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Shareef, M.A. (Mahmud A.), Raman, R. (Ramakrishnan), Baabdullah, A.M. (Abdullah M.), Mahmud, R. (Rafeed), Ahmed, J.U. (Jashim Uddin), Kabir, H. (Humayun), V. Kumar (Vinod D.), Kumar, U. (Uma), Akram, M.S. (M. Shakaib), Kabir, A. (Ahmedul), et al. Mukerji, B. (Bhasker)

2019-12-01

Public service reformation: Relationship building by mobile technology

Publication

Publication

International Journal of Information Management , Volume 49 p. 217- 227

Extensive implementation of information and communication technology (ICT)in public administration has created the capacity to reengineer public service systems to develop a new service delivery channel using the continuous interactivity of the mobile phone's short messaging service (SMS). An empirical study was conducted among general citizens in Bangladesh, who are the actual users of public service. The study revealed that the critical factors which contribute to the development of attitude toward public administration for service delivery through mobile phone SMS are: time and location, relevance, and reliability.

Additional Metadata
Keywords Consumer attitudes, Distribution channel, Public administration reformation, Public service, Service design, Short messaging service (SMS)
Persistent URL doi.org/10.1016/j.ijinfomgt.2019.03.007
Journal International Journal of Information Management
Organisation Sprott School of Business
Citation
Shareef, M.A. (Mahmud A.), Raman, R. (Ramakrishnan), Baabdullah, A.M. (Abdullah M.), Mahmud, R. (Rafeed), Ahmed, J.U. (Jashim Uddin), Kabir, H. (Humayun), … Mukerji, B. (Bhasker). (2019). Public service reformation: Relationship building by mobile technology. International Journal of Information Management, 49, 217–227. doi:10.1016/j.ijinfomgt.2019.03.007


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