Online service quality and perceived value in mobile government success: An empirical study of mobile police in China Abstract   Measuring the success of mobile government (mgovernment) is a significant challenge faced by the public sector today, as governments are increasingly using mobile technology to provide public services to citizens and mgovernment endeavors have often fallen short of their potential. To address this gap, we draw on DeLone and McLeanxe2x80x99s (2003) updated information systems (IS) success model in order to develop an mgovernment success model that theorizes service quality as comprising online and offline service quality and further uses perceived value to measure net benefits. The results of a survey of 286 mgovernment users in China indicate that information quality and online service quality, but not system quality, are positively associated with citizen satisfaction, 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 qualityonline 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 mgovernment system success.

Perceived Value and Continuance Intention in Mobile Government Service in China Abstract   Drawing on the valuebased adoption model (VAM), a research model of mobile government (mgovernment) continuance usage behavior is developed. Data collected from a survey of 246 users of an mgovernment application in China are used to test the research hypotheses. Our results indicate that mobility, localizability, and personalization are positively associated with perceived value, which in turn, is positively associated with continuance intention. Our results show that perceived value partially mediates the relationships between mobility, personalization, and localizability (but not security) with continuance intention. Further, compatibility positively moderates the relationship between perceived value and mobility, localizability, and security (but not personalization), and between perceived value and continuance intention. Our results suggest that there is a tradeoff between personalization and security (analogous to personalizationxe2x80x93privacy paradox where users are torn between their desire for personalization and their instinct to protect their privacy). Implications for research and practice are discussed.