Towards e-Government: End-User Satisfaction with IT Implementation at Royal Malaysian Customs

Abstract

This paper examines the extent of end-user satisfaction on the service delivery process by the Royal Malaysian Customs (RMC) as the agency moves toward implementing electronic government (e-government) initiatives. The RMC has in fact been identi¯ed as one of the prominent and technology-pioneering government agencies in the country and therefore suitable for delivering electronic public services. Data were collected in mid-2009 from two types of customers, i.e., internal (Customs o±cers) and external (forwarding agents, importers, and bonded warehouse licensees) who use the Customs Information Systems (CIS) C8 form for transshipment of goods. Overall, the¯ndings suggest that both types of customers are either indecisive and/or doubtful with the performance of the CIS. These¯ndings are then extended to the broader context of information technology. It is of paramount importance that the RMC takes appropriate measures to satisfy both its internal and external customers by provision of improving its service delivery process through its CIS to produce desirable results.

A systematic literature review on the effect of information systems on the performance of government officials

“…The government recognizes IT as a catalyst for egovernment initiatives, fostering convenience, accessibility, efficiency, transparency, and accountability. This responsiveness to citizen needs through a more effective service delivery system has been acknowledged (Bakar et al, 2014). Numerous government agencies, both public and private, have integrated IT into their daily operations, as evidenced by articles from Malaysia (Bakar et al, 2014), Turkey (Engin and Gurses, 2019), Africa (Macharia et al, 2015), and Spain (Muñoz et al, 2018).…”

“…This responsiveness to citizen needs through a more effective service delivery system has been acknowledged (Bakar et al, 2014). Numerous government agencies, both public and private, have integrated IT into their daily operations, as evidenced by articles from Malaysia (Bakar et al, 2014), Turkey (Engin and Gurses, 2019), Africa (Macharia et al, 2015), and Spain (Muñoz et al, 2018). Adopting IT in routine work processes enables these entities to excel and streamline their operations, reducing the frequency of repetitive tasks (Jauhari et al, 2020).…”

“…Enhancing their skill sets becomes imperative to ensure that employees remain competitive in handling IT development and use. Research conducted by the Royal Malaysian Customs (RMC) on the use of the Customs Information System (CIS) underscores the need for enhanced employee training, particularly in response to a limited understanding of the CIS among RMC officers and customers (Bakar et al, 2014).…”