SAUDI ACCEPTANCE OF DIGITAL COMMUNICATION AND SATISFACTION WITH MOBILE GOVERNMENT SERVICES (M-GOVERNMENT)

Abstract

Governments throughout the world are using developments in mobile technology to enhance electronic governance (e-government) by digitally providing government information and services. This is often known as mobile government (M-government), which caters to the needs of individuals, corporations, and governmental institutions. The main objective of this dissertation is to examine the integration of mobile government services into the government's digital communication revolution. It specifically aims to investigate the level of satisfaction and acceptance among Saudi citizens regarding the mobile applications developed by the government. The dissertation delves into their perspectives and assessments of the digital communication channels offered by the Saudi government. In addition, the researcher employed the Diffusion of Innovation Theory (DOI) as a theoretical framework to comprehend the determinants that impact the satisfaction and acceptance of Saudi residents towards the government's mobile applications. This dissertation utilized a quantitative methodology by conducting an online survey that specifically targeted Saudi citizens aged 18 and above who have utilized government mobile applications. The sample size was three hundred eighty-eight people (N = 388). The analysis reveals a significant positive relationship between the use of government mobile applications and citizens' acceptance and satisfaction. The researcher attributed the high levels of acceptance to the applications' reliability, inclusivity, and innovation. The usability, responsiveness, and overall performance of the applications are closely linked to satisfaction. Statistical analysis supports the hypothesis that government mobile applications positively influence both acceptance and satisfaction. This dissertation aims to contribute to the comprehension of the efficacy and influence of m-government services in Saudi Arabia. It offers practical suggestions for improving digital communication strategies and the delivery of public services.