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作者

Mohamed A.M. Albuainain

来源

CITIES,Vol.128,Issue1,Article 103790

语言

英文

关键字

Digital communication;Government services;Information Systems success model (IS success model);DeLone & McLean;Two-way communication;Feedback

作者单位

Department of Mass Communication, Tourism and Fine Arts, University of Bahrain, Kingdom of Bahrain;Department of Mass Communication, Tourism and Fine Arts, University of Bahrain, Kingdom of Bahrain

摘要

In 2014, the Bahrain government launched the Tawasul System to create an electronic channel facilitating two-way communication between government agencies and citizens. In this study, Tawasul is evaluated based on the DeLone & McLean (D&M) model to assess the impact of the communication on improving the quality of government services. The results of a survey of 395 respondents indicate that the highest evaluation construct was net impacts, and the lowest was service quality. All nine hypotheses from the D&M model constructs were supported. The findings indicate that users are interested in obtaining better and more frequent communication with government agencies. The net impacts construct and the viewpoints of the Tawasul users show that digital communication through the system helps them to obtain, and the government to develop, better services.