Continuous Use and Extended Use of E-Government Portals in Malaysia

Yap, Ching Seng; Ahmad, Robiah; Newaz, Farhana Tahmida; Mason, Cordelia

doi:10.1080/01900692.2020.1759626

Cited by 11 publications

(6 citation statements)

References 38 publications

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“…Studies on e-government and public leadership appear to provide more consistent evidence of the positive impact on citizen satisfaction (e.g., Gollagari et al, 2023; Greasley & John, 2010; Mishra, 2021, 2022; Mishra & Geleta, 2020; Yap et al, 2021). While examining e-government, scholars analyze the specific dimensions of e-government such as its reliability in executing public services, its responsiveness to citizens’ queries, and its inclusivity in encouraging citizens’ participation (Ma & Zheng, 2019; Mishra & Geleta, 2020; Yap et al, 2021). Likewise, scholars have examined various forms of leadership, including ethical leadership, transformational leadership, and political leadership positions (Gollagari et al, 2023; Greasley & John, 2010; Mishra, 2021).…”

Section: Resultsmentioning

confidence: 99%

“…Another widely investigated consequence of citizen satisfaction is citizen participation (40%), reflecting the substantial attention given to understanding how citizen satisfaction translates into different forms of civic involvement. Specifically, citizen participation can be delineated as citizen participation in governance (Oh et al, 2022; Vigoda-Gadot, 2007; Wong et al, 2011), co-production in public service delivery (Mok, 2020), voice-oriented actions such as complaints and political efficacy (Dowding & John, 2011; Van Ryzin, 2004; Vigoda-Gadot, 2007; Wong et al, 2011), continuous service use (Yap et al, 2021), and exit strategies such as shifting to other organizations or relocation (Dowding & John, 2011; Van Ryzin, 2004; Van Ryzin & Immerwahr, 2004; Van Ryzin et al, 2004). According to Hirschman's (1970) exit, voice, and loyalty framework, a dissatisfied individual can either opt to exit from the service, an economic action or voice their happiness, a political act (Gofen, 2012).…”

Section: Resultsmentioning

confidence: 99%

“…Grounded in this theory, scholars have analyzed citizens’ behavioral responses to their satisfaction level, primarily focusing on their exit and voice reactions (Dowding & John, 2011; Van Ryzin, 2004; Van Ryzin & Immerwahr, 2004; Van Ryzin et al, 2004). Across various settings, scholars have observed that more satisfied citizens are less likely to complain or relocate and are more inclined to coproduce and consume the services (Dowding & John, 2011; Mok, 2020; Van Ryzin & Immerwahr, 2004; Van Ryzin et al, 2004; Wong et al, 2011; Yap et al, 2021).…”

Section: Resultsmentioning

confidence: 99%

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Citizen Satisfaction Research in Public Administration: A Systematic Literature Review and Future Research Agenda

Kim,

Rho,

Teo

2024

The American Review of Public Administration

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This study presents a systematic review of the 122 studies on citizen satisfaction in the field of public administration. The research aims to identify the current state of knowledge on citizen satisfaction by drawing on existing empirical results and conceptual arguments, highlighting research gaps, and developing a heuristic framework to guide future research. Based on a literature search of 12 major public administration journals, our findings indicate that citizen satisfaction has gained significant academic attention as a performance measure to monitor and assess public service delivery, particularly at the local level. Despite substantial scrutiny in diverse research contexts, quantitative studies still predominate, mainly using secondary survey data in their research. Furthermore, we observed an absence of an agreed-upon definition for citizen satisfaction and an over-emphasis on the expectancy-disconfirmation model to explain the satisfaction process, highlighting the need for scholars to move beyond the performance-expectation dyad. While reviewing a set of environmental, organizational, and individual-level antecedents and outcomes, we noticed few scholars have considered the effects of moderating variables on citizen satisfaction. As such, our paper concludes by identifying a few underexplored research themes that could facilitate knowledge-building regarding citizen satisfaction.

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Section: Resultsmentioning

confidence: 99%

Section: Resultsmentioning

confidence: 99%

Section: Resultsmentioning

confidence: 99%

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Citizen Satisfaction Research in Public Administration: A Systematic Literature Review and Future Research Agenda

Kim,

Rho,

Teo

2024

The American Review of Public Administration

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“…The potential sample respondents for the survey were identified from Facebook groups of university alumni and students using convenience sampling method. Yap et al (2021) also adopted this method while assessing user satisfaction with the services provided by e-government portals in Malaysia. For this current study, several Facebook groups were targeted to identify prospective respondents for the online survey such as University of Dhaka (approx.…”

Section: Methodsmentioning

confidence: 99%

Assessing information quality of Bangladesh e-government websites

Elahi

Ahmed

2023

PMM

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PurposeThe purpose of this paper is to assess the information quality of e-government websites by university-education citizens of Bangladesh. It also investigated citizens' demographic and Internet related variables associated with perceived information quality ratings and the validity of the underlying factor structure of information quality dimensions.Design/methodology/approachAn online survey was conducted to assess information quality of e-government websites among a sample of university-educated citizens in Bangladesh. Descriptive statistics were obtained to examine respondents' ratings on information quality of these websites on a five-point Likert scale. A multiple linear regression model was applied to determine the effect of demographic and Internet use variables associated with information quality ratings on e-government websites. Finally, a confirmatory factor analysis (CFA) was performed to determine the underlying factor structure of information quality dimensions.FindingsThe findings revealed that the ratings on most information quality items were close to 4.00 on a five-point scale, indicating a generally high information quality of Bangladesh e-government websites. Out of 20 information quality dimensions, value-added and authority were the two top-rated information quality dimensions while security, completeness, reliability, advertisement, relevance and ease of use were the least rated dimensions. The results of multiple regression suggested that gender, age and the device used for accessing the Internet were significantly associated with information quality of e-government websites. The CFA results indicated that information quality dimensions corroborate the factor structure of information quality dimensions used in earlier studies, although the model fit statistics were not fully validated.Research limitations/implicationsThe focus of this study was confined to university-educated citizens in Bangladesh. Therefore, the results of this study may not be generalized to other demographic groups in Bangladesh or elsewhere.Practical implicationsThis paper can provide guidelines for developing high-quality, informative and citizen-centric e-government websites and suggest ways on how these websites can be evaluated for information quality.Originality/valueThis study is the first to examine the information quality of e-government websites from the citizens' perspective in Bangladesh. The findings of this paper can assist responsible government agencies in making the websites more informative and useful for a diverse group of users.

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“…Li & Shang, 2020). According to e-government research, user satisfaction and continuance intention using e-government services are strongly correlated (Mirkovski et al, 2023;Yap et al, 2021). Considering India's digitalization efforts and its current position in the e-government index, it becomes crucial to examine Indians' continuance intention to use e-government systems.…”

Section: Continuance Use Intentionmentioning

confidence: 99%

Impact of User Satisfaction With E-Government Services on Continuance Use Intention and Citizen Trust Using TAM-ISSM Framework

Kala,

Shanker Chaubey,

Kumar Meet

et al. 2024

IJIKM

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Aim/Purpose: This study investigates the drivers of user satisfaction in e-government services and its influence on continued use intention and citizen trust in government. It employs the integration of the Technology Acceptance Model (TAM) and the Information System Success Model (ISSM). Background: Electronic government, transforming citizen-state interactions, has gained momentum worldwide, including in India, where the aim is to leverage technology to improve citizen services, streamline administration, and engage the public. While prior research has explored factors influencing citizen satisfaction with e-government services globally, this area of study has been relatively unexplored in India, particularly in the post-COVID era. Challenges to widespread e-government adoption in India include a large and diverse population, limited digital infrastructure in rural areas, low digital literacy, and weak data protection regulations. Additionally, global declines in citizen trust, attributed to economic concerns, corruption, and information disclosures, further complicate the scenario. This study seeks to investigate the influence of various factors on user satisfaction and continuance usage of e-government services in India. It also aims to understand how these services contribute to building citizens’ trust in government. Methodology: The data were collected by utilizing survey items on drivers of e-government services, user satisfaction, citizen trust, and continuance use intention derived from existing literature on information systems and e-government. Responses from 501 Indian participants, collected using an online questionnaire, were analyzed using PLS-SEM. Contribution: This study makes a dual contribution to the e-government domain. First, it introduces a comprehensive research model that examines factors influencing users’ satisfaction and continuance intention with e-government services. The proposed model integrates the TAM and ISSM. Combining these models allows for a comprehensive examination of e-government satisfaction and continued intention. By analyzing the impact of user satisfaction on continuance intention and citizen trust through an integrated model, researchers and practitioners gain insights into the complex dynamics involved. Second, the study uncovers the effects of residential status on user satisfaction, trust, and continuance intention regarding e-government services. Findings reveal disparities in the influence of system and service quality on user satisfaction across different user segments. Researchers and policymakers should consider these insights when designing e-government services to ensure user satisfaction, continuance intention, and the building of citizen trust. Findings: The findings indicate that the quality of information, service, system, and perceived usefulness play important roles in user satisfaction with e-government services. All hypothesized paths were significant, except for perceived ease of use. Furthermore, the study highlights that user satisfaction significantly impacts citizen trust and continuance use intention. Recommendations for Practitioners: The findings suggest that government authorities should focus on delivering accurate, comprehensive, and timely information in a secure, glitch-free, and user-friendly digital environment. Implementing an interactive and accessible interface, ensuring compatibility across devices, and implementing swift query resolution mechanisms collectively contribute to improving users’ satisfaction. Conducting awareness and training initiatives, providing 24×7 access to online tutorials, helpdesks, technical support, clear FAQs, and integrating AI-driven customer service support can further ensure a seamless user experience. Government institutions should leverage social influence, community engagement, and social media campaigns to enhance user trust. Promotional campaigns, incentive programs, endorsements, and user testimonials should be used to improve users’ satisfaction and continuance intention. Recommendation for Researchers: An integrated model combining TAM and ISSM offers a robust approach for thoroughly analyzing the diverse factors influencing user satisfaction and continuance intention in the evolving digitalization landscape of e-government services. This expansion, aligning with ISSM’s perspective, enhances the literature by demonstrating how user satisfaction impacts continuance usage intention and citizen trust in e-government services in India and other emerging economies. Impact on Society: Examining the factors influencing user satisfaction and continuance intention in e-government services and their subsequent impact on citizen trust carries significant societal implications. The findings can contribute to the establishment of transparent and accountable governance practices, fostering a stronger connection between governments and their citizens. Future Research: There are several promising avenues to explore to enhance future research. Expanding the scope by incorporating a larger sample size could enable a more thorough analysis. Alternatively, delving into the performance of specific e-government services would offer greater precision, considering that this study treats e-government services generically. Additionally, incorporating in-depth interviews and longitudinal studies would yield a more comprehensive understanding of the dynamic evolution of digitalization.

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Continuous Use and Extended Use of E-Government Portals in Malaysia

Cited by 11 publications

References 38 publications

Citizen Satisfaction Research in Public Administration: A Systematic Literature Review and Future Research Agenda

Citizen Satisfaction Research in Public Administration: A Systematic Literature Review and Future Research Agenda

Assessing information quality of Bangladesh e-government websites

Impact of User Satisfaction With E-Government Services on Continuance Use Intention and Citizen Trust Using TAM-ISSM Framework

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