A Preliminary Study on the Factors Affecting the Adoption of E-Government Services by Malaysians

Abstract

E-government is no longer stranger to everyone in this technological era. In Malaysia, e-government was used to enhance governmental processes and services and to shorten the time and increase efficiency. It is also known to enhance communication between government, citizens, businesses, agencies. However, it is reported that the government’s objective is not aligned with citizens’ needs in implementing e-government. After the adoption of e-government services by the Malaysian government, it is crucial to study the adoption of these services by Malaysian citizens and the factors which affect this adoption. Through Technology Acceptance Model, the present study has proposed a theoretical framework for the impact of social influence, awareness, perceived usefulness, perceived ease of use, and behavioral intention on the actual usage of online services by Malaysian citizens. The results show that social influence and awareness of the online services are significant predictors of perceived usefulness as well as perceived ease of use. In the future, the proposed framework will be statistically validated by first collecting the data from Malaysian citizens and then analyzing the data with the use of statistical software tools. This study will provide significant value towards the Knowledge Body which pertains to e-services, especially in Malaysia.