Evaluating e-government in Malaysia: an Importance-Performance grid Analysis (IPA) of citizens and service providers

Abstract

Using a modified Importance-Performance Analysis (IPA) grid (Martilla and James, 1977), this paper describes the evaluation of a leading e-government project in Malaysia from the perspectives of both providers and citizens. Respondents were asked to rate the importance which they attached to each of the benefits from e-government, followed by a performance rating of these items. The IPA grid was then used to interpret the responses. This study enabled us to identify areas for strategic focus in the development of future Malaysian e-Government strategy including a number of useful guidelines and recommendations for policy makers.