An extended conceptual framework to understand information and communication technology-enabled socio-economic development at community level in Bangladesh

Mobile services use and citizen satisfaction in government: integrating social benefits and uses and gratifications theory

Purpose

Citizen satisfaction with the government is a longstanding and continuous concern in public administration. However, past research did not investigate the effect on satisfaction with the government in the context of mobile government (m-government). The purpose of this paper is to evaluate how the social benefits of citizens using m-government affect their satisfaction with the government.

Design/methodology/approach

Grounded in the uses and gratifications theory (UGT), the authors suggest that the satisfaction in m-government should be constructed in terms of the satisfaction with m-government and the satisfaction with the government. The research model of citizen satisfaction in the context of m-government is tested through partial least squares (PLS) (SmartPLS 2.0) based on data collected from a survey study in China.

Findings

The results indicate that the three important social benefits, e.g. convenience, transparency and participation, are positively associated with process gratification, whereas only convenience is positively associated with content gratification. The results suggest that both process gratification and content gratification are positively associated with citizen satisfaction with the government. Furthermore, the research suggests that process and content gratification have a mediating role, whereas compatibility has a moderating role.

Practical implications

This research provides insights to practitioners on how to facilitate citizen satisfaction by increasing citizens’ social benefits and improving process and content gratification.

Originality/value

This study contributes to the literature by offering a framework for analyzing the impact of citizens’ use of m-government on their satisfaction with the government. The work also contributes to UGT by categorizing user gratifications into process gratifications, content gratifications and citizen satisfaction with the government.

Teachers' attitudes towards social media (SM) use in online learning amid the COVID-19 pandemic: the effects of SM use by teachers and religious scholars during physical distancing

The adoption of physical distancing and quarantine amid the COVID-19 pandemic to contain virus spread has left the world with schools' closure. In response, schools have shifted into online learning in developed societies while the developing world struggles to opt for online learning due to limited infrastructure and capacity and religious beliefs, in some communities, that discourage online learning. However, there has been a significant increase in the use of Social Media (SM) observed across developing and developed societies and religious communities amid physical distancing. This study was conducted to explore the possibility of SM use in online learning by exploring teachers' attitudes in relation to the effects of physical distancing and increased SM use, SM knowledge and religious leaders' SM use. In a quantitative investigation method, the researchers used a questionnaire as a primary tool to collect the data from 252 teachers of both public and private schools. Partial Least Square Structural Modeling (PLS-SEM) was used as an analysis method to assess and measure the proposed model. The findings are significant to inform how physical distancing amid the pandemic has influenced teachers' attitudes to opt for social media use in online learning. The findings have implications for teachers worldwide, particularly in developing countries, to switch to online learning using SM under challenging situations like the COVID-19 pandemic.

Does ICT maturity catalyse economic development? Evidence from a panel data estimation approach in OECD countries

To date, definitions of information and communication technology (ICT) development used in quantitative studies on the relationship between economic development and ICT are incomplete and often based on single indicators. Thus, this study investigates the link between ICT maturity and economic development in the Organisation of Economic Cooperation and Development (OECD) countries. A novel composite index of ICT maturity that includes previously neglected dimensions of ICT maturity, such as affordability and quality of internet connectivity, is utilised. The baseline estimations using the feasible generalised least squares indicate that ICT maturity is associated with an increase in economic development by 1%-3.8% in OECD countries. These findings have been cross-validated by applying the generalised method of moments estimation. Results imply that the holistic development of ICT, including infrastructure, skills, and affordability, can augment economic development.

The impact of social media on the performance of microfinance institutions in developing countries: a quantitative approach

Purpose

Over the last few decades, microfinance industry is argued to have played a constructive role in alleviating poverty level and providing the underprivileged with access to financial services. Statistics from the World Bank reveal that, currently, only 4% of the underprivileged have been served out of the 3 billion+ potential clients. Such results are due to several claims, particularly the operational and financial challenges faced by microfinance institutions (MFIs) in the constant flux inviting more attentions towards its performance. While explicit attention is given by many researchers towards mobile banking and information and communication technology (ICT) in improving the MFIs’ performance, the study on how social media, as a rapidly growing online phenomenon, can impact on the MFIs’ performance remains scarce. As such, this study aims to investigate this impact based on four dimensional performance indicators: efficiency, financial sustainability, portfolio quality and outreach.

Design/methodology/approach

A model is proposed and tested to ascertain the relationship between social media applications and organisational performance. In so doing, web-based questionnaires have been used to collect data from MFI employees in developing countries. Results reveal a significant influence of the social media over the MFIs’ performance, offering valuable insights into both researchers and practitioners in the domain of microfinance, as well as social media—conforming that the adoption of social media as marketing, advertising and communication tools may significantly improve the MFIs’ performance.

Findings

The results demonstrate that there is a positive and significant impact of social media use within microfinance on the key indicators of MFIs. They also show that the highest impact of social media usage within the microfinance is on the portfolio quality. In addition, it was found that marketing and advertising; communication and sales and distribution are the main areas where social media is able to support while social networking websites are the most popular platforms employed in MFIs.

Originality/value

This study adds to the existing literature few theoretical and practical aspects. First, this study developed a model for assessing the value of social media as a new phenomenon within this type of organisation. Second, it offers microfinance sponsors, managers and policy makers with a frame of reference to understand what social media platform can be deployed for each purpose. Third, with the identification of the main MFIs’ performance indicators, this research provided a reference of performance measurement guide for microfinance industry when assessing different technological employment.

Key challenges to digital financial services in emerging economies: the Indian context

Purpose

Digital financial services (DFS) have substantial prospect to offer a number of reasonable, appropriate and secure banking services to the underprivileged in developing countries through pioneering technologies such as mobile phone based solutions, digital platforms and electronic money models. DFS allow unbanked people to obtain access to financial services through digital technologies. However, DFS face tough challenges of adoption. Realising this, the purpose of this paper is to identify such challenges and develop a framework.

Design/methodology/approach

The authors developed a framework of challenges by utilising interpretive structural modelling (ISM) and fuzzy MICMAC approach. The authors explored 18 such unique set of challenges culled from the literature and further gathered data from two sets of expert professionals. In the first phase, the authors gathered data from 29 professionals followed by 18 professionals in the second phase. All were pursuing Executive MBA programme from a metropolitan city in South India. The implementation of ISM and fuzzy MICMAC provided a precise set of driving, linkage and dependent variables that were used to derive a framework.

Findings

ISM model is split in eight different levels. The bottom level consists of a key driving challenge V11 (i.e. high cost and low return related problem), whereas the topmost level consists of two highly dependent challenges namely V1 (i.e. risk of using digital services) and V14 (i.e. lack of trust). The prescribed ISM model shows the involvement of “high cost and low return related problem (V11)”, which triggers further challenges of DFS.

Originality/value

None of the existing research has explored key challenges to DFS in detail nor formulated a framework for such challenges. To the best of the authors’ knowledge, this is the first paper on DFS that attempts to collate its challenges and incorporate them in a hierarchical model using ISM and further divide them into four categories of factors using fuzzy MICMAC analysis.