Factors Influencing Intention to Use e-Government Services Among Citizens in Malaysia

Factors Influencing Intention to Use e-Government Services Among Citizens in Malaysia

Ooh Kim Lean (Universiti Sains Malaysia, Malaysia), Suhaiza Zailani (Universiti Sains Malaysia, Malaysia), T. Ramayah (Universiti Sains Malaysia, Malaysia) and Yudi Fernando (Universiti Sains Malaysia, Malaysia)
Copyright: © 2010 |Pages: 26
DOI: 10.4018/978-1-61520-931-6.ch019
OnDemand PDF Download:


With the liberalization and globalization, Internet has been used as a medium of transaction in almost all aspects of human living. This study is investigating the factors that influencing the intention to use e-government service among Malaysians. This study integrates constructs from the models of Technology Acceptance Model (TAM), Diffusion of Innovation (DOI) which been moderated by culture factor and trust model with five dimensions. Structured questionnaire was used to collect data from 195 respondents. The result of the analysis showed that trust, perceived usefulness, perceived ease of use, compatibility, perceived relative advantage and perceived image respectively has a direct positive significant relationship towards intention to use e-government service and perceived complexity has a significant negative relationship towards intention to use e-government service. While perceived strength of online privacy protection and perceived strength of data integrity have a positive impact on a citizen’s trust to use e-government service. However, the uncertainty avoidance (moderating factor) used in the study has no significant effect on the relationship between the innovation factors (compatibility, complexity, relative advantage and image) and intention to use e-government service. Finally in comparing the explanatory power of the entire intention based model (TAM, DOI and Trust) with the studied model, it has been found that the DOI model has a better explanatory power.
Chapter Preview


As one of the strategies to achieve Vision 2020, Multimedia Super Corridor (MSC) has been introduced to accelerate Malaysia’s entry into Information Age (Muhamad Rais & Nazariah, 2003). The services provided through the website are the Government's proactive way to help enhance the public delivery system. Electronic Government (e-Government) was initiated in Malaysia on 24 February 2004. The Vision of e-Government is to transform administrative process and service delivery through the use of IT and multimedia. E-Government is an initiative aimed at reinventing how the Government works and to improve the quality of interactions with citizens and businesses through improved connectivity, better access, furnishes high quality services and better processes and systems.

The Malaysian government has launched a website to collate all the services provided under one roof or portal rather than having separate website for respective services provided (www.gov.my) could be described as one-stop source of Malaysian government information and services for the citizens. The digital government plays an important role to provide public service a fast, easy and with integrity information at a click. For instance, E-Syariah portal plans to allow teleconferencing and mediation via the internet to upgrading the service level and will be able to bring down the current number of backlog cases at the Syariah court (The Star, 19 Apr 2007). Through the portal, public will be able to file suit or affidavits online, get mention date for a hearing and follow up on the status of their cases without having to step foot into the hallowed halls. Under the application of Electronic Labor Exchange (ELX) designed exclusively to Malaysians only, it provides free online services to help match potential employers with jobseekers. The website lists down 395 online services of ministries, departments and agencies and 3,300 Government forms can be downloaded for free.

The Malaysian Administrative Modernization and Management Planning Unit (MAMPU) is promoting the use of e-Government among the public. Among the online services provided under the website include zakat, loan and quit rent payments, application to update mailing address with the Employees Provident Fund, application to the Museum Department to extend the archaeological search license and to apply for foreign workers with the Immigration Department. There are also “Quick Links” direct to the Government machinery, directory, tenders, job vacancies, public complaints and even to get information on the weather. Information pertaining to taxation, health, education, legal and family such as pregnancy, adoption and even marriage issues, are just a click of the mouse away (The Star, 27 March 2007).

From a technological perspective, e-Government is the use of information and telecommunication (ICT) and multimedia technologies to improve the access to and delivery of government’s services to benefit all citizens individually, businesses or organizations. E-Government is the application of ICT and multimedia technologies to transform the efficiency, effectiveness, transparency and accountability of informational and transactional exchanges between the government and the citizens. Generally, e-Government portal will be the one-stop gateway to administrative and commercial services.

Complete Chapter List

Search this Book:
Editorial Advisory Board
Table of Contents
Chapter 1
Paul T. Jaeger, John Carlo Bertot
The effectiveness of user interactions and engagement with e-government hinges on the extent to which the information and services being offered are... Sample PDF
Designing, Implementing, and Evaluating User-centered and Citizen-centered E-government
Chapter 2
Pieter Verdegem, Laurence Hauttekeete
E-government is given a central role in the modernization debate of the public sector. Despite large-scale investments the electronic public... Sample PDF
A User-Centric Approach in E-Government Policies: The Path to Effectiveness?
Chapter 3
Tong-yi Huang, Chung-pin Lee
Since the early 1990s, the trend of e-government has attracted scholarly attention to the issue of how governments apply the information and... Sample PDF
Evaluating the Impact of E-government on Citizens: Cost-Benefit Analysis
Chapter 4
Ronnie Park
This chapter examines the effectiveness of delivering e-government services in terms of how citizens value the service and how e-government has... Sample PDF
Effectiveness of E-government in Delivering Services
Chapter 5
Panos Fitsilis, Leonidas Anthopoulos, Vassilis C. Gerogiannis
E-government progress is being evaluated by multiple surveys, carried out by international and supranational organizations national observatories... Sample PDF
An Evaluation Framework for E-Government Projects
Chapter 6
Michael J. Jensen
Local government websites are the primary place citizens interact with their local governments online. This research presents qualitative and... Sample PDF
Images of Citizenship: A Content Analysis of Local Government Websites in the United States
Chapter 7
Ari-Veikko Anttiroiko
This chapter provides a brief introduction to Web 2.0 and its gradual adoption in public services and governance. Web 2.0 refers to the second... Sample PDF
Innovation in Democratic E-Governance: Benefitting from Web 2.0 Applications in the Public Sector
Chapter 8
Josep Lluis de la Rosa, Mercè Rovira, Martin Beer, Miquel Montaner, Denisa Gibovic
Public Authorities have increasing difficulties in providing timely and accurate information in response to the wide variety of citizens’ enquiries... Sample PDF
Reducing the Administrative Burden by Online Information and Referral Services
Chapter 9
Maria del Carmen Caba Pérez, Manuel Pedro Rodríguez Bolívar, Antonio Manuel López Hernández
Information and Communication Technologies (ICTs) have become an important tool to be used in order to meet NPM objectives in public... Sample PDF
Transparency and E-government in developing countries: The Case of Latin-American Municipalities
Chapter 10
Marvine Hamner, Doaa Taha, Salah Brahimi
Even today only modest gains have been made since the implementation of E-Government. A veritable plethora of human factors affect the success, or... Sample PDF
Human Factors in Implementing E-Government in Developing Countries
Chapter 11
Ross Wolf, Ronnie Korosec
E-government involves governments at all levels using advanced technology and communication tools to provide services, allow for transactions, and... Sample PDF
E-Government, Security, and Cyber-privacy: Individual Rights versus Government Responsibility
Chapter 12
J. Mitchell Miller, George E. Higgins, Kristina M. Lopez
Cybercrime has exponentially increased in recent years as an unavoidable byproduct of greater internet use, generally, and presents a wide range of... Sample PDF
Considering the Role of E-government in Cybercrime Awareness and Prevention: Toward A Theoretical Research Program for the 21st Century
Chapter 13
Ruth Halperin, James Backhouse
This chapter explores citizens’ perceptions of information risks inherent in the move towards eGovernment that deploy identity management systems... Sample PDF
Citizen Centric or Government Centric?: Perceptions of Risk in New Identity Management Systems
Chapter 14
Willem Pieterson
The arrival of the electronic channels in the 1990s has had a huge impact on governmental service delivery. The new channels have led to many new... Sample PDF
Citizens and Service Channels: Channel Choice and Channel Management Implications
Chapter 15
Christopher G. Reddick
This chapter examines the role that e-government has over citizens’ lives when they initiate contact with their government. It also compares the... Sample PDF
Comparing Citizens' Use of e-Government to Alternative Service Channels
Chapter 16
Janice Warner, Soon Ae Chun
The amount of data, documents and services provided by the US government and all its agencies is overwhelming for citizens as well as employees of... Sample PDF
Social Tagging to Search and Recommend Government Information
Chapter 17
Mark K. Cassell, John Hoornbeek
Some literature on E-government has envisioned that the internet would foster a linear progression toward new, productive, and more democratic... Sample PDF
Engaging Citizens on the Internet: An Assessment of Local Governments in Ohio
Chapter 18
Maniam Kaliannan, Murali Raman, Magiswary Dorasamy
Introduction of Electronic Government (e-Government) is seen as a tool to improve government service delivery to external and internal clients for... Sample PDF
Assessing e-Government Services: The Case of e-Filing of Personal Income Tax in Malaysia
Chapter 19
Ooh Kim Lean, Suhaiza Zailani, T. Ramayah, Yudi Fernando
With the liberalization and globalization, Internet has been used as a medium of transaction in almost all aspects of human living. This study is... Sample PDF
Factors Influencing Intention to Use e-Government Services Among Citizens in Malaysia
Chapter 20
Xia Li Lollar
The goal of this chapter is to examine the e-government development in China and its political impact on the communist countries’ transition to... Sample PDF
Assessing China's E-government and Its Impact on Government and Citizen Relationship
Chapter 21
Lung-Teng Hu, Don-Yun Chen, Kuan-Chiu Tseng
“Why do citizens not use government e-services when they are provided?” This is a question always bothering academics and practitioners of... Sample PDF
Exploring Citizens' Visions of 2020 E-government in Taiwan : Results from a 2008 Scenario Workshop
Chapter 22
Shang-Ching Yeh, Pin-Yu Chu
Do e-government services meet citizens’ needs? This chapter examines the performance of e-government services from a citizen-centric perspective.... Sample PDF
Evaluation of E-government Services: A Citizen-Centric Approach to Citizen E-Complaint Services
Chapter 23
Peter Shackleton
The early moves to e-Government in Australia were prompted by factors such as government reform, the need to reduce costs and the desire to improve... Sample PDF
Engaging Citizens Through Local e-Government: An Australian Experience
Chapter 24
Sudha Arlikatti, David Wachira, Sarah Gregory
‘Community policing’, a major reform in policing, broadens the police mandate beyond the traditional focus of fighting crime to addressing community... Sample PDF
Community Policing in India: Transparency through E-Governance
About the Contributors