Design a Quality Model for Technical Aspects of Mobile Tourism Services in Kingdom of Saudi Arabia: A Case Study Approach
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Date
2025
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Amman Arab University
Abstract
The rapid digital transformation of public services, particularly in Saudi Arabia under the
Vision 2030 initiative, has led to the widespread adoption of Mobile Tourism Services
Applications (MTSAs). Ensuring the technical quality of these applications is critical for
improving user satisfaction and service delivery efficiency. This study proposes a
comprehensive Technical Quality Model tailored for MTSAs, integrating both technical
and user-centered dimensions. The model evaluates key factors such
as usability, performance, security, and user satisfaction, while also considering the
unique cultural, regulatory, and infrastructural context of Saudi Arabia. Using a mixedmethods
approach, the study combines quantitative data from 500 end-users and 50
developers with qualitative insights from interviews and document reviews. Statistical
analyses reveal that security (mean = 4.5, SD = 0.7) is the strongest predictor of user
satisfaction, with a Pearson correlation of 0.75. Regression analysis shows
that security (β = 0.52, p < 0.001) explain 65% of the variance in user satisfaction (R² =
0.65). Additionally, gender significantly moderates satisfaction (t = 2.34, p = 0.02) and
experience (t = 3.45, p = 0.001), with males reporting higher satisfaction than females as
well as highly experienced. Based on these findings, the study recommends
prioritizing usability improvements, enhancing security features, and addressing genderspecific
design needs to boost user satisfaction. Future work should explore the
integration of emerging technologies such as AI and blockchain to further enhance the
technical quality of MTSAs and validate the proposed model in other regions with similar
public service requirements.
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Keywords
Mobile tourism services applications (MTSAs), technical quality model, user satisfaction, Saudi Arabia vision 2030, digital transformation, mixed method approach