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.

Consumer attitudes, Distribution channel, Public administration reformation, Public service, Service design, Short messaging service (SMS)
International Journal of Information Management
Sprott School of Business

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