Proposed a model to evaluate mGovernment service quality from the perspective of Perceived Ease of Use (PEU)

Mobile government is improving to provide the best services to the public using handled smart devices. To ensure the best service quality, the present study aims to propose a model to evaluate the service quality of mobile government from the perspective of Perceived Ease of Use (PEU). The model is discussed and analyzed based on the service category of Government To Citizen (G2C). Using the systematic literature review, the study conducted a theoretical analysis of PEU and proposed the quality attributes that were extracted from the Decomposed Theory of Planned Behavior (DTPB), E-S-QUAL, and other relevant theories in the field of online service quality. The proposed model of PEU is classified into three quality dimensions psychological, technical, and structural. Each of the three dimensions was discussed with relevant quality attributes. Recommendations to conduct further studies on other relevant quality dimensions of mGovernment services.