Design a Quality Model for Technical Aspects of Mobile Tourism Services in Kingdom of Saudi Arabia: A Case Study Approach

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.