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首页> 外文期刊>Journal of systems and information technology >Improving the quality of mobile government services in the Gulf Cooperation Council A quality-function-deployment approach
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Improving the quality of mobile government services in the Gulf Cooperation Council A quality-function-deployment approach

机译：改善海湾合作委员会中流动政府服务的质量一种质量功能部署方法

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摘要

Purpose - The purpose of the study is to provide a concrete, integrated plan to improve the service quality of mobile government (m-government) services from the customer perspective in the Gulf Cooperation Council. Design/methodology/approach - A quantitative approach was used to analyze a case study of the UAE Ministry of Interior (MOI) mobile application and a competitor: the MOI application of the Kingdom of Saudi Arabia. Data were collected using a focus group. Findings - Results show that the technical requirement "real time" has the highest priority for deployment and "tangible service" has the lowest priority. Research limitations/implications - Findings are limited to m-government services. Further studies could explore other government services such as traditional face-to-face services. Practical implications - Results imply that if government decision-makers or software developers aim to understand customer requirements and improve their mobile services accordingly, the quality-function-deployment (QFD) approach is much more effective than traditional approaches in which decisions regarding services are prioritized based on the decision-makers or software developers' perspectives. Originality/value - Many previous studies have applied QFD for developing products based on customer needs. This, however, is one of the few studies to successfully apply the QFD matrix to m-government services.
机译：目的-研究的目的是提供一个具体的综合计划，以从海湾合作委员会的客户角度提高移动政府（移动政府）服务的服务质量。设计/方法/方法-采用定量方法分析了阿联酋内政部（MOI）移动应用程序和竞争对手：沙特阿拉伯王国的MOI应用程序的案例研究。使用焦点小组收集数据。结果-结果显示，技术要求“实时”具有最高的部署优先级，而“有形服务”具有最低的优先级。研究局限性/意义-研究结果仅限于移动政府服务。进一步的研究可以探索其他政府服务，例如传统的面对面服务。实际意义-结果表明，如果政府决策者或软件开发者旨在了解客户需求并相应地改善其移动服务，则质量功能部署（QFD）方法比传统方法更为有效，在传统方法中，优先考虑有关服务的决策基于决策者或软件开发人员的观点。原创性/价值-先前的许多研究已将QFD应用于根据客户需求开发产品。但是，这是将QFD矩阵成功应用于移动政府服务的少数研究之一。

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