{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,8,24]],"date-time":"2025-08-24T23:06:46Z","timestamp":1756076806590,"version":"3.41.2"},"reference-count":49,"publisher":"Emerald","issue":"1","license":[{"start":{"date-parts":[[2019,3,11]],"date-time":"2019-03-11T00:00:00Z","timestamp":1552262400000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["JSIT"],"published-print":{"date-parts":[[2019,3,11]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title><jats:p>The purpose of the study is to provide a concrete, integrated plan to improve the service quality of mobile government (m-government) services from the customer perspective in the Gulf Cooperation Council.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title><jats:p>A quantitative approach was used to analyze a case study of the UAE Ministry of Interior (MOI) mobile application and a competitor: the MOI application of the Kingdom of Saudi Arabia. Data were collected using a focus group.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Findings<\/jats:title><jats:p>Results show that the technical requirement \u201creal time\u201d has the highest priority for deployment and \u201ctangible service\u201d has the lowest priority.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Research limitations\/implications<\/jats:title><jats:p>Findings are limited to m-government services. Further studies could explore other government services such as traditional face-to-face services.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Practical implications<\/jats:title><jats:p>Results imply that if government decision-makers or software developers aim to understand customer requirements and improve their mobile services accordingly, the quality-function-deployment (QFD) approach is much more effective than traditional approaches in which decisions regarding services are prioritized based on the decision-makers or software developers\u2019 perspectives.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title><jats:p>Many previous studies have applied QFD for developing products based on customer needs. This, however, is one of the few studies to successfully apply the QFD matrix to m-government services.<\/jats:p><\/jats:sec>","DOI":"10.1108\/jsit-11-2017-0116","type":"journal-article","created":{"date-parts":[[2018,12,19]],"date-time":"2018-12-19T10:31:06Z","timestamp":1545215466000},"page":"146-164","source":"Crossref","is-referenced-by-count":7,"title":["Improving the quality of mobile government services in the Gulf Cooperation Council"],"prefix":"10.1108","volume":"21","author":[{"given":"Meiaad Rashid","family":"Alsaadi","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Syed Zamberi","family":"Ahmad","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Matloub","family":"Hussain","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"140","reference":[{"issue":"1","key":"key2020092414385940200_ref001","first-page":"137","article-title":"The adoption of mobile government services in developing countries","volume":"12","year":"2015","journal-title":"International Journal of Computer Science Issues"},{"issue":"4","key":"key2020092414385940200_ref002","first-page":"333","article-title":"The adoption of mobile government services in developing countries: the case of Egypt","volume":"2","year":"2012","journal-title":"International Journal of Information"},{"issue":"4","key":"key2020092414385940200_ref003","doi-asserted-by":"crossref","first-page":"223","DOI":"10.1504\/EG.2015.071394","article-title":"Major factors influencing the adoption of m-government in Jordan","volume":"11","year":"2015","journal-title":"Electronic Government, an International Journal"},{"issue":"5","key":"key2020092414385940200_ref004","doi-asserted-by":"crossref","first-page":"367","DOI":"10.1016\/j.ijinfomgt.2017.03.008","article-title":"The adoption of m-government services from the user\u2019s perspectives: empirical evidence from the United Arab Emirates","volume":"37","year":"2017","journal-title":"International Journal of Information Management"},{"key":"key2020092414385940200_ref005","unstructured":"Albayan (2014), \u201cUAE tops regional internet users\u201d, available at: www.albayan.ae\/economy\/local-market\/2014-04-28-1.2110541 (accessed 4 July 2017)."},{"key":"key2020092414385940200_ref006","unstructured":"Al-Busaidi, H.A.S. 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