Development of an Evaluation Framework for M-Government System Quality : Abu Dhabi as a Case Study

  • Saif Obaid Mohammed Abdulla Alkaabi

Student thesis: Doctoral ThesisDoctor of Philosophy (PhD)


This study aims to develop a framework to evaluate the quality of m-Government systems in the Abu Dhabi government. Due to the rapid growth of mobile and wireless technology use across the world, more people have access to mobile devices and the internet connections required to access mobile or m-Government applications, which are gaining popularity over e-Government applications. It is evident that m-Government is practised by countries, including the emirate of Abu Dhabi of the United Arab Emirates. One of the prime rationales for conducting this study is to fill the knowledge gap in m-Government research in Abu Dhabi as there are no studies that discuss Abu Dhabi’s m-Government system or develop an m-Government evaluation framework in general.

Throughout the secondary research, the study attempted to discover the factors that lead to m-Government success and the factors that are absent from previous studies. The study revealed some core literature gaps, including the lack of an evaluation framework to assess the quality globally and in Abu Dhabi, cultural relevance, personal values and other factors as they relate to m-Government. A comprehensive literature review helped to develop the conceptual framework and hypotheses of this study. The framework was constructed after a comprehensive literature review and based on previous findings of Balanced Scorecard (BSC) (Kaplan and Norton, 1996); TAM (Davis, 1986), IS Success Model (DeLone and McLean, 2003); and Hofstede's (1984) cultural dimensions theory, on examples on the same subject and their related studies. This study analysed different constituents of BSC, TAM, IS Success Model, and Cultural Dimensions in the process of considering them for the framework. The usefulness of the framework was tested using both interview and survey data.

A sequential exploratory research design (phase 1: qualitative study; phase 2: quantitative study) was used in data collection techniques and analysis procedures. The employees, especially the directors and managers, of the Abu Dhabi government entities comprised the exploratory study population, while the residents of Abu Dhabi made up the survey study population. Ten qualitative interviews were conducted as part of the exploratory study and 400 responses were collected throughout the survey study.

It revealed from the exploratory study that there is not a common evaluation framework for m-Government system quality in the Abu Dhabi government entities. From quantitative results, although statistical analysis of the quantitative research shows that there is an existence uses’ satisfactions on the m-Government system quality, there was a mixed association of variables such as gender, age, occupation, region, usage, academic qualifications, and satisfaction, and the constituents of conceptual framework such as and service quality, system quality, perceived usefulness and perceived ease of use found.

Since the qualitative and quantitative results provided critical insights, these results helped to find out the gaps in the existing m-government system of the Emirate and how it influences the satisfaction of the users.

The outcomes of the primary and secondary research have been applied to design an evaluation framework for the m-Government system in Abu Dhabi, which provides a contribution to knowledge that may have applications in other country contexts. With the development of the framework called m-Government Evaluation Framework, this study contributes in bridging the knowledge gap in the field of public administration study especially, in evaluating information system followed by m-Government.
Date of Award2019
Original languageEnglish
Awarding Institution
  • Glasgow Caledonian University
SupervisorSusan Ogden (Supervisor), Karen Fryer (Supervisor) & Mohamad Nabil Ayad (Supervisor)

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