Impact of Mobile Government Service Quality on Citizens’ Usage Intention: An Empirical Study Based on SERVQUAL Model

With the rapid advancement of digital transformation in public administration, mobile government (m-government) services have emerged as a critical channel for citizen-government interaction. This study investigates the impact of mobile government service quality on citizens’ usage intention using the SERVQUAL model framework. Drawing on data collected from 304 respondents across various demographic segments, this research employs structural equation modeling to examine the relationships between five service quality dimensions—tangibles, reliability, responsiveness, assurance, and empathy—and citizens’ behavioral intentions toward m-government services. The findings reveal that service quality dimensions significantly influence citizens’ usage intention, with responsiveness and reliability emerging as the most critical factors. The study contributes to the growing body of literature on digital government service quality assessment and provides practical insights for policymakers and technology administrators seeking to enhance citizen engagement with mobile government platforms. The research demonstrates that citizens’ satisfaction with mobile government services is predominantly driven by system reliability and responsive service delivery, while traditional tangible factors show relatively weaker influence in the digital context. These findings have important implications for the design and implementation of citizen-centric mobile government initiatives.