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E-Government service delivery by a local government agency: the case of E-Licensing

Pitchay Muthu Chelliah, P. and Thurasamy, R. and Alzahrani, A. I. and Alfarraj, O. and Alalwan, N. (2016) E-Government service delivery by a local government agency: the case of E-Licensing. Telematics and Informatics, 33 (4). pp. 925-935. ISSN 0736-5853

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The advancement in technologies has changed the way services are delivered (Dabholkar, 2000). The licensing department of a local authority in Penang, Malaysia is the major department involved in the processing and issuance of various types of licenses. The traditional method of processing of licenses manually has been a subject of criticism by license applicants and the public due to the delay in processing and the inefficient feedback mechanism. Over a period of two years, the licensing department has been working closely with the system designers by providing input on the construction of the E-Licensing system. All the time spent and the investment would go to waste if the employees do not intend to use the system. This study is focused on factors affecting intention to use of technology enabled service delivery (E-Licensing) by employees. The research model by Moore and Benbasat (1991) was adapted and used in this study. Six hypotheses were formulated to test the relationship proposed. The data collected from a sample of 92 respondents was used in the analysis of the hypothesis. The findings from this study show that (i) perceived usefulness/relative advantage is positively related to intention to use E-Licensing. (ii) Perceived ease of use and result demonstrability is positively related to intention to use E-Licensing. (iii) Visibility/observability is positively related to intention to use E-Licensing. This study will enable the licensing department to formulate, design and introduce measures to encourage usage of E-Licensing.

Item Type:Article
Uncontrolled Keywords:Computer networks, Electrical engineering, E-government services, Local authorities, Malaysia, Method of processing, Perceived characteristics of innovating, Perceived ease of use, Perceived usefulness, Service delivery, Government data processing
Subjects:T Technology > TK Electrical engineering. Electronics Nuclear engineering > TK7885-7895 Computer engineer. Computer hardware
Divisions:International Business School
ID Code:71763
Deposited By: Widya Wahid
Deposited On:15 Nov 2017 03:14
Last Modified:15 Nov 2017 03:14

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