m-Government experience: a qualitative study in India

Abstract

PurposeThe 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/approachThe 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.FindingsThe 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/implicationsThe 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 implicationsm-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/valueThis 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 reviewThe peer review history for this article is available at: https://publons.com/publon/10.1108/OIR-10-2020-0482