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Towards a conceptual model to evaluate usability of digital government services in Malaysia

Towards a conceptual model to evaluate usability of digital government services in Malaysia
Towards a conceptual model to evaluate usability of digital government services in Malaysia
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 quantitative-deductive 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, Digital government, Quantitative, Usability
2156-5570
313-322
Naswir, Rini Yudesia
49fb883a-723e-4d85-9737-36617e5f0bcf
Maarop, Nurazean
4fcff3a7-459f-45fd-8c6d-ff1fc1dc4a84
Hasan, Mahmudul
84f09237-2031-4c24-aa7d-c9593482bd26
Daud, Salwani
f83a1ab2-4c6f-499c-8130-43950e6dea2d
Samy, Ganthan Narayana
2b1fcf02-791d-44c4-95e4-3158b43a1729
Magalingam, Pritheega
e2038e11-c52c-4124-8ce0-614e638b3c46
Naswir, Rini Yudesia
49fb883a-723e-4d85-9737-36617e5f0bcf
Maarop, Nurazean
4fcff3a7-459f-45fd-8c6d-ff1fc1dc4a84
Hasan, Mahmudul
84f09237-2031-4c24-aa7d-c9593482bd26
Daud, Salwani
f83a1ab2-4c6f-499c-8130-43950e6dea2d
Samy, Ganthan Narayana
2b1fcf02-791d-44c4-95e4-3158b43a1729
Magalingam, Pritheega
e2038e11-c52c-4124-8ce0-614e638b3c46

Naswir, Rini Yudesia, Maarop, Nurazean, Hasan, Mahmudul, Daud, Salwani, Samy, Ganthan Narayana and Magalingam, Pritheega (2019) Towards a conceptual model to evaluate usability of digital government services in Malaysia. International Journal of Advanced Computer Science and Applications, 10 (4), 313-322. (doi:10.14569/ijacsa.2019.0100438).

Record type: Article

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 quantitative-deductive 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.

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More information

Published date: 1 April 2019
Additional Information: Funding Information: We would like to thank Universiti Teknologi Malaysia, Malaysia Administrative Modernisation and Management and Ministry of Education Malaysia under the Vote 17H73 Publisher Copyright: © 2018 The Science and Information (SAI) Organization Limited.
Keywords: Citizen-centric, Digital government, Quantitative, Usability

Identifiers

Local EPrints ID: 472713
URI: http://eprints.soton.ac.uk/id/eprint/472713
ISSN: 2156-5570
PURE UUID: 480fe4b2-72af-4edb-b028-1cb4e9de4dd7
ORCID for Mahmudul Hasan: ORCID iD orcid.org/0000-0002-1186-8564

Catalogue record

Date deposited: 15 Dec 2022 17:42
Last modified: 06 Jun 2024 02:15

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Contributors

Author: Rini Yudesia Naswir
Author: Nurazean Maarop
Author: Mahmudul Hasan ORCID iD
Author: Salwani Daud
Author: Ganthan Narayana Samy
Author: Pritheega Magalingam

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