Int
ern
at
i
onal
Journ
al of Ele
ctrical
an
d
Co
mput
er
En
gin
eeri
ng
(IJ
E
C
E)
Vo
l.
10
,
No.
4
,
A
ugus
t
2020
,
pp.
4279
~
42
95
IS
S
N: 20
88
-
8708
,
DOI: 10
.11
591/
ijece
.
v10
i
4
.
pp4279
-
429
5
4279
Journ
al h
om
e
page
:
http:
//
ij
ece.i
aesc
or
e.c
om/i
nd
ex
.ph
p/IJ
ECE
The eff
ect of
recove
ry sa
tisfacti
on
on c
i
tizens lo
yalty p
erception:
a case st
ud
y o
f
mobile
governm
ent servic
es
Ibra
him
A
lm
ar
as
hde
h
Depa
rtment
o
f M
ana
gement Inf
orm
at
ion
S
y
s
te
m
s,
Coll
ege of
Ap
pli
ed
Studie
s
an
d
Com
m
unity
Se
rvic
e
,
Im
am Abdulr
ahman
Bin
Faisa
l U
nive
rsit
y
,
Saud
i
Arabi
a
Art
ic
le
In
f
o
ABSTR
A
CT
Art
ic
le
history:
Re
cei
ved
Ma
r 25,
2018
Re
vised
Feb 1
5
,
2020
Accepte
d
Fe
b 26
,
2020
Us
e
of
m
obil
e
servic
es
is
an
i
nte
gra
l
par
t
of
today
’s
li
f
e.
Organi
z
at
ions
,
gover
nm
ent
agenci
es
as
well
a
s
servic
e
provide
rs
in
the
m
ark
et
emplo
y
m
obil
e
servic
es
or
appl
icati
on
in
rea
chi
ng
th
ei
r
c
it
izens
or
users
worldwide.
Notably
,
serv
ice
fai
lur
e
issues
m
ight
frustra
te
us
ers
in
using
m
obil
e
serv
ic
e
,
but
usually
,
ser
vic
e
provid
ers
would
emplo
y
t
he
strat
eg
y
of
r
ec
over
y
as
soluti
on.
R
ec
ov
er
y
strateg
y
aim
s
to
sus
ta
in
the
relati
onship
with
users
foll
owing
service
fai
lur
e.
Som
ehow,
the
fac
tors
t
hat
m
ight
impact
rec
ov
e
r
y
proc
ess
are
unc
le
ar
.
It
is
a
lso
uncl
e
ar
if
users
will
use
the
se
rvic
e
aga
i
n
foll
owing
th
e
co
m
ple
ti
on
of
rec
o
ver
y
proc
ess.
He
nce
,
in
thi
s
stud
y
,
a
surv
e
y
on
743
adu
lt
s
was
ca
rri
ed
ou
t,
and
the
d
ata
w
ere
ana
l
y
z
ed
usi
ng
SEM
to
det
ermine
th
e
fa
ct
ors
t
hat
impac
t
users’
rec
over
y
sat
isfac
t
ion
th
e
m
ost
and
the
impact
of
rec
over
y
sa
ti
sfa
ct
ion
on
c
it
i
zens
lo
y
a
lty
to
use
m
obil
e
gover
nm
ent
in
t
he
future.
The
f
i
nding
of
thi
s
stud
y
i
ll
ustra
te
d
th
at
exp
ec
t
o
f
self
-
eff
i
cac
y
,
all
factors
propo
sed
in
th
e
rese
arc
h
m
o
del
fou
nd
to
has
a
signifi
c
ant
i
m
pac
t
on
rec
o
ver
y
sa
ti
sfac
ti
o
n.
Am
ong
al
l
the
supported
h
y
poth
esis,
the
h
ighe
st i
m
pac
t
on
rec
over
y
sat
isfa
ct
ion
comes fro
m
per
ce
ive
d
trust
in
gover
nm
ent
as
th
e
in
it
i
al
pre
dictor
to
use
t
he
servi
ce.
Ke
yw
or
d
s
:
Ci
ti
zens lo
ya
lty
Perceive
d j
us
ti
ce
Perceive
d
tr
us
t
Pr
oc
ed
ur
al
just
ic
e
Re
cov
e
ry sati
sfacti
on
Copyright
©
202
0
Instit
ut
e
o
f Ad
vanc
ed
Engi
n
ee
r
ing
and
S
cienc
e
.
Al
l
rights re
serv
ed
.
Corres
pond
in
g
Aut
h
or
:
Ibrah
im
A
l
m
arashdeh
,
Dep
a
rtm
ent o
f M
anag
em
ent Inf
or
m
at
ion
Sys
tem
s,
Im
a
m
A
bd
ulra
hm
an
Bi
n
Fais
al
U
ni
ver
sit
y
,
Saudi A
ra
bia
.
Em
a
il
:
ibra
m
ars@g
m
ai
l.com
1.
INTROD
U
CTION
Mob
il
e
te
ch
nolog
y
re
pr
e
sent
s
a
sign
i
ficant
revoluti
on
in
wh
at
a
c
omm
erce
platfo
r
m
sh
ould
be.
As
dem
on
strat
ed
by
the
sta
ti
s
ti
cs,
M
-
inter
ne
t
(m
ob
il
e
internet)
is
now
m
or
e
po
pu
la
r
in
use
as
op
posed
to
PC
internet.
M
-
int
ern
et
,
a
s
re
port
ed
in
t
he
w
ork
of
C
he
n
et
al
l,
offe
rs
la
r
ger
platfo
rm
to
m
ob
il
e
governm
ent
as
oppose
d
to
that
of
fere
d
by
e
-
Gove
rn
m
ent
[
1
]
.
As
repor
te
d
by
In
te
r
natio
na
l
Tel
eco
m
m
un
ic
at
ion
U
nion
(
ITU),
there
we
re
7
bill
ion
m
ob
il
e
us
ers
i
n
2014,
am
ou
ntin
g
to
95%
of
th
e
global
popu
la
ti
on
,
this
nu
m
ber
is
increasin
g
[
2
]
.
Both
se
rv
i
ce
prov
i
der
s
a
nd
gove
rn
m
ents
seek
for
ce
rtai
n
ser
vices
with
the
capa
ci
ty
to
sat
isfy
the
dem
and
s
of
us
er
s
at
any
tim
e
and
place.
Als
o,
gl
ob
al
ly
,
organ
iz
at
io
ns
ar
e
seeking
to
i
m
pr
ov
e
the
ci
ti
zen’
s
li
fe
qu
al
it
y
throu
gh
th
e
integ
rati
on
of
in
form
a
ti
on
an
d
com
m
un
ic
at
io
ns
te
ch
no
l
og
ie
s
(I
CT
)
with
public
ser
vices
includi
ng
m
unic
ipal
infr
ast
ruct
ur
e
a
nd
publi
c
trans
port
[
3
]
.
The
use
of
m
ob
il
e
serv
ic
es
as
sist
s
in
the
im
pr
ove
m
ent
of
delive
ry
w
hile
lo
weri
ng
t
he
c
os
t
a
nd
at
th
e
sam
e
tim
e,
the
ch
a
nn
el
s
for
t
he
inte
racti
on
a
m
on
g
pe
ople
are
inc
rease
d.
So
m
eho
w
,
the
re
are
chall
e
nges
inclu
ding
la
ck
of
qual
ifie
d
pe
rsons
e
sp
ec
ia
ll
y
tho
se
t
hat
ha
ve
no
acce
ss
to
facil
it
ie
s
of
I
T
ow
i
ng
t
o
fi
na
ncial
diff
ic
ulti
es,
the
seni
or
s
,
as
well
as
th
e
issue
of trust
i
n
ce
rta
in cu
lt
ures.
So
m
eho
w
,
for
pro
vid
e
rs
of
m
ob
il
e
gove
rn
m
ent
ser
vice,
com
pr
e
he
ns
io
n
t
ow
a
rds
co
ntinued
po
st
-
ad
opti
on
us
e
of
m
ob
il
e
gove
rn
m
ent
is
the
pr
i
or
it
y
as
oppose
d
t
o
th
e
init
ia
l
adoption.
T
his
is
be
cause
,
as
sta
te
d
in
the
wo
r
k
of
Ch
oi
et
al
(2
011),
w
it
hin
the
con
te
xt
of
m
ob
il
e
serv
ic
e
in
du
st
ry,
the
cost
of
ob
t
ai
nin
g
Evaluation Warning : The document was created with Spire.PDF for Python.
IS
S
N
:
2088
-
8708
In
t J
Elec
&
C
om
p
En
g,
V
ol.
10
, No
.
4
,
A
ugus
t
2020
:
4279
-
4295
4280
new
us
er
s
is
m
uch
gr
eat
er
as
opposed
to
that
incurred
fr
om
m
ai
ntain
in
g
the
al
rea
dy
avail
able
ones
[
4
]
.
It
is
thu
s
cl
ear
that
con
ti
nued
po
st
-
a
doptio
n
us
age
of
us
e
r
is
of
gr
eat
im
portance
.
So
m
ehow,
li
tt
le
at
t
ention
has
bee
n
giv
e
n
to
the
dete
rm
inants
of
posta
do
ption
usa
ge
par
ti
cula
rly
within
t
he
con
te
xt
of
m
ob
il
e
gove
rn
m
ent
ar
ena
[
5
]
.
He
nce
,
by
e
xplori
ng
us
er
sat
isfact
io
n
to
ward
m
ob
i
le
gove
rn
m
ent,
this
stu
dy
bec
om
e
s
the
br
i
dge
to
the
existi
ng
ga
p.
T
his
is
beca
us
e
in
t
he
c
onte
xt
of
m
ob
il
e
gove
rn
m
ent
usa
ge,
us
er
sat
isf
act
io
n
has bee
n
f
ound
to be the
m
os
t essenti
al
d
et
er
m
inant of c
on
ti
nu
e
d p
os
t
-
a
dopt
ion
of u
se
r
[
1
,
6
]
.
Ser
vices
of
m
ob
il
e
go
vernm
ent
are
bein
g
e
nthusiast
ic
al
ly
dev
el
op
e
d
by
gove
rn
m
ents.
Nonetheles
s
,
as
ha
ve
bee
n
r
eported
by
sev
eral
resea
rc
hes
[
1
,
7
-
11
]
,
t
he
existi
ng
m
ob
il
e
go
vernm
ent
li
te
ratur
e
a
ppea
rs
to
be
m
or
e
con
ce
rned
with
iss
ue
s
relat
ed
to
f
irst
-
tim
e
ado
pt
ion
as
oppos
ed
to
t
ho
se
r
el
at
ing
to
c
onti
nu
e
d
po
st
-
ad
opti
on
us
a
ge,
creati
ng
ye
t
ano
t
her
gap.
He
nce,
the
subje
ct
of
recov
ery
sat
isfact
ion
with
m
ob
il
e
gove
rn
m
ent
serv
ic
es,
w
hich
i
s
a
decisi
ve
predict
or
of
post
-
ad
opti
on
us
a
ge
of
m
ob
il
e
governm
ent
serv
i
ces
[
6
]
beco
m
es the fo
cus of t
his st
udy, in
order t
hat
the g
a
p
c
ould
be b
rid
ged.
It
is
possi
ble
f
or
t
he
gove
rn
m
ent
to
m
ake
a
vaila
ble
m
a
ny
new
serv
ic
es
.
S
ome
how,
m
any
esearche
rs
[
12
,
13
]
ar
gu
e
d
t
ha
t
the
go
vernm
e
nt
sho
uld
first
know
the
pe
rs
pecti
ve
of
the
us
ers
.
T
hus,
i
n
orde
r
to
pro
vi
de
be
tt
e
r
m
ob
il
e
gove
rn
m
ent
ser
vices,
it
is
im
po
rtant
to
ha
ve
the
knowle
dge
a
bout
ho
w
to
m
eas
ur
e
it
.
Most
of
previ
ous
resea
rch
in
the
c
onte
xt
of
m
ob
il
e
govern
m
ent
fo
c
us
e
d
on
init
ia
l
ad
opti
on
with
le
ss
c
on
ce
r
n
about
post
ad
opti
on,
in
the
ot
her
hand,
no
st
ud
y
ha
s
b
ee
n
f
ound
to
m
easur
e
the
rec
ov
e
ry
sat
isfact
ion
a
m
on
g
m
ob
il
e
go
ve
r
nm
ent
us
er
s.
H
ence,
t
he
ai
m
of
t
his
stu
dy
i
s
to
in
vestigat
e
the
factors
t
hat
ef
fect
the
us
er
’s
sat
isfact
ion
duri
ng
ser
vice
recovery
a
nd
it
s
li
nk
age
to
us
e
r’
s
loya
lt
y
to
util
iz
e
m
ob
il
e
go
ve
r
nm
ents,
ta
kin
g
i
nto
acc
ount
the
fact
ors
that
play
the
cru
ci
al
r
ole
in
the
perspecti
ve
of
ci
ti
zens
.
Ther
e
f
or
e,
t
his
stud
y
wish
es
t
o
an
s
wer
t
he
f
ollowi
ng
qu
e
sti
on
:
wh
ic
h
fact
or
s
has
the
highest
i
m
pact
on
us
e
r’
s
sat
isfact
io
n
durin
g
s
e
r
v
i
c
e
r
e
c
o
v
e
r
y
?
T
o
w
h
i
c
h
e
x
t
e
n
t
r
e
c
o
v
e
r
y
s
a
t
i
s
f
a
c
t
i
o
n
i
n
f
l
u
e
n
c
e
t
h
e
u
s
e
r
s
l
o
y
a
l
t
y
t
o
u
s
e
m
o
b
i
l
e
g
o
v
e
r
nm
e
n
t
?
.
2.
THE
IM
P
ORT
AN
T
OF
M
AIN
T
AI
NING C
ITIZ
ENS
LOYA
LT
Y
The
e
sta
blish
m
ent
of
lo
ng
-
t
erm
relat
ion
sh
i
ps
with
t
he
al
r
eady
a
vaila
ble
ci
ti
zens
is
cr
uc
ia
l
for
m
any
reasons
.
I
n
oth
er
w
ords
,
th
e
present
ci
ti
zens
need
to
be
reta
ined
beca
us
e
it
is
a
lot
m
or
e
c
os
tl
y
to
gather
new
on
e
s
[
14
]
.
T
he
re
hav
e
bee
n
s
tud
ie
s
t
hat
m
eticulously
ex
plo
re
d
t
he
li
nka
ge
betwee
n
ci
t
iz
en
’
s
l
oyal
ty
and
it
s
antece
de
nts
[
15
-
17
]
.
Acc
ordi
ng
ly
,
t
he
antec
eden
ts
of
ci
ti
zen
’
s
l
oyal
ty
have
long
been
scr
utinised
by
sc
hola
rs
within
the
c
onte
xt
of
co
nv
entional
br
ic
k
-
an
d
-
m
or
ta
r
e
nv
i
ronm
ent.
N
onet
heless
,
consi
der
a
ble
a
m
ou
nt
of
w
orks
has
only
bee
n
co
nc
entrati
ng
on
t
he
m
ann
er
i
n
w
hich
t
he
pri
m
a
ry
dim
ension
s
of
e
-
ser
vice
qual
it
y,
i
m
par
t im
pact o
n t
he
l
oyal
ty
o
f
cit
iz
ens
via
the m
ediat
ion
role o
f
ci
ti
zens
-
per
cei
ved v
al
ue
.
As
m
entione
d
by
Y
an
g
a
nd
Pete
r
son
(2004
),
on
ly
ce
r
ta
in
at
tribu
te
s
of
ser
vice
qual
it
y
i
m
par
t
equ
i
valent
im
pacts
on
ci
ti
zen
s
-
pe
rceive
d
va
lue
an
d
l
oyal
ty
;
no
t
al
l
of
the
m
[
18
]
.
He
nce
,
fi
nd
i
ng
out
c
ertai
n
dim
ension
s
m
os
t
instru
m
ental
in
i
m
pr
ovin
g
ci
ti
zens
-
pe
rceived
value
a
nd
ci
ti
zen
’
s
loya
lt
y
a
m
on
gs
t
nu
m
ero
us
hypotheti
cal
ly
pr
edict
ive
at
trib
utes
of
ser
vice
qu
al
it
y
and
asce
rtai
ning
the
le
vel
of
their
li
nk
age
would
be
highly
be
ne
fici
al
.
Re
le
vant
ly
,
the
the
or
y
of
exit,
voic
e,
and
loya
lt
y
po
sit
ed
by
Hirsc
hm
an
(
1970)
pr
ov
i
des
the
il
lustrati
on
o
f
the
ty
pes
of
p
r
ospect
ive
be
hav
i
oural
res
ponse
s
w
hich
m
ay
be
dem
on
str
at
ed
by
ci
ti
zens
who
are
dissati
sfie
d.
Acc
ordin
gly,
Colga
te
an
d
Norr
is
(20
01)
reg
a
rd
voic
e
and
e
xit
as
act
ive
ne
gative
re
sp
onses
,
wh
il
e B
os
ho
ff
(19
97) views
loyal
ty
as a p
as
sive r
e
spo
ns
e
[
19
,
20
]
.
3.
RECOVE
RY
SA
TISF
A
CTI
ON A
ND SER
VIC
E
FAIL
U
RE
Sati
sfacti
on
is
only
pa
rtia
ll
y
dr
i
ving
ci
ti
zens
’
po
sit
ive
be
hav
i
our
t
ow
a
rd
a
se
rv
ic
e
prov
i
der
[
21
]
.
Accor
dingly
,
the
im
pact
i
mp
arte
d
by
se
r
vice
rec
ov
e
ry
app
ea
rs
to
be
m
or
e
sig
nif
ic
ant
on
t
he
ov
e
rall
sat
isfact
ion
as
opposed
to
a
ny
oth
e
r
ind
i
vi
du
al
facet
of
the
serv
ic
e
delivery
outc
om
e
.
W
it
hin
the
ge
ner
al
assessm
ent
of
serv
ic
e
e
xperie
nces,
previ
ou
s
researc
h
[
22
]
thu
s
m
entioned
the
im
po
rtanc
e
of
ser
vice
re
cov
e
ry
com
po
ne
nt.
H
ence,
the
fact
or
s
de
te
rm
ining
ser
vice
recovery
sat
isfact
ion
s
hould
th
us
be
underst
oo
d
[
23
]
.
As
i
n
dicat
ed
by
Etz
el
and
Sil
ver
m
an
in 1981
,
su
cces
s o
f
re
cov
e
ry
ef
f
or
ts would
inc
rease
the
sat
isfact
io
n
le
ve
l
of
t
he
dissati
s
fied
ci
ti
zens,
even
m
or
e
t
ha
n
these
ci
ti
zen
s
w
ou
l
d
ha
ve
been,
in
t
he
fi
rst
place
(
Etz
el
an
d
Sil
ver
m
an
in
1981
).
As
m
entioned,
at
tract
ing
f
res
h
ci
ti
zens
w
ould
incu
r
co
st
that
is
consi
derably
gr
eat
er
a
s
oppose
d
to
m
ai
ntaining
the
c
urren
t
on
es.
A
s
re
porte
d
by
Re
ic
hhel
d
a
nd
Sasse
r
i
n
1990
,
se
r
vice
orga
nizat
ions
co
uld
boos
t
thei
r
pro
fits
up
to
85%
thr
ough
the
de
crease
of
th
e
de
fecti
on
rate
of
the
ci
ti
zens
by
5%
[
24
]
.
W
it
h
this
unde
r
co
ns
ide
r
at
ion
,
the
est
a
blishm
ent
of
long
-
te
rm
relat
i
on
s
hi
ps
with
c
it
iz
ens
is
cru
ci
al
to
assur
e
s
uc
cess
in
busi
ness.
As
obse
r
ve
d
by
Gill
y
(1987),
c
it
iz
ens
that
fee
l
sat
isfie
d
with
the
way
their
com
plaints
are
ta
ken
care
of
will
feel
le
ss
dissati
sfied,
wh
il
e
re
purc
hase
prob
a
bili
ty
is
increa
sed
[
25
]
.
Ta
x
et
al
in
19
98
f
ur
t
her
add
e
d
that
effe
ct
ive
handlin
g
of
c
om
plain
ts
can
dram
at
ic
al
ly
aff
ect
th
e
rate
of
retenti
on
of
c
it
iz
ens
,
dr
a
w
a
way the
sp
rea
d o
f negat
ive wo
rd
-
of
-
m
ou
t
h,
a
nd inc
re
ase p
rofit
abili
ty
[
26
]
.
Evaluation Warning : The document was created with Spire.PDF for Python.
In
t J
Elec
&
C
om
p
En
g
IS
S
N: 20
88
-
8708
Th
e eff
ect
of re
covery s
atisf
ac
ti
on
on
ci
ti
zens
loya
lt
y
perce
pt
ion
:
a case
stu
d
y…
(
I
br
ahim
Almaras
hdeh
)
4281
Accor
ding
to
S
m
it
h
and
B
olto
n
in
1998
,
the
respo
ns
e
e
xh
i
bi
te
d
by
the
org
anizat
ion
t
ow
a
rd
s
ser
vice
fail
ur
e
can
pot
entia
ll
y
re
-
est
ablish
ci
ti
zens
s
at
isfact
ion
or
exacer
bate
ci
ti
zens’
un
desi
ra
ble
assessm
ents
an
d
m
ot
ivate
the
m
to
ch
oo
se
t
he
com
petit
or
(S
m
i
th
an
d
Bolt
on,
1998)
.
I
n
trut
h,
Har
t
et
al
.
in
1990
,
re
porte
d
that
m
or
e
than
50
%
of
busines
s
respo
ns
e
at
te
m
pts
to
ci
t
iz
ens’
com
pla
ints
in
fact
reinfo
rc
e
ci
ti
zens
unde
s
irable
a
s
s
e
s
s
m
e
nt
s
o
f
a
s
e
r
v
i
c
e
.
H
e
n
c
e
,
O
k
i
n
2
0
0
4
,
s
t
r
e
s
s
e
d
t
h
e
i
m
p
o
r
t
a
n
c
e
o
f
h
a
v
i
n
g
t
h
e
k
n
o
w
l
e
d
g
e
o
f
w
h
a
t
c
r
e
a
t
e
s
a
s
u
c
c
e
s
s
f
ul
s
e
r
v
i
c
e
r
e
c
o
v
e
r
y
a
n
d
h
o
w
c
i
t
i
z
e
n
s
a
s
s
e
s
s
t
h
e
e
f
f
or
t
s
o
f
r
e
c
o
v
e
r
y
b
y
s
e
r
v
i
c
e
p
r
o
v
i
d
e
r
s
[
21
]
.
Po
sses
sin
g
th
e
know
le
dg
e
of
the
r
ole
of
ser
vice
r
ecov
e
ry
effor
t
s
in
the
est
ablishm
ent
of
the
dim
ensions
of
relat
io
nsh
ip
qual
it
y
will
reinfor
ce
t
he
ackno
wled
gem
ent
towa
rds
th
e
need
for
co
ns
ta
nt
effor
ts
f
or
the
pr
ovisi
on
of
ci
ti
zens
sat
isfact
ion
.
I
n
su
sta
ining
the
e
ndur
i
ng
relat
io
nships
an
d
in
e
asi
ng
the
f
uture
relat
ion
s
hip
s
with
the
al
rea
dy
a
v
ai
la
ble
ci
ti
zens,
m
aking
the
se
ci
ti
zens
sat
i
sfied
i
n
a
n
e
xc
hang
e
is
i
m
po
rtant.
Ma
ny
stu
dies
m
entioned
ef
forts
of
se
rv
ic
e
r
ecov
e
ry
that
a
r
e
ap
propriat
e
c
an
tra
nsfo
rm
a
serv
ic
e
fail
ur
e
int
o
a
sat
isfact
or
y
se
rv
ic
e
enc
ounte
r,
co
ntri
bu
ti
ng
to
the
achiev
e
m
ent
o
f
seco
nd
a
ry
sat
isfact
ion,
and
im
pr
ov
em
ent
of r
ep
ur
c
ha
se
intent
[
25
,
2
7
]
as
well
as f
a
vourable wor
d
-
of
-
m
ou
th
[
21
]
.
I
nd
e
e
d,
sat
isf
act
ion
rati
ng
s
ap
peare
d
to
be
highe
r
in
orga
nizat
ion
or
em
plo
ye
e
-
init
ia
te
d
rec
overy
as
oppose
d
to
ci
ti
zens
-
in
it
ia
te
d
recovery.
Ta
ki
ng
i
nto
acc
ount
t
he
fact
that
fail
ures
a
r
e
inevita
ble
,
acqu
i
rin
g
the
knowle
dge
on
how
to
ap
pro
pri
at
el
y
recove
r
f
r
o
m
these
fail
ur
es
co
uld
pote
nt
ia
lly
ben
e
fit
f
irm
s.
Su
ch
ef
f
or
t
of
rec
over
y
m
a
y
pro
ve
the
h
i
ghest
sign
i
ficanc
e in the
prese
rvat
ion
of cit
iz
ens
loya
lt
y
[
28
]
.
4.
RESEA
R
CH MO
DEL A
N
D
H
YP
OTHE
SES
Dive
rse
va
riab
le
s
hav
e
bee
n
e
m
plo
ye
d
by
countle
ss
res
earche
rs
f
or
m
easur
in
g
us
e
r
acce
ptanc
e
or
ad
opti
on
of
m
ob
il
e
go
ve
r
nm
ent
serv
ic
es,
as
can
be
r
efer
red
in
Ta
bl
e
1.
So
m
ehow,
a
lim
i
ta
ti
o
n
exists
in
the
m
easur
e
m
ent
of
a
com
pr
e
he
ns
ive
m
od
el
with
the
util
isa
ti
on
of
se
rvi
ce
qu
al
it
y
trust
and
ris
k
in
ad
diti
on
to
pe
rceive
d
c
os
t
of
ser
vice
s.
It
s
hould
be
no
te
d
howe
ver,
that
these
var
ia
bles
are
the
pri
m
ary
m
ob
il
e
gove
rn
m
ent
acce
ptance
i
nd
ic
at
or
s.
A
ne
w
m
od
el
is
hen
c
e
co
ns
tr
ucted
in
orde
r
to
ad
dr
ess
the
a
for
esai
d
lim
it
at
ion
s,
wi
th
the
incl
us
io
n
of
the
va
riables
ex
hib
it
ed
in
Table
1.
T
he
f
ollo
wing
s
ect
ion
will
highli
ght
the esse
ntial
f
a
ct
or
s i
nclu
de
d i
n
this
pa
per
.
Table
1
hi
gh
l
igh
ts
the
m
os
t
recent
works
on
ser
vice
recovery
as
f
ound
in
t
he
l
it
eratur
e
in
su
m
m
arised
form
.
As
can
be
ob
s
er
ved,
the
s
tud
ie
s
wer
e
al
l
po
i
nting
t
o
th
e
const
ru
ct
of
per
cei
ved
justi
c
e
as
the
key
pre
dictor
of
recover
y
sat
isfact
ion
.
O
n
t
he
oth
e
r
ha
nd,
oth
e
r
e
qu
al
ly
cr
ucial
pr
e
dictor
s
incl
udi
ng
per
cei
ved,
val
ue,
tru
st
an
d
risk,
ser
vice
a
nd
in
form
at
io
n
qual
it
y
were
ne
glect
ed.
F
ur
t
her
m
or
e,
none
of
the
w
orks
we
r
e
sp
eci
fical
ly
c
ov
e
rin
g
t
he
c
onte
xt
of
m
ob
il
e
ser
vices
or
m
ob
il
e
go
ve
r
nm
ent
serv
ic
e
.
This
has
m
ot
ivate
d
this
stud
y
to
ex
pl
or
e
t
he
im
pact
of
t
he
propos
ed
fac
t
or
s
on
recovery
sat
isf
act
ion
.
Acc
ord
ing
ly
,
the
f
ollow
i
ng
sect
ion
will
exp
la
in
each
va
riable
pres
ume
d
to
im
par
t
a
co
ns
ide
rab
le
i
m
pact
on
re
cov
e
ry
sat
isfact
ion
a
nd cit
iz
ens
l
oyal
ty
u
ti
li
zi
ng
m
ob
il
e ser
vice in
gen
e
ral a
nd m
ob
il
e
gove
rn
m
ent in pa
rtic
ular.
Table
1
.
C
om
par
iso
n betwee
n p
rop
os
ed
v
a
ri
ables
Di
m
en
sio
n
s
[
29
]
[
30
]
[
31
]
[
32
]
[
33
]
[
34
]
Perceived
Value
X
X
X
X
X
X
Tr
u
st in
T
e
ch
n
o
lo
g
y
X
X
X
X
X
X
Perceived
Risk
X
X
X
X
X
X
Tr
u
st in
go
v
ern
m
e
n
t
X
X
X
X
X
X
Distrib
u
tiv
e jus
tice
√
√
√
√
√
√
Proced
u
ral
ju
stice
√
√
√
√
√
√
Interaction
al jus
tic
e
√
√
√
√
√
√
Service Qualit
y
√
√
X
X
X
X
Inf
o
r
m
atio
n
Qualit
y
X
X
√
X
X
X
Perceived
Self
-
ef
f
icacy
X
X
X
X
X
X
Reco
v
ery
S
atisf
actio
n
√
√
√
√
√
√
Citizen
s lo
y
alt
y
√
√
X
√
√
4.1.
Perce
ive
d value
Perceive
d
valu
e
has
bee
n
id
entifi
ed
as
a
pri
m
ary
pr
ecur
s
or
of
ci
ti
zens
loya
lt
y.
Fo
r
e
-
com
m
erce,
nu
m
ber
of
r
es
earche
rs
[
17
,
35
]
m
entioned
high
val
ue
a
s
a
m
ong
of
the
m
ai
n
m
oti
vations
f
or
ci
t
iz
ens
patr
on
a
ge.
The
no
ti
on
of
ci
ti
z
ens
per
cei
ved
value
has
been
descr
i
bed
by
J
ia
ng
et
al
(
2016)
as
t
he
discer
nm
ent
of
a
c
on
s
um
er
towards
the
net
be
nef
it
s
gro
unde
d
on
th
e
discer
nm
ent
of
wh
at
is
obta
ined
a
nd
w
hat
i
s
pro
vid
e
d
[
35
]
.
Perceive
d
val
ue
af
fects
loya
lt
y
towar
ds
m
ob
il
e
ser
vices
because
it
dec
reases
the
nee
d
of
an
ind
ivi
du
al
to
s
earch
dif
fer
e
nt
serv
ic
e
pro
vide
rs.
L
ow
pe
rce
ived
value
inc
r
eases
the
incli
nation
of
ci
ti
zens
to
switc
h
to
the
r
ivals
to
ob
ta
in
m
or
e
per
cei
ve
d
value
.
This
will
le
ad
to
a
decr
ease
in
loy
al
ty
.
In
fact,
sat
isfie
d
ci
ti
zens
m
a
y
sti
l
l
be
un
li
kely
to
use
m
ob
il
e
ser
vices
if
th
ey
belie
ve
that
they
are
not
a
tt
ai
nin
g
the
gr
eat
est
Evaluation Warning : The document was created with Spire.PDF for Python.
IS
S
N
:
2088
-
8708
In
t J
Elec
&
C
om
p
En
g,
V
ol.
10
, No
.
4
,
A
ugus
t
2020
:
4279
-
4295
4282
value
f
or
their
m
on
ey
.
The
s
e
ci
ti
zens,
acc
ordin
g
t
o
C
ha
ng
(
2006)
,
will
consi
der
othe
r
prov
i
der
s
t
o
see
k
bette
r value
[
36
]
.
The
ass
ociat
io
n
e
xisti
ng
bet
ween
ci
ti
zens
sat
isfact
ion
a
nd
ci
ti
zens
loya
lt
y
see
m
s
to
be
the
str
ongest
wh
e
n
the
ci
ti
ze
ns
are
c
onfi
de
nt
that
the
e
-
bu
siness
ve
nd
or
t
hey
cu
rr
e
ntly
us
e
offer
t
hem
gr
eat
er
ove
rall
va
lue
as
opposed
to
oth
e
r
ve
ndors.
Hen
ce
,
in
this
stud
y,
a
sig
nifi
cant
m
od
erati
ng
eff
ect
s
of
ci
ti
zens
pe
rceive
d
value
are
e
xp
ect
e
d
t
o
e
xist
on
t
he
li
nk
a
ge
betw
een
ci
ti
zens
s
at
isfact
ion
a
nd
ci
ti
zens
loya
lt
y
[
37
]
.
N
o
n
e
t
h
e
l
e
s
s
,
r
e
s
e
a
r
c
h
e
r
s
[
38
]
,
m
e
n
t
i
o
n
e
d
t
h
e
p
r
e
s
e
n
c
e
o
f
u
n
c
e
r
t
a
i
n
t
y
i
n
t
e
r
m
s
o
f
t
h
e
d
i
s
po
s
i
t
i
o
n
o
f
t
h
e
r
e
l
a
t
i
o
n
s
h
i
p
b
e
t
w
e
e
n
v
a
l
u
e
a
n
d
s
a
t
i
s
f
a
c
t
i
o
n
i
n
a
d
d
i
t
i
o
n
t
o
t
h
e
c
o
n
s
e
q
u
e
n
c
e
s
o
f
t
h
i
s
r
e
l
a
t
i
o
n
s
h
i
p
t
o
f
u
t
u
r
e
i
n
t
e
n
t
s
.
Fo
r
ci
ti
zens
,
t
hey
assess
pro
du
ct
s
a
nd
ser
vi
ces
wh
il
e
ta
ki
ng
i
nto
acc
ount
wh
at
they
ha
ve
in
vested
,
for
ins
ta
nce
,
ti
m
e,
m
on
ey
,
and
e
ffor
t,
as
oppose
d
to
w
ha
t
they
hav
e
at
ta
ined,
for
inst
ance,
ou
tc
om
e
s
and
so
ug
ht
-
a
fter
be
nef
it
s
[
39
]
.
Pe
rceive
d
value
has
bee
n
re
garded
as
a
pri
m
a
ry
con
st
ru
ct
in
the
com
pr
ehe
ns
io
n
of
ci
ti
zens
be
ha
viour
becau
s
e
this
con
str
uct
le
ads
to
sat
isfa
ct
ion
an
d
be
ha
vioural
intenti
on
s
.
I
n
t
his
co
ntext,
intent
of
rep
e
at
purchase
a
nd
posit
ive
w
ord
-
of
-
m
ou
th
are
in
dicat
ors
of
ci
ti
zens
l
oyal
ty
.
In
t
he
co
ntext
of
servic
es,
perce
ived
val
ue
is vita
l i
n
con
sum
pt
ion
and d
e
ci
sion
-
m
akin
g
[
40
,
41
]
. A
cc
ordin
gly, the f
oll
ow
i
ng
is co
nj
ect
ur
e
d:
H1:
Pe
rcei
ved
value h
as
a
si
gnif
ic
an
t ef
fe
ct
on rec
overy s
at
isf
action.
4.2.
Perce
ive
d t
ru
st
It
is
cru
ci
al
to
hav
e
the
a
wa
ren
es
s
of
how
eff
ort
s
of
ef
f
ect
ive
recover
y
i
m
pact
the
pe
rcep
ti
on
of
a
ci
ti
zens
towa
rd
s
t
ru
st
wort
hin
ess
,
reli
abil
it
y,
and
inte
gr
i
ty
of
the
pro
vid
er
.
The
co
nc
ept
of
tru
st
ha
s
bee
n
char
act
e
rized
by
Sir
des
hm
uk
h,
Si
ngh,
an
d
Sa
bol
(
2002)
,
as
a
ci
ti
zen’
s
ex
pectat
io
ns
t
ow
a
rds
a
serv
ic
e
pro
vid
er
i
n
te
r
m
s
of
dep
e
ndabili
ty
and
rel
ia
bili
ty
in
the
delivery
of
it
s
prom
ise
s.
As
sta
te
d
by
[
42
]
,
it
is
i
m
po
rtant
that
a
serv
ic
e
pro
vi
der
dep
e
ndabl
y
fu
lfil
s
the
ex
pectat
ion
of
pr
of
ic
ie
nt
pe
rfo
r
m
ance
in
orde
r
that
the
trust
of
a
n
exch
a
ng
e
par
t
ner
in
a
busin
ess
relat
ion
s
hip
can
be
est
ab
li
sh
ed.
S
om
eho
w
,
pa
st
stu
dies
[
21
]
sta
te
d
that
the
qu
al
it
y
of
re
la
ti
on
s
hi
p
an
d
key
con
st
ru
ct
s
that
researc
her
s
hav
e
pro
po
s
ed
are
ye
t
to
be
com
pr
ehe
ns
ive
ly
def
ine
d.
It
seem
s
that
reco
ve
ry
sat
isf
act
ion
is
cl
ose
ly
li
nk
ed
to
trust.
As
em
pirical
ly
evide
nced
by
Tax
et
al
(
1998
)
,
the
ha
nd
l
ing
of
c
om
pla
int
an
d
se
r
vice
rec
ov
e
ry
ar
e
cl
os
el
y
li
nked
t
o
relat
ion
s
hip
m
ark
et
in
g
[
26
]
.
Sti
ll
,
near
ly
al
l
stud
ie
s
of
ser
vice
rec
o
ver
y
we
re
only
con
cent
rati
ng
on
the s
hort
-
te
rm
eff
ect
a
nd the
e
ff
ect
ive
ness o
f e
ffor
ts
of r
ec
overy a
nd a
nu
m
ber
o
f si
tuati
on
al
facto
rs
[
21
]
.
4.2.1. Tr
ust i
n
t
ech
no
l
ogy (P
TT
)
The
li
te
ratur
e
has
dem
on
str
a
te
d
the
us
e
of
trust
an
d
beli
ef
to
s
how
ho
w
co
nsum
ers
are
able
to
ov
e
rc
om
e
perce
ived
ris
k
in
onli
ne
tra
ns
a
ct
ion
s.
F
ur
th
e
r,
as
in
dicat
ed
by
A
nus
et
al
(
2011)
,
m
ob
il
e
gove
rn
m
ents
are
sti
ll
in
ve
ry
m
uch
new
a
nd
therefo
re,
for
m
any
ci
ti
zens,
they
are
sti
ll
cl
ueless
wh
e
n
it
com
es
to
s
om
e
issues
includi
ng
sec
uri
ty
,
reli
abili
ty
,
as
well
as
te
c
hn
ic
al
ca
pacit
y
of
the
se
rv
ic
e
pro
vid
er
that
c
arr
ie
s
gove
rn
m
ent
data
[
43
]
.
The
i
ns
ti
tuti
on
al
int
erpreta
ti
on
of
trust
is
exp
a
nsi
vely
ado
pte
d
by
e
-
com
m
erc
e
and
e
-
G
over
nm
ent
researc
h
[
44
]
.
I
n
th
e
c
on
te
xt
of
m
ob
il
e
go
vernm
ent,
the
tra
di
ti
on
al
vie
wpoi
nt
of
t
ru
st
com
es
in
two
ty
pes
nam
el
y
trust
in
go
ve
rn
m
ent
and
tr
us
t
in
te
ch
nolo
gy.
Tr
us
t
in
go
vernm
ent
relat
es
to
certai
n
en
ti
ty
or
dep
a
rtm
ent,
wh
il
e
trust
in
te
chnolo
gy
relat
e
s
to
reli
abili
ty
exh
i
bited
by
th
e
te
ch
nolo
gy
[
45
,
46
]
.
I
n
the co
nte
xt
of
el
ect
r
on
ic
and
m
ob
il
e
serv
ic
es,
tr
us
t
app
ea
rs
to
be
a
crit
ic
al
su
ccess
facto
r.
Hen
ce
,
the
f
ol
lowing
hypothesis i
s
prop
os
ed:
Hypothe
sis 2
: Pe
rcei
ved tr
us
t
in
te
ch
nolo
gy ha
s
a sig
nifi
ca
nt influe
nce
on
recovery
s
atisf
action.
4.2.2
. Per
cei
ve
d
t
r
ust
of
th
e
gover
nmen
t (
PTG)
Pr
io
r
t
o
the
e
ndorsem
ent
of
the
i
niti
at
ives
of
m
ob
il
e
gove
r
nm
ent,
it
is
i
m
po
rta
nt
t
hat
ci
ti
zens
e
m
br
ace
the
c
onfide
nce
t
hat
gove
rn
m
ent
ag
encies
hav
e
th
e
necessit
at
ed
intel
li
gen
ce
a
nd
te
ch
nical
re
s
ources
for
the
im
ple
m
entat
ion
of
the
se
syst
em
s.
Pr
evio
us
researc
he
s
[
47
]
i
nd
ic
at
ed
that
a
per
s
on
would
fir
st
e
valuate
the
exc
hange
par
t
ner’s
tr
us
tw
ort
hi
ness
be
fore
tru
sti
ng
t
hat
pa
rtner.
R
el
evan
tl
y,
with
ser
vices,
tr
us
t
i
n
gove
rn
m
ent
is
li
kely
to
i
m
pr
ov
e
public’s
s
at
isfact
ion
.
Li
kew
ise
,
a
ci
ti
z
en
w
ho
feels
s
at
isfie
d
with
m
ob
il
e
gove
rn
m
ent
se
rv
ic
es
m
ay
tru
st
an
d
s
upport
the
gove
rn
m
ent
m
or
e.
C
onve
rsely
,
th
os
e
who
a
re
le
ss
s
at
isfie
d
with the
servic
es m
ay
h
ave the
ir posit
ive att
it
ud
e t
ow
a
r
d
th
e gov
e
r
nm
ent w
eake
ne
d
[
48
,
49
]
.
Websi
te
s
of
fe
der
al
age
ncy
scor
i
ng
hi
gh
on
on
li
ne
trans
pa
ren
cy
ha
ve
co
ns
ide
rab
ly
gr
e
at
er
ov
e
rall
sat
isfact
ion
as
opposed
t
o
th
os
e
sc
or
in
g
lo
w.
On
li
ne
tra
nspare
ncy
im
pa
ct
s
ci
ti
zen
’
s
sat
isfact
ion
w
hile
al
s
o
bein
g
ass
ociat
ed
with
de
s
irable
f
uture
beh
a
viour
s
for
instance
word
of
m
o
uth
rec
omm
e
nd
at
io
n
,
rep
eat
websi
te
visit
s,
an
d
us
in
g
the
we
bs
it
e
a
s
the
m
ai
n
resour
ce
.
F
or
publi
c
adm
inist
rati
on
,
tr
us
t
of
ci
ti
zen
’
s
in
their
governm
ent
is
a
m
ajor
c
oncer
n.
Additi
on
al
ly
,
so
m
e
researc
he
rs
[
50
,
51
]
m
entioned
the
co
nce
r
n
expresse
d
by
public
sect
or
le
ader
s
a
bout
th
e
decli
ne
of
tr
us
t
am
on
g
ci
tizen
’
s
sin
ce
the
la
st
sever
al
decad
es.
Accor
dingly
,
a
posit
ive
li
nka
ge
betwee
n
t
r
us
t
in
go
vern
m
ent
an
d
ac
quie
scence
in
47
c
ountries
ha
s
bee
n
aff
irm
ed
by s
om
e scho
la
r
s
[
47
,
52
]
.
Evaluation Warning : The document was created with Spire.PDF for Python.
In
t J
Elec
&
C
om
p
En
g
IS
S
N: 20
88
-
8708
Th
e eff
ect
of re
covery s
atisf
ac
ti
on
on
ci
ti
zens
loya
lt
y
perce
pt
ion
:
a case
stu
d
y…
(
I
br
ahim
Almaras
hdeh
)
4283
As
po
sit
e
d
by
the
pe
rs
pecti
ve
of
broa
d
pe
rfor
m
ance,
s
om
e
m
od
ern
public
re
form
s
infe
r
pu
blic
serv
ic
es o
f
bette
r
qual
it
y,
wh
i
ch
tran
sla
te
s
to
gr
eat
le
vels o
f
public
sat
isfact
ion
as
well
as tru
st
in g
over
nm
ent.
The
incre
asi
ng
i
m
po
rtance
of
the
ro
le
of
ci
ti
zen
as
a
consum
er
has
bee
n
fou
nd
to
sig
nificantl
y
determ
in
e
the i
m
pact that
ser
vice sat
isfact
ion
i
m
par
ts o
n
the levels of
trust in
gove
rnm
ent. A
s n
ote
d by so
m
e,
the r
ole o
f
ci
ti
zen
as
ci
t
iz
en
’
s
relat
es
to
a
ty
pe
of
neo
li
be
ral
m
ov
em
ent
wh
ic
h
stresse
s
on
t
he
sel
f
-
inte
rest
of
the
i
nd
i
vidu
al
in
deali
ngs
with
gove
rn
m
ent.
On
the
ot
he
r
hand,
the
re
are
th
os
e
w
ho
view
t
his
ro
le
as
an
i
m
pr
ovem
ent
of
dem
ocr
acy
wh
ic
h
gen
e
rat
es
m
or
e
cl
os
e
li
nk
a
ges
betw
een
ci
ti
zen
’
s
a
nd
go
vernm
ent
[
53
]
.
Ther
e
f
or
e,
foll
ow
i
ng h
y
po
t
he
sis i
s prop
os
e
d.
Hypothe
sis 3
: Pe
rcei
ved tr
us
t
in go
ve
rnme
nt has a si
gn
if
ic
ant ef
fe
ct
on r
ec
overy s
atisf
action.
4.3. Perce
ive
d r
isk
(P
R
)
Am
on
g
ci
ti
zen
’
s,
m
ob
il
e
governm
ents
are
ye
t
to
be
ex
plored
f
ully
.
I
n
ad
diti
on
,
pe
rceivin
g
ris
k
of
util
iz
ing
th
e
ser
vice
wou
ld
pr
e
ven
t
us
e
rs
from
e
m
plo
yi
ng
t
he
se
rv
i
ces
[
43
]
.
Perc
ei
ved
ris
k
co
m
pr
ise
s
un
ce
rtai
nty
associat
ed
with
beh
a
viou
r
an
d
env
ir
onm
ent.
Be
hav
io
ur
al
un
ce
rtai
nty
oc
cur
s
a
nd
it
is
cause
d
by
the
oppo
rtu
nisti
c
be
hav
i
our
ex
hib
it
ed
by
on
li
ne
ser
vic
e
pro
vid
e
rs.
F
or
instance
,
on
li
ne
ser
vice
prov
i
der
s
m
ay
exp
loit
the
i
m
per
so
nal
di
sp
os
it
io
n
of
the
el
ect
ro
nic
en
vir
on
m
ent.
Me
anwhil
e,
en
vir
on
m
ental
un
ce
rtai
nty
is
caused
by
the
capr
ic
i
ou
s
natu
re
of
I
nte
rn
et
-
base
d
te
chnolo
gy
that
consum
er
cann
ot
co
ntr
ol
[
45
,
54
]
.
W
it
hin
the
co
ntext
of
m
ob
il
e
go
ve
r
nm
ent
,
per
cei
ved
ris
k
causes
the
i
ntent
of
us
e
r
to
us
e
the
ser
vices
to
de
crease
.
P
erceive
d
risk
will
ad
ver
sel
y
im
pact
on
be
hav
i
oural
inte
ntion
of
co
nsu
m
ers
to
a
dopt
m
ob
il
e
gove
rn
m
ents.
This lead
s to
th
e co
ns
tr
uctio
n
of the
fo
ll
owin
g hyp
oth
esi
s:
Hypothe
sis 4
: Pe
rcei
ved risk
ha
s
a sig
nifi
ca
nt influe
nce
on
recovery
s
atisf
action.
4.4.
Percei
ve
d s
el
f
-
ef
ficac
y (SE)
Self
-
e
ff
ic
acy
as
ind
ic
at
ed
in
the
w
ork
of
Tat
aw
an
d
Ba
zarg
a
n
-
He
j
a
zi
(2
01
0),
is
an
im
po
rtant
const
ru
ct
f
or
s
erv
ic
es a
s it
is a
m
on
g t
he pre
dictors
of
us
er
sat
isfact
ion
[
55
]
. Th
is c
onstruc
t descri
bes
th
e b
el
i
e
f
of
us
e
r
in
te
rm
s
of
ho
w
he
or
sh
e
is
ca
pab
le
to
pe
rfor
m
certai
n
functi
on
[
56
,
57
]
.
F
or
th
e
scena
rio
of
m
ob
il
e
gove
rn
m
ent,
s
el
f
-
ef
ficacy
is
viewe
d
as
t
he
le
vel
of
co
nfi
de
nce
of
the
us
er
w
he
n
ac
cessi
ng
an
d
util
iz
ing
the go
vernm
ent serv
ic
es
.
Self
-
e
ff
ic
acy
de
scribes
a
nd
im
pr
ov
es
c
onfi
den
ce
of
use
r,
con
t
rib
uting
t
o
a
posit
ive
at
ti
tud
e
[
57
]
.
In
a
ddit
ion
,
t
he
sign
ific
a
nt
posit
ive
infl
ue
nc
e
of
sel
f
-
e
ff
ic
acy
has
on
us
e
r
sat
isfact
io
n
of
inf
orm
ation
s
yst
e
m
us
a
ge
[
58
]
. He
nce,
t
he follo
w
ing
hypothe
sis
will
b
e test
ed
in
this
stu
dy:
Hypothe
sis 5
:
Percei
ved self
-
ef
fi
cacy has a s
ign
if
ic
an
t
infl
ue
nce
on rec
ove
ry sa
ti
sfacti
on
4.5.
Ser
vice
q
ua
li
t
y
(
SQ
)
Seei
ng
that
m
ob
il
e
te
ch
nolo
gy
ge
ner
at
es
a
platfo
rm
wh
ic
h
f
orm
s
a
new
ser
vice
delive
ry
m
od
e
that
is
foreig
n
t
o
bu
si
nesses
,
it
is
necessa
ry
to
est
a
blish
a
scal
e
of
in
depen
de
nt
se
rv
ic
e
qual
it
y
fo
r
m
ob
il
e
serv
ic
es
[
59
]
.
I
t
is
i
m
po
rtant
that
m
ob
il
e
gove
rn
m
ent
m
akes
avail
able
the
r
ud
im
entary
set
of
requirem
ents
of
serv
ic
e
qual
it
y
.
S
e
r
v
i
c
e
q
u
a
l
i
t
y
h
a
s
n
um
e
r
o
u
s
d
e
f
i
n
i
t
i
o
n
s
a
nd
t
h
e
s
e
d
e
f
i
n
i
t
i
o
n
s
a
r
e
i
m
p
a
c
t
e
d
by
th
e
per
s
pecti
ve
of
us
e.
O
n
the
oth
e
r
ha
nd,
m
ob
il
e
ser
vices
us
er
pe
rceives
serv
ic
e
qu
al
it
y
as
the
le
vel
of
goodnes
s
of
m
ob
il
e
gove
rn
m
ent
se
rv
ic
es.
Se
rv
ic
e
qual
it
y
is
cruci
al
,
par
ti
cula
r
ly
within
t
he
inf
or
m
at
ion
syst
e
m
(I
S)
do
m
ai
n.
In
t
his
re
ga
rd,
seve
ral
resea
rch
e
rs
[
60
-
63
]
ind
ic
at
ed
tha
t
recurre
nt
re
du
ct
io
n
i
n
f
re
qu
e
nt
disco
nn
ect
ion
and
in
res
ponse
,
and
la
c
k
of
reli
abili
ty
and
acce
ssibil
it
y,
will
cause
m
a
ny
people
to
be
reluctant
to
e
m
plo
y
the syst
em
[
59
]
.
It
is
not
so
si
m
ple
to
m
easur
e
ser
vice
qu
al
it
y.
This
is
bec
ause
eac
h
se
rvi
ce
is
diff
e
ren
t
par
ti
cula
rly
with
re
sp
ect
t
o
te
chnolo
gy
[
5
]
.
For
insta
nce,
we
bs
it
es
that
offer
gove
r
nme
nt
ser
vices
w
ere
m
easur
ed
i
n
te
rm
s
of
se
rv
ic
e
qual
it
y.
At
pr
ese
nt
tim
e,
m
ob
il
e
serv
ic
es
a
re
m
easur
e
d
in
te
r
m
s
of
ser
vice
qu
al
it
y
beca
use
they
carry
gove
rn
m
ent ser
vices.
Hence, t
he follo
wing
hypothesi
s is brou
ght f
ort
h:
Hypothe
sis 6
: Pe
rcei
ved ser
v
ic
e q
uali
ty
has
sign
if
ic
ant i
nfluence
on re
cov
ery sa
ti
sfacti
on
.
4.6.
In
fo
r
ma
t
ion quali
t
y
Fo
r
us
ers
w
ho
wa
nt
to
obta
in
valua
ble
in
f
or
m
at
ion
easi
ly
from
the
syst
e
m
,
inf
or
m
ation
qual
it
y
is
of
great
val
ue.
He
nce,
it
is
i
m
po
rta
nt
th
at
inform
at
ion
accurate
ness,
r
el
ia
bili
ty
,
co
m
plete
ness,
tim
e
li
ness
,
le
gib
il
it
y,
consi
ste
ncy,
rele
va
ncy
a
nd
avai
la
bili
ty
are
assur
e
d
[
64
]
.
Al
so
,
in
al
l
gove
rn
m
ent
trans
act
ions
aspects,
i
nform
at
ion
m
us
t
be
presente
d
with
a
high
e
xce
ll
ence
le
vel.
N
on
et
heless,
sev
eral
lim
it
a
ti
on
s
ha
ve
been
re
ported
in
te
rm
s
of
th
e
am
ou
nt
an
d
ty
pe
of
in
form
at
ion
wh
ic
h
is
possibly
acce
ssible
us
i
ng
m
ob
il
e
gove
rn
m
en
t asi
de fr
om
the n
e
cessi
ty
to
prom
ptly
m
ake av
ai
la
ble the
per
ti
ne
nt in
form
at
io
n
[
65
-
67
]
.
It
has
bee
n
conjectu
re
d
tha
t
the
ben
efit
of
m
ob
il
e
go
ve
rn
m
ent
i
m
ple
m
entat
ion
will
be
m
assive
if
the
qual
it
y
of
in
form
at
ion
on
this
platf
or
m
is
great
.
He
nc
e,
Zam
Za
m
i,
e
t
al
(20
14)
st
re
ssed
t
he
necess
it
y
to
scru
ti
nize
the
conditi
on
of
in
form
ation
qual
it
y
u
sing
ju
dicious
m
easur
es
[
65
]
.
A
ddit
ion
a
ll
y,
researc
her
s
[
68
]
Evaluation Warning : The document was created with Spire.PDF for Python.
IS
S
N
:
2088
-
8708
In
t J
Elec
&
C
om
p
En
g,
V
ol.
10
, No
.
4
,
A
ugus
t
2020
:
4279
-
4295
4284
repor
te
d
high
s
at
isfact
ion
le
ve
l
a
m
on
g
cl
ie
nt
s
of
te
c
hnic
al
ly
eff
ect
ive
m
ob
il
e
gove
rn
m
ent,
ap
plica
ble
s
yst
e
m
inf
or
m
at
ion
,
a
nd
sou
nd
ci
ti
zen
’
s
ser
vice
a
nd
m
ai
ntenan
c
e.
Wh
en
p
e
ople
are
co
nfi
de
nt
that
the
inf
orm
at
ion
has
sat
isfact
ory
qu
al
it
y,
they
w
ou
l
d
ass
ume
that
the
m
obil
e
serv
ic
e
is
c
om
petent
and
valua
ble.
T
his
woul
d
conseq
ue
ntly
pro
m
ote tru
st i
n m
ob
il
e g
over
nm
ent
[
69
,
70
]
.
Hen
ce
,
the
foll
ow
i
ng is c
onj
e
ct
ur
e
d:
Hypothe
sis 7
: Servi
ce rec
ove
ry sa
ti
sfacti
on
ha
s
a posit
iv
e
ef
fe
ct
o
n over
al
l user sati
sfacti
on
.
4.7. Perce
ive
d j
u
stice
The
as
so
ci
at
io
n
betwee
n
pe
rceive
d
j
ust
ic
e
an
d
ci
ti
zen
’
s
sat
isfact
io
n
has
bee
n
highli
gh
te
d
i
n
a
nu
m
ber
of
w
orks.
D
ur
in
g
s
erv
ic
e
fail
ur
es
,
low
le
vels
of
per
cei
ved
justi
ce
can
ad
ve
rse
ly
i
m
pact
the
overall
us
er
sat
isfact
io
n
[
26
,
71
]
.
F
ur
t
her
m
or
e,
pre
vio
us
st
ud
ie
s
[
21
,
33
]
re
ported
that
a
cor
re
spo
ndin
g
pe
rcep
ti
ons
of
j
ust
ic
e
hav
e
po
sit
ive
im
pact
on
overall
sat
isfact
ion
.
Accor
dingly
,
justi
ce
theo
ry
po
sit
s
that
ci
t
iz
en
’
s
per
ce
ptio
ns
in
te
rm
s
of
the
fa
irness
of
the
e
f
forts
of
se
rv
ic
e
recove
ry
i
m
pact
ci
ti
zen
’
s
sat
isfact
ion
as
w
el
l
as
fu
t
ur
e
be
hav
i
oural
i
ntentio
ns.
He
nce,
or
ga
nizat
ion
s
nee
d
to
hav
e
the
knowle
dge
of
the
three
ju
sti
ce
dim
ension
s
(d
i
stribu
ti
ve
,
pro
cedural,
a
nd
i
nteracti
onal
)
t
o
e
na
ble
them
to
fo
rm
ulate
eff
ect
ive
strat
e
gies
of
s
e
r
v
i
c
e
r
e
c
o
v
e
r
y
[
27
,
72
]
.
T
h
e
t
h
r
e
e
di
s
t
i
n
c
t
d
i
m
e
n
s
i
o
n
s
o
f
j
u
s
t
i
c
e
ha
v
e
l
i
n
k
a
g
e
t
o
m
o
n
e
t
a
r
y
r
e
w
a
r
d
s
(
d
i
s
t
r
i
b
u
t
i
v
e
)
,
po
l
i
c
i
e
s
e
m
b
r
a
c
e
d
b
y
s
e
r
v
i
c
e
o
r
g
a
n
i
z
a
t
i
o
n
(
p
r
o
c
e
d
u
r
a
l
)
,
a
n
d
m
a
n
n
e
r
a
n
d
r
e
s
p
o
n
s
i
v
e
n
e
s
s
e
x
h
i
b
i
t
e
d
by
e
m
plo
ye
e
(interacti
onal
).
All
these
dim
ension
s
c
ou
l
d
i
m
pr
ove
the
relat
ion
sh
i
p
betwee
n
the
serv
ic
e
orga
nizat
ion
a
nd it
s cit
iz
ens
[
34,
73
,
74
]
.
Fa
ct
or
s li
nke
d
t
o t
he
noti
on
of ju
sti
ce are
el
ab
orat
ed
ne
xt.
4.7.1.
Distrib
u
tive jus
tice
Distrib
utive
justi
ce
is
li
nk
ed
t
o
the
serv
ic
e
re
c
o
ve
ry
pro
vide
d
by
the
com
pan
y
to
the
co
ns
um
ers
[
72
,
75
]
.
The
com
po
ne
nts
of
procedur
e
pr
e
sented
to
th
e
con
s
um
ers
al
lows
the
co
nsum
ers
t
o
assess
the
pr
oc
ess
of
recov
ery
in
te
rm
s
of
flexibili
ty
,
eff
ic
ie
ncy,
a
nd
tran
sp
a
ren
c
y
[
76
]
.
F
urt
he
rm
or
e,
per
ce
ptio
n of
justi
ce has
posit
ive im
pact o
n
t
he purc
hase in
t
entions
of
c
ons
um
ers
[
74
]
.
Ser
vice
fail
ur
e/
recovery
ha
s
li
nk
a
ge
t
o
the
per
cei
ve
d
fair
ness
of
t
he
ou
tc
om
e
of
a
ser
vice
fail
ur
e/
rec
over
y
[
77
,
78
]
.
Di
stribu
ti
ve
j
us
ti
ce
is
a
noti
on
coine
d
from
so
ci
al
exc
ha
ng
e
theo
ry
that
stresses
the
ro
le
of
eq
uity
in
fo
rm
ing
su
ccee
ding
exch
a
nges.
T
he
pr
inci
ple
o
f
equ
it
y
descr
i
bes
a
fair
exc
hange
.
As
posit
ed
by
this
pr
inci
ple,
each
pa
rty
in
an
exc
hange
ob
ta
in
s
an
ou
t
com
e
wh
ic
h
corres
ponds
to
his/he
r
con
t
rib
ution
s
to
the
exc
ha
nge.
Me
a
nwhil
e,
distri
bu
ti
ve
justi
ce
re
vo
l
ves
a
rou
nd
th
e
exc
hange
outc
om
e
su
c
h
as
m
on
et
a
ry
rew
a
r
ds
(e
.g
.
,
disc
ounts,
refunds
for
fail
ed
ser
vice,
c
oupo
ns
)
[
78
,
79
]
.
Hen
ce
,
ba
se
d
on
the d
isc
us
si
on, t
he
hy
po
t
hesis
to b
e
test
ed
is
as foll
ows:
Hypothe
sis 8
: Dist
ribu
ti
ve j
ust
ic
e p
os
it
iv
el
y a
ff
ect
s recov
e
ry sa
ti
sfacti
on.
4.7.2.
Proce
du
ral justice
Pr
oc
ed
ur
al
j
us
t
ic
e
con
ce
ntrate
s
on
t
he
m
ann
er
in
w
hich
t
he
ou
tc
om
e
is
a
tt
ai
ned
.
T
hu
s
,
as
ind
ic
at
ed
by
Ma
xh
am
(1
998)
sat
isfact
ion
felt
by
a
ci
tizen
’
s
to
wa
rd
s
t
he
ty
pe
of
recovery
strat
egy
offe
red
m
ay
st
ill
le
ad
to
poo
r
rec
ov
e
ry
evaluati
on
ow
i
ng
t
o
the
proces
s
that
the
ci
ti
zen
’
s
had
t
o
en
dure
in
ac
hieving
the
rec
ov
e
ry
ou
tc
om
e
[
28
]
.
Fo
r
this
sit
uati
on,
procedu
ral
justi
ce
will
be
of
val
ue
beca
us
e
it
at
tem
pts
to
res
ol
ve
co
nfl
ic
ts
us
in
g
m
ann
ers
that
fo
ste
r
t
he
prolo
ng
at
io
n
of
a
f
r
uitfu
l
rel
at
ion
s
hip
bet
w
een
the
in
volv
ed
pa
rtie
s,
eve
n
w
he
n
ou
tc
om
es are disa
ppo
inti
ng t
o o
ne or
all
o
f
th
e
m
[
27
,
79
]
.
Accor
ding
to
Bl
odgett
et
al
(19
97
)
relat
e
proce
dural
justi
ce
to
the
pe
rce
ived
fai
rn
es
s
of
proce
dures
and
the
em
plo
ye
d
crit
eria
in
achie
ving
t
he
rec
ov
e
ry
ou
tc
om
e
[
27
]
.
Ty
pical
ly
,
t
his
j
ust
ic
e
form
includes
form
al
po
li
ci
e
s
and
st
ru
ct
ural
con
side
rati
on
s
t
hat
ha
ve
li
nk
age
t
o
s
erv
ic
e
rec
over
y.
These,
a
num
ber
of
st
ud
ie
s
[
72
,
74
]
,
i
nclu
de
r
esp
on
si
ven
e
ss,
wait
ing
ti
m
e,
as
well
as
fle
xi
bili
ty
du
rin
g
t
he
rec
overy
process.
Hen
ce
, th
e
f
ollow
i
ng h
y
po
t
he
sis i
s to be test
ed:
Hypothe
sis 9
: Proce
dura
l j
ust
ic
e p
os
it
iv
el
y a
ff
ect
s reco
ver
y sa
ti
sfacti
on.
4.7.3
.
I
nt
er
ac
t
iona
l
ju
s
tice
In
te
racti
on
al
ju
sti
ce
is
li
nk
ed
to
how
ser
vice
fail
ur
es
are
m
a
nag
e
d
by
ser
vi
ce
pr
ovi
der
s
in
add
it
ion
t
o
the
ass
ociat
ed
i
nteracti
ons
tha
t
ta
ke
place
between
the
ci
ti
zen
’
s
an
d
the
ser
vice
pro
vide
r
[
27
,
72
]
.
For
se
rv
ic
e
,
Ha
an
d
Jan
g
(
2009)
re
porte
d
that
the
com
po
ne
nts
of
this
dim
ension
are:
interpe
rsonal
sensiti
vity
,
dea
li
ng
with
pe
ople
with
di
gn
it
y
and
res
pect,
or
offer
i
ng
s
uitable
ex
plan
at
ion
s
f
or
the
serv
ic
e
fail
ure
[
74
]
.
As
do
c
um
ented
by
a
nu
m
be
r
of
stu
dies,
w
hen
pe
ople
ex
pr
ess
w
hat
t
he
y
feel
to
c
om
pr
ise
un
fair
trea
t
m
ent,
their
res
pons
es
will
m
ai
nly
re
vo
l
ve
ar
ound
the
inter
per
s
on
al
aspects
of
the
sit
uation
in
ste
ad
of
the
re
cov
e
ry
ou
tc
om
es.
As
hav
e
been
c
on
sist
e
ntly
dem
on
strat
ed
by
researc
h
fin
di
n
gs,
the
inter
per
s
onal
treat
m
ent
is
i
m
po
rtant.
H
e
nc
e, the f
ollow
i
ng stat
em
ent is
h
yp
oth
e
sised:
Hypothe
sis 1
0:
Interacti
onal
justic
e posit
iv
el
y a
ff
ect
s rec
ov
ery sa
ti
sfacti
on
.
Evaluation Warning : The document was created with Spire.PDF for Python.
In
t J
Elec
&
C
om
p
En
g
IS
S
N: 20
88
-
8708
Th
e eff
ect
of re
covery s
atisf
ac
ti
on
on
ci
ti
zens
loya
lt
y
perce
pt
ion
:
a case
stu
d
y…
(
I
br
ahim
Almaras
hdeh
)
4285
4.8. Rec
overy
satisf
act
i
on
and lo
yalt
y
The
m
ajo
rity
of
st
ud
ie
s
on
serv
ic
e
recove
ry
wer
e
co
nce
ntrati
ng
on
t
he
short
-
te
rm
ben
efit
s
a
nd
eff
ect
ive
ness
of
effor
ts
of
se
r
vice
recove
ry
in
ad
diti
on
to
nu
m
erous
sit
ua
ti
on
al
facto
rs.
On
the
oth
e
r
hand,
stud
ie
s that ass
ess the im
pacts
o
f
ci
ti
zen
’
s a
s
sessm
ents o
f
serv
ic
e fail
ure a
nd
se
r
vice
recovery sati
sfacti
on a
nd
beh
a
viou
r
inte
ntions are
sti
ll
insuff
ic
ie
nt
[
21
,
80
,
81
]
.
As
in
dicat
ed
by
severa
l
stud
ie
s
[
26
,
80
]
,
ci
ti
zen
’
s
rev
ie
w
a
nd
upda
te
their
sat
isfact
ion
a
nd
beh
a
viou
ral
intenti
ons
acco
r
di
ng
to
t
he
inte
gr
at
io
n
of
pr
i
or
assessm
ent
and
ne
w
in
form
at
ion
.
Ci
ti
zen
’
s
who
exp
e
rience
d
re
cov
e
ry
(
new
i
nfor
m
at
ion
)
th
at
is
good
or
e
xcell
ent
w
ou
l
d
dem
on
strat
e
im
pr
ov
e
d
sat
isf
act
ion
le
vel
an
d
high
er
inte
nt
to
vi
sit
in
the
f
uture.
Re
le
van
tl
y,
a
num
ber
of
researc
hers
[
21
,
71
]
ha
ve
stress
e
d
the
im
po
rtanc
e
of
est
ablis
hin
g
lo
ng
-
te
rm
relat
ion
s
hip
s
with
the
prese
nt
ci
ti
zen
’
s
by
way
of
relat
ion
s
hi
p
m
ark
et
ing. Su
c
h
sugg
e
sti
on
ha
s call
ed
fo
r
th
e n
ecessi
ty
to
stud
y ser
vice re
cov
e
ry effor
ts
consi
der
i
ng
th
at
they
i
m
pact the ove
rall
sati
sfacti
on of
ci
ti
zens.
Ci
ti
zen
’
s
sat
isfact
ion
im
pacts
var
io
us
beh
a
vi
ours
with
cr
uc
ia
l
ben
efit
s.
Hen
ce
,
it
is
necessary
that
orga
nizat
ion
s c
on
sta
ntly
m
ake th
e eff
ort
s to
increase cit
iz
en
’
s sati
sfacti
on. I
n
tu
rn, loyal
ty a
m
on
g
ci
ti
zens ca
n
be
est
ablishe
d.
Acco
r
dingly
,
l
o
ya
lt
y
beh
aviours
can
be
m
anifested
in
a
n
increase
in
re
purc
hase
inten
ti
on
s
,
rep
et
it
ion
sal
es
and
in
c
ro
s
s
s
al
es,
w
hile
m
a
nifestin
g
decr
e
ase
in
pri
ce
se
ns
it
ivit
y
and
c
os
ts.
P
os
it
ive
word
-
of
-
m
ou
th co
m
m
un
ic
at
ion
s
is a
nothe
r dem
on
str
at
ion
of loyal
ty
b
e
hav
i
our.
Asid
e
from
being
le
ss
pr
ic
e
sensiti
ve,
sat
is
fied
ci
ti
zens
a
pp
ea
r
to
be
le
ss
aff
ect
e
d
by
com
petit
or
s,
and
they
al
s
o
purc
hase
m
or
e
pro
duct
s
or
s
erv
ic
es
asi
de
f
ro
m
bein
g
de
m
on
strat
ing
l
oy
al
ty
fo
r
a
le
ngthier
per
i
od
of
ti
m
e
[
82
,
83
]
. In
fac
t, the interr
el
at
ion
b
et
ween
sa
ti
sfacti
on
and loyal
ty
h
as b
een docu
m
ented i
n
pas
t
works.
A
c
co
rdi
ng
to
Oliver
(
1999)
,
the
pos
sibil
it
y
of
devel
op
in
g
a
nd
tr
ansfo
rm
ing
sat
isfact
ion
int
o
loya
lt
y
[
84
]
.
H
ow
e
ve
r
,
it
is
po
ssible
that
loya
lt
y
c
an
tur
n
into
di
ssati
sfacti
on
if
ci
ti
zens
keep
feeli
ng
unsat
i
sfied.
Seve
ral
past
stud
ie
s
hav
e
li
nk
ed
sat
isfact
ion
w
it
h
ser
vice
re
cov
e
ry
to
loya
lt
y.
It
has
been
fou
nd
that
rec
overy
sat
isfact
ion
str
ongly
i
m
pacts
ci
ti
zen
’
s
loya
lt
y.
In
t
his
re
gard,
it
has
bee
n
s
uggeste
d
that
the
f
ru
it
f
ul
res
ol
utio
n
of
a
ci
ti
zen’
s
com
plaint
can
sign
ific
a
ntly
dr
ive
ci
ti
zen
’
s
loya
lt
y.
User
sa
ti
sfacti
on
towa
rd
s
se
rv
ic
e
re
cov
e
r
y
aff
ect
s l
oyal
ty
(
intenti
on t
o
c
onti
nu
e
and
rec
omm
end
to
o
t
he
rs)
[
85
]
.
Correct
so
luti
on
an
d
ha
nd
li
ng
of
a
ci
ti
zen’s
dissati
sfacti
on
has
bee
n
f
ou
nd
to
c
on
t
rib
ute
to
hig
he
r
loya
lt
y
as
op
pose
d
to
if
the
ci
ti
zens
had
be
en
sat
isfie
d.
Conver
sel
y,
dissati
sf
ie
d
ci
ti
zens
with
no
s
olu
ti
on
offer
e
d
to
the
pro
blem
,
in
add
it
ion
t
o
feeli
ng
dissati
sfied
with
the
com
plaint
ha
nd
li
ng
c
an
th
reaten
t
he
ser
vice
pro
vid
er
i
n
co
un
tl
ess
ways.
Fo
r
i
ns
ta
nce
,
the
ci
ti
zens
m
a
y
stop
doin
g
business
with
th
e
com
pan
y
and
choos
e
oth
e
r
c
om
pan
ie
s,
a
nd
/
or
m
a
y
ta
lk
ab
out
t
he
se
rv
ic
e
pr
ovide
r
to
ot
hers
in
a
neg
at
iv
e
m
ann
er
[
37
,
51
]
.
The follo
wing
sta
tem
ent is thu
s
hypothesise
d:
Hypothe
sis 1
1:
Recovery
s
atisf
action h
as
a p
os
it
iv
e
rel
atio
nship
wi
th cit
ize
n
’
s
loy
alty.
A
researc
h
m
od
el
of
ser
vice
reco
ve
ry
is
il
lustrate
d
in
Figu
re
1.
Th
e
m
od
el
was
const
ru
ct
e
d
accor
ding
to
th
e
li
te
ratur
e
revi
ew.
The
ke
y
con
st
ru
ct
s
of
thi
s
stud
y
ha
ve
be
en
el
aborated
by
the
key
find
in
gs
from
the p
ast
s
tud
ie
s.
H
4
S
e
r
v
i
c
e
Q
u
a
l
i
t
y
(
S
Q
)
P
e
r
c
e
i
v
e
d
R
i
s
k
(
P
R
)
U
s
e
r
s
L
o
y
a
l
t
y
(
U
L
)
S
e
l
f
-
e
f
f
i
c
a
c
y
(
S
E
)
R
e
c
o
v
e
r
y
S
a
t
i
s
f
a
c
t
i
o
n
(
R
S
)
P
e
r
c
e
i
v
e
d
V
a
l
u
e
(
P
V
)
I
n
f
o
r
m
a
t
i
o
n
Q
u
a
l
i
t
y
(
I
Q
)
H
5
H
6
H
1
0
H
1
I
n
t
e
r
a
c
t
i
o
n
a
l
j
u
s
t
i
c
e
(
I
J
)
D
i
s
t
r
i
b
u
t
i
v
e
j
u
s
t
i
c
e
(
D
J
)
P
r
o
c
e
d
u
r
a
l
j
u
s
t
i
c
e
(
P
J
)
T
r
u
s
t
i
n
G
o
v
e
r
n
m
e
n
t
(
P
T
G
)
T
r
u
s
t
i
n
T
e
c
h
n
o
l
o
g
y
(
P
T
T
)
H
1
1
H
8
H
9
H
7
H
3
H
2
Figure
1.
Pro
pose
d
re
searc
h m
od
el
Evaluation Warning : The document was created with Spire.PDF for Python.
IS
S
N
:
2088
-
8708
In
t J
Elec
&
C
om
p
En
g,
V
ol.
10
, No
.
4
,
A
ugus
t
2020
:
4279
-
4295
4286
5.
METHO
D A
ND DATA
COL
LE
CTIO
N
A
total
of
743
adu
lt
m
ob
il
e
us
ers
pa
rtic
ipate
d
in
the
stu
dy
,
wh
e
reb
y
a
su
r
vey
quest
io
nn
ai
re
wa
s
adm
inist
ered
to
each
of
t
hes
e
m
ob
il
e
us
ers
in
Decem
ber
2017.
T
he
res
earch
m
od
el
pro
posed
i
n
this
stud
y
con
ta
in
s
on
e
exoge
nous
la
te
nt
var
ia
ble
nam
el
y,
ci
ti
zen
s’
loya
lt
y
to
us
e
m
ob
il
e
gove
r
nm
ent
serv
ic
es
.
Additi
on
al
ly
,
t
he
m
od
el
incl
udes
one
m
od
er
at
or
va
riable
th
at
is,
rec
overy
sat
isfact
ion
,
in
ad
diti
on
to
te
n
(
10
)
endo
geno
us
va
riables
w
hich
are,
Pe
rceive
d
Value,
pe
rceiv
ed
tr
us
t
on
te
chnolo
gy,
per
ce
ived
risk,
pe
rc
e
ived
trust
in
gove
r
nm
ent,
distrib
utive
j
us
ti
ce,
interact
ion
al
justi
ce,
pr
ocedur
al
j
ust
ic
e,
s
el
f
-
ef
fici
ency,
serv
ic
e
qu
al
it
y,
inf
or
m
at
ion
qual
it
y.
For
eac
h
it
em
in
the
ques
ti
on
nai
re,
a
5
-
po
i
nt
Like
rt
s
cal
e
is
prov
i
de
d
f
or
respo
ns
e
opti
on. T
he
scale
r
a
ng
e
s f
r
om
1
r
e
pr
ese
ntin
g ‘Str
ongly disa
gr
ee
,
’
to
5 re
pr
ese
nt
ing
‘S
tr
ongly a
gr
ee
.’
5.1.
Sur
ve
y
d
ata and
c
on
str
ucts v
alida
tio
n
In
validat
in
g
the
qu
e
sti
onnai
re
in
this
st
udy,
the
first
ste
p
is
the
e
xec
utio
n
of
a
pilot
stu
dy.
F
or
thi
s
stud
y,
a
total
of
25
fac
ulty
m
e
m
ber
s
wer
e
inv
it
ed
to
pa
r
ti
ci
pate.
Their
respo
ns
es
assis
te
d
the
researc
her
i
n
ascerta
inin
g
t
he
quest
io
nn
ai
r
e
it
e
m
s’
und
e
r
sta
nd
a
bili
ty
.
In
the
ne
xt
valid
at
ion
ste
p,
EF
A
te
st
was
pe
r
form
ed
to
ascerta
in
the
factor
loa
ding
of
each
it
em
,
a
s
can
be
ref
e
rred
in
ap
pendix
.
Me
anwhil
e,
the
inter
nal
reli
abili
ty
of
the
it
em
s
was
m
easur
e
d
us
i
ng
Cr
onba
ch’
s
coe
ff
ic
ie
nt
al
ph
a
te
st.
I
n
this
re
ga
rd,
a
value
of
C
ronb
ac
h'
s
Alpha
of
0.7
0
or
gr
e
at
er,
denotes
good
reli
abili
ty
[
86
]
.
I
n
this
stud
y,
the
var
ia
bles
al
l
passe
d
the r
el
ia
bili
ty
t
est
w
her
e
by all
att
ai
ned
v
al
ue of
0.7
0
re
fer
T
able
2
dem
on
st
rati
ng
a go
od
c
on
sist
e
ncy, wh
ereas
the
scal
es
that
this
stud
y
em
plo
ye
d
de
no
te
α=
0.
80
0.
As
can
be
obser
ve
d
in
Ta
ble
2,
trust
on
te
ch
no
l
ogy
ob
ta
ine
d
t
he
highe
st
c
oeffici
ent
al
pha
va
lue
(α=
0.884)
w
hile
trust
i
n
gove
rn
m
ent
achiev
ed
the
lowe
st
coeffic
ie
nt alp
ha value
(α=
0.
707).
T
able
2
.
Me
as
ur
em
ent
m
od
el
’s
c
oeffici
ent a
lph
a
value
Co
n
str
u
ct
Cro
n
b
ach alp
h
a
Mean
SD
Perceived
Valu
e
(P
V)
.71
3
3
.50
.72
6
Tru
st o
n
techn
o
lo
g
y
(
P
TT)
.88
4
3
.31
.62
0
Tru
st in
Govern
men
t(P
TG)
.70
7
3
.34
.51
9
Perceived ris
k
(
P
R
)
.71
9
3
.06
.61
2
S
elf
-
efficien
cy
(
S
E
)
.71
6
3
.27
.72
3
S
ervice qu
a
lity
(
S
Q)
.71
1
3
.38
.50
1
Info
rma
tio
n
Qua
lit
y
(
I
Q)
.83
2
3
.30
.55
2
Distr
ib
u
tive jus
tice
(
DJ
)
.82
1
3
.43
.51
2
Pro
cedu
ra
l jus
tice (
PJ)
.72
4
3
.33
.54
7
Inter
a
ctio
n
a
l jus
tic
e
(
IJ
)
.71
0
3
.35
.50
8
Recovery S
a
tisfa
ctio
n
(
RS)
.71
9
3
.37
.55
4
Citiz
en
s Lo
ya
lty
(CL)
.87
5
3
.18
.76
5
5.2. S
amp
le
i
nf
or
ma
tio
n
Conve
nience
s
a
m
pling
m
et
ho
d
is
use
d
i
n
thi
s
stud
y
t
o
colle
ct
data
from
74
3
a
dult
s.
T
he
m
ajo
rity
of
the
pa
rtic
ipa
nt
s
we
re
in
t
he
a
ge
ra
nge
of
25
-
49
ye
ars
old
(
87.
5%)
,
F
i
gure
2
ca
n
be
re
ferr
ed
.
As
for
t
he
gende
r
of
the
pa
rtic
ip
ants
ref
e
r
F
ig
ur
e
3
,
m
or
e
t
han
half
of
the
m
(5
4.8
%)
wer
e
m
al
es
w
hile
the
rest
(4
5.2
%)
wer
e
fem
al
es.
More
t
han
hal
f
(
54.6
%
)
of
th
e
pa
rtic
ipants
had
util
ise
d
m
ob
il
e
se
rv
ic
es
betwee
n
3
to
7
ye
ars,
wh
il
e
on
ly
a
sm
a
ll
fr
act
ion
of
them
(3
.
2%
)
had
util
ise
d
m
ob
il
e
ser
vi
ces
for
le
ss
t
han
1
ye
ar.
Fi
gure
4
can
be refe
rr
e
d.
Figure
2
.
P
arti
ci
pan
t
a
ge
Figure
3.
Parti
ci
pan
t
g
en
de
r
Evaluation Warning : The document was created with Spire.PDF for Python.
In
t J
Elec
&
C
om
p
En
g
IS
S
N: 20
88
-
8708
Th
e eff
ect
of re
covery s
atisf
ac
ti
on
on
ci
ti
zens
loya
lt
y
perce
pt
ion
:
a case
stu
d
y…
(
I
br
ahim
Almaras
hdeh
)
4287
Figure
4
.
m
ob
il
e serv
ic
e
us
a
ge
experie
nce
5.3.
V
alida
tio
n of the
St
ru
ct
ural m
od
el
All
relat
ion
s
hi
ps
in
t
he
pr
opos
e
d
m
od
el
w
ere
sim
ultaneou
sly
te
ste
d.
F
or
t
his
pur
pos
e,
struct
ur
al
equ
at
io
n
m
od
el
ing
(S
EM)
A
m
os
18
was
e
m
plo
ye
d.
The
const
ru
ct
io
n
of
a
m
easur
em
e
nt
m
od
el
was
carried
ou
t
us
in
g
Co
nfi
rm
a
tory
Fact
or
A
naly
sis.
As
evide
nced
by
goodne
ss
-
of
-
fit
sta
ti
sti
cs
fr
om
the
m
et
a
-
analy
sis,
the
resea
rc
h
m
od
el
ha
d
fairly
good
fit.
T
his
is
base
d
on
R
MR
,
GFI,
C
FI
,
IFI,
a
nd
root
m
ean
square
e
rror
of
appr
ox
im
at
ion
(RMSE
A)
[
87
,
88
]
.
I
n
pa
rtic
ular,
CM
I
N/D
F=
2.8
55,
p
<
.
05
(
≤
3
r
ecom
m
end
e
d)
;
RMR
0
.
0
1
8
=
0
.
9
7
5
(
≤
0
.
0
5
r
e
c
om
m
e
n
d
e
d
)
;
G
F
I
=
0
.
9
7
5
(
≤
0
.
9
0
r
e
c
om
m
e
n
d
e
d
)
;
C
F
I
=
0
.
9
2
8
(≤
0.
90
rec
ommende
d);
IF
I=
0.9
29 (≤
0.9
0 recom
m
end
ed
); a
nd RM
S
EA
=
0.05
0
(
≤ 0.
08 r
ec
omm
e
nd
e
d).
6.
Te
sting the
re
search
h
ypot
h
esi
s
It
is
ex
pected
that
the
str
uc
tural
m
od
el
will
te
st
the
hypothesiz
e
d
relat
ion
s
hip
s
in
the
m
od
e
l
of
m
ob
il
e
governm
ent
servi
ces
us
er
loya
lt
y
pr
opos
e
d
in
this
stud
y.
As
can
be
observ
e
d
in
Fig
ur
e
5,
al
l
hypo
th
eses
wer
e
s
uppo
rted.
F
urt
her,
eac
h
dem
on
strat
es
si
gn
ific
a
nt
im
pact
on
rec
ove
ry
sat
isfact
ion
excep
t
for
H5
w
hich
represe
nt
the
e
ff
ect
of
pe
rceived
sel
f
-
ef
ficacy
.
W
it
h
res
pe
ct
to
H
5,
no
s
ign
ific
a
nt
ef
fe
ct
on
recovery
sat
isf
act
ion
on
us
in
g
m
ob
il
e
go
ve
rn
m
ent
serv
ic
e
s
has
been
fou
nd.
The
str
uctur
al
m
od
el
est
i
m
at
ed
is
il
lustrate
d
in
Figure
5.
As
pro
ven
by
the
ou
tc
om
es,
fo
r
the
entire
m
od
el
,
the
path
co
eff
ic
ie
nts
are
posit
ive
and h
i
gh
ly
si
gnific
ant,
w
it
h p
-
val
ue
<
0.01.
S
u
p
p
o
r
t
e
d
B
=
-
.
0
7
8
,
p
<
0
.
0
5
S
e
r
v
i
c
e
Q
u
a
l
i
t
y
(
S
Q
)
P
e
r
c
e
i
v
e
d
R
i
s
k
(
P
R
)
C
i
t
i
z
e
n
s
L
o
y
a
l
t
y
(
C
L
)
S
e
l
f
-
e
f
f
i
c
a
c
y
(
S
E
)
R
e
c
o
v
e
r
y
S
a
t
i
s
f
a
c
t
i
o
n
(
R
S
)
P
e
r
c
e
i
v
e
d
V
a
l
u
e
(
P
V
)
I
n
f
o
r
m
a
t
i
o
n
Q
u
a
l
i
t
y
(
I
Q
)
N
o
t
S
u
p
p
o
r
t
e
d
B
=
.
0
3
6
,
p
=
0
.
0
7
9
S
u
p
p
o
r
t
e
d
B
=
.
1
1
5
,
p
<
0
.
0
5
S
u
p
p
o
r
t
e
d
B
=
.
1
0
3
,
p
<
0
.
0
5
S
u
p
p
o
r
t
e
d
B
=
.
0
7
2
,
p
<
0
.
0
5
T
r
u
s
t
i
n
G
o
v
e
r
n
m
e
n
t
(
P
T
G
)
T
r
u
s
t
i
n
T
e
c
h
n
o
l
o
g
y
(
P
T
T
)
S
u
p
p
o
r
t
e
d
B
=
.
2
1
3
,
p
<
0
.
0
5
S
u
p
p
o
r
t
e
d
B
=
.
1
0
1
,
p
<
0
.
0
5
S
u
p
p
o
r
t
e
d
B
=
.
1
1
9
,
p
<
0
.
0
5
S
u
p
p
o
r
t
e
d
B
=
.
1
0
5
,
p
<
0
.
0
5
S
u
p
p
o
r
t
e
d
B
=
.
1
3
7
,
p
<
0
.
0
5
S
u
p
p
o
r
t
e
d
B
=
.
1
0
6
,
p
<
0
.
0
5
I
n
t
e
r
a
c
t
i
o
n
a
l
j
u
s
t
i
c
e
(
I
J
)
D
i
s
t
r
i
b
u
t
i
v
e
j
u
s
t
i
c
e
(
D
J
)
P
r
o
c
e
d
u
r
a
l
j
u
s
t
i
c
e
(
P
J
)
Figure
5
.
Re
su
l
ts
of
hy
po
t
hese
s test
ing
Evaluation Warning : The document was created with Spire.PDF for Python.
IS
S
N
:
2088
-
8708
In
t J
Elec
&
C
om
p
En
g,
V
ol.
10
, No
.
4
,
A
ugus
t
2020
:
4279
-
4295
4288
Ci
ti
zen
’
s
loya
lt
y
is
i
m
po
rtant
to
predict
the
ci
ti
zens
w
il
l
keep
us
i
ng
the
m
ob
il
e
gove
rn
m
ent
app
li
cat
io
ns
.
S
ince
rec
overy
sat
isfact
ion
ha
s
a
sig
nificant
m
ediation
e
ffec
t
on
ci
ti
zen
’
s
loya
lt
y,
this
stud
y
inv
est
igate
d
th
e
ind
irect
ef
fec
t
of
al
l
ind
epe
nd
e
nt
va
riable
s
and
thei
r
im
pact
on
ci
ti
zen
’
s
loya
lt
y
to
il
l
us
trat
e
wh
ic
h
fact
or
s
has
a
sig
nifica
nt
ind
i
rect
eff
e
ct
on
ci
ti
zens
l
oyal
ty
.
In
orde
r
to
ac
hieve
th
e
above,
t
his
s
tud
y
us
e
d
Am
os
to
perform
bootstrap
te
st
[
89
]
to
i
nd
ic
at
e
if
th
e
in
dep
e
ndent
var
ia
bles
has
a
sig
nificant
i
ndirec
t
eff
ect
on
ci
ti
zens
loya
lt
y
or
no
t.
Ta
ble
3
descr
i
bed
t
he
ind
irect
ef
fect
and
si
gn
i
fican
t
le
v
el
te
ste
d
us
in
g
bootstra
pp
i
ng.
Fr
om
the
ta
ble,
we
can
il
lustra
te
that
al
l
va
ria
bles
hav
e
a
sig
nificant
i
ndirec
t
eff
ect
on
ci
ti
zen
’
s
loya
lt
y.
A
m
on
g
al
l
pr
op
os
ed
var
ia
bles,
the
highest
eff
ect
com
es
fr
om
pe
rceive
d
trust
in
governm
ents
(0
.
029)
and
pr
ocedu
ral
justi
ce
(
0.025
)
a
nd
the
wea
kest
in
direct
e
ff
ect
is
relat
ed
to
per
cei
ved
sel
f
-
ef
ficacy
(
0.008
).
The
res
ults
il
lustrate
d
t
hat
al
l
pr
op
os
e
d
fac
tors
are
relat
ed
to
ci
ti
zen
’
s
l
oyal
ty
and
eve
n
with
th
e
m
e
diati
on
eff
ect
of
rec
overy
sat
isfact
i
on
these
facto
rs
sti
ll
can
be
us
e
d
as
a
pre
dicto
r
of
ci
ti
zen’
s
loya
lt
y.
Table
3
can
be refe
rr
e
d.
Table
3.
Re
s
ults
of in
direct e
ffec
t t
est
Variables
Ind
irect
ef
f
ect
P valu
e
IJ
0
.02
2
0
.01
0
DJ
0
.02
2
0
.00
7
PJ
0
.02
5
0
.00
6
PTG
0
.02
9
0
.00
5
PTT
0
.02
3
0
.01
0
VT
0
.01
5
0
.00
7
IQ
0
.02
2
0
.00
9
SQ
0
.02
4
0
.00
9
SE
0
.00
8
0
.02
9
PR
-
0
.01
7
0
.00
6
7.
DISCU
SSI
ON
The
la
st
twent
y
ye
ars
hav
e
s
een
the
de
velo
pm
ent
of
m
obil
e
serv
ic
es
into
a
highly
vital
chan
nel
as
they
offer
f
ast
er
processi
ng
tim
e
and
del
ivery,
as
well
as
lowe
r
pr
ic
e
s.
In
orde
r
to
pr
ese
nt
al
l
-
incl
us
ive
ov
e
r
view
of
re
search
on
m
obil
e
serv
ic
es,
t
hi
s
pap
e
r
em
plo
ye
d
t
he
data
analy
sis
m
e
thod
int
o
this
dom
ai
n.
In
th
e
f
uture,
it
is
m
or
e
i
m
p
or
ta
nt
to
ha
ve
the
com
pr
ehe
ns
io
n
of
us
er
loya
lt
y
to
us
e
m
ob
il
e
gove
r
nm
ent
as
oppose
d
t
o
the
i
niti
al
adoptio
n
f
or
m
ob
il
e
go
ve
r
nm
ent
serv
ic
e
.
This
is
bec
ause,
as
rec
om
m
en
d
by
the
li
te
ratu
re
,
t
he
c
os
t
re
la
ti
ng
to
the
a
cqu
isi
ti
on
of
new
us
er
is
a
lot
gr
eat
er
as
oppose
d
t
o
t
he
c
os
t
of
kee
ping
t
he
al
read
y
a
vaila
bl
e
us
er
withi
n
t
he
m
ob
il
e
ser
vi
ce
m
ark
et
[
4
]
. Th
e
si
gn
i
fican
ce
of u
ser
co
nt
inu
e
d
po
st
-
ad
opti
on
us
a
ge
rese
arc
h
has
bee
n
ac
knowle
dge
d
by
m
any.
Nonetheless,
within
the
are
na
of
m
ob
ile
gove
rn
m
ent,
the
dete
rm
inants
of
po
sta
do
ption
us
a
ge
ha
ve
not
bee
n
su
f
fici
ently
addresse
d,
a
nd
this
has
c
reated
a
gap.
H
e
nce,
stud
y
has
c
ho
se
n
t
o
e
xp
l
or
e
r
ecov
e
ry
sat
isf
act
ion
t
ow
a
rd
m
ob
il
e
govern
m
ent
consi
der
i
ng
t
ha
t
us
er
sat
isfa
ct
ion
is
the
m
os
t
cr
ucial
det
erm
inant
of
use
r
co
ntin
ued
po
st
-
ad
opti
on
us
a
ge
in the c
onte
xt
of m
ob
il
e serv
i
ces
[
1
,
6
]
.
As
m
ob
il
e
gove
rn
m
ent
is
sti
ll
ne
w,
t
he
f
oc
us
of
go
vernm
e
nt
is
on
rec
ov
e
ry
sat
isfact
ion
in
orde
r
t
hat
serv
ic
e
us
age
c
ou
l
d
be
m
ai
ntained.
T
hro
ugh
m
ob
il
e
go
ve
rnm
ent,
g
ove
rn
m
ent
age
ncies
cou
l
d
rem
ai
n
in
cl
os
e
pro
xim
it
y
to
the
ci
ti
zens
as
the
physi
cal
distance
betw
e
en
ci
ti
zens
an
d
gove
rn
m
ent
age
ncies
is
bri
dged
,
in
a
se
ns
e
tha
t
com
m
un
ic
at
i
on
bet
ween
both
ca
n
easi
ly
ta
ke
place
usi
ng
c
onve
nien
t
con
tri
va
nces
suc
h
as
s
m
artp
hone
s
and
ta
blets.
Accor
dingly
,
gove
rn
m
ent
-
ci
ti
zen
relat
ion
s
hi
ps
can
be
im
pro
ved
by
regularly
com
m
un
ic
at
ing
to
the
ci
ti
zen
s
about
w
hat
the
go
vernm
ent
is
do
in
g
to
se
r
ve
their
best
in
te
rests.
Ci
ti
zens
will
con
ti
nue
us
i
ng
the ser
vices a
nd, i
n
the
futu
re,
w
il
l
us
e
them
m
or
e.
This
stu
dy
car
ried
ou
t
the
pa
rtia
l
relat
ion
s
hip
a
naly
sis
in
te
sti
ng
the
m
ediat
ing
e
ff
ect
s
of
se
r
vice
recovery
on
use
r
loya
lt
y.
As
dem
on
strat
ed
by
the
res
ults,
Perceive
d
Val
ue
(PV
),
Tr
us
t
on
T
ec
hnol
ogy
(P
TT
),
Trust
in
Gove
r
nm
ent
(P
TG
)
,
Perce
ive
d
r
isk
(P
R),
Se
rv
ic
e
q
ualit
y
(SQ)
,
I
nfor
m
a
ti
on
q
ua
li
ty
(I
Q)
Distr
ibu
ti
ve
J
us
ti
ce
(DJ),
Pr
oc
ed
ur
al
j
ust
ic
e
(P
J),
I
nter
act
ion
al
justi
ce
(I
J)
a
ppear
t
o
be
hav
e
a
s
ign
ific
a
nt
i
m
pact
on
Re
cov
e
ry
sat
isfact
ion
(RS)
a
nd
Ci
ti
zens
l
oy
al
ty
(CL).
Howev
e
r,
the
res
ul
ts
do
no
t
de
m
on
strat
e
su
pport
on
the im
pact o
f
S
el
f
-
e
f
fici
ency (
SE), on
rec
ov
e
ry sati
sfacti
on.
W
it
h
res
pect
to
the
hypothe
s
is
te
ste
d
on
re
cov
e
ry
sat
isfact
ion
,
str
onge
r
li
nk
s
ha
ve
bee
n
fou
nd
in
Trust
in
G
overn
m
ent
(
B
.
137,
p<
0.001
),
Proced
ural
justi
ce
(
B
.
119,
p<
0.001
)
a
nd
Ser
vice
qual
it
y
(
B
.11
5,
p<0
.001
).
T
his
m
ea
ns
that
firstly
,
ci
ti
zens
m
us
t
hav
e
tr
us
t
on
the
ser
vice
pro
vid
e
r
or
governm
ent
agen
cy
a
nd
th
e
strat
egy
us
e
d
with
re
sp
ect
to
the
handling
a
nd
acce
s
s
to
the
serv
ic
e
s.
The
n,
as
in
dicat
ed
by
se
ver
al
st
udie
s
[
72
,
74
]
ci
ti
zens
ha
ve
t
o
cl
early
unde
rstan
d
t
he
pro
cedure
pract
ic
ed
by
a
gen
cy
durin
g
serv
ic
e
fail
ure
an
d
recove
ry.
T
hese
in
cl
ude
respo
ns
ive
ness,
wait
in
g
tim
e,
as
well
as
fle
xib
il
it
y
duri
ng
the
process
of
recovery.
As
m
entioned
by
Hu
a
ng
et
al
(2015
),
m
ob
il
e
t
echnolo
gy
buil
ds
a
platf
or
m
wh
ic
h
Evaluation Warning : The document was created with Spire.PDF for Python.