استخدام تطبيقات الحكومة البحرينية عبر الهواتف الذكية ورضا المستخدمين عن الخدمات المقدمة

نوع المستند : المقالة الأصلية

المؤلف

کلية الإعلام - جامعة القاهرة - قسم العلاقات العامة والإعلان - القاهرة - مصر

المستخلص

زاد الاعتماد على الخدمات الرقمية في السنوات الأخيرة، فظهر مفهوم الحكومة الإلكترونية الذكية، مما أدى إلى تسهيل عديد من المهام، مثل: العمليات المالية، والدعم الصحي، وسداد الفواتير، والوصول إلى مختلف الخدمات الحكومية، وذلك بفضل توفر مجموعة متنوعة من تطبيقات الهواتف المحمولة تعمل على جميع الأجهزة والأنظمة، ومع أن الدراسات السابقة تطرقت إلى هذه الظاهرة، إلا أن الدراسة الحالية تقدم نموذجًا مفاهيميًا جديدًا لرصد درجة استخدام الجمهور لتطبيقات الحكومة الذكية ومستوى رضاهم عن الخدمات المُقدَّمة لهم في مملكة البحرين، وتعتمد الدراسة على منهج مسح الجمهور، من خلال أداة الاستبانة الرقمية عبر موقع جوجل، واعتمدت على عينة عشوائية بسيطة شملت 250 مواطنًا ومقيمًا في البحرين، وحُلِّلت البيانات باستخدام برنامج SPSS، مما سهَّل التحقق من صحة الفروض والإجابة عن التساؤلات، وتفسير النتائج، التي أكدت نجاح النموذج المقترح في إقامة علاقة ذات دلالة إحصائية بين مختلف معايير الاستخدام ومستويات رضا الجمهور عن الخدمات المُقدَّمة.

الكلمات الرئيسية

{"sdg_fld":["9","11"]}

الموضوعات الرئيسية


  1. Twizeyimana, J.D. and A.J.G.i.q. Andersson, The public value of E-Government–A literature review. 2019. 36(2): p. 167-178.
  2. Farida, I., et al., The implementation of E-government in the industrial revolution era 4.0 in Indonesia. International Journal of Progressive Sciences Technologies, 2020. 22(2): p. 340-346.
  3. Alharbi, A.S., et al., An overview of M-government services in Saudi Arabia. 2020. 12(4): p. 1237-1241.
  4. Krell, N., et al., Smallholder farmers' use of mobile phone services in central Kenya. 2021. 13(3): p. 215-227.
  5. Talukder, M.S., et al., Critical factors influencing the intention to adopt m-government services by the elderly, in Research Anthology on Supporting Healthy Aging in a Digital Society. 2022, IGI Global. p. 1028-1050.
  6. Youn, S. and S.V.J.C.i.H.B. Jin, In AI we trust?” The effects of parasocial interaction and technopian versus luddite ideological views on chatbot-based customer relationship management in the emerging “feeling economy. 2021. 119: p. 106721.
  7. Althunibat, A., et al., Sustainable applications of smart-government services: A model to understand smart-government adoption. 2021. 13(6): p. 3028.
  8. Alqudah, M.A.J.A.a.S., Artificial Intelligence in Managing the Electronic Customer Relationship and Enhancing the Level of Satisfaction with Electronic Services. 2021.
  9. Kankanhalli, A., Y. Charalabidis, and S.J.G.I.Q. Mellouli, IoT and AI for smart government: A research agenda. 2019, Elsevier. p. 304-309.
  10. Ahmad, S.Z. and K.J.I.J.o.I.M. Khalid, The adoption of M-government services from the user’s perspectives: Empirical evidence from the United Arab Emirates. 2017. 37(5): p. 367-379.
  11. Talukder, S., et al., A two-stage structural equation modeling-neural network approach for understanding and predicting the determinants of m-government service adoption. 2019.
  12. Stald, G.J.J. and Media, Mobile Democracy: Changing Conditions for Young Danes’ Democratic Information and Participation. 2023. 4(1): p. 272-288.
  13. Heber, E., et al., Web-based and mobile stress management intervention for employees: a randomized controlled trial. 2016. 18(1): p. e5112.
  14. Mensah, I.K. and D.S.J.M.I.S. Mwakapesa, The impact of context awareness and ubiquity on Mobile Government Service adoption. 2022. 2022: p. 1-20.
  15. Rana, N.P., et al., Citizens’ adoption of an electronic government system: towards a unified view. 2017. 19: p. 549-568.
  16. Junnonyang, E., Integrating TAM, perceived risk, trust, relative advantage, government support, social influence and user satisfaction as predictors of mobile government adoption behavior in Thailand. International Journal of eBusiness eGovernment Studies2021. 13(1) p. 159-178.
  17. Wukich, C.J.G.I.Q., Social media engagement forms in government: A structure-content framework. 2022. 39(2): p. 101684.
  18. Alharmoodi, B.Y.R. and M.M.B.J.E.J.o.M.S. Lakulu, Transition from e-government to m-government: challenges and opportunities-case study of UAE. 2020. 5(1): p. 61-67.
  19. Kim, S.K., M.J. Park, and J.J.J.I.T.f.D. Rho, Does public service delivery through new channels promote citizen trust in government? The case of smart devices. 2019. 25(3): p. 604-624.

- Saydawi, W. (2019). nahw takhtit dhakii alhukumat aldhakiat bdylan ean alhukumat altaqlidiati. majalat eulum alhandasati, jamieat Tishrin, 41 (4) :

- Misrati, K. (2021). 'iistratijiat al'iimarat alearabiat almutahidat fi altahawul min alhukumat al'iiliktruniat 'iilaa alhukumat aldhakiati. majalat buhuth alaiqtisad wal'iidarati, 2 (2), 137-160.‎

- 'Abu Jalil, M. (2020). 'athar tatbiq mubadarat alhukumat aldhakiat lidawlat al'iimarat alearabiat almutahidat ealaa saeadat almustakhdimina: jawdat alkhidmat mtghyran wsytan. almajalat alduwliat lilaiqtisad wal'aemal, 9 (1), 112‎.

  1. Ming, L.C., et al., Mobile health apps on COVID-19 launched in the early days of the pandemic: content analysis and review. 2020. 8(9): p. e19796.
  2. Wang, C. and T.S.J.I.J.o.I.M. Teo, Online service quality and perceived value in mobile government success: An empirical study of mobile police in China. 2020. 52: p. 102076.
  3. Schedler, K., A.A. Guenduez, and R.J.I.P. Frischknecht, How smart can government be? Exploring barriers to the adoption of smart government. 2019. 24(1): p. 3-20.
  4. Schedler, K., A.A. Guenduez, and R. Frischknecht, How smart can government be? Discussing the barriers of smart government adoption. 2017.
  5. Rana, N.P., et al., Barriers to the development of smart cities in Indian context. 2019. 21: p. 503-525.
  6. Sharma, M., et al., Internet of Things (IoT) adoption barriers of smart cities’ waste management: An Indian context. 2020. 270: p. 122047.
  7. Li, H.J.J.o.G.I.M., An empirical research on the construction of a government website public satisfaction index model in China. 2021. 29(5): p. 112-137.
  8. Devine, D., Gaskell, J., Jennings, W., & Stoker, G. (2021). Trust and the coronavirus pandemic: What are the consequences of and for trust? An early review of the literature. Political Studies Review, 19(2), 274-285.
  9. Liu, J., Y. Shahab, and H.J.B.J.o.M. Hoque, Government response measures and public trust during the COVID‐19 pandemic: Evidence from around the world. 2022. 33(2): p. 571-602.
  10. Gozgor, G.J.A.r.i.q.o.l., Global evidence on the determinants of public trust in governments during the COVID-19. 2022. 17(2): p. 559-578.
  11. Beshi, T.D. and R.J.P.O.R. Kaur, Public trust in local government: Explaining the role of good governance practices. 2020. 20: p. 337-350.
  12. Schmidthuber, L., A. Ingrams, and D.J.P.A.R. Hilgers, Government openness and public trust: The mediating role of democratic capacity. 2021. 81(1): p. 91-109.
  13. Kumar, P., A.K. Mokha, and S.C.J.B.A.I.J. Pattnaik, Electronic customer relationship management (E-CRM), customer experience and customer satisfaction: evidence from the banking industry. 2022. 29(2): p. 551-572.
  14. Sabani, A.J.J.o.S., Investigating the influence of transparency on the adoption of e-Government in Indonesia. Technology Policy Management, 2021. 12(2): p. 236-255.
  15. Khaola, P. and P.J.M.R.R. Rambe, The effects of transformational leadership on organisational citizenship behaviour: the role of organisational justice and affective commitment. 2021. 44(3): p. 381-398.
  16. Alkraiji, A.I., An examination of citizen satisfaction with mandatory e-government services: comparison of two information systems success models. Transforming Government: People, Process, 2021. 15(1): p. 36-58.

- ’usead, A. (2023). alrida alwazifiu wa'atharuh fi tahqiq jawdat alkhadamat alsihiyat fi almustashfayat alhukumia "dirasat maydaniat hayyat mustashfaa althawrat aleamu-taeza". majalat jamieat Alsaeid lileulum al'iinsaniat waltatbiqiati, 6 (4), 1-28.‎

- Salihi, A. (2022). waqie jawdat alkhadamat almuqddamt min muasasat almuasafat walmaqayis alfilastiniat wadawriha fi taeziz alrida fi qitae alsinaeat alfilastiniati, risalat dukturatin, jamieat Alquds, Filastin.

  1. Upadhyai, R., et al., A review of healthcare service quality dimensions and their measurement. 2019. 21(1): p. 102-127.
  2. Yildirim, K.E., A. Yildirim, and S.J.B. Ozcan, Integrated usage of the SERVQUAL and quality function deployment techniques in the assessment of public service quality: the case of Ardahan Municipality. Economics Research Journal, 2019. 10(4): p. 885-901.
  3. Al Ahbabi, S.A., et al., Employee perception of impact of knowledge management processes on public sector performance. 2019. 23(2): p. 351-373.
  4. AlOmari, F.J.M.B.E., Measuring gaps in healthcare quality using SERVQUAL model: Challenges and opportunities in developing countries. 2021. 25(4): p. 407-420.
  5. Mohammadi-Sardo, M.R. and S.J.A.j.o.e.m. Salehi, Emergency department patient satisfaction assessment using modified servqual model; a cross-sectional study. 2019. 3(1).
  6. Valenzo-Jiménez, M.A., D.A. Lázaro-López, and J.A.J.D. Martínez-Arroyo, Application of the SERVQUAL model to evaluate the quality in the transportation service in Morelia, Mexico. 2019. 86(211): p. 64-74.
  7. Gazar, M.M., Evaluating the E-Quality of Zakat Institutions Websites: Evidence From MENA Countries, in Impact of Zakat on Sustainable Economic Development. 2021, IGI Global. p. 54-66.
  8. Benito, E. and T.J.Q.i.H.E. Verge, Gendering higher education quality assurance: a matter of (e) quality. 2020. 26(3): p. 355-370.
  9. Ahmed, T., C. Karmaker, and S.J.I.J.f.Q.R. Rahman, Model of interrelation among E-service quality factors: Case study in online business of Bangladesh. 2020. 14(3): p. 765.
  10. Lourenço, R.P., A Framework for Public eServices Transparency. International Journal of Electronic Government Research, 2023. 19(1): p. 1-19.
  11. Demir, A., et al., The role of E-service quality in shaping online meeting platforms: a case study from higher education sector. 2021. 13(5): p. 1436-1463.
  12. Abbasi-Moghaddam, M.A., et al., Evaluation of service quality from patients’ viewpoint. 2019. 19(1): p. 1-7.
  13. Alshammari, T., C. Messom, and Y.J.I.T.f.D. Cheung, M-government continuance intentions: an instrument development and validation. 2022. 28(1): p. 189-209.
  14. Barusman, A.R.P.J.I.J.O.S.C.M., The effect of security, service quality, operations and information management, reliability &trustworthiness on e-loyalty moderated by customer satisfaction on the online shopping website. 2019. 8(6): p. 586-594.
  15. Adam, M., M. Wessel, and A.J.E.M. Benlian, AI-based chatbots in customer service and their effects on user compliance. 2021. 31(2): p. 427-445.
  16. Hariguna, T. and A.J.S. Ruangkanjanases, Public behavior as an output of e-government service: the role of new technology integrated in e-government and antecedent of relationship quality. 2021. 13(13): p. 7464.
  17. Csontos, B. and I.J.U.A.i.t.I.S. Heckl, Accessibility, usability, and security evaluation of Hungarian government websites. 2021. 20: p. 139-156.
  18. Chaturvedi, A., S. Kalyani, and G.J.J.o.C.R. Jain, Reliability and effectiveness of Indian covid-19 mobile apps. 2020. 7(14).
  19. Taleb, I., et al., Big data quality framework: a holistic approach to continuous quality management. 2021. 8(1): p. 1-41.
  20. Eid, R., H. Selim, and Y. El-Kassrawy, Understanding citizen intention to use m-government services: An empirical study in the UAE. Transforming Government: People, Process policy, 2021. 15(4): p. 463-482.
  21. Ahmad, S.Z. and K. Khalid, The adoption of M-government services from the user’s perspectives: Empirical evidence from the United Arab Emirates. %J International Journal of Information Management2017. 37(5): p. 367-379.
  22. Abu-Shanab, E. and S.J.E.G. Haider, an International Journal, Major factors influencing the adoption of m-government in Jordan. 2015. 11(4): p. 223-240.
  23. Abaza, M. and F.J.I.J.o.C.S.I. Saif, The adoption of mobile government services in developing countries. 2015. 12(1): p. 137.
  24. Almaiah, M., et al., Mobile government adoption model based on combining GAM and UTAUT to explain factors according to adoption of mobile government services. 2020.
  25. Liu, Y., et al., An empirical investigation of mobile government adoption in rural China: A case study in Zhejiang province. 2014. 31(3): p. 432-442.
  26. Chaouali, W., et al., Design aesthetics as drivers of value in mobile banking: does customer happiness matter? 2020. 38(1): p. 219-241.
  27. Murray, J., J. Elms, and M. Curran, Examining empathy and responsiveness in a high-service context. International Journal of Retail Distribution Management, 2019. 47(12): p. 1364-1378.
  28. Alfadda, H.A. and H.S.J.J.o.P.R. Mahdi, Measuring students’ use of zoom application in language course based on the technology acceptance model (TAM). 2021. 50(4): p. 883-900.
  29. Hu, J., et al., Financial self-efficacy and general life satisfaction: the sequential mediating role of high standards tendency and investment satisfaction. 2021. 12: p. 545508.
  30. Jones, B.A., et al., The Gender Congruence and Life Satisfaction Scale (GCLS): Development and validation of a scale to measure outcomes from transgender health services. 2019. 20(1): p. 63-80.
  31. Talantis, S., Y.H. Shin, and K. Severt. Conference mobile application: Participant acceptance and the correlation with overall event satisfaction utilizing the technology acceptance model (TAM). in Journal of Convention & Event Tourism. 2020. Taylor & Francis.
  32. Agusta, H.L.J.A.J.I.N., ANALISIS LOYALITAS PELANGGAN PT. NAIKILAH PERUSAHAAN MINANG. 2023. 5(1): p. 21-29.
  33. Zhang, Y., et al., Are Chinese Citizens Satisfied with Lockdown Performance during the COVID-19 Outbreak Period? A Survey from Wuhan, Shulan, and Nanjing. 2023: p. 1-23.
  34. Lanin, D. and N.J.I.J.o.S.E. Hermanto, The effect of service quality toward public satisfaction and public trust on local government in Indonesia. 2019. 46(3): p. 377-392.