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Identification of heuristics forassessing the usability of websites of public administration units

Dudycz Helena, Krawiec Łukasz

Annals of Computer Science and Information Systems

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2019

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Vol. 18

651--657

EN

A very important aspect of modern websites is their usability. Thanks to modern, and constantly developing technologies it is possible to create user-friendly services for each user. The usefulness of online services may be considered in terms of their functionality, clarity, and accessibility. It is particularly important that these criteria are met by public administration websites. The aim of this paper is to present the most common usability errors identified on the websites of public administration units as well as to indicate the links between particular types of problems and traditional heuristics of Jakob Nielsen. The survey was conducted by evaluating the websites of the Public Information Bulletin in Poland (BIP, which stands for "Biuletyn Informacji Publicznej''), which are supposed to provide universal access to public information by the citizens of the country. A heuristic method (based on J. Nielsen's heuristics) was used to evaluate 60 websites. The errors obtained were grouped into 14 categories. Each of the error groups was assessed by an expert in terms of its importance for the overall assessment of the website's usefulness. The analysis of relations between the identified categories of errors and heuristics of Jakob Nielsen indicates a need for specifying heuristics in the context of evaluating the usability and availability of public administration websites.

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Exploring determinants of m-Government services: a study from the citizens’ perspective in Saudi Arabia

Alonazi Mohammed, Beloff Natalia, White Martin

Annals of Computer Science and Information Systems

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2019

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Vol. 18

627--631

EN

The government of Saudi Arabia has adopted M-Government for the effective delivery of services. One advantage that it offers is unique opportunities for real-time and personalized access to government information and services. However, a low adoption rate of m-Government services by citizens is a common problem in Arab countries, including Saudi Arabia, despite the best efforts of the Saudi government. Therefore, this paper explores the determinants of citizens' intention to adopt and use m-Government services, in order to increase the adoption rate. This study was based on the Mobile Government Adoption and Utilization Model (MGAUM) that was developed for the purpose. Data was collected, and the final sample consisted of 1,286 valid responses. The descriptive analysis presented in this paper indicates that all the proposed factors in our MGAUM model were statistically significant in influencing citizens' intention to adopt and use m-Government services.

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Developing a model and validating an instrument for measuring the adoption and utilisation of mobile government services adoption in Saudi Arabia

Alonazi Mohammed, Beloff Natalia, White Martin

Annals of Computer Science and Information Systems

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2019

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Vol. 18

633--637

EN

Many governments worldwide are taking advantage of the latest developments in mobile technology to take the digital delivery of government information and services (e-government) to their citizens a stage further. Accessing government information and services via a mobile device is known as m-government, a system designed to serve citizens, companies and government agencies alike. M-government also has unique advantages over e-government, not least enabling users to access government services at any time and from any location. This paper presents a pilot study of the MGAUM model that was developed to analyze factors influencing the adoption rate of m-government services in Saudi Arabia. With the aim of validating a survey instrument with which to conduct the main study in Saudi Arabia, a pilot survey instrument was developed and modified by using previous instruments from research into both e-government and m-government. This pilot questionnaire was distributed to 71 Saudi citizens in the UK, and the final sample was 58 valid responses. The results of this pilot study reveal that all items in the survey instrument were reliable and valid within the range of acceptable academic research and suitable for use in the main study. The results of this pilot study were analyzed using SPSS.