Reformation of public service to meet citizens’ needs as customers: Evaluating SMS as an alternative service delivery channel
作者：
Highlights：
• Users are satisfied with mobile SMS to receive service from government portals.
• The key to success in delivering service to citizens is to appropriately segment the market.
• There are several factors to consider as key to effective segmentation for target population.
• The design and strategies for initiating this service delivery channel are culture bound.
• A generalized design might not be successful for all countries.
摘要
•Users are satisfied with mobile SMS to receive service from government portals.•The key to success in delivering service to citizens is to appropriately segment the market.•There are several factors to consider as key to effective segmentation for target population.•The design and strategies for initiating this service delivery channel are culture bound.•A generalized design might not be successful for all countries.
论文关键词：SMS (short messaging service) and service delivery channel,New public management (NPM),Public administration reformation,Citizen perception of public service,Effective service delivery channel
论文评审过程：Received 17 July 2015, Revised 29 February 2016, Accepted 1 March 2016, Available online 21 March 2016, Version of Record 21 March 2016.
论文官网地址：https://doi.org/10.1016/j.chb.2016.03.002
