Towards a conceptual model to evaluate usability of digital government services in Malaysia

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.