Siti Hajar Mohd Idris

Evaluating e-government services in Malaysia using the EGOVSAT model

Electronic Government (e-Government) is an initiative to deliver services to citizens, businesses and government agencies. It enables citizen to access information and government services by using the Internet and other computer resources. Its implementation has improved the efficiency of governance and government services in Malaysia. However, studies have shown that the adoption of E-Government is still low among Malaysians. Using the EGOVSAT Model, this paper aims to evaluate user satisfaction of e-Government services in Malaysia and identify its significant predictors. The satisfaction model consists of five main constructs which include utility, reliability, efficiency, customization and flexibility. To measure the level of user satisfaction, a survey approach is employed. By using multistage stratified random sampling, a total of 620 questionnaires were distributed to nine regions in Selangor. Reliability test, regression analysis and correlation analysis were done to obtain appropriate results. The results indicate that four constructs were found significant and positively related to citizen satisfaction.