Reformation of public service to meet citizens’ needs as customers: Evaluating SMS as an alternative service delivery channel

Citizens of different countries are now experiencing a newly invented service delivery channel to receive service from government portals. This study addresses whether a service delivery channel, based on mobile phones and provided through a short messaging service can be included in public administration to meet citizen requirements. The study further examines what factors are important to develop citizen perceptions of high value and effectiveness of this new service delivery channel. It also attempts to identify if culture has any effect on developing a positive attitude toward this service delivery channel. This study, through an empirical investigation among citizens in three countries - the USA, India, and Bangladesh, has identified that citizens are quite satisfied with this new service delivery…