SNAPSHOT OF E-GOVERNMENT APPLICATIONS ACCEPTANCE AMONG THE URBAN POOR COMMUNITIES AND ITS RELATIONSHIP WITH AGE, GENDER, EDUCATION AND INCOME IN MALAYSIA
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Published:
Dec 30, 2019
Keywords:
age education e-government gender income satisfaction urban communities usage
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Abstract
Many countries, including Malaysia, have implemented e-government applications as part of their efforts to improve the efficiency and accountability of the public authorities. E-government connects government agencies with citizens, who can conduct transactions regardless of their age, gender, education and income, requiring only a device that can access the Internet. The objectives of this paper are twofold: i) to examine the level of usage of e-governments; and ii) to analyse the relationships between age, gender, education, income, level of usage and user (citizen) satisfaction with e-government among selected poor urban communities. Empirical data were collected from four poor urban communities via a survey questionnaire. The findings illustrate that usage is still rather low, and additional effort should, therefore, be made by the relevant agencies to increase usage. Of the ten applications studied, more than 50 percent of the respondents used only one or two applications; these were the applications most relevant to them, such as those from BR1M and the National Registration Department. It was found that education and income significantly influenced e-government usage, while age and gender did not. The results also indicate that a large percentage of users were satisfied with e-government applications, although there were no correlations between age, gender, education, income and satisfaction.
Keywords: age, education, e-government, gender, income, satisfaction, urban communities, usage
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Zhang, H., Xu, X., & Xiao, J. (2014). Diffusion of e-government: A literature review and directions for future directions. Government Information Quarterly, 31 (4), 631-636.
Ahmad, M., & Othman, R. (2006). Implementation of electronic government in Malaysia: The status and potential for better service to the public. Public Sector ICT Management Review, 1(1), 2-10.
Alias, E. S., Idris, S. H. M., Ashaari, N. S., & Kasimin, H. (2011). Evaluating e-government services in Malaysia using the EGOVSAT model. Proceedings of the 2011 International Conference on Electrical Engineering and Informatics (pp. 1-5). IEEE.
Alzahrani, L., Al-Karaghouli, W., & Weerakkody, V. (2017). Analysing the critical factors influencing trust in e-government adoption from citizens’ perspective: A systematic review and a conceptual framework, International business review, 26 (1), 164-175.
Colesca, S. E., & Dobrica, L. (2008). Adoption and use of e-government services: The case of Romania. Journal of applied research and technology, 6 (3), 204-217.
Gauld, R., Goldfinch, S., and Horsburgh, S. (2010). Do they want it? Do they use it? The ‘Demand-Side’of e-Government in Australia and New Zealand. Government Information Quarterly, 27 (2), 177-186.
Horan, T. A., Abhichandani, T., & Rayalu, R. (2006). Assessing user satisfaction of e-government services: development and testing of quality-in-use satisfaction with advanced traveler information systems (ATIS). Proceedings of the 39th Annual Hawaii International Conference on System Sciences (HICSS'06) (Vol. 4, pp. 83b-83b). IEEE.
Jabatan Kemajuan Islam Malaysia (2018). E-Jakim. Retrieved June 19, 2018, from http://www.islam.gov.my/45-e-jakim.
Jabatan Pengangkutan Jalan (2018). Retrieved June 19, 2018, from http://www.jpj.gov.my/
Kementerian Sumber Manusia (2018). jobMalaysia. Retrieved June 19, 2018, from https://www.jobsmalaysia.gov.my/jobsmy/home
Lembaga Hasil Dalam Negeri Malaysia (2017). Bantuan Rakyat 1 Malaysia. Retrieved June 19, 2018, from https://br1m.hasil.gov.my/
Malaysia Digital Economy Corporation (2018). e-Rezeki. Retrieved June 19, 2018, from https://erezeki.my/
My Government (2018). E-Zakat Pay. Retrieved June 19, 2018 from https://www.malaysia.gov.my/public/cms/article/page/545/
Nair, S., & Sagaran, S. (2015). Poverty in Malaysia: Need for a paradigm shift. Institutions and Economies, 7 (3), 95-123.
National Registration Department of Malaysia (2016). Retrieved June 19, 2018, from http://www.jpn.gov.my/en/
Ndou, V. (2004). E–Government for developing countries: opportunities and challenges. The electronic journal of information systems in developing countries, 18 (1), 1-24.
Portal Pembasmian Kemiskinan (2018). e-Kasih. Retrieved June 19, 2018, from https://ekasih.icu.gov.my/Pages/InfoeKasih.aspx.
Ramli, R. M. (2012), Hybrid approach of e-government on malaysian e-government experience. International Journal of Social Science and Humanity, 2 (5), 366-370.
Reddick, C., & Anthopoulos, L. (2014). Interactions with e-government, new digital media and traditional channel choices: citizen-initiated factors. Transforming Government: People, Process and Policy, 8 (3), 398-419.
Sarrayrih, M. A., & Sriram, B. (2015). Major challenges in developing a successful e-government: A review on the Sultanate of Oman. Journal of King Saud University-Computer and Information Sciences, 27(2), 230-235.
Sharma, S. K. (2015). Adoption of e-government services: The role of service quality dimensions and demographic variables. Transforming Government: People, Process and Policy, 9 (2), 207-222.
Sorn-in, K., Tuamsuk, K., and Chaopanon, W. (2015). Factors affecting the development of e-government using a citizen-centric approach. Journal of Science & Technology Policy Management, 6 (3), 206-222.
Suki, N. M., & Ramayah, T. (2010). User acceptance of the e-government services in Malaysia: structural equation modelling approach. Interdisciplinary Journal of Information, Knowledge, and Management, 5(1), 395-413.
United Nation (2012). E-Government for the People (United Nation E-Government Survey). Retrieved from Department of Economic and Social Affairs. New York.
Venkatesh, V., Sykes, T. A., & Venkatraman, S. (2014). Understanding e‐Government portal use in rural India: role of demographic and personality characteristics. Information Systems Journal, 24 (3), 249-269.
Zhang, H., Xu, X., & Xiao, J. (2014). Diffusion of e-government: A literature review and directions for future directions. Government Information Quarterly, 31 (4), 631-636.