Feedback for Excellence: Improving mGovernment Services Through User Insights

User feedback is an approach for users to review the service process and plays a critical role in reviewing service approaches. One of these is Mobile Government (eGovernment) services, which aim to facilitate government services for public use. As mobile government (mGovernment) services gain prominence in public service delivery, understanding user insights and feedback is paramount for ensuring service excellence. Using a Systematic Literature Review (SLR), the authors gathered and analyzed qualitative studies that explored user perspectives, experiences, and expectations related to the role of users' feedback on online services. This review highlights critical areas for service improvement, including user interface design, accessibility, responsiveness, and information accuracy. By synthesizing and integrating user insights, this study recommends optimizing mGovernment services and creating more user-centric platforms. The findings contribute to the existing body of knowledge on mGovernment service quality and offer practical implications for policymakers and service providers. By prioritizing user feedback and incorporating it into service design and development, mGovernment platforms can be tailored to meet users’ needs, ultimately enhancing their overall experience and engagement with public services.