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Towards e-Government: end-user satisfaction with IT implementation at royal Malaysian customs

Abdul Hamid, Abdul Bakar and Choy, Chongsiong and Lin, Binsham and Mohd. Radzi, Najmi (2014) Towards e-Government: end-user satisfaction with IT implementation at royal Malaysian customs. International Journal of Information Technology and Decision Making, 13 (3). pp. 451-471. ISSN 0219-6220

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Official URL: http://dx.doi.org/10.1142/S0219622014500102


This paper examines the extent of end-user satisfaction on the service delivery process by the Royal Malaysian Customs (RMC) as the agency moves toward implementing electronic government (e-government) initiatives. The RMC has in fact been identified as one of the prominent and technology-pioneering government agencies in the country and therefore suitable for delivering electronic public services. Data were collected in mid-2009 from two types of customers, i.e., internal (Customs officers) and external (forwarding agents, importers, and bonded warehouse licensees) who use the Customs Information Systems (CIS) C8 form for transshipment of goods. Overall, the findings suggest that both types of customers are either indecisive and/or doubtful with the performance of the CIS. These findings are then extended to the broader context of information technology. It is of paramount importance that the RMC takes appropriate measures to satisfy both its internal and external customers by provision of improving its service delivery process through its CIS to produce desirable results.

Item Type:Article
Uncontrolled Keywords:customer satisfaction, customs information systems
Subjects:H Social Sciences > HD Industries. Land use. Labor
ID Code:63106
Deposited By: Siti Nor Hashidah Zakaria
Deposited On:14 Jun 2017 11:24
Last Modified:14 Jun 2017 11:24

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