M-government acceptance framework for the ministry of housing and urban planning in Oman
<p>Since the turn of the 21st century, service providers such as government departments</p><p>have transformed their services from e-government to m-government for widespread</p><p>customer reach. The lack of an application for th...
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| Main Author: | |
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| Format: | thesis |
| Language: | eng |
| Published: |
2022
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| Subjects: | |
| Online Access: | https://ir.upsi.edu.my/detailsg.php?det=9825 |
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| Summary: | <p>Since the turn of the 21st century, service providers such as government departments</p><p>have transformed their services from e-government to m-government for widespread</p><p>customer reach. The lack of an application for the Ministry of Housing and Urban</p><p>Planning to render its services to citizens and the several issues that obstruct the</p><p>implementation of the system, especially in rural areas, necessitate this study.</p><p>Therefore, the researcher proposes a novel framework based on the Fuzzy Delphi</p><p>Model (FDM) to provide digital literacy and services. This framework considered the</p><p>variables extracted from previous studies. Furthermore, a survey was conducted on 20</p><p>experts to determine the accepted variables. Other than that, the conceptual framework</p><p>is developed from the accepted results using 11 different variables based on the</p><p>Technology Acceptance Model (TAM). Consequently, a survey was formulated and</p><p>conducted on 428 relevant citizens to collect the data and evaluate 13 hypotheses using</p><p>partial least squares structural equation modelling (PLS-SEM). In the results, all the</p><p>tested hypotheses were supported. After that, an application was developed by</p><p>considering Nielsen's design principles of human-computer interaction, Shneiderman's</p><p>eight golden rules, and Culturally Appropriate Design Guidelines (CADG). In addition,</p><p>15 experts tested the application, and their answers were analyzed using Fuzzy Delphi.</p><p>A heuristic evaluation was conducted on 249 participants to evaluate the usability of</p><p>the developed application, showing that the developed application's design is suitable</p><p>for the local culture of Oman. Apart from that, the study implications include three</p><p>aspects: theoretical, methodological, and practical implications. For theoretical</p><p>implication, using culture and social influence variables is expected to fill the gap</p><p>within the extant literature, particularly using TAM. For methodological implication,</p><p>the study has demonstrated that the qualitative approach of thematic analysis, the</p><p>quantitative SmartPLS, and the Fuzzy Delphi methods can all be combined in a single</p><p>study. Although the Oman Ministry of Housing and Urban Planning now lacks an</p><p>application for delivering its services to citizens, by adopting the application suggested</p><p>herein or some local cultural design elements of the findings of the study. Additionally,</p><p>it can contribute to helping to deliver better services to its citizens. They can also serve</p><p>as a resource for many government entities and ministries.</p> |
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