Understanding the Role of Service Quality of Government APPs in Continuance Intention
An Expectation-Confirmation Perspective
Bibliographic Data
| ID | 3234732 |
|---|---|
| Authors | Zijun Mao (0000-0002-5363-7617, Huazhong University of Science and Technology), Qi Zou (0000-0003-0208-2874, Huazhong University of Science and Technology, corresponding author), Tingting Bu (Huazhong University of Science and Technology), Ying Dong (0000-0002-7797-2727, Huazhong University of Science and Technology), Rongxiao Yan (0009-0002-4546-731X, Huazhong University of Science and Technology) |
| Year | 2023 |
| Volume | 13 |
| Issue | 4 |
| Publication date | 2023-10-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | SAGE Open (JOURNAL) |
| Journal identifiers | ISSN: 2158-2440 • E-ISSN: 2158-2440 |
| Publisher | SAGE Publications Inc (PUBLISHER) |
| DOI | 10.1177/21582440231201218 |
| OpenAlex | W4387335608 |
| Language | EN |
| Citations received | 4 |
| References cited | 60 |
Given the huge investment made in developing government applications (APPs), it is essential for them to achieve the levels of performance needed to ensure service quality and meet public needs. Although public loyalty is crucial to the success of government APPs, few studies have analyzed the characteristics of service quality or the continuous use of government APPs and their associations. The present study has developed a theoretical model to show how government APPs service quality promotes continuance intention. A questionnaire survey of 388 government APP-users in China and a structural equation model have been used to verify this theoretical model. The empirical results show that overall service quality has an indirect positive impact on government APPs users' continuance intention through expectation confirmation, perceived usefulness, and user satisfaction. This study enriches our understanding of service quality and government APPs continuance intention, while also exploring government APPs development, design, and promotion
Business · Continuance · Loyalty · Political science · Public relations · Service quality · Structural equation modeling · Computer Science · Customer Service Quality and Loyalty · E-Government and Public Services · Psychology · Social Psychology · Technology Adoption and User Behaviour · Marketing
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| Unique citing works | 4 |
|---|---|
| Citations per year | 4 |
| Citation span | 2025 - 2026 (2) |
| Citation velocity | current |
| Highly cited | No |
| Citation types | Neutral: 3 |