End-User Satisfaction Through Mobile Governance: A Case Study in Hyderabad, Telangana State

Published date01 September 2022
Date01 September 2022
Subject MatterArticles
End-User Satisfaction
Through Mobile
Governance: A Case
Study in Hyderabad,
Telangana State
B. Amarender Reddy1 and Sathya Sai Laxmi P1
In terms of technology, the Government of Telangana has made an effort to
rebuild mobile-based services for its citizens with the goal of providing functional
services 24 hours a day, 7 days a week at the press of a button. This study,
therefore, examines the elements that influence mobile governance in the
context of end-user’s satisfaction. Such assessments are needed for better
government–citizen interactions. Furthermore, the major findings suggest that
the functional status, privacy concerns, informational quality, grievance redressal
and customer’s satisfaction are all linked to the quality of the m-governance
services delivery mechanism in Hyderabad. This study contributes to a better
understanding of service quality components in order to boost end-user
acceptance of mobile services in practice.
Mobile governance, privacy, service delivery mechanism, end-user’s satisfaction,
mobile apps
The primary aim of any government is to provide useful, timely, transparent
services according to the expected demand of its citizens by means of efficiency
and effectiveness, where the government administrative system intends to shift its
functional style from manual to technological through an ICT (Information and
1 Department of Public Administration, Osmania University, Hyderabad, Telangana, India.
Corresponding author:
B. Amarender Reddy, Board of Studies, Department of Public Administration, Osmania University,
Hyderabad, Telangana 500007, India.
E-mail: amarender1963@gmail.com
Indian Journal of Public
68(3) 457–472, 2022
© 2022 IIPA
Reprints and permissions:
DOI: 10.1177/00195561221108569
458 Indian Journal of Public Administration 68(3)
Communications Technology) interface that can reach all sections of the
population (even in inaccessible areas) at low cost, by deepening its roots of the
delivery mechanism, while the primary goal of the government was to create a
one-stop ecosystem for various electronic services in order to promote the
institutional framework and build the capacity to redesign the governance process
from e-services to m-services at the click of a button. The wireless characteristic
of m-governance refers to the method of transmitting information between a
computing device and data source without a physical connection, by creating
a 24×7 service delivery platform a reality of administrative success by making
the government service available anytime, anywhere through citizen and
government interface mechanisms. It is observed that mobile internet technology
is upgraded from 3G to 4G to process more information faster in the adaptive
phase. As a result, all websites are made compatible with mobile devices to allow
for quick access and provide a common pool of resources to meet the growing
demands of end customers.
A Transformative Phase from Governance to
The underlying foundations of administration can be followed back to the
antiquated civilisation, where the need for orderly organisation emerges with
the proper distribution of responsibilities to return things to normal with the
concern of government support objectives. In simple terms, administration is
what government does in practice, hence the process of decision-making and
implementing those decisions depends on the involvement of formal and informal
agencies which carry out the interaction in a dynamic process. In the context of
democratic governance, the choice of the citizens and protection of their rights
affects the decision-making aspect of government as it holds the responsiveness
and accountability towards making the social and economic policies to fulfil the
needs of its citizens by encouraging it to fall into the development of citizen-
centric administration to lead towards good governance and realise popular
aspirations based on a sense of dynamism and realism. From a diverse perspective,
good governance has always been an instrument that applies to exercise the power
in various institutional contexts, to regulate activities of public interest with
the aim of providing its citizens’ ‘SMART’ governance and fostering human
development by creating a civil society based on citizen’s satisfactions.
As we step into the digital era, the government is expected to change their
process and outlook to regulate citizen-centric administration which demands an
interactive administrative system with a rapid delivery process by taking choices
prudently, expanding its transparency and accountability which uphold its
responsibility in order to reach its span both demographically and geographically
through ICT. Hence, by adding ICT to good governance, the mechanism to reach
out for e-governance at all levels of governmental functionalities in the most
efcient way has been aimed at. E-governance depends on four intuitive stages—
G2G, G2C, G2B and G2E—in order to improve citizen-government interaction.

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