Title: How perceived justice affects total user satisfaction: applying service recovery perspective

Authors: Ibrahim Almarashdeh

Addresses: Department of Management Information Systems, College of Applied Studies and Community Service, Imam Abdulrahman Bin Faisal University, Saudi Arabia

Abstract: Ensuring user satisfaction is important to maintain user relation with a service provider and it must be measured at all times and in every stage in the application development. Previous studies focused on user satisfaction as one dimension only. To fill this gap, this study developed a research model called total user satisfaction model (TUS), including the important factors to measure user satisfaction in mobile service in general and in mobile government services in particular. The model includes multi-dimensional user satisfaction (service quality satisfaction, information quality satisfaction, recovery satisfaction and total user satisfaction). Also, elements of perceived justice dimension were used as independent variables. The results indicate that all proposed hypotheses are supported. The highest effect on total user satisfaction is information quality satisfaction. The future research could extend the major factors used in this study by using perceived trust in technology and perceived risk as predictors of user satisfaction.

Keywords: service quality satisfaction; recovery satisfaction; total user satisfaction; TUS; distributive justice; mobile government.

DOI: 10.1504/EG.2021.115996

Electronic Government, an International Journal, 2021 Vol.17 No.3, pp.354 - 373

Accepted: 04 May 2020
Published online: 21 Apr 2021 *

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