Website Quality as a Determinant of E-government User Satisfaction Level
Malaysia in its New Economic Model 2010 has put government public service delivery as the second pillar to upgrade the quality of lives of Malaysians. This has made the quest to improve government public service delivery an important agenda for the govern
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Website Quality as a Determinant of E-government User Satisfaction Level Mas Anom Abdul Rashid, Mohd Noor Azman Othman and Mohd Zainuddin Othman
Abstract Malaysia in its New Economic Model 2010 has put government public service delivery as the second pillar to upgrade the quality of lives of Malaysians. This has made the quest to improve government public service delivery an important agenda for the government. Successful delivery of online services has rapidly become an important measure of effective public sector management and this has made many governments deploy electronic government (e-government) as a tool to achieve this vision. This study was carried out in an attempt to determine the extent of the state e-government online service user satisfaction involving 440 respondents from the District and Land Office in the state of Pahang. With the total return rate of 73 % the findings indicated that the state e-government user satisfaction level was low. Website quality was found to have a significant role in determining the user satisfaction level. It was found that only two out of four constructs under website quality influenced user satisfaction. They were website content and website usability. The other two were website reliability and website credibility which did not have any influence on the user satisfaction.
Keywords E-government Website quality Website content Website usability User satisfaction
M.A.A. Rashid (&) Faculty of Business Management, Universiti Teknologi MARA Pahang, 26400 Bandar Tun Razak Jengka, Pahang, Malaysia e-mail: [email protected] M.N.A. Othman Academy of Language Studies, Universiti Teknologi MARA Pahang, 26400 Bandar Tun Razak Jengka, Pahang, Malaysia e-mail: [email protected] M.Z. Othman Faculty of Technology Management and Logistic, Universiti Utara Malaysia, 06010 Sintok, Kedah, Malaysia e-mail: [email protected] © Springer Science+Business Media Singapore 2016 M.A. Abdullah et al. (eds.), Regional Conference on Science, Technology and Social Sciences (RCSTSS 2014), DOI 10.1007/978-981-10-1458-1_15
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1 Introduction Today, the Internet has become the essential channel used for information and services dissemination. There are countless benefits in transforming traditional government into e-government, i.e. cost-effective service delivery, integration of services, reduction in service time and faster adoption to meet clients’ needs (Karusena and Deng 2012). The broad-based views emphasize e-government as the effort taken in transforming government and the governance. It is the outcome of Information Technology’s (IT) power and capabilities to deliver services provided by the government at local, municipal, state and national levels. E-government definition ranges from narrowly focused to broader ones whereby the narrowly focused definition stresses on using ICT tools particularly the internet to delivery more efficient and effective government services. Early conceptions of e-government had largely focused on electroni
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