Technology Diffusion Level Among The Community: A Review Paper

Abstract

In line with the concept of smart governance, ICTs and the internet will facilitate the process of governance to provide information and public services on communication between the government and communities. Society is projected to use internet technology in this era of “Society 5.0” to access essential government services including banking, education, administration, and other social and community services. The aim of this paper is to provide a comprehensive review paper on the topic of technology diffusion level among the community with the objective of accessing the e-services performance provided by government agencies so that the level of technology diffusion can be define. The finding will discover several types of approaches and indicators within the context of e-services assessment where the level of e-services will influence user satisfaction. To conclude the review, e-service is an alternative communication channel to the user or customers, and it is a platform for government agencies to provide good digital service in the context of smart governance aspect. The output of this paper offers a greater insight into the topic of digital technologies as a tool in facilitate daily affairs and suggestions on the future direction to be explored in e-service literature.