Towards a Conceptual Model to Evaluate usability of Digital Government Services in Malaysia

Abstract

The Malaysian government is committed to provide comprehensive digital government services and it is reflected in some policies and strategic plans such as 11th Malaysia Plan 2016-2020 (RMKe-11) for digital government transformation. However, though most of the Malaysia government services are online yet they are still inadequate and the majority of users are unhappy with the current services. Usability is a critical aspect in the success of digital government. Thus, this research aims to develop and validate a usability conceptual model of digital government services in Malaysia context to identify key factors that influence the perceived usability that assists to encourage usage and satisfaction of digital government services. This research has applied quantitativedeductive approach and employed PLS-SEM analysis. Empirical results indicate that Effectiveness, Efficiency, Learnability, Satisfaction, Usefulness, and Citizen Centric are key factors of perceived usability of digital government services. The evaluation of the proposed conceptual model yielded that three of the six factors which are Effectiveness, Satisfaction, and Citizen Centric have significant positive influence on perceived usability of digital government in Malaysia context.

Citizen-Centric Public Service Satisfaction During Pandemic Outbreak: A Measurement Model

“…Criteria such as efficiency, responsiveness, accountability, continuous improvement of its control, honesty, promotion of justice, and inclusive policymaking are required. Following similar trend, numerous of factors have been listed by past scholars that influence the public service satisfaction such as openness and responsiveness (Black & La Venture, 2018;Kamaruddin & MdNoor, 2017), participation and transparency (Kamaruddin & MdNoor, 2017), effectiveness and efficiency (Reddick et al, 2017;Sanka et al, 2019), learnability (Reddick et al (2017), usefulness (Naswir et al, 2019; Sá nchez-Teba & Bermúdez-Gonzá lez, 2019) and perceived usability of government services (Naswir et al, 2019). However, at the moment, little is known how those factors play significant role in assisting government strategies in providing citizen-centric public service satisfaction.…”

“…According to the Organisation for Economic Cooperation and Development (OECD, 2019), government able to achieve citizen-centric approach for policy making and service delivery Journal of Public Administration and Governance ISSN 2161-7104 2020 through coordination between agencies and make use of using user preference data, being transparent and allowing for more active involvement among stakeholders and producing right policy and expenditure choices towards responding to the citizen needs. On the other hand, Naswir et al (2019) have empirically found that effectiveness, efficiency, learnability, satisfaction, usefulness, and citizen centric are key factors of perceived usability of government services. Similarly, Sanka et al (2019) revealed that by providing smart, citizen centric, ethical, efficient and effective governance help to directly produce transformational impact onto the government services, whilst assist indirectly the citizen through transparency, accountability, convenience and friendliness.…”

“…On the other hand, the scholars view that most of the citizen-centric studies have been heavily focuses on e-government/e-governance services (Agbozo & Spassov, 2018;Das & Mishra, 2018;Jun et al, 2018;Kyakulumbye et al, 2019;Malchenko & Smirnova, 2019;Misra et al, 2018;Naswir et al, 2019;Sá nchez-Teba & Bermúdez-Gonzá lez, 2019;Sanka et al, 2019;Sepasgozar et al, 2019;Sneiders et al, 2018). Yet, little is known about centric-centric approach being measure upon citizen satisfaction.…”

An Extended Consistent Fuzzy Preference Relation to Evaluating Website Usability

“…Current usability measurement methods do not yet have the right uniformity and agreement on standards in software [1], [2]. One measure for websites usability is the sum of products between the weights of the criteria and the value of each of the criteria [3]- [5].…”

Citizen-Centric Strategies During Crisis Outbreak: An Overview

“….1. Conceptual model of citizen-centric strategies during crisis Sources: Kumar (2019),Kamaruddin and MdNoor (2017) andNaswir et al (2019) a. Transparency…”