Mobile services use and citizen satisfaction in government: integrating social benefits and uses and gratifications theory

Purpose Citizen satisfaction with the government is a longstanding and continuous concern in public administration. However, past research did not investigate effect on context of mobile (m-government). The purpose this paper to evaluate how social benefits citizens using m-government affect their government. Design/methodology/approach Grounded uses gratifications theory (UGT), authors suggest that should be constructed terms model citizen tested through partial least squares (PLS) (SmartPLS 2.0) based data collected from survey study China. Findings results indicate three important benefits, e.g. convenience, transparency participation, are positively associated process gratification, whereas only convenience content gratification. both gratification Furthermore, suggests have mediating role, compatibility has moderating role. Practical implications This provides insights practitioners facilitate by increasing citizens’ improving Originality/value contributes literature offering framework for analyzing impact use work also UGT categorizing user into gratifications,