How to satisfy citizens? Using mobile government to reengineer fair government processes

This paper examines how mobile and wireless technology (MWT) characteristics affect user satisfaction in the mGovernment field to which mGovernment literature thus far has paid little attention. Specifically, we identify seven MWT functions of mGovernment and explore the underlying process through which the seven MWT functions affect user satisfaction. By integrating the task-technology fit perspective and theory of procedural fairness, we develop a research model to demonstrate that the seven MWT functions of mGovernment reshape three characteristics of fair decision procedures and increase the procedural fairness of governmental services, which, in turn, improve user satisfaction. A total of 449 experienced users in China responded to a survey. The results indicate that 1) two time-critical functions of mGovernment improve transparency, 2) a location-sensitive function and a mobile multimedia function promote information accuracy and 3) three personal control functions increase voice opportunity. Further, the three fair procedural characteristics (i.e., transparency, information accuracy and voice) increase procedural fairness of governmental services, which, in turn, increases user satisfaction. This study results in a theoretical contribution to e/mGovernment and mobile service literature by explaining "which" and "how" MWT functions affect user satisfaction. Moreover, it applies and complements theory of procedural fairness in the context of mGovernment. This study also suggests guidelines for government agencies and system developers on selecting a suitable portfolio of MWT functions to fit government's various task needs and to improve user satisfaction.