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

Naswir, Rini Yudesia and Maarop, Nurazean and Hasan, Mahmudul and Daud, Salwani and Samy, Ganthan Narayana and Magalingam, Pritheega (2019) Towards a conceptual model to evaluate usability of digital government services in Malaysia. International Journal of Advanced Computer Science and Applications, 10 (4). pp. 313-322. ISSN 2158-107X


Official URL: http://dx.doi.org/10.14569/ijacsa.2019.0100438


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.

Item Type:Article
Uncontrolled Keywords:Quantitative, Usability
Subjects:T Technology > T Technology (General)
Divisions:Razak School of Engineering and Advanced Technology
ID Code:87677
Deposited By: Widya Wahid
Deposited On:30 Nov 2020 21:08
Last Modified:30 Nov 2020 21:08

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