Purpose

The purpose of this study is to understand and interpret the fundamental meanings attached to consumer behavior through m-Government (m-Gov) experience and to derive insights. The study explores the extent to which the emergence of m-Gov is able to change citizens established behavior of accessing government services primarily focusing on experience as an important driver.

Design/methodology/approach

The study used qualitative methods, and data were collected using semi-structured interviews of m-Gov users. Participants were identified through purposive sampling. Themes are identified from the collected data using thematic analysis.

Findings

The study reveals that m-Gov experience is highly satisfying since it meets citizens' expectations. The findings highlight that in many aspects, m-Gov services provide improved experiences compared to the traditional government and conventional e-Government (e-Gov) services (accessing public services from computers and laptop). The study also reveals a few negative experiences with m-Gov services, like limitations in the use of mobile devices due to their small screen size and high memory consumption, etc.

Research limitations/implications

The qualitative method used in this study focuses clearly on unearthing depth and richness of understanding rather than the breadth of generalization. The sample size is apt for drawing reasonable conclusions. Scholars and information systems researchers may use some insights for future research.

Practical implications

m-Gov services in a developing economy like India is a new and emerging area for managers. The findings about the elements of m-Gov experience and how the experience influences citizens' acceptance decisions will benefit managers and policymakers in implementing m-Gov services or projects.

Originality/value

This study is one of the early attempts to explore the m-Gov experience. The research is important as experience affects users' attitude, a precursor to behavioral intention, which in turn, influences their behavior.

Peer review

The peer review history for this article is available at: https://publons.com/publon/10.1108/OIR-10-2020-0482

中文翻译：

---

移动政府经验：印度的定性研究

目的

本研究的目的是通过移动政府 (m-Gov) 体验来理解和解释消费者行为的基本含义，并获得洞察力。该研究探讨了移动政府的出现在多大程度上能够改变公民获得政府服务的既定行为，主要侧重于将经验作为重要驱动力。

设计/方法/方法

该研究使用定性方法，并通过对 m-Gov 用户的半结构化访谈收集数据。参与者是通过有目的的抽样确定的。使用主题分析从收集的数据中识别主题。

发现

研究表明，移动政府的体验非常令人满意，因为它符合公民的期望。研究结果强调，与传统政府和传统电子政务 (e-Gov) 服务（通过计算机和笔记本电脑访问公共服务）相比，移动政务服务在许多方面提供了更好的体验。该研究还揭示了移动政府服务的一些负面体验，例如由于移动设备的屏幕尺寸小和内存消耗高而限制使用移动设备等。

研究限制/影响

本研究中使用的定性方法显然侧重于挖掘理解的深度和丰富性，而不是概括的广度。样本量适合得出合理的结论。学者和信息系统研究人员可能会将一些见解用于未来的研究。

实际影响

在像印度这样的发展中经济体中，移动政府服务对于管理者来说是一个新兴的领域。关于移动政府体验要素以及体验如何影响公民接受决策的研究结果将有利于管理人员和政策制定者实施移动政府服务或项目。

原创性/价值

这项研究是探索移动政府体验的早期尝试之一。这项研究很重要，因为体验会影响用户的态度，这是行为意图的前兆，进而影响他们的行为。

同行评审

本文的同行评审历史可在以下网址获得：https://publons.com/publon/10.1108/OIR-10-2020-0482