj, & Chowa, 2006). While
some authors have focused on how to form an IS success model for
measuring general IS (DeLone & McLean, 1992, 2003; Seddon, 1997;
Petter, DeLone, & McLean, 2008). Others have focused on how the
updated IS success models are used in specific areas, such as e-com-
merce success (Delone & Mclean, 2004; Wang, 2008), m-commerce
success (Zhou, 2013), and e-government success (Scott, DeLone, &
Golden, 2016; Teo, Srivastava, & Jiang, 2009). Although various as-
pects related to quality have been examined in the m-government
context (see review in Appendix A), this has not been done using the
updated IS success model. Consequently, our study adapts the updated
IS success model to the m-government context, which need not ne-
cessarily be the same as the e-commerce and e-government contexts.
Governments around the world are actively promoting m-govern-
ment. M-government can be defined as the strategy utilized by a
employees, citizens, businesses, and other organizations) via mobile
technology and devices without restrictions of time and place
(Ishmatova & Obi, 2009). Due to the mobility, identification and per-
sonalization advantages offered by m-government, users can overcome
time and space limitations. First, it is convenient for citizens to access
information from m-government services 24/7 in a timely manner.
Moreover, m-government can provide users with personalized services,
facilitate user participation, and enhance the interaction between the
government and citizens (Trimi & Sheng, 2008). Despite this, however,
the effects of m-government use have mostly fallen short of their po-
tential in a similar way to e-government (Vincent & Harris, 2008). This
problem is even more pronounced in the context of developing coun-
tries, with only about 15 % of e-government initiatives successfully
achieving their key goals without any major adverse consequences (Teo
et al., 2009). Therefore, measuring the effectiveness of m-government is
a significant challenge for government departments.
As mentioned above, although DeLone and McLean’s (2003) up-
dated IS success model is most commonly used to measure the success
of a variety of Internet-based systems, such as e-commerce, m-

⁎
Corresponding author.
E-mail addresses: drwangchanglin@gmail.com (C. Wang), bizteosh@nus.edu.sg (T.S.H. Teo).

https://doi.org/10.1016/j.ijinfomgt.2020.102076
Received 24 July 2019; Received in revised form 15 January 2020; Accepted 15 January 2020
0268-4012/ © 2020 Elsevier Ltd. All rights reserved.

Please cite this article as: Changlin Wang and Thompson S.H. Teo, International Journal of Information Management,
https://doi.org/10.1016/j.ijinfomgt.2020.102076
C. Wang and T.S.H. Teo
commerce, and e-government, there is no empirical research measuring
m-government success based on this updated model. Given that DeLone
and McLean’s model (2003) is recognized as a basic framework for
measuring IS success (Scott et al., 2016), and that we are examining the
role of online and offline service quality in our research model, we here
use the DeLone and McLean updated model (2003) rather than the
DeLone and McLean model (1992). Measuring the success of an m-
government system is of great significance in theory and practice. In
theory, m-government is different from m/e-commerce because m-
government frequently encompasses social goals (e.g., enhancing social
justice, advancing public value, and promoting the sustainable devel-
opment of society) (Grimsley & Meehan, 2007); moreover, it can also
provide personalized and localization-based services (Wang, 2014),
which may change the relevant variables (e.g., service quality related to
the mobile context) and the relationships between them in the updated
IS success model.
Increasingly, governments are providing public services to citizens
through online and offline (O&O) channels. Correspondingly, it is im-
portant to consider both offline service quality (e.g., Lee, Kim, & Ahn,
2011) and online service quality (Rana, Dwivedi, Williams, &
Weerakkody, 2016; Shareef, Archer, & Dwivedi, 2015). Only minimal
research has paid attention to the role of offline service quality in ci-
tizens’ use of online public services; moreover, the emergence of O&O-
based public services has also brought challenges to the updated IS
success model, as the construct of service quality in the updated IS
success model is a single-dimensional variable. Last but not least, the
construct of ‘net benefits’ is too general and needs to be defined in terms
of a specific context (Scott et al., 2016). For example, continuance in-
tention is often used to measure IS success in the extant research (e.g.,
Teo et al., 2009). Although both government IS and business IS have
similar goals as regards creating value for customers/citizens, there are
some differences in their application goals. The former mainly focuses
on the public interest (e.g., social equity, social sustainable develop-
ment), while the latter focuses mainly on profit and improving output
efficiency (e.g., cost reduction, market share) (Grimsley & Meehan,
2007; Perry & Rainey, 1988; Scott et al., 2016). Given that government
IS and business IS encompass different strategic goals, we also need to
conduct more research into whether other variables (such as the value
of perceived public services) can be used as dependent variables when
measuring the success of government IS. It is therefore necessary to
extend and validate the updated IS success model to encompass the m-
government context. In practice, government agencies around the
world have embraced the digital revolution and increased investment in
m-government. By evaluating m-government success, the key factors
associated with usage can be identified, which will help the government
to improve both the system design and the efficiency of service de-
livery. Hence, it is necessary to assess m-government success and extend
IS success research into m-government so that we can improve m-
government practices for government agencies.
The purpose of this study is to develop a contextual model based on
the updated DeLone and McLean model (DeLone & McLean, 2003) in
order to measure m-government success. In doing so, we make three
key contributions to our understanding of the updated IS success model
in the m-government context. First, although assessing m-government
success is a significant challenge faced by the public sector, there has
been no empirical research on m-government success to date. We ac-
cordingly offer a framework that extends IS success studies into the m-
government context and test this framework using survey data. Second,
although the government is increasingly inclined to provide public
services to citizens through O&O channels, it is not clear how O&O
service quality affects IS success. Thus, we refine the connotation of
service quality from the perspective of service channels – namely, on-
line service quality (ONQ), and offline service quality (OFQ) – and
explore their effects on m-government success. Note that OFQ is used to
moderate the relationship between ONQ and citizen satisfaction,
thereby facilitating an understanding of why the offline service
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experience in O&O services is increasingly valued by service providers
(Leung, Wu, Ip, & Ho, 2019). Finally, although existing research has
identified the difference between a business IS (e.g., e-commerce) and a
government IS (e.g., e-government), this differentiation is less im-
portant when using net benefits to measure their success. We provide
new insights by using perceived value to measure net benefits in order
to reflect the balance of costs and benefits in the mobile technology
environment. Furthermore, perceived value (similar to public value) is
measured from the public sector perspective.
The remainder of this paper is structured as follows. First, we review
extant research on m-government, IS success, service quality, and per-
ceived value, and outline our research model and hypotheses. Second,
we describe our method and report our empirical results. Finally, we
discuss the implications of our results and conclude the paper.
2. Theory development
In this section, we provide an overview of the literature on m-
government, the IS success model, service quality, and perceived value.
Subsequently, we develop the research model and outline the hy-
potheses.
2.1. M-government services
In recent years, governments throughout the world have made great
efforts to develop e-government, and have achieved great success in
doing so (Rana, Williams, Dwivedi, & Williams, 2011; Seifert & Chung,
2009). At the same time, there has been a substantial amount of em-
pirical research into e-government. In brief, these studies focus pri-
marily on three main topics. The first of these is e-government adop-
tion. These studies are mainly concerned with explaining the factors
that influence citizen adoption of e-government from different theore-
tical perspectives (e.g., Alryalat, Dwivedi, & Williams, 2013;
Weerakkody, El-Haddadeh, Al-Sobhi, Shareef, & Dwivedi, 2013;
Simintiras, Dwivedi, & Rana, 2014; Alryalat, Rana, & Dwivedi, 2020;
Rana & Dwivedi, 2015). The second of these is e-government success,
which explores the factors that affect citizens’ continued use of e-gov-
ernment (Chan et al., 2010; Teo et al., 2009). The third category per-
tains to e-government service quality (e.g., Tan, Benbasat, & Cenfetelli,
2013; Shareef et al., 2015), satisfaction (e.g., Magoutas & Mentzas,
2010), and trust (Janssen, Rana, Slade, & Dwivedi, 2018). These studies
focus on the antecedents and/or consequences of these variables, or the
relationships among these variables (e.g., Santa, MacDonald, & Ferrer,
2019).
In this digital era, reinventing government systems in order to de-
liver efficient and cost-effective services to citizens and businesses via
information and communication technologies (ICT) is a significant
challenge faced by governments worldwide (Fang, 2002). Governments
are increasingly inclined to use m-government as a means of promoting
openness, transparency, and accountability in order to build trust-
worthy government (Bertot, Jaeger, & Grimes, 2010; Shareef, Archer, &
Dwivedi, 2012; Shareef, Dwivedi, Kumar, & Kumar, 2017). M-govern-
ment incorporates the characteristics of mobility, personalization and
location, which enables it to provide citizens with time-critical, loca-
tion-sensitive, and personalized services. Consequently, m-government
has significant advantages over e-government approaches based on
cable Internet (Wang, 2014). There is thus increased investment in m-
government systems that allow governments to deliver public services
to citizens using multiple channels. Previous studies have focused pri-
marily on the factors that drive users to adopt m-government, as well as
the key success factors for m-government. Research in the former ca-
tegory has largely focused on m-government adoption (Hung, Chang, &
Kuo, 2013; Shareef, Kumar, Dwivedi, & Kumar, 2016; Shareef, Dwivedi,
Laumer, & Archer, 2016; Shareef, Dwivedi, & Kumar, 2016), with re-
latively few studies being conducted on m-government continuance
(e.g., Wang, 2014; Li, Yang, Chen, & Yao, 2018). Regarding the latter
C. Wang and T.S.H. Teo
category, however, there has been limited research on m-government
success (Faisal & Talib, 2016; Wirtz & Birkmeyer, 2018). In fact, to the
best of our knowledge, there is no empirical research measuring m-
government success based on the updated IS success model.
Following consideration of a reviewer’s suggestion, and considering
that the object of our empirical study is m-police, we have here re-
viewed the literature related to m-police. In more detail, existing re-
search focuses on the design and application of m-police systems
(Zahabi & Kaber, 2018), security strategies for m-police (He, Qin,
Wang, Chang, & Qin, 2009), and the impact of the application of m-
police on the transmission of information between police departments
(Allen, Wilson, Norman, & Knight, 2008). Further analysis indicates
that the key focus of these studies is the design of m-police and the
application of m-technology in the police department. Fewer studies
have been concerned with the use of m-police, with the exception of
two prominent examples. The results of the first study, which used an
ethnographic approach, indicate that the use of m-technologies enables
information and knowledge to be shared more quickly with officers
(Lindsay, Cooke, & Jackson, 2009). The other study proposed an m-
technology acceptance model (TAM) developed by a single police force
(Lindsay, Jackson, & Cooke, 2014). It should be noted here that these
two studies mainly focused on the initial adoption stage of m-police and
did not involve the post-adoption stage.
2.2. IS success model
Based on a comprehensive review of IS success literature, DeLone
and McLean (1992) identified six factors of IS success: system quality,
information quality, use, user satisfaction, individual impact, and or-
ganizational impact. The DeLone and McLean IS success model is one of
the most widely cited frameworks in the IS discipline (Lowry, Karuga, &
Richardson, 2007). Based on the DeLone and McLean (1992) model,
Seddon (1997) proposed an alternative model that focused primarily on
use and variables related to impact. He suggested that perceived use-
fulness should replace use, and further added social impact to measure
the impact of IS use. Subsequently, based on the IS success studies
conducted during the period from 1993 to 2002, DeLone and McLean
(2003) proposed an updated IS success model by adding service quality
and by using net benefits to measure the grouping of all the ‘impact’
variables. In the years since its publication, this updated model of IS
success has been used to measure a variety of Internet-based systems
success, including that of commercial (Wang, Wang, & Liu, 2016) and
governmental IS (Floropoulos, Spathis, Halvatzis, & Tsipouridou, 2010;
Rana, Dwivedi, Williams, & Weerakkody, 2015; Wang & Liao, 2008).
The creation and selection of success variables is key to the effective
use of the IS success model (Petter, DeLone, & McLean, 2012). There is
a continuing need to develop measures in order to assess the success of
new IS aiming to efficiently deliver services and appropriately measure
both hedonic and utilitarian benefits (Petter et al., 2008). For example,
service quality in this model is mostly considered as an overall con-
struct, meaning that multi-channel effects (e.g. online versus offline
modes of delivery) are neglected. Furthermore, the construct of net
benefits in the model is conceptually too broad to measure, and is thus
frequently measured by continued usage (e.g., Teo et al., 2009, 2009;
Wang, 2008). Although continued usage can reflect net benefits to a
certain extent, this construct is inadequate for the purpose of promoting
the use of m-government. Accordingly, we will attempt to address these
issues in the next two sections.
2.3. Service quality
Service quality refers to the degree and direction of discrepancy
between the perceptions and expectations of consumers (Parasuraman,
Zeithaml, & Berry, 1988). Given that service quality has a strong impact
on business performance and that the measurement of IS effectiveness is
focused on products rather than services, Pitt, Watson, and Kavan
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(1995) asserted that SERVQUAL was an appropriate instrument for use
by researchers in measuring IS service quality. These authors assessed
SERVQUAL measures in five dimensions (i.e., tangibles, reliability, re-
sponsiveness, assurance, and empathy) in three different types of or-
ganizations in three countries. Thereafter, service quality has become a
major area of attention for IS researchers and practitioners, as it is now
considered to be an important construct and has been introduced into
the IS success model (DeLone & McLean, 2003; Seddon, 1997).
In general, researchers recognize that there are different perspec-
tives regarding service quality in different IS contexts. Specifically,
there are six main perspectives on service quality in existing literature:
namely, transcendent, societal loss, product-oriented, user-oriented,
manufacturing-oriented, and value-oriented (Tan et al., 2013). With
reference to extant studies, Tan, Benbasat, and Cenfetelli proposed a
user-oriented conception of e-government service quality that in-
corporated both e-government service content and service delivery. As
the public sector increasingly uses m-government to serve citizens, m-
government service quality has become more and more important.
Appendix A summarizes quality-related constructs in the m-government
context and presents the following results. First, these studies are user-
oriented, and most studies use empirical research methods. Second, the
quality-related constructs of interest are information quality (INQ),
system quality (SYQ), service quality (SEQ), and integration service
quality (IQQ); these constructs are positively associated with intention
to use. Third, past research has not examined online quality and offline
quality separately in the m-government context. Finally, only two stu-
dies clearly point out the dimensions of service quality. For example,
SEQ is a multi-dimensional construct, which can be divided into in-
teraction quality, environment quality, INQ, SYQ, network quality, and
outcome quality (Al-Hubaishi, Ahmad, & Hussain, 2017); accordingly,
the four dimensions of SEQ are connectivity, interactivity, authenticity,
and understandability, respectively (Shareef, Dwivedi, Stamati, &
Williams, 2014). To some extent, these categories embody the technical
characteristics of m-government SEQ.
However, one significant advantage of m-government is that it
compels the public sector to provide services for citizens via online and
offline channels. For example, a tax authority can not only provide
online tax services for users through m-tax, but can also allow users to
make an appointment online and then conduct on-site services. Prior
research has indicated that online purchase behavior is different from
offline behavior (Hult, Sharma, Morgeson, & Zhang, 2019); more spe-
cifically, online channels are more convenient, more flexible and make
it easier to compare products and prices, while offline channels prompt
purchasers to physically check a product and to get into personal
contact with a seller, as well as creating an immersive experience
(Grewal, Iyer, & Levy, 2004). In the m-government context, online
access to public services tends to be more efficient, cheaper, easier and
faster compared to offline access. However, offline access tends to in-
volve human interaction, features more adequate communication, and
makes citizens feel more real and safe (Lee et al., 2011). In addition,
public sectors increasingly use both online and offline channels to
provide services to citizens (Meijer, 2011). Consequently, we here di-
vide service quality into two dimensions: namely, online service quality
(ONQ) and offline service quality (OFQ). ONQ refers to the degree and
direction of discrepancy between citizens’ perception and expectation
when they access m-government services via online channels, while
OFQ refers to the degree and direction of discrepancy between citizens’
perceptions and expectations when they access m-government services
via offline channels. Currently, most research into IS service quality
(e.g., Teo et al., 2009; Scott et al., 2016) actually refers to online service
quality, while some studies focus on the impact of the integration of
online and offline service quality on the adoption of IS systems (Gallino
& Moreno, 2014; Li et al., 2018; Shen, Li, Sun, & Wang, 2018). How-
ever, there are still conflicting conclusions regarding the impact of
offline service quality on users’ intention to use. For example, Lee et al.
(2011) argued that offline service quality is negatively related to
C. Wang and T.S.H. Teo
intention to use, while Cheng, Fu, and de Vreede (2018) suggested that
offline service quality is positively related to satisfaction and loyalty.
These conflicting conclusions may indicate that offline service quality
should be a contingent variable that regulates online service quality and
dependent variables (e.g., willingness to use, loyalty, and value).
Hence, we use offline service quality as a moderator in our research.
2.4. Perceived value
Perceived value refers to the tradeoff between quality and price
(e.g., high quality or low price) (Zeithaml, 1988). This variable is in-
creasingly important because today’s primary economic activity is the
provision of services rather than the production of goods, meaning that
services are becoming more important than in previous decades.
However, Sweeney and Soutar (2001) argued that regarding ‘value’ as
essentially a balance between quality and price is an overly simplistic
approach that precludes understanding of the term’s rich connotations.
Accordingly, these authors asserted that perceived value is an overall
assessment of the service or product’s utility, which is rooted in the
outcome of user perception of what is received and what is given.
Hence, perceived value involves both benefit and sacrifice components
(Kim, Chan, & Gupta, 2007).
Compared to e-government, m-government can be considered as an
innovation that confers many advantages (e.g., mobility and localiz-
ability), which means that it conveys more value. For example, mobility
is regarded as the most important technological trait of m-government
(Wang, 2014), as it enables access to m-government without time and
distance limitations and can also provide time-critical services (such as
mobile communication and mobile information searching) (Yuan,
Archer, Connelly, & Zheng, 2010). Localizability is considered to be the
other important technological trait of m-government, as it enables m-
government to locate citizens and provide them with location-based
services, as well as personalized content and services (Chen, Vogel, &
Wang, 2016). More importantly, using m-government (as compared to
e-government) requires less technical knowledge and lower costs; this
makes m-government services more easily available and accessible,
thus reducing the digital divide (Trimi & Sheng, 2008).
We use perceived value as a substitution for net benefits in m-
government success model for the following reasons. First, perceived
value can more accurately represent the cost–benefit paradigm.
Perceived value adopts the theory of consumer choice and decision-
making from economics and marketing research, and a rational deci-
sion-maker (e.g., an m-government continuance user) tends to choose
value maximization over the cost–benefit paradigm, which then leads
to continuance usage. Second, using perceived value to assess net
benefits is a response to the necessity of developing constructs to gauge
the success of new IS (Petter et al., 2008). Compared to net benefits,
perceived value is more suitable for measuring the impact of new
technology, as it is easy for citizens to perceive the value of these new
technological features (Kim et al., 2007). Finally, perceived value more
accurately reflects the social objectives of the public sector. While net
benefits are more likely to be associated with business activities, per-
ceived value more accurately reflects the strategic goals of public ser-
vices (Grimsley & Meehan, 2007). Generally, private sector firms pay
more attention to efficiency, quality and reliability, while public sector
managers must coordinate these concerns with accountability, public
trust and differing public preferences (Hefetz & Warner, 2004).
2.5. Research model and hypotheses
Fig. 1 presents our research model. Our m-government success
model includes information quality, system quality, online and offline
service quality, citizen satisfaction, and perceived value. Here, in-
formation quality refers to the degree and direction of discrepancy
between citizens’ perceptions and expectations of the content of m-
government; system quality refers to the degree and direction of
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International Journal of Information Management xxx (xxxx) xxxx
discrepancy between citizens’ perceptions and expectations of an m-
government system; citizen satisfaction refers to the degree of citizens’
perception of satisfaction with m-government; finally, perceived value
refers to a citizen’s overall perception of m-government services based
on the considerations of its benefits, along with the sacrifices needed to
acquire and/or use it.
2.5.1. Information quality and citizen satisfaction
Information quality, which focuses on the IS content issue, is mea-
sured based on the characteristics of the actual information generated
by the IS, as well as the extent to which the information product meets
user needs in terms of accuracy, timeliness, reliability, relevance, in-
tegrity, and simplicity (Floropoulos et al., 2010). Hence, high-quality
information is personalized, complete, relevant, easy to understand,
and secure; moreover, it is a key consideration if IS suppliers want users
to access transactions from the IS (Delone & Mclean, 2004). Previous
work suggests that information quality is positively related to citizen
satisfaction in e-commerce (Wang, 2008), m-commerce (Chatterjee,
Chakraborty, Sarker, Sarker, & Lau, 2009), and e-government (Wang &
Liao, 2008). In the m-government context, the services provided by
governments can be divided into informational and transactional ser-
vices (Venkatesh, Chan, & Thong, 2012); moreover, information ser-
vices are key to governmental IS, as access to information is the most
common reason why citizens use an e-government website (Teo et al.,
2009). Moreover, due to the technological trait of mobility in m-gov-
ernment, citizens can access information in a timely fashion; in addi-
tion, due to the incorporation of GPS technology, citizens can be easily
located and provided with personalized information. At the same time,
an individual’s SIM card is exclusive, which improves information se-
curity. All these advantages of m-government improve information
quality and may increase citizen satisfaction. Hence, we present the
following hypothesis:
H1. Information quality is positively associated with satisfaction of m-
government services.
2.5.2. System quality and citizen satisfaction
System quality pertains to how well the system transfers informa-
tion and services to citizens (Maes & Poels, 2007). The key measures of
system quality are availability, usefulness, response time, reliability,
and flexibility (Delone & Mclean, 2004). Extant studies have found that
higher system quality leads to greater citizen satisfaction in both e-
commerce (Wang, 2008) and e-government (Teo et al., 2009). Com-
pared to e-government, using m-government requires little technolo-
gical knowledge and less cost, which makes m-government services
more easily available and accessible (Trimi & Sheng, 2008). Further-
more, the mobile phone is a personal device and can be used as a digital
token for authentication, which enhances m-government’s reliability
and security (Cao, Lu, Gupta, & Yang, 2015). Finally, m-government
dispenses with time and space limitations, allowing users to enjoy
public services anytime and anywhere, which enhances m-govern-
ment’s flexibility and responsiveness (Ishmatova & Obi, 2009). These
advantages of m-government improve information quality and may
increase citizen satisfaction. Hence, we present the following hypoth-
esis:
H2. System quality is positively associated with satisfaction of m-
government services.
2.5.3. Service quality and citizen satisfaction
Service quality captures the degree of difference between consumer
perception and expectation (Parasuraman et al., 1988), and is measured
by tangibles, reliability, responsiveness, assurance, and empathy. In the
e-commerce context, service quality can also be assessed through the
effectiveness of online support features such as frequently asked ques-
tions (FAQs), custom website intelligence and order tracking (Molla &
C. Wang and T.S.H. Teo
Fig. 1. Research Model.
Licker, 2001). There is no doubt that the technology that supports
services for user transactions via online IS is important; this is true
whether the support is offered through help desks, hotlines, service
centers, or online communications (Delone & Mclean, 2004). Extant
research indicates that service quality is an important antecedent of
both satisfaction and measures of IS success in e-commerce (Delone &
Mclean, 2004) and e-government (Grimsley & Meehan, 2007).
Accessing m-government services via online channels is convenient
and flexible, making it easy to search for information and complete
business transactions in an efficient and effective way (Shareef, Kumar,
Dwivedi, & Kumar, 2014), which may enhance citizen satisfaction. At
the same time, all the processes of the online service are visible, and all
operations leave traces in the system; this increases the transparency of
the service, reduces corruption (Bertot et al., 2010), and is conducive to
increasing citizen satisfaction. Hence, we present the following hy-
pothesis:
H3. Online service quality is positively associated with satisfaction of
m-government services.
2.5.4. Citizen satisfaction and perceived value
Referring to the definition of e-commerce satisfaction (Molla &
Licker, 2001), we define m-government satisfaction as the reaction or
feeling of a citizen in relation to his/her experience with all aspects of
an m-government system. The IS success model implies that use and
user satisfaction are closely interrelated. For example, user satisfaction
is an important variable for use in measuring the actual use of IS in the
public sector (Chan et al., 2010). The IS success model suggests that
positive experience with use will lead to greater user satisfaction, and
that greater user satisfaction will in turn increase use and net benefits in
related IS fields, such as e-commerce (Delone & Mclean, 2004; Wang,
2008), e-government (Grimsley & Meehan, 2007; Wang & Liao, 2008),
and m-commerce (Chatterjee et al., 2009). Similarly, increasing citizen
satisfaction with m-government is beneficial to both intention to use
and actual use (Wang, 2014). Because of its time-critical nature, which
is rooted in GPS technology and based on mobility and location-sensi-
tive functions, m-government can provide citizens with both time-cri-
tical services (such as notices and real-time job dispatching) (Yuan
et al., 2010) and location-based services (including location tracking,
personalized information and services) (Chen et al., 2016), all of which
are beneficial to citizens. M-government can also increase government
transparency and citizen participation, as well as reduce the digital
divide, which will enhance citizen satisfaction and continuance usage.
Hence, we present the following hypothesis:
H4. Citizen satisfaction with m-government is positively associated
with the perception of m-government value.
2.5.5. The role of offline service quality
Offline channels facilitate citizens’ ability to physically access public
services and interact with government staff (Grewal et al., 2004). More
importantly, offline services can adopt targeted service measures based
5
International Journal of Information Management xxx (xxxx) xxxx
on the customer's specific situation. Hence, the advantages of offline
services are becoming increasingly obvious in the face of citizens' more
personalized service needs (Lee et al., 2011). However, on the one
hand, citizens might switch to online channels if and when they come to
believe that m-government provides improved benefits relative to off-
line service (Hansen, 2005). On the other hand, once the government
provides the same public service through both online and offline
channels, citizens may not consider the offline channel as an in-
dependent service channel separate from the online channel (Kaufman-
Scarborough & Lindquist, 2002), as citizens' previous experience with
offline service quality will improve overall trust in government. Extant
research has indicated that citizens' positive offline service experience
is helpful in enhancing their awareness of the reliability of online ser-
vice quality, and can also help reduce their uncertainty regarding the
government's ability to provide high-quality services through online
avenues (e.g., Madlberger, 2006). We can here recall that H3 hy-
pothesizes that citizens will be more satisfied with m-government ser-
vices when they perceive high online service quality, as these positive
experiences will enhance their satisfaction with the online services
provided by the government. In addition, the positive effect of online
service quality on citizen satisfaction may also be affected by the level
of offline service quality. When offline service quality is high, citizens
are more likely to form stable, long-term relationships with service
providers (e.g., governments), and also tend to believe that they can
acquire high online service quality and satisfaction with services pro-
vided by the government (Kim, Malhotra, & Narasimhan, 2005). Con-
versely, when offline service quality is low, this will weaken the posi-
tive relationship between online service quality and citizen satisfaction.
Hence, we present the following hypothesis:
H5. Offline service quality positively moderates the relationship
between online service quality and satisfaction of m-government
services.
3. Method
3.1. Measures
To ensure content validity, the items used to measure all variables in
our model (such as information quality, system quality, online service
quality, offline service quality, citizen satisfaction, and perceived value)
were adapted from validated instruments in extant literature, although
they were reworded to fit our context (see Appendix B). Information
quality and system quality were measured using the instrument sug-
gested by Teo et al. (2009). According to the measurement of service
quality in e-government (e.g., Teo et al., 2009) or e-commerce (Wang,
2008) research, service quality in fact refers to the quality of online
services. Therefore, our measure of online service quality was adapted
from service quality in Teo et al. (2009). Moreover, our measure of
offline service quality was adapted from Lee et al. (2011) and Teo et al.
(2009). Citizen satisfaction was measured using the instrument sug-
gested by Chen et al. (2016). We used public value to measure
C. Wang and T.S.H. Teo International Journal of Information Management xxx (xxxx) xxxx

perceived value in mobile government in order to distinguish the dif- Table 1

ference between IS in the public context and IS in the consumer context. Demographics of the two group samples (N = 286).
Hence, perceived value was adapted from Scott, DeLone, and Golden Characteristics Frequency Percentage
(2016). These items were modified to make them relevant to the m-
government context (specifically, m-police) when we translated the Gender (GEN) Male (0) 165 57.69
items into Chinese by means of a back-translation method (Brislin, Female (1) 123 43.01
Age (year) 20–29 86 30.07
1970). 30–39 116 40.56
Pretesting of the measures was conducted using 60 respondents. The 40–49 55 19.23
results of Cronbach’s α of all variables (0.75-0.89) and factor loadings ≥ 50 29 10.14
(above 0.75) via confirmatory factor analysis were deemed acceptable. Education (EDU) Below college 129 45.10
College and above 157 54.90
Accordingly, the items were further adjusted to make their wordings as
Online time per day < 1 38 13.29
clear and accurate as possible. Likert scales (1–7), with anchors ranging (hour) 1–3 86 30.07
from ‘strongly disagree’ to ‘strongly agree’, were used to measure all 4–8 127 44.41
constructs. Appendix B lists the final items used in this study. Moreover, > 9 35 12.24
to account for differences among users, we included three control
variables (i.e. age, gender, and education level) suggested by the extant
literature (e.g., Teo, 2001). variable method to test the research model. Results of this testing in-
dicate that there were no differences between the research model (the
3.2. Data collection average factor loading is 0.836) and the marker variable model (the
average factor loading is 0.15) (Podsakoff, MacKenzie, Lee, &
The police station is one of the government departments contacted Podsakoff, 2003), which confirmed that CMV was not a serious problem
most frequently by Chinese citizens, as citizens need to go to their local in our study.
police station to update their Hukou (household registration) in the
area where the residence is located whenever their Hukou changes 4. Results
throughout their lives. Under normal circumstances, citizens need to go
to the police station to handle this business, which is a time-consuming Similar to some extant studies (e.g., Teo et al., 2009; Tan et al.,
and laborious process. In order to improve service efficiency, Police- 2013), partial least squares (PLS) was used to test our model. This
Civilian Communication, an m-government service (hereafter referred method employs a component-based approach with fewer restrictions
to as m-police), was developed by the Zhengzhou Public Security on sample size and residual distributions, and has thus been recognized
Bureau of Henan Province in 2018. This service aims to break the re- as an effective method for measuring construct reliability and validity
strictions of local area networks, create a new-generation police service (Chin, Marcolin, & Newsted, 2003). Using the Smart-PLS 2.0, we first
platform, and provide high-quality police services to stakeholders by evaluated the measurement model to assess reliability and validity,
facilitating two-way communication between police staff, police and then tested the structural model.
citizens, and police and firms. M-police provides a range of public
services: these include police news, online reservation, WeChat notifi- 4.1. Measurement model
cations, residence permit online applications, inquiries regarding motor
vehicle infractions, driver's license score inquiries, entry and exit cer- Tables 2 and 3 present the measurement model results, including
tificate inquiry, inquiries regarding ID card and residence permit pro- information about reliability, validity, correlations, and factor loadings.
cessing progress, vehicle inspection point distribution queries, security In Table 2, Cronbach’s alphas are between 0.75 and 0.92 in our model,
officer test results and card progress queries, online video consultations, which is well above the 0.70 criterion for internal consistency relia-
online reminders, and other services. Therefore, it can be said that the bility (Cronbach & Furby, 1970). The average variance extracted (AVE)
services provided by m-police are closely related to the needs of citizens was greater than 0.50 (ranging from 0.69 to 0.85) in all cases and also
and have become one of the most important forms of m-government greater than the square of the correlations, suggesting discriminant
application (Firoozy-Najafabadi & Pashazadeh, 2011; Yin et al., 2006). validity (Chin et al., 2003).
The questionnaire was pilot-tested among a group of 60 citizens, In Table 3, a further confirmatory factor analysis conducted using
who were not included in the main survey. All reliability measures PLS indicates that all items had high factor loadings (ranging from
using Cronbach’s alpha were above 0.70 (Fornell & Larcker, 1981). 0.76–0.90) in their corresponding constructs, which supports con-
Construct validity was evaluated using factor analysis, and all items vergent and discriminant validity (Tan et al., 2013).
loaded on their expected constructs. The formal questionnaire survey
was conducted via a tax information provider whose customers are 4.2. Structural model
located in all cities in Henan province. The tax information provider
randomly invited 700 citizens, all of whom came to the company to Fig. 2 illustrates the standardized path coefficients in our model. H1,
handle their business, to fill out the questionnaire. Potential re- H3, H4, and H5 were supported, although H2 was not. H1 was sup-
spondents were reminded not to participate in the survey if they had no ported because the results indicated that information quality (b = 0.32,
experience with m-police. Each of the respondents was paid RMB50 p < 0.001) was positively associated with citizen satisfaction. System
($7) as an incentive. We collected 320 respondents within one month. quality (b = 0.12, p > 0.05) was positively associated with citizen
There were 286 valid questionnaires (Table 1) in total, as 34 ques- satisfaction, but the result was not significant; thus, H2 was not sup-
tionnaires had missing data. T-tests (respondents versus non-re- ported. H3 was supported in that online service quality was positively
spondents) suggest that there were no significant differences in terms of associated with citizen satisfaction (b = 0.43, p < 0.001). H4 was
gender, age and education. supported because citizen satisfaction (b = 0.36, p < 0.001) was sig-
One limitation of self-reported data is that it may be affected by nificantly associated with perceived value. Finally, H5 was supported
common method variance (CMV). First, we used Harman’s one-factor because we found that offline service quality (b = 0.15, p < 0.05)
test to evaluate the CMV; the results showed that no single factor ac- positively moderated the relationship between online service quality
counted for the majority of variance (e.g., the most covariance ex- and citizen satisfaction.
plained by one factor is 25.38 %) (Harman, 1976), which indicated that We used a slope test to illustrate the results of the moderation
CMV was not a threat in this study. Furthermore, we used the marker analysis. For H5, following simple slope analyses, the slopes for low

6
C. Wang and T.S.H. Teo International Journal of Information Management xxx (xxxx) xxxx

Table 2
Correlations between constructs.
Constructs Mean SD AVE CR Cronbach’s 1 2 3 4 5 6
(> 0.50) (> 0.70) α (> 0.70)

1.INQ 4.42 1.25 0.76 0.75 0.76 0.87

2.SYQ 4.78 1.32 0.73 0.84 0.79 −0.09∗∗ 0.85
3.ONQ 5.98 1.09 0.82 0.85 0.92 0.17∗ 0.12∗∗ 0.91
4.OFQ 4.23 1.57 0.69 0.78 0.75 −0.12∗∗∗ 0.09∗∗∗ −0.15∗ 0.83
5.SAT 4.38 1.02 0.85 0.83 0.85 0.18∗∗ −0.25∗∗ 0.31∗∗ 0.15∗∗ 0.92
6.PEV 5.24 1.16 0.73 0.89 0.86 0.21∗∗ 0.16∗ 0.12∗∗ −0.29∗ 0.07∗∗ 0.94

Note: ∗p < 0.05; ∗∗p < 0.01, ∗∗∗p < 0.001.

Table 3 that the control variables did not affect path weights among the major
Item loadings and cross-loadings. constructs in the research model.
Items INQ SYQ ONQ OFQ SAT PEV We used the four-step method approach proposed by Baron and
Kenny (1986) to test the mediation effect. We further examined the
INQ 1 0.83 0.25∗∗∗ 0.14∗ 0.15∗ 0.23∗∗∗ 0.28∗∗ significance of the mediating effect by conducting a Sobel test (Sobel,
INQ 2 0.82 0.09∗∗ 0.23∗ 0.17∗∗ 0.26∗ 0.25∗∗∗
1986). The results showed that information quality (T = 29.78,
INQ 3 0.78 0.12∗∗∗ 0.08∗∗∗ 0.12∗ 0.14∗∗ 0.17∗∗∗
INQ 4 0.82 0.05∗ 0.15∗∗∗ 0.28∗ 0.25∗∗∗ 0.08∗∗∗
p < 0.01) and online service quality (T = 35.24, p < 0.001) had a
SYQ 1 0.13∗∗∗ 0.85 0.28∗∗∗ 0.26∗∗ 0.08∗ 0.19∗∗∗ significant positive relationship with citizen satisfaction and perceived
SYQ 2 0.14∗∗ 0.84 0.32∗∗ 0.32∗∗∗ 0.19∗ 0.28∗∗∗ value respectively; this indicated that citizen satisfaction partially
SYQ 3 0.27∗∗∗ 0.83 0.17∗∗ 0.09∗∗ 0.15∗∗ 0.17∗∗ mediated the relationship between information quality/online service
SYQ 4 0.24∗∗∗ 0.78 0.25∗∗∗ 0.25∗ 0.21∗∗∗ 0.25∗∗∗
quality and perceived value.
ONQ 1 0.08∗∗ 0.12∗ 0.86 0.28∗∗∗ 0.16∗∗ 0.04∗
ONQ 2 0.36∗∗∗ 0.24∗∗∗ 0.82 0.07∗∗∗ 0.23∗∗∗ 0.14∗∗
ONQ 3 0.24∗∗ 0.14∗∗ 0.80 0.26∗∗ 0.16∗∗∗ 0..17∗∗∗ 5. Discussion
ONQ4 0.27∗∗∗ 0.24∗∗∗ 0.88 0.25∗∗∗ 0.05∗∗∗ 0.28∗∗
OFQ 1 0.24∗∗∗ 0.25∗∗∗ 0.02∗∗∗ 0.81 0.23∗ 0.05∗
Grounded in DeLone and McLean’s (2003) updated IS success
OFQ 2 0.17∗∗ 0.21∗∗∗ 0.12∗∗∗ 0.84 0.12∗∗∗ 0.21∗∗
OFQ 3 0.12∗ 0.17∗∗∗ 0.32∗∗∗ 0.88 0.16∗∗ 0.23∗
model, we constructed an m-government success model and examined
OFQ 4 0.16∗∗∗ 0.16∗∗ 0.28∗ 0.76 0.23∗∗∗ 0.21∗ the relationship between constructs related to quality, citizen satisfac-
SAT 1 0.32∗∗∗ 0.16∗∗ 0.13∗∗ 0.08∗∗∗ 0.86 0.05∗ tion, and perceived value. The results indicated that our research model
SAT 2 0.27∗∗∗ 0.22∗∗∗ 0.12∗ 0.12∗∗∗ 0.79 0.05∗∗∗ were suitable measures of m-government system success. Consistent
SAT 3 0.21∗ 0.19∗∗∗ 0.26∗∗ 0.24∗∗ 0.82 0.06∗
with prior IS success model research (Floropoulos et al., 2010; Wang &
SAT 4 0.25∗∗∗ 0.03∗ 0.25∗ 0.02∗∗ 0.89 0.17∗∗∗
PEV 1 0.24∗ 0.16∗∗∗ 0.21∗∗∗ 0.07∗ 0.17∗∗∗ 0.86 Liao, 2008; Wang, 2008), both information quality and online service
PEV 2 0.18∗∗∗ 0.16∗ 0.15∗∗∗ 0.23∗ 0.27∗ 0.85 quality were found to be positively associated with citizen satisfaction.
PEV 3 0.27∗∗ 0.21∗∗∗ 0.23∗∗ 0.25∗∗∗ 0.12∗∗∗ 0.76 Contrary to our expectations, however, system quality did not have a
PEV 4 0.08∗∗ 0.28∗∗ 0.20∗∗∗ 0.09∗ 0.25∗∗ 0.79
significant positive relationship with citizen satisfaction, which is dif-
PEV 5 0.32∗∗ 0.32∗∗ 0.12∗ 0.12∗∗∗ 0.17∗ 0.82
PEV 6 0.16∗∗∗ 0.13∗ 0.22∗∗∗ 0.07∗∗ 0.23∗∗∗ 0. 78
ferent from the trend in the results of the extant research (e.g., Teo
et al., 2009; Lee et al., 2011). Moreover, we also found that offline
Note: ∗p < 0.05; ∗∗p < 0.01, ∗∗∗p < 0.00. service quality positively moderated the relationship between online
service quality and citizen satisfaction; however, we found that offline
offline service quality (t = 16.45, p < 0.001) and high offline service service quality did not have a significant positive relationship with ci-
quality (t = 19.32, p < 0.001) were found to be significant. This tizen satisfaction.
finding indicates that at high levels of offline service quality, citizen First, DeLone and McLean’s (2003) updated IS success model was
satisfaction increases rapidly as online service quality increases, while found to be important in measuring m-government success. Specifi-
at low levels of offline service quality, citizen satisfaction increases only cally, citizen satisfaction was positively related to perceived value
marginally as online service quality increases (Appendix C). However, (measuring net benefits in the updated IS success model). This is be-
while offline service quality (b = 0.09, p > 0.05) was positively asso- cause user satisfaction with the m-government system is conducive to
ciated with citizen satisfaction, this result was not significant. enhancing the continued use of m-government. The more users use m-
Altogether, the model accounted for 42 % of the variance in perceived government, the greater the benefits they receive, which facilitates the
value, with online service quality contributing much more to citizen successful implementation of the m-government system (DeLone &
satisfaction than other quality-related constructs. Moreover, we tested McLean, 2003). The antecedents of citizen satisfaction – information
the control variables – gender (b = 0.08, p > 0.05), age (b = 0.14, quality and online service quality – were important factors associated
p > 0.05), and education (b = 0.03, p > 0.05) – and found them not with citizen satisfaction; of these, online service quality had the
to be significant. We also tested the research model with all control strongest relationship with user satisfaction, while information quality
variables excluded and found no difference in the results. This indicates had the second strongest relationship with user satisfaction. In contrast
to the updated IS success model, we regard service quality as a multi-

Fig. 2. The results of research model.

Note: ∗p < 0.05; ∗∗p < 0.01, ∗∗∗p < 0.001.

7
C. Wang and T.S.H. Teo
dimensional construct that includes both online and offline service
quality. Moreover, compared to the existing IS success models (e.g.,
Wang & Liao, 2008; Rana et al., 2015), we use perceived value rather
than net benefits or continuance intention to measure IS success, which
is more in line with the purpose of the public service sector in pro-
moting the government information system.
Second, an unexpected result of our research is that the relationship
between system quality and citizen satisfaction was found not to be
significant. This result is both surprising and contrary to previous
findings in the online service context (e.g., Wang & Liao, 2008; Wang,
2008; Teo et al., 2009). In order to clarify the reasons for this insig-
nificant relationship, we interviewed 16 respondents by telephone to
answer questions pertaining to their experience of using the m-gov-
ernment system. These interviews found that the main reasons for user
dissatisfaction include, for example, that the system often suddenly
exits during the use process, that the response time is slow, and that
system updates are not timely. Based on these results, we believe that
the following two factors may lead to the current poor perceived quality
of the m-government system. First, compared to the private sector, the
provision of information online started relatively late in the public
sector. Consequently, there may not be sufficient experience within this
sector in developing system quality for m-government services. Second,
due to the strict management of government budgets, many IS are de-
veloped internally and staff may not have sufficient experience with
them, which results in a poorly designed system that leads to citizens
being dissatisfied with system quality. Further analysis indicated that
the relationship between system quality (b = 0.06, p > 0.05) and
perceived value was not significant. This result suggests that the quality
of the m-government system did not meet citizens’ expectations because
the system quality did not increase citizens’ perceived value. Hence, it is
unsurprising that the relationship between system quality and citizen
satisfaction was not significant.
Finally, our results indicated that online service quality had the
strongest relationship with citizen satisfaction among the quality-re-
lated constructs; however, the relationship between offline service
quality and citizen satisfaction was not significant. One possible reason
for this is that transparency is critical to citizen satisfaction in the
Chinese context because of the relatively weaker institutional and legal
environments in the country (Chen et al., 2016). In general, people
prefer self-service and online services over face-to-face services because
of the time savings, increased personal control (Chan et al., 2010), and
reduced opportunity for corruption (Bertot et al., 2010). Another po-
tential reason is that the online services provided by m-government do
have many benefits for users, including greater efficiency and effec-
tiveness, a cheaper, easier and faster channel for information access,
government services anytime and anywhere, personalized information
and services, and so on (Trimi & Sheng, 2008). Compared with previous
studies that focused on offline service quality (e.g., Lee et al., 2011),
and online service quality (e.g., Tan et al., 2013), our research examines
whether offline service quality moderates the relationship between
online service quality and citizen satisfaction. These results will help
the public service sector to improve service quality through the provi-
sion of online and offline channels to citizens.
5.1. Implications for research
Our study makes several contributions to the research. The major
contribution of this study is the respecification and validation of a
theoretical model measuring m-government success. To our knowledge,
this research is among the first to theorize about m-government success.
Consequently, we extend past research on the updated IS success model
by refining service quality from the perspective of service channels and
measuring net benefits via perceived value from the public sector per-
spective, thereby enhancing existing knowledge within the IS success
literature. We found that information quality was positively related to
citizen satisfaction, which is consistent with prior research in the e-
8
International Journal of Information Management xxx (xxxx) xxxx
government (e.g., Wang & Liao, 2008) and e-commerce contexts (e.g.,
Wang, 2008). Extant research suggests that the desire to search for
useful information is a key reason why citizens use m-government
systems. Contrary to our expectations, however, the relationship be-
tween system quality and citizen satisfaction was not significant, which
is different from most prior research (e.g., Wang, 2008; Wang & Liao,
2008). Taken as a whole, when considering how service quality might
be adapted to the m-government context, the empirical results of this
study provide insights into how service quality based on online and
offline service channels are associated with citizen satisfaction and
perceived value.
The second contribution of our research is that we examine the
moderating role of offline service quality in m-government success,
which expands our understanding of IS success from the perspective of
service channels. Although extant research indicates that service
quality is a multi-dimensional construct (see Appendix A and Section
2.3), it is considered to be a single construct in most IS success studies
(e.g., Teo et al., 2009). Most existing research has tested the role of
offline service quality (Lee et al., 2011) or online service quality (Rana
et al., 2015) rather than the contingent role of offline service quality. To
fill this gap, our study regards offline service quality as a moderator; in
so doing, it expands our understanding of the updated IS success model
in the multi-channel services context. In practice, these results are im-
portant for service providers, as online and offline services are be-
coming increasingly popular as a means of enhancing public service
quality and value along with the rapid development of in-store tech-
nology (Lee et al., 2011).
The third contribution is that we use perceived value to measure net
benefits, which creates a public value-based construct (net benefits)
that measures IS success from the citizen perspective within the context
of m-government systems. Measuring net benefits is an important issue
in the updated IS success model because the creation and selection of
success constructs are critical to the effective application of the updated
IS success model. Previous research often used constructs including
continuance intention (e.g., Teo et al., 2009), satisfaction (e.g.,
Floropoulos et al., 2010), and net benefits (Wang, 2008). However,
most studies measuring the success of public sector IS (e.g., e-govern-
ment) still follow the logic of measuring business systems. Moore
(1995) asserted that creating public value is an important strategic goal
of the public service sector. Public value refers to the value attached to
the outcome of government policies and citizens experience of public
services. Scott et al. (2003) proposed success measures designed to
assess net benefits from the public sector perspective based on public
value theory. We followed the method proposed by these authors,
thereby introducing perceived value into the m-government success
model and validating it as a measure. Note that it is beneficial to dis-
tinguish IS in the public sector from that in business systems in the
private sector; this is because m-government is different from business
IS, as the former frequently encompasses social goals (e.g., public trust,
sustainability, and well-being) (Grimsley & Meehan, 2007). Our study
also answers the call to develop constructs capable of measuring the
success of new technologies, which is a continuing need in the IS field
(Petter et al., 2008).
5.2. Implications for practice
The results of our research provide governments with a set of rich
insights into how m-government services could be improved so as to
enhance the successful implementation of the m-government system.
First, our study suggests that governments should focus on improving
m-government system quality. Our empirical results indicate that the
relationships between system quality and both citizen satisfaction and
perceived value were not significant. However, the results of sub-
sequent telephone interviews revealed that the main reason for this
phenomenon was the poor quality of the m-government system. Hence,
governments should take appropriate actions to improve the
C. Wang and T.S.H. Teo
development and testing of their m-government systems. For example,
if the government department intends to develop an m-government
system internally, it should seek inputs from experienced employees in
order to develop the system and strengthen the management of the
development process. The government could also entrust a professional
company to develop the system by means of IT outsourcing, or opt to
develop the system in cooperation with experienced software compa-
nies. Rigorous testing prior to actual implementation is crucial if citizen
satisfaction with m-government is to be improved.
Second, our study suggests that when the public sector provides m-
government services with the aim of increasing citizen satisfaction, it
should rely more on online channels than on offline channels; this is
because our research has identified that online service quality has the
strongest relationship with citizen satisfaction. Due to the obvious ad-
vantages of online services, which include cost reduction, efficiency,
convenience and flexibility (Hung et al., 2013), the government should
provide self-service as much as possible through online channels and
reduce offline services (e.g., counter services); this can effectively re-
duce inefficient face-to-face interactions between citizens and officials,
and thus alleviate citizens’ dissatisfaction and frustration.
Finally, our study suggests that governments should improve in-
formation quality when providing m-government services to citizens.
More specifically, the relationship between information quality and
satisfaction is second only to that between online service quality and
satisfaction. This result suggests that obtaining information is an im-
portant motivating factor in users’ use of m-government. To improve
information quality and citizen satisfaction, governments should ensure
that the accuracy, completeness, consistency, uniqueness, and time-
liness of the information provided meet the needs of citizens. In addi-
tion, governments should provide personalized information to cater to
citizens’ preferences.
5.3. Limitations
There are a few limitations of the present study, along with future
research directions, that should be discussed. First, the data were col-
lected from China and based on the m-police in China. It must be noted
here that m-police is a typical m-government application that is widely
utilized in China. In order to expand the generalizability of our findings,
future studies could examine this model using other m-government
systems (e.g. m-health, m-traffic, and m-tax) in different nations and at
different levels (federal, local, etc.), as cultural values play an important
role in users’ adoption and continued use of innovative technologies
(Dwivedi, Shareef, Simintiras, Lal, & Weerakkody, 2016). Furthermore,
future studies could also examine other variables associated with m-
government success. Second, our results were based on cross-sectional
data, meaning that causality cannot be inferred; future research could
use longitudinal data to test our research model. Third, perceived value
Appendix A. Literature review quality related constructs in m-government context
Author(s) Perspective Quality re- Theory and method
lated variables
Ding, Yang, Chen, Long, Citizen IQQ Stimulus-organism- response framework and
and Wei (2019) theory of uses & gratifications / Survey
Li et al. (2018) Citizen IQQ heory of uses and gratifications / Survey
Jaradat, Moustafa, and Citizen Quality Theory of diffusion innovation / Survey
Al-Mashaqba (2018)
Sharma, Al-Badi, Rana, Citizen INQ UTAUT / Survey
and Al-Azizi (2018)
Wirtz and Birkmeyer (2- Citizen INQ Heuristic framework / Survey
018)
Yang, Jiang, Yao, Chen, Citizen IQQ Categorization theory Survey
and Wei (2018)
Yeh (2017) Citizen SEQ Theory of diffusion innovation / Survey
9
International Journal of Information Management xxx (xxxx) xxxx
was used as the dependent variable to measure net benefits in our
study. Future research could use trust, accountability, etc. as a depen-
dent variable to measure net benefits in order to test our research
model. Finally, extant research into e-government and e-commerce has
indicated that channel integration can improve service quality (Gallino
& Moreno, 2014; Li et al., 2018; Shen et al., 2018), since online-offline
channel integration can more comprehensively meet the preferences of
different citizens. Further research could include this construct in our
model and test the impact of these three constructs (online, offline, and
integration service quality) on citizens’ perceived value of m-govern-
ment services.
6. Conclusion
When attempting to implement m-government systems, the public
sector faces the challenge of measuring IS success. Accordingly, to ad-
dress this concern, we develop an m-government success model based
on DeLone and McLean’s (2003) updated IS success model. Compared
with this updated model, which considers service quality as a single-
dimensional variable, we subdivide service quality into online service
quality and offline service quality and use the latter as a moderator.
Moreover, considering that the important strategic goal of the public
service sector is to create value for citizens, we use perceived value
(similar to public value) to measure net benefits. Our results suggest
that online service quality and information quality are important
antecedents of citizen satisfaction, while the relationships between
system quality and offline service quality with citizen satisfaction are
not significant. We also find that offline service quality moderates the
relationship between online service quality and citizen satisfaction. Our
study adapts the updated DeLone and McLean (2003) success model to
the context of m-government services. Our results will be useful for
public service providers aiming to better understand how to encourage
users to continue to use m-government, as it has discerned the key
driving factors of this continued usage.
Declaration of Competing Interest
The authors declare that they have no known competing financial
interests or personal relationships that could have appeared to influ-
ence the work reported in this paper.
Acknowledgments
This work was partly supported by National Natural Science
Foundation of China (NSFC) under Grant [NSFC-71403080] and
Department of Science & Technology of Henan Province under Grant
[172400410135 and 182400410140].
Main findings
Perceived integration positively influence the citizens' perceptions of
value.
Perceived integration positively influence the citizens' perceptions of
value.
Quality is positively related to intention to adopt and use.
INQ is positively related to intention to adopt and use.
INQ is positively related to the attractiveness of m- government.
IQQ is positively related to perceived value.
SEQ is positively related to intention to adopt and use.
C. Wang and T.S.H. Teo International Journal of Information Management xxx (xxxx) xxxx

Al-Hubaishi et al. (2017) Citizen SEQ N. A / Concept SEQ is a multi-dimensional construct: Interaction quality, Environment
quality, INQ, SYQ, Network quality, and outcome quality.
Shareef, Kumar et al. (- Citizen SEQ N. A / Survey SEQ implies connectivity, personalization, time and location, relevant
2016) content, process motivation, entertainment, informativeness.
Shareef, Kumar, Dwive- Citizen SYQ citizen attitude intention / Survey SYQ implies reliability and security.
di, and Kumar (201-
6)
Chen et al. (2016) Citizen SEQ Procedural fairness theory / Survey SEQ implies transparency, information accuracy and voice opportunity.
Aloudat, Michael, Chen, Citizen SEQ Theory of Reasoned Action (TRA) and TAM / SEQ is positively related to intention to adopt and use.
and Al-Debei (2014) Survey
Shareef, Dwivedi et al. Citizen SEQ Theory of diffusion innovation / Survey SEQ implies ease of use, usefulness, compatibility, empathy, security,
(2014) reliability.
Shareef, Kumar et al. (- Citizen SEQ SERVQUAL /Survey SEQ contains four dimensions: connectivity, interactivity, authenticity,
2014) and understandability.
Shareef et al. (2012) Citizen SEQ EG Adoption-Citizen Intention Model SEQ implies ease of use, usefulness, compatibility, empathy, security,
reliability.

Note: INQ — Information quality, SYQ — System quality, SEQ — Service quality, IQQ — Integration of online and offline services quality.

Appendix B. Measures

Information quality (Teo et al., 2009)

INQ1 M-police system provides the precise information you need.

INQ2 M-police system provides sufficient information.
INQ3 M-police system provides up-to-date information.
INQ4 M-police system provides reliable information.

System quality (Teo et al., 2009)

SYQ1 M-police system is user friendly.

SYQ2 M-police system is easy to use.
SYQ3 I find it easy to get M-police system to do what I want it to do.
SYQ4 I feel secure to use m-government.

Online service quality (Teo et al., 2009)

ONQ1 M-police provides dependable services.

ONQ2 M-police provides services at the times it promises.
ONQ3 M-police is responsive to citizen’s request.
ONQ4 M-police is designed with citizen’s best interests at heart.

Offline service quality (Lee et al., 2011; Teo et al., 2009)

OFQ1 The police bureau provides dependable services.

OFQ2 The police bureau provides services at the times it promises.
OFQ3 The police bureau is responsive to citizen’s request.
OFQ4 The police bureau satisfies the needs of citizens.

Citizen satisfaction (Chen et al., 2016)

How do you feel about your overall experience in using M-police service?
SAT1 Very dissatisfied/very satisfied.
SAT2 Very displeased/very pleased.
SAT3 Very frustrated/very contented.
SAT4 Absolutely terrible/absolutely delighted.

Perceived value (Scott et al., 2016, adapted from public value)

PEV1 Using M-police system saves me money.

PEV2 Using M-police is an effective way of communicating with the police berau.
PEV3 I am comfortable relying on M-police to meet its obligations
PEV4 This website increases my understanding of issues.
PEV5 I felt that I had a lot of control over my experiences with the M-police system.
PEV6 This website makes me feel that decision-makers listen to me.

10
C. Wang and T.S.H. Teo
Appendix C. The interaction effects of offline service quality
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