A Quality-Focused Evaluation Framework of Customer Satisfaction for Mobile Services Application: A Case Study from Jordan

Abstract

This study introduces a novel evaluation framework designed to assess customer satisfaction with the Jordanian SANAD mobile government application, bridging critical gaps in existing research. The framework is grounded in three key quality aspects derived from the literature and validated by domain experts: performance quality, content quality, and design quality. Each aspect includes specific factors for evaluating customer satisfaction with the SANAD application. The performance quality aspect assesses reliability, ease of use, navigation, and gestural design, while content quality focuses on the accuracy of goal descriptions, information quality, quantity, and credibility. Design quality, the third aspect, considers layout, graphics, visual appeal, and customization options. Through a comprehensive survey of 163 respondents, this framework's effectiveness is quantitatively demonstrated by examining the relationship between these aspects and customer satisfaction metrics. This research is particularly valuable for government agencies and application developers, offering a structured, user-centric approach to improve mobile government applications. By optimizing customer satisfaction, this framework aims to drive the adoption and effectiveness of mobile government services in Jordan, with potential applicability to similar global initiatives. This study contributes a scalable, practical model for evaluating and enhancing mobile government applications, making it a valuable resource for future advancements in mobile e-governance.