Avaliação do sucesso do governo móvel (m-gov) na perspectiva dos cidadãos

Abstract

Governments around the world are using digital technologies as an innovative fashion to transform the way they transmit information, decision-making and the provision of services to citizens, as well as to solve challenges inherent to public policies interest. This thesis aimed to propose a model to evaluate the success of m-government initiatives from the view of citizens, of the individual's perception of the value of government services provided to citizens, regarding the value of government services provided through on that médium. The research is quantitative, with an explanatory character, and used the survey method. This results indicate that the literature researched focuses mostly on measuring public value of both e-gov as m-gov from the perspective of public organizations, those who offer the services and not according to the citizen´s perspective. The study also found that the value perceived impacts significantly on satisfaction with m-gov systems; there is a strong moderation of the construct facilitating conditions over the relationship between the value perceived and citizen´s satisfaction with m-gov and also the citizen´s satisfaction with the m-gov systems leads to continued use of these systems.