Abstract
The Malaysian government is committed to provide comprehensive digital government services and it is reflected in some policies and strategic plans such as 11th Malaysia Plan 2016-2020 (RMKe-11) for digital government transformation. However, though most of the Malaysia government services are online yet they are still inadequate and the majority of users are unhappy with the current services. Usability is a critical aspect in the success of digital government. Thus, this research aims to develop and validate a usability conceptual model of digital government services in Malaysia context to identify key factors that influence the perceived usability that assists to encourage usage and satisfaction of digital government services. This research has applied quantitative-deductive approach and employed PLS-SEM analysis. Empirical results indicate that Effectiveness, Efficiency, Learnability, Satisfaction, Usefulness, and Citizen Centric are key factors of perceived usability of digital government services. The evaluation of the proposed conceptual model yielded that three of the six factors which are Effectiveness, Satisfaction, and Citizen Centric have significant positive influence on perceived usability of digital government in Malaysia context.
Highlights
Technology can be used by the organisation to permit faster response to customer enquiries and problems, to reduce labour costs, to improve internal efficiency and productivity, and to gain distinctive and differentiating competitive advantages [1, 2]
Malaysian e-government services have been evolutionised from e-government 1.0 in 1995 with static government websites for accessing information to egovernment 2.0 in 2007 where online services are provided for relevant public services transaction among the citizens
The new digital government strategies are stated in the Malaysian Public Sector information and communication technologies (ICTs) Strategic Plan (PSISP) 2016-2020 with theme “Citizen Centric Digital Services” and vision “Inclusive Digital Government Drives Citizen Centric Service Delivery”
Summary
Technology can be used by the organisation to permit faster response to customer enquiries and problems, to reduce labour costs, to improve internal efficiency and productivity, and to gain distinctive and differentiating competitive advantages [1, 2]. Digital government generally refers to the use of information and communication technologies (ICTs) in government to improve service delivery and improve relationships with citizens, civil society, and private sector [3]. Malaysian e-government services have been evolutionised from e-government 1.0 in 1995 with static government websites for accessing information to egovernment 2.0 in 2007 where online services are provided for relevant public services transaction among the citizens. In. 2015, e-government 3.0 known as digital government was introduced [5] with dynamic service delivery where government online information services are generating opportunities and innovations through the citizens’ participation. The new digital government strategies are stated in the Malaysian Public Sector ICT Strategic Plan (PSISP) 2016-2020 with theme “Citizen Centric Digital Services” and vision “Inclusive Digital Government Drives Citizen Centric Service Delivery”. Digital Government Satisfaction Survey 2014 by The Boston Consulting Group has reported that only 30% of respondents are satisfied with the Malaysian government services that are provided through Internet and 56% of the respondents rated the quality of the government online services are worse than the private sector and only 4% said that the government online services are much better than private sector [6]
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Free) 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a call
