The Moderating Effect of Compatibility Factor in The Usage of E-Government Services Among Malaysian Citizens

Abstract

The primary aim of the study was to investigate the role of E-government services among citizens of Malaysia. Unified theory of acceptance and use of technology (UTAUT) was used in this descriptive study for testing how the Malaysian citizens perceive technology usage in E-government services utilizing e-applications. The purposive and snowball sampling was applied in choosing the respondents. Self-administered questionnaire was used in gathering primary data and 381 usable responses were obtained. The approach of PLS was applied for the data analysis. The outcomes show support to all UTAUT hypotheses. From the outcomes, Compatibility (C) appears to partially moderate the relationship of Performance Expectancy (PE), Social Influence (SI), Facilitating Condition (FC), Effort Expectancy (EE). Overall, the citizens appear to be well adapted to the utilization of electronic technology for general E-government services. Nonetheless, the impact of electronic technology being a tool appears to be restricted within E-government, similar to the finding of past works. This implies the possible presence of other factors that decrease the mobile apps usage for services, aside from technology. The knowledge regarding citizen’s behaviour within the progressive domain of E-government is expanded in this work. In practice, this study assists E-government practitioners in comprehending the citizen’s needs.