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Public service reformation: Relationship building by mobile technology

Author

Listed:
  • Shareef, Mahmud A.
  • Raman, Ramakrishnan
  • Baabdullah, Abdullah M.
  • Mahmud, Rafeed
  • Ahmed, Jashim Uddin
  • Kabir, Humayun
  • Kumar, Vinod
  • Kumar, Uma
  • Akram, M. Shakaib
  • Kabir, Ahmedul
  • Mukerji, Bhasker

Abstract

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.

Suggested Citation

  • Shareef, Mahmud A. & Raman, Ramakrishnan & Baabdullah, Abdullah M. & Mahmud, Rafeed & Ahmed, Jashim Uddin & Kabir, Humayun & Kumar, Vinod & Kumar, Uma & Akram, M. Shakaib & Kabir, Ahmedul & Mukerji, B, 2019. "Public service reformation: Relationship building by mobile technology," International Journal of Information Management, Elsevier, vol. 49(C), pages 217-227.
    • Handle: RePEc:eee:ininma:v:49:y:2019:i:c:p:217-227
    DOI: 10.1016/j.ijinfomgt.2019.03.007
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    Cited by:

    1. Dwivedi, Yogesh K & Shareef, Mahmud A & Akram, Muhammad S & Bhatti, Zeeshan A & Rana, Nripendra P, 2022. "Examining the effects of enterprise social media on operational and social performance during environmental disruption," Technological Forecasting and Social Change, Elsevier, vol. 175(C).
    2. Hui Shan Lom & Ai Chin Thoo & Weng Marc Lim & Kian Yeik Koay, 2024. "Advertising value and privacy concerns in mobile advertising: the case of SMS advertising in banking," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 29(3), pages 1135-1153, September.

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