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In today’s world, the use of mobile communication devices, especially smartphones, has become a matter of necessity. The services available online include travel booking, banking, and shopping, and also government services. Mobile Government (mGovernment) is quickly becoming a useful tool in civic administration. However, there is a considerable discrepancy between the reality of the user interaction experience of mGovernment and the original vision and intended goal of the application. Research on this group of interactive systems has yielded important findings on the user’s ability to interact with these systems, yet additional studies are needed that focus on the exact nature of user interactivity and user experience. This paper examines the key interactive features of the online services provided to Saudi residents and citizens by the Saudi Arabian Ministry of Foreign Affairs (MOFA) mGovernment. This paper follows a qualitative experimental approach and employs meta-analysis and multi-criteria decision analysis. It identifies the key attribute of the interactive service features of the mGovernment application based on interactive user experience. It is found that the task accomplishment of the MOFA mGovernment application constitutes the most important criterion of interaction.

The Key Service Feature of M-Government Based on Interactive User Experiences