Abstract:

In M-government services, the focus should be on the public’s evaluation of their experiences on the demand side. Based on the user reviews of big data miners of 32 provincial government APPs, this study analyzed the concern categories, the thematic features and directions of user reviews, designed an analytical model of user review data, and constructed a framework of driving forces of M-government performance. The overall user ratings of government APPs were not high. Users thought the usability was outstanding, opinions about the ease of use was divided, completeness were not well developed, but the mandatory parts were present, and security was guaranteed. The performance level of M-government significantly affects public evaluation. Positive completeness, positive mandatory features, negative usability, and negative ease of use of government APPs significantly affected the public’s evaluation. The study reveals that the “co-production” of the government and the public are influenced by the government's attitude, technical environment, public perception, etc. M-government should take the lead to solve the technical constraints to improving the service inclusiveness, to encourage the promotion of M-government services that will gain more public favor than mandatory promotion, and to establish the interactive feedback and quality improvement mechanism of M-government services in due course.

Key words: government APPs, M-government, user reviews, usability, ease of use