Abstract
This paper aims to understand/identify the needs and criteria to provide self-service kiosks in supporting of e-government environment in the Royal Malaysian Customs Department (RMCD). The methodology of the study is a survey of 196 respondents at the Royal Malaysian Customs Department in Selangor with a concentration on the West Port area. The findings show that the customers required a self-service kiosk as a channel to access information and services in this department. However, it is found that the level of the kiosk access depends on the benefits and features of the kiosk and the types of the kiosk services. There is a significant relationship between the need for a self-service kiosk provision and the need to access information through the kiosk.
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